Lithium

MAY 3, 2022

Join us as the Khoros product team shares recent innovations to the Khoros platform and walks through upcoming releases on our roadmap. In this webinar you’ll: Learn about key innovations and investments across the Khoros platform. Using social media for customer service helps brands cut costs, increase retention, and boost sales.

Multi-Channel 52

Multi-Channel Webinar Social Media Roadmap 52

ChurnZero

SEPTEMBER 20, 2019

CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution. We also engaged in a great Q& session with Jackie that we wanted to re-share with you. Q&A Recap.

Customer Success 66

Customer Success Roadmap Webinar Customers 66

PeopleMetrics

JANUARY 24, 2022

This embodies the 80/20 principle – that a small % of your customers (20%) account for a large proportion of your sales (80%). We offer point-in-time and regular pulse checks to assess the engagement of your employees and to ensure they are delivering the best possible experience to your customers. Fire away those ad hoc surveys!

B2B 90

B2B Roadmap B2C Hotels 90

ClientSuccess

NOVEMBER 22, 2021

To optimize and enhance your strategy, it’s a good idea to send out surveys at different points throughout the customer relationship – post-sales, post-onboarding, renewal pulse, etc. Customer Engagement. Customers and their responses can feed the product roadmap, serve as advocates, and support additional customer marketing efforts.

Marketing 52

Marketing NPS Voice of Customer Social Media 52

Totango

AUGUST 23, 2022

B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. During the sales process, including sales appointment scheduling, meetings and payment processes.

Touchpoint 118

Touchpoint Customer Journey B2B Customer Journey Mapping 118

Gainsight

MARCH 21, 2023

CS Advisor and Fractional CCO at Growth Molecules, Sonia Leighton, CCO at Arbor Education, and Adam Joseph, RVP of CS EMEA at Gainsight for leading an insightful and engaging conversation. The relationship between Sales and CS is so valuable, and we expect to see it grow in 2023 to maximize efficiency.

ROI 52

ROI 2023 Roadmap Metrics 52

2020 Research

SEPTEMBER 19, 2023

Uncover the practical ways in which AI can be harnessed to uncover deep, meaningful insights in our webinar, Harnessing AI in Market Research: A Roadmap to the Future Register Now The impact of Artificial Intelligence (AI) across industries is undeniable. But how does this translate to the world of market research? Raj: Definitely.

Insights 64

Insights Marketing Innovation Roadmap 64

Gainsight

JANUARY 17, 2020

How do you prioritize what feedback gets incorporated into the product roadmap? From a bigger, strategic roadmap perspective, we get that from our executive business reviews or our insider program. Q: How do you prioritize what feedback gets incorporated into the product roadmap? These get routed directly to the product team.

Feedback 117

Feedback Roadmap Demo ROI 117

Gainsight

MAY 13, 2020

Given that new sales will likely decrease, there has never been a more crucial time to support your existing customer base. We wrote about our process here and we are hosting a follow-up webinar dedicated to our Risk Management approach with Gainsight customer FinancialForce. . We’ve all heard the saying “Everyone is in Sales.”

Roadmap 59

Roadmap ROI NPS Customer Success 59

CSM Magazine

JANUARY 25, 2022

Getting the research, design and testing right will avoid costly mistakes and keep customers and employees happy through closer engagement. Involving everyone in the process (contact centre staff, marketing, sales and operations). Creating the CX and EX vision to drive the technology roadmap. About the Author.

Average Handle Time 52

Average Handle Time Roadmap Webinar Technology 52

Gainsight

APRIL 30, 2019

Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. MAU and DAU give insight into engagement, adoption, and overall user health. Some companies use the Average Page View count to get an overview of customer engagement. WATCH THE WEBINAR.

Metrics 65

Metrics Net Promoter Score Management NPS 65

SurveySparrow

NOVEMBER 29, 2023

Active engagement in socially responsible initiatives and supporting environmental causes. Heavy reliance on advertising, promotions, and persuasive sales tactics. Responsive customer support and engagement to address concerns and feedback. The secret sauce is constant improvement, engaging with customers, and building trust.

Consumers 52

Consumers Innovation Loyalty User Experience 52

8x8

DECEMBER 3, 2018

Because of the nature of Lenox’s business, both sales and call volumes are dramatically higher during the holiday season than at other times of the year. Even if you know customer service is important, not everyone has a clear roadmap for improvement. Evaluate post-engagement surveys and find your average rating.

