Gainsight

OCTOBER 17, 2019

Historically, board meeting agendas were often limited to corporate governance, financial performance, and sales activity. Nothing quantifiable—highlights in releases, roadmaps, tradeoffs. In comparison, most of the other parts of the board meeting are highly measurable: Finance: revenue, operating income, etc.

Metrics 45

Metrics Presentation NPS Roadmap 45

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

West Monroe

DECEMBER 20, 2022

We are interested to see how that metric moves in this year’s survey, given recent economic developments. Dow recently announced its accelerated commitment to deliver 3 million metric tons per year of circular and renewable solutions by 2030. Data governance is also critical, and often overlooked.

2021 52

2021 2022 Metrics 2030 52

West Monroe

DECEMBER 20, 2022

We are interested to see how that metric moves in this year’s survey, given recent economic developments. Dow recently announced its accelerated commitment to deliver 3 million metric tons per year of circular and renewable solutions by 2030. Roadmap and an execution plan to meet your objectives.

2021 52

2021 2022 Metrics 2030 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

Avaya

APRIL 10, 2019

Companies that use any form of AI have seen incredible success metrics, including the following: 95% increase in new customers. It can measure customer sentiment and success, engage customers, assist agents to serve customers, and much more. 80% increase in transactions handled by self-service apps. 45% improvement in customer ratings.

Contact Center 71

Contact Center Virtual Agent Document Roadmap 71

Magellan Solutions

JUNE 14, 2023

Ensure that the outsourcing arrangement aligns with these goals and is integrated into your overall innovation roadmap. Establishing Clear Goals and Metrics You should set key metrics to track the progress and impact of the BPO’s contributions.

Innovation 52

Innovation Transportation Telecommunications Culture 52

CX Journey

MAY 5, 2015

Erin shares specific methodologies, approaches, and proven practices that have moved the needle at John Deere by enabling success in areas of strategic planning, governance, executive buy-in, analytics, VoC, and MoT design and delivery. Steering wheel: organization and governance Windshield: clear vision Wheels: process and tools (e.g.,

Government 68

Government Customer Experience Events Presentation 68

Gainsight

JANUARY 8, 2021

Alignment practices continue to be critical in the roadmap and feature development prioritization for Adobe. “We rely heavily on qualitative and quantitative metrics when focusing on retention and prioritization of our efforts,” Jackie explained. In the Adobe cross-functional environment, it is pivotal to be in lockstep.

Sports 52

Sports Roadmap Government Customer Centricity 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. Drive customer adoption strategies that enable businesses to measure product usage, adoption, and success metrics that help drive customer retention across accounts.

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. This is a great time to catalog and map your operational metrics, as well, and figure out how you will link them to your improvement efforts. Governance : Governance is about both oversight and execution.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

SmartKarrot

APRIL 27, 2022

Influencing the product and marketing roadmap based on insights gained by being the primary customer advocate. Establish a metrics framework to realize and measure business value through the use of Pega software, co-produce a strategic roadmap for transformation, and encourage adoption of best practice through enablement and governance.

Customer Success 19

Customer Success Roadmap Government Innovation 19

Qualtrics

FEBRUARY 18, 2020

Don’t measure. Find out how moving away from the metrics and towards a culture of action can help you become an XM master. When XM is truly embedded across an organization, you need a governance structure to manage it. Government + Public Sector — 15:00-15:45 // Weds, 11 March. Leonie Brown, XM Scientist.

2020 29

2020 Marketing Government Leadership 29

SmartKarrot

JANUARY 11, 2022

Build and lead the world-class Customer Success team by developing and refining processes and procedures to meet/exceed defined KPIs and metrics of success. Provide reporting and metrics to Executive leadership on the progress against set strategy and objectives.

Customer Success 19

Customer Success Roadmap Metrics Government 19

ClearAction

MAY 16, 2016

So siloed marketing maturity models are helpful, but not a good measure of what it takes to be fully successful in life. Metrics monitor the health and provide ongoing inputs to all of the above. Guidance = Competency development, marketing governance. Metrics = Profitability, predictive analytics, enterprise metrics alignment.

Marketing 54

Marketing Customer Experience Sports Metrics 54

SmartKarrot

AUGUST 12, 2021

Proactively communicates product enhancements and provides visibility into product roadmap to client base. Measures and develops a plan to increase net promoter score (NPS). Driving adoption, setting KPIs and success metrics, demonstrating ROI. Helping customers understand and use Showpad’s powerful features to the fullest.

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

SmartKarrot

AUGUST 29, 2022

Develop a metrics tracking plan, ideate around future growth opportunities, and pitch key features and tests to the client. Build clear, measurable KPIs that define success for customers, and continually refine and improve them. Apply here: [link] Role: Customer Success Manager Location: Remote, Canada Organization: Talentify.io

Customer Success 19

Customer Success Call Center Roadmap Government 19

SmartKarrot

MAY 19, 2022

Establish a metrics framework to realize and measure business value through use of Pega software, co-produce a strategic roadmap for transformation, and encourage adoption of best practice through enablement and governance.

