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. This helps you measure improvement over time and track the ROI of your VoC program.

Feedback 221

Feedback Metrics ROI Customer Journey Mapping 221

Centercode

APRIL 16, 2019

His leadership team asked him to develop a framework for measuring the success of his beta team efforts. By the end of this blog post, you’ll have a deeper understanding of how investing time into your beta program metrics can demonstrate your program’s worth to executive leadership. I always recommend making a program metric roadmap.

Metrics 65

Metrics Net Promoter Score ROI Leadership 65

Playvox

AUGUST 8, 2022

These include: Not wanting to return to a physical office, instead preferring remote work Limited opportunities for advancement or low visibility for them as individuals Higher pay at another company Poor management oversight or leadership practices Lack of skills needed to excel in the role Weak company culture Stress and burnout.

Contact Center 78

Contact Center 2022 2021 Leadership 78

Centercode

SEPTEMBER 1, 2020

The leadership team created a beta testing program to solve that problem. Now, their beta test ROI is over 250% — and the team is able to maximize its beta results to the fullest. The target market insights they’re collecting with Centercode enables them to validate research and guide their roadmap.

ROI 98

ROI Roadmap Download Leadership 98

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

Thematic

MARCH 27, 2023

Thirdly, you need to have a strategy in place to be able to uncover opportunities, act on them, and showcase ROI to your stakeholders. Once you’ve embedded an Insights to Action framework in your organisation, you can start demonstrating ROI for your CX initiatives, enabling greater buy-in from your leadership team and C-Suite.

Customer Centricity 71

Customer Centricity Feedback Social Media Roadmap 71

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. Jaclyn: Go to the support team’s leadership, bring data to them, and get some dialogue going. 2: How are people using AI to streamline communication, or gather results from various metrics?

Insights 52

Insights Customer Success Webinar Culture 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. Deliver high value outcomes that create hard ROI and real impact on your customers’ business.

Customer Success 66

Customer Success Roadmap Webinar Customers 66

West Monroe

JUNE 1, 2023

After a customer segmentation analysis, we collaborated with the leadership to restructure their product pricing and packaging, introducing targeted feature bundling that increased cross-sell and up-sell opportunities, improved retention, and supported new growth. Increase data fluency Data is essential to a CPO’s success.

Return on Investment 52

Return on Investment Culture Metrics Financial 52

West Monroe

MAY 17, 2023

Gives more control over all aspects of the product development lifecycle and what features/functionalities are prioritized on the product roadmap, resulting in smoother implementations, greater adoption, and control over the evolution of key business solutions. Avoids ongoing external costs for enhancements and maintenance.

Banking 52

Banking Technology Innovation Roadmap 52

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. Business Performance Leadership. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2.

Culture 88

Culture Roadmap 2012 Customer Centricity 88

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. Increasing Efficiency. Our customers were crushing it this year, and we couldn’t be more proud of the role we played in their success.

2020 75

2020 2021 Webinar ROI 75

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. Lead Cross-Functional Team.

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

West Monroe

JULY 24, 2023

But even if you have a roadmap, it doesn't help if everyone's starting from a different place, right? You can compress the timeframe by just getting the right people on the table at the right time early on and do all the testing, so no rework is created, and it doesn’t eat into your ROI. You have to start from the same place.

B2C 98

B2C Innovation Healthcare Roadmap 98

inmoment

JANUARY 21, 2020

Step 4: Fit Those Initiatives Into Your Roadmap. While on the subject of seeing a CX mission through (and justifying ROI in the boardroom), putting your initiatives on a roadmap is a great way to track projects, evaluate changes, and demonstrate to the C-Suite that CX prioritisation can yield tangible results and performance markers.

Roadmap 52

Roadmap Customer Experience Document Customer Journey 52

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

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. Murphy et al.

Management 69

Management Customer Experience Management Books Financial 69

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. Business Performance Leadership. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2.