Customer Service 54

Customer Service Contact Center Net Promoter Score 2019 54

Avaya

APRIL 10, 2019

39% growth in digital sales. It can measure customer sentiment and success, engage customers, assist agents to serve customers, and much more. In my next blog, I will review how organizations are leveraging AI in the contact center and provide a roadmap for success. 80% increase in transactions handled by self-service apps.

Contact Center 71

Contact Center Virtual Agent Document Roadmap 71

ChurnZero

APRIL 8, 2020

Your Customer Success team is delighted that your customers are happy, your product team loves that they are building a product worth talking about, and your Sales and Marketing department revels in the fact that your own customers are massively helping them with their day-to-day jobs! Who doesn’t want a piece of that?!

Customer Journey Mapping 81

Customer Journey Mapping Roadmap Customer Journey Customer Success 81

Help Scout

SEPTEMBER 18, 2018

To the uninitiated, “Support-Driven Growth” might first appear like a fancy name for customer success, or a souped-up method of filtering prospects to the sales team — but it’s much more than that. The Support-Driven Growth model eliminates BDRs and SDRs , who focus on generating and then moving leads into the sales funnel.

Webinar 40

Webinar Customer Centricity Sales Roadmap 40

Gainsight

AUGUST 6, 2021

Within your organization, customer feedback is likely being funneled across different functions—product, marketing, sales, customer success, etc. Ensuring visibility into your product roadmap and building a communication channel will keep your CS teams informed on what’s coming and what they should expect.

Customer Success 52

Customer Success Roadmap Feedback Metrics 52

Gainsight

APRIL 17, 2019

Organizations had to restructure to support higher velocity and more streamlined sales and marketing models. Modern CEOs at any moment can get a pulse on how Sales and Marketing are performing versus waiting for the end of the quarter. I meet with one to two feature teams a week to review their recent progress and the roadmap.

Presentation 79

Presentation B2C Roadmap Webinar 79

ChurnZero

JANUARY 10, 2020

In her new role, she will unite HubSpot’s marketing, sales and services teams around the customer, creating a cohesive experience to help fulfill their mission of helping millions of companies grow better. . Madan will be charged with building out the organization and vision for the post-sales function.

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

Talkdesk

MARCH 12, 2020

Director of Technology Enablement at Humach , Jennifer Lundberg, knows what it takes and shares how Humach, a cloud-based customer experience solutions provider, relies on Talkdesk® to deliver seamless, effortless and immediate customer sales and service support. The reality at Humach. The customer is changing. They want self-serve options.

Omnichannel 60

Omnichannel Customer Journey Contact Center Management 60

BirdEye

MARCH 17, 2023

This focus area can be sales, finance, marketing, HR, and niche operations. Although certain weeks or months may yield record-breaking results, there may be distressing indicators such as declining sales or cash flow issues, or an inability to expand at the desired rate. Demotivated workforce and high staff turnovers.

Consulting 98

Consulting Social Media Financial Sales 98

Gainsight

FEBRUARY 20, 2019

Depending upon your company’s product roadmap, you might be shipping and refining new product updates monthly, weekly, or even daily. Customer Success: Onboards, trains, upsells, and renews customers while developing workflows that constantly re-engage existing customers. Success is measured in MAU, DAU, or CLV. SCHEDULE A DEMO.

Roadmap 45

Roadmap Demo Measurement Customer Success 45

SmartKarrot

OCTOBER 19, 2022

Creating best-in-class processes for onboarding, training, support, engagement, and business reviews. Partnering with the Sales and Product teams to define product goals and Tread’s roadmap. Work with the sales team to develop in-depth analytical account plans providing input on communication strategy and usage statistics.

Customer Success 19

Customer Success Roadmap Banking Webinar 19

Circular Edge

JUNE 17, 2020

One customer case study featured Emser Tile, who implemented Oracle CX Cloud to automate their marketing & sales processes from customer inquiry to order. and hear two more customer case studies that included best practices for delivering Integrated ERP/CX Digital Experiences across marketing, sales, service & more.

Demo 52

Demo Innovation Roadmap Events 52

SmartKarrot

SEPTEMBER 3, 2021

Role: Senior Customer Success Manager Location: Remote, Salt Lake City, UT, US Organization: Axon As a Senior Customer Success Manager, you will engage with your customers through regular calls, business reviews, and daily needs. Work closely with Axon’s marketing and training teams to conduct regular training webinars and calls.

