ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Metrics help separate process that are working from processes that need more fine-tuning.

Metrics 40

Metrics Customer Success Measurement Roadmap 40

Centercode

DECEMBER 22, 2020

The ROI of Testing Pre-Release Products with Centercode. This combination ebook-and-worksheet is a roadmap for keeping testers engaged, because targeted feedback is critical to product success. Understanding Tester Engagement Through Metrics (Cheat Sheet + Worksheet). Increasing Efficiency. The Tester Engagement Pocket Map.

2020 75

2020 2021 Webinar ROI 75

Amity

NOVEMBER 6, 2017

Tease Them With Your Product Roadmap. If your customers care about your product, they’ll be curious about new features, and they’ll want to be in the know about long-term product roadmaps. Below are some useful tips to get unresponsive customers to finally get back to you. Congratulate Them.

Roadmap 81

Roadmap Blog Metrics ROI 81

ClearAction

MAY 3, 2019

In my talk show with Dennis, he laid out six mission-critical trends for digital experience strategy: visionary leadership, customer experience differentiation, brand-customer gap prevention, co-creation of business models, strategic data monetization, and digital empathy. 1) Visionary Leadership. We’re moving into a new model.

Leadership 48

Leadership Customer Centricity Metrics Technology 48

ClearAction

APRIL 17, 2019

This type of leadership is indeed rare: it wasn’t the nucleus of your university’s business curriculum, it’s not yet central to Wall Street’s conversations about your company, and it’s not yet the focus of prominent business journals. The entire leadership team must be aligned, with nobody left behind. Longer Horizon.

Management 69

Management Customer Experience Management Books Financial 69

SmartKarrot

APRIL 26, 2022

Build centralized sources of truths for key cross-functional metrics (e.g., Develop effective ROI-focused customer success programs to ensure successful onboarding, adoption, retention, renewal, and expansion for the customers base. Measure operational metrics and tracking/reporting for the exec team, company, and board.

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

Gainsight

OCTOBER 27, 2022

Join Gainsight’s Product Leadership for an inside look at the new features and capabilities that will disrupt the market and enable you to build a more unstoppable business with customer-led and product-led growth at the center. . ” triggers a mix of mystery and anxiety, this is the session for you. . Avoiding Management Debt.

Customer Success 52

Customer Success Roadmap Measurement ROI 52

Gainsight

APRIL 26, 2019

In the “final frontier” there isn’t a roadmap to follow. You’ll hear all about these trends beyond just the leadership question at Pulse, but I wanted to give you a sneak peek with this post. Understands larger financial model and helps with (1) self-funding paid CS or (2) delivering clear ROI from CS.

Leadership 79

Leadership Customer Success 2010 2020 79

SmartKarrot

AUGUST 12, 2021

Actively coaches and develops the team through effective communication, mentorship, and leadership; acts as a point of escalation. Proactively communicates product enhancements and provides visibility into product roadmap to client base. Driving adoption, setting KPIs and success metrics, demonstrating ROI.

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

ChurnZero

AUGUST 30, 2019

In this session, You Mon led the discussion around why churn is the number one enemy against scaling your SaaS business (other than your culture and leadership). Deliver high value outcomes that create hard ROI and real impact on your customers’ business. We are happy to say it was a great event all around.

Customer Success 40

Customer Success Net Promoter Score 2019 NPS 40

ChurnZero

DECEMBER 20, 2019

C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. And be prepared to offer real numbers (additional revenue, increased engagement , and satisfaction) as part of your pitch; make sure your leadership understands the real value behind the vision. . .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

SmartKarrot

DECEMBER 3, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Robert Walters As a Vice President of Customer Success, you will work with the leadership team to define CS metrics and develop systems to effectively track these. Identify opportunities and lead upsell/cross-sell deals from start to finish.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

Gainsight

JUNE 11, 2021

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. ONE Powerful Word That Can Transform Your Customer Relationships with the incredible Nils Vinje, Founder and CEO at Glide Consulting and 30 Day Leadership. Human-First Customer Success.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

SmartKarrot

OCTOBER 25, 2021

Build the process of working with SheerID’s largest customers and partner with Sales in developing a roadmap for revenue growth and retention. Partner with EMEA Sales Leadership to develop the plan for Customer Success expansion into that region.

