West Monroe

APRIL 9, 2023

But the hurdles to capitalizing on acquisitions are numerous, and fragmented tech stacks and poor product architecture can lock companies out of promising new markets—stymying their expansion of differentiated product lines. The upshot? Those notions may not adequately address the needs of their recently expanded customer base.

Leadership 52

Leadership Customer Centricity Financial Roadmap 52

CX Accelerator

JULY 1, 2020

Define your digital roadmap, including expectations, roles and responsibilities, and timing. A plan could be bulletproof, but without leadership buy-in and an OCM and communication plan to support it, it will struggle to thrive once rolled out. How can you turn your customers into promoters?

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

West Monroe

APRIL 28, 2024

While much of this has been driven by macroeconomic factors—such as seat compression due to market conditions, and historical over-purchasing fueled by recent rapid growth that has since tapered off—the reality is that an organization’s own operations are often partly to blame.

Customer Retention 52

Customer Retention 2023 Roadmap Sales 52

Gainsight

DECEMBER 21, 2023

However, they’re constantly iterating—the product roadmap is in flux, and the customer base is in flux. Realities of an Early-Stage Company Customer Success is rarely formed in the earliest days of a new company; usually Product, Marketing, Sales, and Finance all come first. Here are the highlights.

2023 52

2023 Customer Success Culture Roadmap 52

West Monroe

FEBRUARY 23, 2023

They ensure focus and expertise in key functions needed for success – from sales and marketing to product development to HR – and maintain accountability for progress against their specific mandate. But in today’s market, the traditional department mandate is quickly evolving.

Leadership 52

Leadership Roadmap Culture Sales 52

West Monroe

APRIL 9, 2023

But the hurdles to capitalizing on acquisitions are numerous, and fragmented tech stacks and poor product architecture can lock companies out of promising new markets—stymying their expansion of differentiated product lines. The upshot? Those notions may not adequately address the needs of their recently expanded customer base.

Leadership 40

Leadership Customer Centricity Financial Roadmap 40

CX Accelerator

JULY 1, 2020

Define your digital roadmap, including expectations, roles and responsibilities, and timing. A plan could be bulletproof, but without leadership buy-in and an OCM and communication plan to support it, it will struggle to thrive once rolled out. How can you turn your customers into promoters?

Contact Center 182

Contact Center 2022 Call Center Roadmap 182

SmartKarrot

DECEMBER 12, 2023

To delve deeper into the nuances of the Customer Success Career Path to Leadership, we bring you a compelling conversation between two industry experts, Bhumika Arora, Founder and Consulting Coach at Ruffday Coaching Services, and Rohan Sheth, Director of Growth at SmartKarrot Inc.

Leadership 10

Leadership Customer Success Chief Customer Officer Customer Retention 10

One Millimeter Mindset

OCTOBER 15, 2018

This connection signifies that we are doing our homework and are engaged in effective marketing. Or, let’s say a client is frustrated with their career trajectory and wants me to develop their next-steps professional roadmap. Is this company “poised to move to the next level” simply because their sales team had a few good years?

Workshop 142

Workshop Roadmap Customer Success Leadership 142

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. Q: What are your recommendations on keeping CSMs from being shoved down to a lower level customer contact after the initial sale.

Customer Success 66

Customer Success Roadmap Webinar Customers 66

Quadient

SEPTEMBER 16, 2022

Well, according to the recent Forrester Wave™ on Journey Mapping Platforms by Forrester’s Joanna de Quintanilha , Michelle Beeson , and Paul McKay , Quadient's Inspire Journey solution is a Leader in the Journey Mapping Platform market. To access, simply visit check this link: The Forrester Wave™: Journey Mapping Platforms, Q2 2022.

Customer Journey Mapping 52

Customer Journey Mapping 2007 Document 2022 52

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. Understand how Khoros is progressing across our platform, including: Marketing, Care, Community, and AI. to present to their leadership team. Advanced Marketing Webinars Watch now.

