Education Services Group

JUNE 20, 2023

Service – A steady state with room to grow During Acquisition, the CSM’s job is to manage all the moving parts of implementation and to familiarize new users with the software. You should have a solid understanding of your customer’s current state and then work with them to develop a roadmap to get them to their ideal future state.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Touchpoint Customer Success 52

West Monroe

JANUARY 30, 2019

Leading into the Enact stage of DEEPEN, your team will already have done a hefty amount of work defining a CX North Star , building a backlog of viable ideas and customer research, and creating a roadmap of initiatives based on their dependencies and key milestones. Create a CX Governance. Build a Measurement Framework.

Customer Experience 40

Customer Experience Government Roadmap Return on Investment 40

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded paid planning measurement. Deeper governance and compliance capabilities. Khoros Communities.

2019 52

2019 Engagement Social Media Roadmap 52

Customer Bliss

NOVEMBER 29, 2016

Whether managing cost, influencing the top line or creating vibrant and productive partnerships, her focus is on blending business strategy with creativity – touching the heart and moving the mind – the result is: true paradigm shifts, sustainable change and the achievement of overall business objectives. Metrics measurement improvement.

Chief Customer Officer 217

Chief Customer Officer Metrics Leadership Roadmap 217

SmartKarrot

OCTOBER 27, 2020

To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. Benefits of customer success roadmap. A roadmap helps you deliver the promises you have made to them in the initial stages. Few direct benefits of having a roadmap are: Customer retention. Customer acquisition.

Roadmap 10

Roadmap Customer Success Customer Journey Mapping Chief Customer Officer 10

CX Journey

MAY 5, 2015

My first blog assignment is to bring you some nuggets from the second keynote from Day 1 of the event, a presentation titled, Easier Said than Done: Move the Needle with Your Customer Experience Strategy , by Erin Wallace, CCXP, Global Manager of Customer Experience at John Deere. Let's dive in to her presentation.

Government 68

Government Customer Experience Events Presentation 68

West Monroe

FEBRUARY 19, 2024

Grid modernization solutions like Advanced Digital Management Systems (ADMS) or Advanced Metering Infrastructure (AMI) are well-known examples. Stakeholders may also experience change saturation with new digital ways of working and an agile workflow and release schedule; without proper change management, resistance to digital grows stronger.

Innovation 52

Innovation Financial Roadmap Culture 52

Gainsight

MAY 13, 2020

We wrote about our process here and we are hosting a follow-up webinar dedicated to our Risk Management approach with Gainsight customer FinancialForce. . Using Gainsight, they are able to map use cases and urgency into a roadmap which is translated into a Customer Success Plan that both the CSM and the customer have alignment around.

Roadmap 59

Roadmap ROI NPS Customer Success 59

Magellan Solutions

JUNE 14, 2023

Ensure that the outsourcing arrangement aligns with these goals and is integrated into your overall innovation roadmap. Managing Risk and Security Prioritize risk management and data security when engaging with a BPO. Effective governance structures and strong partnerships are essential to balance flexibility and control.

Innovation 52

Innovation Transportation Telecommunications Culture 52

West Monroe

DECEMBER 20, 2022

Additionally, management’s focus on sustainability and net zero strategies increased at a third of companies. According to the IDC, by 2024, 80% of global manufacturers will incorporate environmental sustainability into their product life cycle management process and ecosystem, improving sales by 3%.

2021 52

2021 2022 Metrics 2030 52

West Monroe

DECEMBER 20, 2022

Additionally, management’s focus on sustainability and net zero strategies increased at a third of companies. According to the IDC, by 2024, 80% of global manufacturers will incorporate environmental sustainability into their product life cycle management process and ecosystem, improving sales by 3%.

2021 52

2021 2022 Metrics 2030 52

Avaya

APRIL 10, 2019

She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. It can measure customer sentiment and success, engage customers, assist agents to serve customers, and much more. Gareiss leads Nemertes Digital Transformation research.