Customer Success 19

Customer Success Roadmap Document Webinar 19

SmartKarrot

JULY 28, 2022

Lead a portfolio of Identity Europe accounts/opportunities and provide direction and sales engagement support. Engage with clients at all levels and be the lead for all client engagements. Work closely with all GBG internal stakeholders to ensure client and sector challenges are built into the product roadmap.

Customer Success 19

Customer Success User Experience Roadmap Customer Relationships 19

Gainsight

MARCH 21, 2019

You make the sale, close the deal. Every ex-customer is just another lead for a new sale. Now, a lot of people think about onboarding as a limited engagement, but it’s actually ongoing. On the other hand, how well do you know your product roadmap? Watch the webinar version of this post! But is that true?

ROI 78

ROI Webinar Return on Investment Customers 78

SmartKarrot

MARCH 21, 2023

Work together with the product development team to modify the product roadmap in response to client comments and market developments. Maintain customer engagement by defining the SaaS portfolio of Morning Consult’s customer journey experience. Cross-sell new products to current clients.

Customer Success 19

Customer Success E Commerce E-support Consulting 19

ChurnZero

AUGUST 30, 2019

It was a 1-day turbo-charged event in San Francisco with the best-of-the-best in Sales, Marketing, and Customer Success. Product-led strategies + distributed teams + retention-vs-newbiz = throw away old sales playbook. Split out Sales and Account Management . Upcoming Webinar. Focus on Retention . Totally agree.

Customer Success 40

Customer Success Net Promoter Score 2019 NPS 40

ChurnZero

APRIL 26, 2019

Only by understanding the end goals (a satisfied and productive team member) can you develop the roadmap to get there. Sitting in on demos by Sales or Customer Success will expose your CSM to common objections and questions that they may encounter. Upcoming Webinar. Likewise, consider having your new CSM sit in on demos.

Demo 58

Demo Metrics Customer Success Measurement 58

ClientSuccess

OCTOBER 10, 2017

There might not be as much 1:1 engagement between the customer and a CSM here, but that doesn’t mean customer success can’t have a role during this stage. Customers in the Evaluation Stage work mostly with marketing and sales to figure out if a company really is the best fit for what they are looking for. Evaluation Stage. Value Stage.

Metrics 40

Metrics Customer Success Measurement Roadmap 40

ChurnZero

SEPTEMBER 6, 2019

Difficult Account Executives and a lack of a sales – CS partnership is detrimental to everyone. This helps our sales counterparts understand all the work that goes into a successful implementation. Consider creating a document that can serve as a “source of truth” for your internal Sales and CS operations.

E-support 49

E-support Document Sales Roadmap 49

CustomerSuccessBox

NOVEMBER 1, 2018

Tj Randall , VP of Customer Success at XebiaLabs says, “Customer Success means everything post sales”. In the webinar “ Playbook: Delivering Customer Success to Fortune 500 ”, Tj speaks about his experiences, mistakes, and wins while setting up customer success at XebiaLabs and dealing with Fortune 500 customers.

Customer Success 40

Customer Success Webinar Customers Metrics 40

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. then having to incur costs to tune your sales organization to sell more just to stay even on your sales projections.

Customer Success 66

Customer Success Metrics E-support Leadership 66

SmartKarrot

JANUARY 7, 2022

Create a company-wide culture of Customer Success through cross-departmental collaboration (marketing programs, product roadmaps, financial forecasting). Collaborate with team members to develop key metrics, including engagement, member feedback, and cost savings, to help predict and improve customer retention and expansion.

Customer Success 19

Customer Success Roadmap Consulting Customer Satisfaction 19

Gainsight

SEPTEMBER 13, 2019

This Q&A is an excerpt from our webinar, Ask an Expert Q&A: How to Build Products That Drive Growth. Long gone are the days when sales-led or marketing-led growth reigned supreme. This led to challenges on the post-sale side of customer success. The challenge we faced was that we ended up with a false sense of success.

Sales 65

Sales Roadmap ROI Webinar 65

Gainsight

OCTOBER 30, 2018

Obtaining funding from venture capital (VC) firms is part of the roadmap for a lot of SaaS companies. Maybe your product is not delivering on the promises made during the sales cycle, or perhaps it’s too complicated. These articles and webinars mixed with your cunning will have churn running for the hills!

ROI 61

ROI Customer Retention Social Media Roadmap 61