ShepHyken

JULY 31, 2018

Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?. This means that metrics like “average handle time” or “time to resolution” can be misleading.

Average Handle Time 78

Average Handle Time 2009 Roadmap Call Center 78

SmartKarrot

OCTOBER 27, 2020

To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. There are many areas you need to look into while implementing customer success in your organization. To begin with, you need to be clear as to how you would help your customers achieve their goals. Customer acquisition.

Roadmap 10

Roadmap Customer Success Customer Journey Mapping Chief Customer Officer 10

ChurnZero

MAY 12, 2020

Host: Nate Fiedler , Customer Retention Strategy Manager, Box. Description: The Value Realized, Customer Success Podcast uncovers perspectives that shape tomorrow’s strategies and tactics in Customer Success. Customer Success Around the Web. The Value Realized.

Customer Success 64

Customer Success Chief Customer Officer B2B Roadmap 64

Lumoa

JANUARY 19, 2023

Future state mapping focuses on identifying the desired outcomes that an organization wishes to achieve as part of their customer experience strategy. It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Second to None

FEBRUARY 12, 2021

Sharing customer feedback and employee feedback throughout your organization is important because it: Signals to your organization that your customer’s experience is a priority, Indicates a willingness to transparently share performance metrics and results, and. Create a clear road map.

Communication 62

Communication Customer Experience Roadmap Feedback 62

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

SmartKarrot

DECEMBER 13, 2022

Provide proactive thought leadership on customer strategy and roadmap, account governance, and reoccurring strategic discussions with both customer and SI. Develop adoption strategies, go-to-market & delivery plans, and economic models to realize the customer experience at scale. Apply here: [link].

Customer Success 19

Customer Success Roadmap Leadership Government 19

Bold360

AUGUST 18, 2020

We’ve developed a Customer Engagement Maturity (CEM) model to help decision-makers evaluate their current maturity in customer engagement, identify their CEM gaps, and define a strategy for optimization. If you can measure CE, you can also drive improved customer engagement performance. AI will change every customer service job.

Customer Engagement 52

Customer Engagement CEM Engagement Multi-Channel 52

SmartKarrot

AUGUST 12, 2021

Apply here: [link] Role: Director of Customer Success Location: Remote, United States Organization: Jama Software As a Director of Customer Success, you will deliver industry-leading customer retention and renewal rates. Driving adoption, setting KPIs and success metrics, demonstrating ROI. Apply here: [link].

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

ClientSuccess

JULY 23, 2019

If I were asked to implement a CS program today, the first thing I’d do is define what success looks like (both internally for our company and externally for our customers). Internally – define customer retention rates, understand who your reference-able clients are, map out customer lifecycles and journeys within your organization.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. Article] Use SMIRC Goals to Define Customer Experience Outcomes. How did this happen?

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. Making customers happy is no longer good enough. . . Is it retention, expansion, advocacy, product feedback, or service delivery?

2020 80

2020 Customer Success Chief Customer Officer ROI 80

SmartKarrot

NOVEMBER 23, 2020

Role: Director of Customer Success – 100% remote Location: Remote, United Kingdom Organization: WORK180 As a director of Customer Success, you will identify and implement short and long-term strategies for client retention and growth. Build and deliver a streamlined onboarding process for new customers.

Customer Success 10

Customer Success Leadership Roadmap Customers 10

SmartKarrot

JANUARY 13, 2021

Define operational metrics for the team and establish a system for tracking metrics. As a Vice President of Customer Success, you will set and manage your team’s objectives and priorities to ensure they achieve customer adoption, customer retention and customer satisfaction metrics.

Customer Success 10

Customer Success Document Metrics Consulting 10

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. If you find any prominent influencers missing, kindly nominate them in the comments below. Peter Armaly. James Scott.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

SmartKarrot

JANUARY 21, 2021

Creating a roadmap to maintain product. With the plan in place, the next step is to create a roadmap to maintain product plan. Having necessary teams combine to make a stellar roadmap leading to product success is what this role is about. The strategy is a roadmap that involves-. Tracking for metrics.

Management 11

Management Roadmap Metrics B2B 11

SmartKarrot

FEBRUARY 19, 2021

Guide a customer on org strategy, governance and change management best practices based on customer needs, business priorities and roadmap. Working collaboratively across different teams, manage the internal stakeholders in Mews & effectively communicate the customer needs with Mews Product Teams.