Multi-Channel 52

Multi-Channel Webinar Social Media Roadmap 52

TechSee

AUGUST 31, 2022

With every new technology, leadership faces the need to balance the desire to make an immediate impact with a quick solution, and deploying a strategic, sustainable, integrated and customized solution. Another positive indicator of long-term viability is investment from, or leadership alumni from other leading platform providers.

Engagement 109

Engagement Culture Technology Omnichannel 109

West Monroe

NOVEMBER 2, 2022

Selling to acquirers remains a difficult exercise in the current economic client—between the steady march of Federal Reserve rate hikes, rising inflation, and more challenging private credit market, the last few months have been anything but easy. Build a realistic roadmap. What’s more, U.S. Develop a value creation story.

Roadmap 52

Roadmap Innovation Financial 2022 52

CustomerSuccessBox

SEPTEMBER 20, 2021

how to design and build a sales & marketing growth machine, etc. The other topics covered are sales, marketing, growth, support, and more. How to balance customer success and revenue in sales. 5 leadership actions to build trust with those who serve customers. SuccessCOACHING. Intercom Blog.

Blog 64

Blog Customer Success Customer Centricity Consulting 64

ChurnZero

JANUARY 8, 2021

Based on our recent Customer Success Leadership Study (releasing early January 2021), 54% of survey respondents have a Chief Customer Officer (CCO) or Vice President (VP) of Customer Success as their highest Customer Success leadership position within their SaaS organization. Staci Satterwhite, Chief Customer Officer, Khoros.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

Gainsight

FEBRUARY 9, 2021

CS Ops can feel gratingly vague to understand since it lacks the long history and norms of our go-to-market cousins in Sales Ops and Marketing Ops. Manny and Scott support the entire customer success group, including CSMs, technical account managers, escalation management, customer marketing, and more. What do you do ?”

Government 52

Government Roadmap Leadership Customer Success 52

Gainsight

MAY 10, 2022

It makes perfect sense: after all, could you imagine scaling your sales team without sales or revenue operations? Or your marketing team without marketing operations? Here are some of the core functions and roles your CS Ops team will take on to help scale your organization: Plan the roadmap for your CS practice.

Customer Success 52

Customer Success Customer Service Magazine Roadmap 52

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

Gainsight

APRIL 8, 2020

Steve is an author, speaker, and product coach, as well as co-creator of the popular product management and marketing frameworks from Pragmatic Institute and QuartzOpen. Plus, trips for our quarterly product reviews with leadership. You can use the same technique for building your product roadmap.

Travel 52

Travel Roadmap Document Sales 52

ChurnZero

FEBRUARY 29, 2024

Jaclyn: Go to the support team’s leadership, bring data to them, and get some dialogue going. Changing a perception like this, within the business, is its own topic, but it really starts with identifying that blocker, which I suggest you start by going to support’s leadership first. As you know, support are firefighting.

Insights 52

Insights Customer Success Webinar Culture 52

Gainsight

OCTOBER 6, 2022

As market conditions shift, the era of growth at all costs has come to an end , and investors now have their eyes on companies that are capable of scaling efficiently. . New AI-based Sentiment Analysis to understand user feedback data and drive better product roadmapping. But we didn’t stop there. Scale with digital.

Customer Success 52

Customer Success Roadmap Feedback Touchpoint 52

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. Q: Though sales and CS are different functions, they’re often viewed as the same. Q: Though sales and CS are different functions, they’re often viewed as the same.

2023 52

2023 Customer Success Chief Customer Officer 2022 52

West Monroe

JANUARY 12, 2022

Enterprise software is rapidly moving away from the traditional sales-led growth model. From our work with enterprise software leadership teams—including chief revenue, product, and strategy officers—we’ve identified two key practices that power high-performing teams and drive repeatable, superior growth.

Innovation 52

Innovation Roadmap Feedback Metrics 52

Amity

JANUARY 9, 2019

It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture. This is just one of the many reasons why Sales and CS should be working closely together and aligned on strategy and execution. Buy-in and commitment has to start at the senior leadership level.