Contact Center 71

Contact Center Virtual Agent Document Roadmap 71

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded paid planning measurement. Deeper governance and compliance capabilities. Khoros Communities.

2019 40

2019 Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded paid planning measurement. Deeper governance and compliance capabilities. Khoros Communities.

2019 40

2019 Engagement Social Media Roadmap 40

Gainsight

JANUARY 8, 2021

Key Learnings and Successes with Gainsight’s PX & Adobe’s Audience Manager. That happened when Adobe’s top-performing Product Adoption Team combined efforts using their Audience Manager with Gainsight’s PX solution. Jackie does not consider herself a typical Product Manager. Internal Team Alignment.

Sports 52

Sports Roadmap Government Customer Centricity 52

SmartKarrot

APRIL 27, 2022

Influencing the product and marketing roadmap based on insights gained by being the primary customer advocate. to the management team so that timely action can be taken. Contribute as part of the CS leadership team, representing the account management team.

Customer Success 19

Customer Success Roadmap Government Innovation 19

SmartKarrot

DECEMBER 13, 2022

Proactively manage the full lifecycle of the order process and drive cross-selling opportunities to promote additional offerings to meet customer needs. Project manage, organize, and prioritize high volumes of requests utilizing SalesForce and other internal systems to ensure timely and accurate responses to customers.

Customer Success 19

Customer Success Roadmap Leadership Government 19

CX Journey

NOVEMBER 10, 2015

It’s a great baseline that can be revisited and re-measured to gauge progress over time. Governance : Governance is about both oversight and execution. Your governance structure will outline and define people, roles, and responsibilities. Roadmap : To guide execution of your strategy, you must build a roadmap.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

Qualtrics

FEBRUARY 18, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Don’t measure. When XM is truly embedded across an organization, you need a governance structure to manage it. See what’s new in Experience Management. Experience Management - 16:00 // Thurs, March 12.

2020 29

2020 Marketing Government Leadership 29

SmartKarrot

AUGUST 12, 2021

Manage customer service vendors. Proactively communicates product enhancements and provides visibility into product roadmap to client base. Measures and develops a plan to increase net promoter score (NPS). Analysing usage data, surveying users, running QBRs (Quarterly Business Reviews), presenting product roadmap, etc.

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

Gainsight

AUGUST 2, 2021

In most organizations, CS Operations governs six key components: Reporting. Better attributes include someone passionate about problem-solving—think project management, analytical and curious instead of technical. In Customer Success, operations leaders also play a pivotal role in driving efficiencies by combining technology and data.

Fashion 52

Fashion Leadership NPS Customer Success 52

SmartKarrot

MAY 19, 2022

Coordinate resource management and allocation and control activities leading a cross-functional team to ensure projects are delivered and clients are delighted. Manage a team of Customer Success Managers, enabling them to grow and achieve their targets. Data Focus – analyzing and continuously improving how we work.

Customer Success 19

Customer Success Multi-Channel Roadmap Government 19

SmartKarrot

AUGUST 29, 2022

Role: Senior Customer Success Manager Location: Boston, MA, US Organization: LeanIX As a Senior Customer Success Manager, you will be responsible for the retention of customer accounts by ensuring continuous communication and relentless support and guidance. Ensure a successful and robust onboarding experience for all new customers.

Customer Success 19

Customer Success Call Center Roadmap Government 19

SmartKarrot

JANUARY 11, 2022

Apply here: [link] Role: Customer Success Manager Location: Remote, Denver Metropolitan Area, US Organization: PartsTrader LLC As a Customer Success Manager, you will collaborate with many people on an account, both internal and external. Identify customer needs and provide solutions to enable optimum system usage.

Customer Success 19

Customer Success Roadmap Metrics Government 19

Eptica

MAY 11, 2017

For the sixth year in a row Eptica was included in the quadrant, with particular mention of its artificial intelligence and knowledge management capabilities. He pointed out that there are now over 5,000 senior managers across the globe with responsibility for customer experience.