Culture 69

Culture Roadmap 2012 Customer Centricity 69

West Monroe

MAY 17, 2023

Gives more control over all aspects of the product development lifecycle and what features/functionalities are prioritized on the product roadmap, resulting in smoother implementations, greater adoption, and control over the evolution of key business solutions. Avoids ongoing external costs for enhancements and maintenance.

Banking 40

Banking Technology Innovation Roadmap 40

West Monroe

APRIL 6, 2022

Accelerates speed to ROI by leveraging pre-built solutions designed to meet a specific need—leading to improvements in employee efficiency and fulfillment while offering timely products and services to meet increasingly digital client expectations. Avoids ongoing external costs for enhancements and maintenance.

Banking 52

Banking Technology Marketing Roadmap 52

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

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

Alida

NOVEMBER 8, 2017

In our Q&A below, Kelly discusses how companies can build common goals to achieve customer centricity, when she realized that passion and empathy were equally important for leadership and how business leader Jack Welch inspires her. What’s on your roadmap for customer initiatives at Vision Critical?

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

Michelli Experience

JULY 25, 2017

Key Leadership Behaviors. In the case of Mercedes-Benz leadership, that vision was shared both through words and in the form of a visual roadmap. I suspect those trust levels are impacting customer engagement and your ROI. What do great leaders do to build the trust of those they serve? Trust, Engagement, and You.

Consulting 45

Consulting Touchpoint Leadership Roadmap 45

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. Apply here: [link].

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

BirdEye

APRIL 25, 2023

It’s a roadmap that outlines your goals, target audience, which social media platforms to use, what kind of social content to create, and how to measure success. Brands can leverage professional content, industry news, job postings, thought leadership articles, videos, and infographics on LinkedIn for the best results.

Social Media 93

Social Media Measurement Metrics Brands 93

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

inmoment

JANUARY 21, 2020

Step 4: Fit Those Initiatives Into Your Roadmap. While on the subject of seeing a CX mission through (and justifying ROI in the boardroom), putting your initiatives on a roadmap is a great way to track projects, evaluate changes, and demonstrate to the C-Suite that CX prioritisation can yield tangible results and performance markers.

Roadmap 40

Roadmap Customer Experience Document Customer Journey 40

C3Centricity

MAY 11, 2020

For more on project management I suggest reading the post “Getting to Yes: A 7-step Roadmap to Successful Project Management.” Once the board has endorsed the initiative, the every-day leadership should be handled by someone who exemplifies customer-centricity and has a passion for customer delight.

Customer Centricity 77

Customer Centricity Chief Customer Officer Return on Investment Culture 77

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. Customer Success Around the Web.

Customer Success 40

Customer Success Net Promoter Score 2019 NPS 40

SmartKarrot

APRIL 26, 2022

Develop effective ROI-focused customer success programs to ensure successful onboarding, adoption, retention, renewal, and expansion for the customers base. Define and drive the ideal customer experience in close partnership with senior leadership across Product, Engineering, Marketing, and Sales.

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

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

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

Gainsight

AUGUST 31, 2020

This allows facilities managers to drive significant brand equity and ROI for their organizations without outsourcing or investing in new infrastructure. Through Mike and Jessica’s leadership, they’ve been able to adopt a plan that gives the CSM team the ability to put feature requests into the roadmap.

NPS 52

NPS Roadmap Chief Customer Officer Customer Success 52

SuiteCX

MARCH 31, 2015

It is very similar to the process and structure around data governance which is a more mature capability in many companies. ©2015 suitecx – Confidential What is the main purpose and goal of your journey mapping efforts? .

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

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. Drive adoption, setting KPIs and success metrics, demonstrating ROI. Communicate product roadmap to customers.

Customer Success 10

Customer Success Roadmap Leadership NPS 10

Talkdesk

SEPTEMBER 18, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. You certainly want to be looking at ROI and the potential upside versus how complicated it will be to enact. Product Management at LinkedIn is responsible for the future roadmap. It’s an art not a science.

2017 40

2017 Roadmap Innovation Customers 40