Customer Success 81

Customer Success Leadership Customer Journey Metrics 81

Qualtrics

JUNE 25, 2020

Brand, marketing, and customer experience departments are fundamental to helping businesses discover the opportunity modern marketplaces present. This reality means businesses that use tools like Qualtrics to listen to, understand, and act on the needs of customers, employees, and the wider market have a distinct competitive advantage.

Marketing 26

Marketing Competitive Advantage Advertising Presentation 26

West Monroe

JUNE 1, 2023

Enabling high growth and retention Since the cost of retaining and expanding sales with existing customers is just a fraction of bringing new customers on board, retention is key to profitability. Customer data and analyses of existing market offerings should be the CPOs’ north star.

Return on Investment 52

Return on Investment Culture Metrics Financial 52

West Monroe

JANUARY 18, 2023

But in the late ‘90s, when leadership recognized the legacy wagon model comprised just 25% of sales , the company began introducing more modern iterations to its product lineup, such as mini Tesla Model S replicas. ” How long do you think it would take the bank to get an MVP into the market? The result?

Banking 52

Banking Innovation 2022 Government 52

Gainsight

APRIL 14, 2022

Often, it’s about leadership. Just as you wouldn’t expect to scale without a sales or marketing operations team, you can’t achieve the growth you dream of without a CS Operations team either. But time and again, we’ve seen that VPs of CS shouldn’t split their job between executive leadership and operations. Well done! .

Chief Customer Officer 52

Chief Customer Officer Leadership Customer Success Roadmap 52

Customer Alignment

MARCH 2, 2018

Although she came from a customer facing sales environment, she sought guidance on how she might hit the ground running if she decided to take up this new role. Day 61-90: EXECUTE a roadmap which breaks down how and when you will get to the blueprint Establish and agree the high-level work streams with the wider working team.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

CustomerSuccessBox

JUNE 8, 2021

Effectively communicate customer learnings to the sales and product team to help direct the roadmap of the company. Drive initiatives with marketing for better customer marketing and advocacy. The candidate must also have 4 to 5 years of experience in a Customer Success Manager or sales-related role.

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? Business Performance Leadership. 3 Ultimate Factors of Business Performance Lynn Hunsaker. 1) Customer Insight & Foresight.

Culture 88

Culture Roadmap 2012 Customer Centricity 88

ChurnZero

JANUARY 10, 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. . I am excited to have Lisa as part of my senior leadership team.” 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot .

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

Education Services Group

AUGUST 17, 2021

CSMs come from all walks of life – account management, sales, support, project management , marketing, or another Customer Success function or organization. It also demonstrates that leadership is vested in furthering their career. A roadmap for CSM success. CSM backgrounds may vary. Training clarifies everything.

Customer Success 98

Customer Success Roadmap Engagement Management 98

PeopleMetrics

FEBRUARY 26, 2018

the folks they've endeared themselves to since the start of the sales pursuit. "We Having NPS feedback influence your roadmap and communicating with your clients how you inject end-user feedback into your product investment themes will be met with great enthusiasm. We love these guys!". How to get started? Don’t overcomplicate it.

NPS 96

NPS Net Promoter Score Feedback Roadmap 96

SmartKarrot

DECEMBER 13, 2022

Role: Global Director, Customer Success Location: London, England, United Kingdom Organization: SymphonyAI As a Global Director of Customer Success, you will work with Go to Market, product, and engineering colleagues in all regions to ensure the success of the business in achieving its growth, customer, people, and financial goals.

Customer Success 19

Customer Success Roadmap Leadership Government 19

CustomerSuccessBox

JANUARY 10, 2022

You are also the interface between the client and your Marketing and Product teams. You, therefore, have an impact on the product roadmap to respond better and as quickly as possible to the needs of your customers. The CS team is also becoming more and more responsible for achieving their sales goals. Salary range. Salary range.

2022 52

2022 Customer Success Management 2021 52