Customer Experience 51

Customer Experience 2017 Chief Customer Officer Events 51

BlueOcean

SEPTEMBER 17, 2020

This should include operations, IT, HR, information services, workforce management, training, and quality assurance resources. Your and your outsourcer’s tech team will need to collaborate regarding platforms, desktop tools, task management systems, workforce management systems, IVR systems, call recording systems, and more.

Customer Care 156

Customer Care Roadmap Call Recording Fashion 156

SmartKarrot

MARCH 7, 2022

As a player-coach, you both will manage the enterprise customers as well as lead, motivate and enable a team of high-performing Customer Success Managers as we grow and scale the team. Know the product inside and out so you can manage customer activities including onboarding, training, general support, and growth.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

ClearAction

MAY 16, 2016

And in many companies, the customer experience management team reports directly to the CMO. So siloed marketing maturity models are helpful, but not a good measure of what it takes to be fully successful in life. Guidance = Competency development, marketing governance. In all these cases, the answer is: no. Highlighting Hotties.

Marketing 54

Marketing Customer Experience Sports Metrics 54

Experience Investigators by 360Connext

JANUARY 5, 2022

You had clear goals and knew how to measure them. Measurable. You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only what’s to know what’s most important for the year, but also how to communicate and measure that success. Contextual.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

NetBase

MAY 8, 2019

But that’s not all this prolific business leader offers – his entire outlook on life is a roadmap for businesses to follow – and you can bet that top enterprises are. Why Shareholders Love Him. There were quite a few takeaways – but his comments about Wayfair and other online retailers deserves a closer look! Understanding Consumer Behavior.

Consumers 49

Consumers Retail Social Media Roadmap 49

SmartKarrot

AUGUST 4, 2021

Role: Director of Customer Success Location: New York, United States Organization: Namogoo As a Director of Customer Success, you will manage and coach a team of customer success team leads and managers by developing and expanding their customer, product, and domain expertise to build the best in class CS team.

Customer Success 10

Customer Success ROI Roadmap Government 10

SmartKarrot

FEBRUARY 19, 2021

Role: Director of Customer Success Location: Remote, United States Organization: Ivalua As a Director of Customer Success, you will be accountable for the success of the Ivalua customer journey as measured by the net revenue retention for each customer and adoption. We will look for you to lead us in defining what good looks like.

Customer Success 10

Customer Success Roadmap Government Travel 10

Kustomer

APRIL 28, 2022

This is why it’s so important for leaders company wide to be on the same page when it comes to customer life cycle management. So you want to set up not only a journey framework, like a customer life cycle, but also a management process to start working from insight to implementation, not do it once, but continuously.”. Start small.

Management 97

Management Customer Journey Roadmap Customer Service 97

NetBase

OCTOBER 29, 2018

Olivia Sohn , Manager, Research Insights & Analytics delivered a great presentation – pulling out a familiar social icon to make her point about social users craving collective experiences. The NetBase Roadmap – Skating to Where the Puck Is. Managing “Oh $%!#” Syncing Content with Purpose. Social Media Moments.

Brands 60

Brands Social Media Events Presentation 60

Experience Investigators by 360Connext

JANUARY 10, 2023

Service costs are down , thanks to fewer issues and more efficiencies from supply chain management to first issue resolution! You had clear goals and knew how to measure them. Measurable. You began measuring feedback using quantitative data as well as gathering open-ended feedback. Contextual.

2023 143

2023 Customer Journey Mapping Customer Experience Customer Journey 143

UJET

JUNE 4, 2021

Get the jump on your competitors by downloading our free Digital Transformation Roadmap. This is why strategic aspects of change management models should form the foundation of every digital transformation framework. Measure Progress via Baselines and Targets. Ready to modernize your own contact center?

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping. Click here to view SlideShare. Level of maturity.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40