Customer Success 19

Customer Success Multi-Channel Roadmap Government 19

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

SmartKarrot

MARCH 7, 2022

Define and develop metrics and dashboards to provide visibility and actionable insights to internal teams and leadership. Deliver key success metrics such as NPS and Net Recurring Revenue. Use discrete and aggregate measures of customer health to drive insights, to identify and mitigate areas of risk, and to take proactive action.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

BlueOcean

SEPTEMBER 17, 2020

Understanding with complete clarity what success measures are important for you as the client is the single most important aspect of the transition. If that suite doesn’t include the specific metrics that align with your goals, now is the time to get started on developing custom reports. You deserve it.

Customer Care 156

Customer Care Roadmap Call Recording Fashion 156

SmartKarrot

AUGUST 4, 2021

Develop a trusted advisor relationship with key customer stakeholders to fully understand the customers’ business strategies and measurements for success. Own and drive ARR growth of existing SKUs, governance of all account initiatives. Drive success metrics including tracking the impact of platform and deployment efforts.

Customer Success 10

Customer Success ROI Roadmap Government 10

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. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

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. Advocate customer needs/issues cross-departmentally.

Customer Success 10

Customer Success Roadmap Government Travel 10

Experience Investigators by 360Connext

JANUARY 10, 2023

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 know what’s most important for the year, but also how to communicate and measure that success. Contextual.

2023 143

2023 Customer Journey Mapping Customer Experience Customer Journey 143

Gainsight

FEBRUARY 9, 2021

With Manny and Scott in separate teams and supporting so many leaders between them, governance has become something of a superpower in their toolkit. Governance has some straightforward value, such as agreeing on a roadmap, alerting stakeholders of upcoming changes, and surfacing redundancies. So how does PTC do it?

Government 52

Government Roadmap Leadership Customer Success 52

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. Governance in Customer Journey Mapping March, 2015.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

Qualtrics

FEBRUARY 18, 2020

Check out our guide to the must-see sessions for government and public sector organizations at X4. Take a deep dive into XM in government. Take an XM deep-dive into Government and Public Sector. Join Moira Dorsey to learn how to build your CX roadmap and plan your path to CX maturity. Don’t measure.

Government 29

Government 2020 Leadership Events 29

SmartKarrot

MARCH 18, 2021

Hence, product team can evolve their features, adjust their roadmap and prioritize their deliverables through customer success agile framework. Having clear plan on governance & decision making. What metrics would you be considering as growth indicator? Marketing team. Requirement Documentation. Defining success.

Customer Success 10

Customer Success Document Government Customers 10

West Monroe

JANUARY 18, 2023

A caveat: Organizations will need to build a new governance model that realigns decision-making rights across the delivery system. Measurement processes support responsive, data-driven decision making Data about product performance and usability is obviously critical. And it needs technologists (e.g.,

Banking 52

Banking Innovation 2022 Government 52

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. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

CSM Practice

DECEMBER 4, 2020

Now most companies have a health score; Most customer success teams develop a health score and I talk a lot about it in my podcasts and webinars that I do throughout the year, how a customer health score in its designation is a very internal type metric. They must have tight governance around their businesses. Is my customer healthy?

NPS 69

NPS Customers Customer Success Measurement 69

Pointillist

AUGUST 14, 2018

The decision to conduct a paid pilot depends upon your company size, project scope, internal processes and governance. Track Key Metrics in Real-time and Over Time. At this stage, go back and look at the business metrics you had targeted for impact at the time of setting goal. Measure Success.

Customer Journey 41

Customer Journey Metrics Measurement Touchpoint 41

Qualtrics

FEBRUARY 18, 2020

Join Moira Dorsey to learn how to build your CX roadmap and plan your path to CX maturity. Don’t measure. Find out how moving away from the metrics and towards a culture of action can help you become an XM master. When XM is truly embedded across an organization, you need a governance structure to manage it.

2020 29

2020 Government Leadership Events 29

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. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

Pointillist

JULY 25, 2018

Success Metrics for the Team Champion – It is important for the champion to understand thoroughly the value of customer journey analytics as an analytics platform and believe that the regular users have built proficiency to use the platform meaningfully on a regular basis. Pick a mix of financial, customer and operational metrics.

Customer Journey 43

Customer Journey Events Metrics Government 43

Kustomer

APRIL 28, 2022

You mentioned a little bit about implementation, you mentioned about frameworks or governing. Journeys are like this messy feeling driven experience, driven artifacts and our products are like, there’s features, there’s epics, there’s a roadmap, there’s priorities. We have metrics. Do we measure it again?

Management 97

Management Customer Journey Roadmap Customer Service 97