ClientSuccess

JULY 13, 2022

If one were to take an informal poll of CSMs asking what their number one goal with customers is, a majority would probably answer something along the lines of “keep my customers happy.” After all, what do happy customers mean? Happy customers have a personal bond with their vendor organization and their CSMs.

Loyalty 78

Loyalty Roadmap Customer Retention Webinar 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

Horizon CX

APRIL 1, 2024

Organizations that were positioned in the higher half of the CX maturity scale were experiencing remarkable results – three times higher revenues and three times higher customer retention rates. This underscores the tangible impact that prioritizing CX can have on the bottom line.

Customer Journey Mapping 52

Customer Journey Mapping Touchpoint Customer Centricity Customer Journey 52

ShepHyken

JULY 31, 2018

Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction. There are three levels where a company may be at in their roadmap to customer optimization. Quotes: “You can easily tell whether or not a company’s leadership cares.

Average Handle Time 78

Average Handle Time 2009 Roadmap Call Center 78

ShepHyken

JULY 31, 2018

Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction. There are three levels where a company may be at in their roadmap to customer optimization. Quotes: “You can easily tell whether or not a company’s leadership cares.

Average Handle Time 78

Average Handle Time 2009 Roadmap Call Center 78

ChurnZero

SEPTEMBER 20, 2019

Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. Or in some cases if it’s just more of timing and hard to get them, we actually would create a separate meeting that we could walk through the roadmaps with them.

Customer Success 66

Customer Success Roadmap Webinar Customers 66

Second to None

FEBRUARY 12, 2021

A roadmap enables your brand to immediately take action and define priorities and new initiatives to drive performance and sales. #2. Users can customize and adjust reporting according to their specific needs and priorities. Create a clear road map. Decide what type of information needs to be sent through the ranks.

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

One Millimeter Mindset

JULY 5, 2018

And is this inconsistency reflected in the rate of customer churn and customer retention, mid year? Too many professionals wait until the official “numbers” are available to realize that they blew it with their customers. I do not need to be reminding you of best practices in customer experience and customer retention.

Blog 44

Blog Customer Experience Customer Retention Workshop 44

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

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

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap 2012 Customer Centricity 88

PeopleMetrics

FEBRUARY 26, 2018

Your customers who bought your product and solution did so for a reason – because they believed it would add business value to their organization. Your customers who actually use your product and solution every day can help to prove (or disprove) that business value. the question of NPS for your company:? How to get started?

NPS 96

NPS Net Promoter Score Feedback Roadmap 96

Education Services Group

AUGUST 17, 2021

“Ultimately, it’s about investing in your employees, driving their career progression, and expanding their knowledge of Customer Success,” explains Todd. It also demonstrates that leadership is vested in furthering their career. A roadmap for CSM success. Training clarifies everything.

Customer Success 98

Customer Success Roadmap Engagement Management 98

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 69

Culture Roadmap 2012 Customer Centricity 69

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. Provide quantitative/qualitative analysis to inform team decision-making and product roadmap.

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

Education Services Group

DECEMBER 13, 2022

Last year, the team at ESG made a few predictions about 2022 and how the Customer Success industry would evolve in the coming year. According to the 2022 Customer Success Leadership Study , 78.5% The 2022 Customer Success Leadership Study found that inter-departmental collaboration is trending downward.

2023 52

2023 Customer Success 2022 Sports 52

West Monroe

JULY 11, 2023

Dhaval maximizes value through M&A transactions, fosters customer retention, and enables profitable growth via digital transformation. Oftentimes we see poorly managed product roadmap priorities as a root cause of a variety of inefficiencies across the P&L. For products at scale, how do you make them more efficient?

2023 52

2023 2024 Innovation Technology 52

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

Gainsight

AUGUST 31, 2020

This allowed us to intensify our customer retention efforts. Even though this is a relatively young team, we did hire with a lot of industry experience, as well as from our own customer base of CSMs that were actual users of the product and walked in the same shoes as the customer.”. We also built out the team.

NPS 52

NPS Roadmap Chief Customer Officer Customer Success 52

C3Centricity

MAY 11, 2020

This is the same for every project, not just that of adopting a customer-first strategy. For more on project management I suggest reading the post “Getting to Yes: A 7-step Roadmap to Successful Project Management.” ” However, unlike most other projects, adopting a customer first strategy will not have an end date!

Customer Centricity 77

Customer Centricity Chief Customer Officer Return on Investment Culture 77

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. AI will change every customer service job. Plan how your workforce will evolve.

Customer Engagement 52

Customer Engagement CEM Engagement Multi-Channel 52

SmartKarrot

AUGUST 17, 2022

Build and foster relationships with all contact levels, with emphasis on value-added relationships with executive and senior leadership. Manage the customer through the lens of the customer journey achieving all milestones along the way. Proactively manage customer health and engagement to mitigate business risk.

Customer Success 19

Customer Success Seminar Roadmap Customer Centricity 19

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

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] Improving your Voice of the Customer listening posts? 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. Sales teams receive compensation at the beginning of a customer journey and tend to be less invested in the longer-term outcome.

2020 80

2020 Customer Success Chief Customer Officer ROI 80

Gainsight

OCTOBER 22, 2018

First, why not take a look at this video—you can hear from both companies’ leadership in their own words why they made this decision and what it could mean for you. Aptrinsic is a product-led growth solution that delivers powerful analytics and in-product engagements used to increase adoption, retention, and expansion in B2B companies.

Roadmap 40

Roadmap Financial Customer Success Government 40

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

Customer Alignment

OCTOBER 2, 2017

Armed with an intrinsic belief in the business value of Customer Experience excellence, they’re putting the funding, processes, and strategy in place to overcome these hurdles. As a result, these leading-edge companies perform substantially better across the whole range of business measures, from profitability to customer retention rate.”

Customer Experience 40

Customer Experience Customer Centricity Customer Journey Voice of Customer 40

SmartKarrot

JANUARY 5, 2021

Rick has authored the book named “ Practical Customer Success Management: A best practice framework for managers and professionals ” which is an amazing collection of practical advice and assistance for Customer Success professionals at all levels. Apart from that, he is also a Board Member at the Customer Success Leadership Network.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

SmartKarrot

NOVEMBER 23, 2020

Responsible for the end-to-end process for capturing customer feedback and policy enhancements, working closely with internal departments to drive continuous improvement and enhance product offering & services. As needed, acts as a point of escalation and resolution for customer issues for the Customer Support function.

Customer Success 10

Customer Success Leadership Roadmap Customers 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

Consistently monitor the performance of assigned accounts, tracking progress to goals, and proactively taking action via roadmap creation and execution. Provide critical leadership and operational responsibility for delivering on customer expectations, commitments, and contractual maintenance commitments.

Customer Success 10

Customer Success Net Promoter Score Roadmap Customer Retention 10

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

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

FEBRUARY 11, 2021

Advocating internally for the needs of your customers, working proactively with Sales, Product, Support and other teams to identify expansion opportunities and mitigate risks. Preparing and facilitating business review meetings, training sessions, product feedback/roadmap reviews, and other strategic customer interactions.

Customer Success 10

Customer Success Roadmap Healthcare Travel 10

SmartKarrot

JANUARY 13, 2021

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. Maintain customer technical account portfolio to provide technical guidance and recommendation.

Customer Success 10

Customer Success Document Metrics Consulting 10