Customer Success 19

Customer Success Roadmap Customers ROI 19

ClientSuccess

JULY 23, 2019

What are their metrics? How are they leveraging those metrics to make decisions and provide visibility internally? Quarterly strategy or business reviews allow us to present key KPIs, metrics, benchmarks, and recommendations to our customers. This starts with our leadership and trickles down to the frontline employee.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

SmartKarrot

DECEMBER 21, 2020

Role: VP of Customer Success Location: Pleasant Grove, UT, US Organization: IsoTalent As a VP of Customer Success, you will develop and execute a strategic roadmap for the customer success organization. Analysis of operational metrics to determine strategic wins and drive improvements that will increase value for cloud customers.

Customer Success 10

Customer Success Roadmap Leadership NPS 10

SmartKarrot

JUNE 30, 2022

Represent the voice of the customer to inform the sales process and product roadmap. Apply here: [link] Role: Director, Customer Success Location: Remote, United States Organization: ResMed As a Director of Customer Success, you will lead a team in managing customer relationships, driving customer ROI, and managing churn.

Customer Success 19

Customer Success Roadmap Metrics ROI 19

SmartKarrot

MARCH 7, 2022

Define, drive, and demonstrate the value (ROI) delivered to Urbint’s customer base. 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.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

SmartKarrot

JUNE 29, 2021

As part of the DocMatter leadership team, you will present department metrics and outputs to executive leadership and during company-wide meetings. Partner with the Sales Account Executives and Sales leadership on strategies for health and growth on strategic accounts. Build executive-level customer relationships.

Customer Success 10

Customer Success Leadership Roadmap Metrics 10

SmartKarrot

DECEMBER 9, 2020

Monitor and report to leadership on key Customer Success Management metrics; continuously assess and proactively drive efforts to enhance performance and ensure excellent customer satisfaction scores. Representing the voice of the customer to inform our sales process and product roadmap.

Customer Success 10

Customer Success Return on Investment ROI Leadership 10

GetFeedback

JANUARY 27, 2020

ROI: If VoC results aren’t tied to clear financial metrics or business goals, you can’t validate the impact of your program. Buy-in: When one or more of the above criteria are not met, leadership may not see an incentive to invest in a VOC program. Step 2: Set clear goals and success metrics.

Feedback 221

Feedback Metrics ROI Customer Journey Mapping 221

Gainsight

SEPTEMBER 8, 2021

Thankfully, the ROI calculation for CS Ops is simple: If you were to improve your retention by 5%, your expansion by 5%, or your account coverage ratios by 5%, how much would you earn or save? These other teams sometimes have the skills to be true thought partners and business consultants, taking that pressure off of CS leadership.

Marketing 105

Marketing ROI Leadership Customer Success 105

SurveySparrow

SEPTEMBER 8, 2021

As it focuses on pretty much everything about the employees – how they feel about your company, the benefits offered, the vibe they’re getting, office culture, etiquette, and leadership qualities. Correlates technical metrics with employee sentiment to deliver a better experience. Top 10 EX Management Softwares .

Employee Experience 59

Employee Experience 2021 Management Culture 59

ClientSuccess

AUGUST 27, 2019

Another aspect we must remember is the ROI being derived from our product or services. . Coupled with the overall customer experience, it makes sense to implement a customer health program and look at the key metrics that drive a customer’s success. Ultimate Guide to SaaS Customer Success Metrics. Question 6.

Customer Success 40

Customer Success Culture Books Blog 40

SmartKarrot

NOVEMBER 19, 2020

Role: Customer Success Director, North America Location: Newton, MA, US Organization: CyberArk As a Customer Success Director, you will be responsible to accelerate time to value and drive higher product adoption by aligning customer goals to education, adoption roadmaps, and regular engagement with the customer.