Customer Success 10

Customer Success Roadmap Government Travel 10

SmartKarrot

JUNE 25, 2021

Operationalize the business processes to scale the Customer Success organization for significant growth. Drive continuous improvement programs and processes to meet customer satisfaction, develop new services opportunities. Passion for developing teams and providing leadership to both formal and indirect reports.

Customer Success 10

Customer Success Roadmap Leadership Document 10

SmartKarrot

APRIL 27, 2021

Build a trusted advisor relationship with each assigned customer to ensure goals are aligned from a business strategy perspective, identify business outcomes, and customer success metrics are defined. Developing and leveraging customer relationships to improve customer retention.

Customer Success 10

Customer Success Net Promoter Score Roadmap Customer Retention 10

SmartKarrot

JANUARY 15, 2021

Success drafts narratives and use cases for high-value features requested by customers. In turn, Product shares the updated CRM roadmap with Success so they can properly set expectations with customers about future plans. Both teams are accountable to the customers and users and coordinate to define needs and set expectations.

Customer Success 19

Customer Success Hospitality Roadmap Transportation 19

SmartKarrot

MAY 29, 2020

It is fine to add more features with time once you have acquired a loyal base of customers. Therefore, initially, it is important to keep your SaaS product simple and easy-to-use by the customers. Leadership and Team Management . The question remains: “what metrics you must assess for your SaaS product success?”

Net Promoter Score 11

Net Promoter Score Metrics Customer Retention Measurement 11

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. So why should you care?

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

ChurnZero

AUGUST 23, 2019

What types of metrics should this role be responsible for. How can systems and tools empower your customer teams. Q: I know you mentioned tying Customer Success Operations goals to revenue goals. What other goals or metrics do you recommend for CS Ops? What’s it like to drive transformative change to internal processes.

NPS 40

NPS Customer Success Sales Metrics 40

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. As we write, customer success is considered part of executive discussions all too rarely.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

Education Services Group

MAY 27, 2022

Whether you’re a Customer Success leader who just came onboard with a new company or have been in the same leadership role for a few decades—do this exercise. Customer Success Maturity Assessments. The Metrics Matrix. A couple weeks back, I introduced the VoC Metrics Matrix. Make it robust or keep it simple.

Customer Success 52

Customer Success Metrics Document Customers 52

Gainsight

OCTOBER 7, 2019

It’s amazing to see usage stats and metrics, along with information about the in-product experience and engagement in the same portal. What a way to expedite our product roadmap, ensuring our priorities are in line with our customers and meeting their demands. Customer success development is not a one-time thing.

Customer Success 13

Customer Success Customer Centricity Healthcare Events 13

SurveySensum

JULY 14, 2020

Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. With over a decade of experience in customer success and customer service, Jay Nathan has developed customer retention and growth methodology for building, managing, and scaling tech companies serving businesses of all sizes. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Amity

JULY 18, 2016

As an Executive or Manager responsible for customer experience, you might be asking yourself “why should I adopt a Customer Success model?” Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Stronger customer relationship and higher strategic and partnership discussions.

Customer Success 66

Customer Success Metrics E-support Leadership 66

Amity

JULY 18, 2016

As an Executive or Manager responsible for customer experience, you might be asking yourself “why should I adopt a Customer Success model?” Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Stronger customer relationship and higher strategic and partnership discussions.

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

As an Executive or Manager responsible for customer experience, you might be asking yourself “why should I adopt a Customer Success model?” Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Stronger customer relationship and higher strategic and partnership discussions.

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

As an Executive or Manager responsible for customer experience, you might be asking yourself “why should I adopt a Customer Success model?” Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Stronger customer relationship and higher strategic and partnership discussions.

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

As an Executive or Manager responsible for customer experience, you might be asking yourself “why should I adopt a Customer Success model?” Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Stronger customer relationship and higher strategic and partnership discussions.

Customer Success 48

Customer Success Metrics E-support Leadership 48

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Wondering which metric to choose?

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Pink Guava

OCTOBER 31, 2018

You can click here to read it again [link] The intent of this blog is to address the first section i.e. a simple DIY (Do it Yourself) process for “Writing your own Customer Success Story” through an impeccable Customer Experience Management Program. The leadership is committed to the effort and driving this effort from front.

Customer Experience 45

Customer Experience Metrics Measurement Definition 45

Amity

MARCH 19, 2014

As an Executive or Manager responsible for customer experience, you might be asking yourself “why should I adopt a Customer Success model?”. Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Stronger customer relationship and higher strategic and partnership discussions.

Customer Success 54

Customer Success Metrics Leadership Customer Satisfaction 54

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Wondering which metric to choose?

Definition 64

Definition Net Promoter Score Customer Experience CEM 64