Customer Success 10

Customer Success Consulting Roadmap Government 10

ChurnZero

AUGUST 23, 2019

What types of metrics should this role be responsible for. What other goals or metrics do you recommend for CS Ops? You don’t want to tie them to metrics that sometimes are impacted by a really wide variety of uncontrollable environments and scenarios such as NPS. How can systems and tools empower your customer teams.

NPS 40

NPS Customer Success Sales Metrics 40

SmartKarrot

OCTOBER 23, 2020

Also, align with finance and the management team on key metrics and objectives. You will need to build relationships with them and regularly engage by presenting product roadmaps and executive briefings, running QBRs, managing escalations, and conducting regular status calls. Strategize and identify new use cases to grow accounts.

Customer Success 10

Customer Success Roadmap Customer Satisfaction Books 10

SmartKarrot

FEBRUARY 4, 2021

Define, drive, and demonstrate the value (ROI) delivered to Urbint’s customer base. Define and develop metrics and dashboards to provide visibility and actionable insights to internal teams and leadership. Find ways to deeply understand the customers’ objectives and become a trusted right-hand advisor.

Customer Success 10

Customer Success Consulting Roadmap ROI 10

Gainsight

DECEMBER 6, 2022

When approached thoughtfully, they can help build bridges between your company and your customers, show ROI, remove barriers and forge strong connections that will last throughout the customer’s lifetime. . Include high-level thought leadership and/or industry trends to frame the conversation. DO Demonstrate Value and ROI.

Presentation 52

Presentation ROI Leadership Roadmap 52

Thematic

MAY 22, 2019

Such as: proving customer experience ROI scaling CX across international borders, and best practices for prioritizing CX for the C-suite. Proving Customer Experience ROI. And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps.

2019 97

2019 ROI Metrics Hospitality 97

ChurnZero

FEBRUARY 29, 2024

And remember too that if you’re managing up, leaders love to see how it’s going to impact ROI, so you’ll need to put some numbers behind it. 2: How are people using AI to streamline communication, or gather results from various metrics? Jaclyn: Go to the support team’s leadership, bring data to them, and get some dialogue going.

Insights 52

Insights Customer Success Webinar Culture 52

Education Services Group

MAY 27, 2022

Whether you’re a Customer Success leader who just came onboard with a new company or have been in the same leadership role for a few decades—do this exercise. Side benefit: this model can serve as a foundation to feed into a future capacity plan or ROI model…actually, that should be the point of this model. The Metrics Matrix.

Customer Success 52

Customer Success Metrics Document Customers 52

SmartKarrot

MAY 11, 2022

Director of Customer Success, you will own your team’s metrics and create strategies to exceed them, focused on expansion, churn mitigation, success planning, and customer satisfaction. Predictively identify and reduce any risks to product adoption, usage, and/or renewal, working with Senior Leadership where needed.

Customer Success 19

Customer Success Roadmap Customer Satisfaction Government 19

SmartKarrot

MAY 24, 2022

Apply here: [link] Role: Customer Success Director Location: Remote, New York, NY, US Organization: People.ai As a Customer Success Director, you will build and deliver upon mutually agreed upon success plans with buy-in from customer’s sales, marketing, and operational leadership. data architecture, and how to integrate People.ai

Customer Success 3

Customer Success E Commerce E-support Roadmap 3

CustomerSuccessBox

JUNE 8, 2021

Conduct strategic Business Reviews(EBR and QBRs) to understand the customer lifecycle milestones, and also to communicate the value of the product and showcase product ROI. Effectively communicate customer learnings to the sales and product team to help direct the roadmap of the company. Own Key Metrics. How should they work?

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

SmartKarrot

JANUARY 5, 2022

Gather market feedback and collaborate with product and analytic teams to help shape future enhancements and product roadmap. Liaise with company leadership to determine and build marketing materials to support business development efforts. Increase the ROI customers get from Veeva CRM.

Customer Success 2

Customer Success Roadmap Call Center ROI 2

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos. LinkedIn : [link]. Website : [link]. LinkedIn : [link] /.

2020 132

2020 Customer Experience Magazine Consulting 132