Gainsight

JANUARY 6, 2023

We compiled our best product experience resources from last year, including blogs, ebooks, webinars, and more. You’ll learn everything from utilizing product analytics and product adoption strategies to career advice for product management professionals. Are Product Managers Chief Executives of Their Product?

2023 52

2023 Roadmap Webinar Metrics 52

Gainsight

JULY 10, 2023

If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start. Start Simple With One-to-Many Webinars For organizations looking to augment the role of CSMs through digital means, several strategies can be initiated.

Webinar 52

Webinar Roadmap ROI Touchpoint 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. In this webinar you’ll: Learn about key innovations and investments across the Khoros platform. Webinars & Events Some event areas are limited to Khoros customers only. Available On-demand.

Multi-Channel 52

Multi-Channel Webinar Social Media Roadmap 52

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

Lithium

JULY 7, 2021

Community Managers & Mental Health Khoros Strategic Services team dive into how fostering connection and meaningful relationships can lead to improved mental health. Updates to LinkedIn Metrics Updates to LinkedIn metrics in the Marketing platform will create more consistency with native analytics.

2021 52

2021 Roadmap Webinar Leadership 52

Lithium

AUGUST 3, 2021

Khoros | Twitter Ads Discovery Program We are looking to get your feedback early in the process to ensure that we're building features with your use cases, goals, workflows, and success metrics in mind. Sign up now Influence our roadmap. Webinars & Events Some event areas are limited to Khoros customers only.

2021 52

2021 Webinar Events Download 52

COPC

MAY 31, 2022

The COPC Customer Experience (CX) Standard is the most established and accepted performance management system. Together they are responsible for managing, developing and expanding the?COPC Each month, a data-rich report is released, followed by an interactive expert-led webinar to review the findings. are the latest updates.?.

Customer Experience 104

Customer Experience Contact Center Consulting Metrics 104

Lithium

NOVEMBER 1, 2022

Podcast] Diversifying Metrics and the Rise of the Conversation Curator Our guest is none other than Legendary Khoros Titan, Claudius Henrichs, Head of Community at Dataiku brings a wealth of knowledge around how closely related the learning experience, and the community experiences are. Manage View Updates.

2022 52

2022 Roadmap ROI Social Media 52

Lithium

DECEMBER 6, 2022

How General Motors Found a Best-in-Class Social Media Management Solution with Khoros The GM Social Media CoE needed to find the best listening, engagement and customer care tools to deliver a first-class experience across social for its fans, so they decided to reevaluate GM’s social media management software to better deliver on that promise.

2022 52

2022 Social Media 2023 Roadmap 52

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. If you missed the webinar, you can watch it on demand.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

ClientSuccess

NOVEMBER 22, 2021

But did you know sentiment management can also be a customer marketing focus? While many customer success teams use NPS as a performance metric to gauge team members’ success, there is potentially even more value in the data from a customer marketing angle. eBook: 5 Ways To Surprise & Delight Your Customers.

Marketing 52

Marketing NPS Voice of Customer Social Media 52

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. Research Stage. Evaluation Stage.

Metrics 40

Metrics Customer Success Measurement Roadmap 40

Clarivate

DECEMBER 13, 2017

We know because we work with these companies who have that deep level of intent and passion to re-focus their entire company’s mission, organizational structure, operations, products, services, rewards, training, metrics, reports, and even job titles to be focused from the customer perspective. appeared first on CustomersFirst Now.

Customer Experience 49

Customer Experience Management Customer Journey Mapping Roadmap 49

Lithium

MAY 4, 2021

Building and Integrating Custom Metrics [Video/Blog] : In this short tutorial, I’ll show you when it would be useful to build custom metrics, how to create them and how to integrate them into your dashboard. Webinars & Events. Khoros Roadmap Webinar Tuesday, June 8 • Register today! Apple iOS 14.5

2021 52

2021 Webinar Events Social Media 52

Gainsight

JULY 26, 2022

This product experience imperative was the exact topic of the Catapult webinar with Morgan Redwine from Dealerware. . With product usage data in place , you’ll have the ability to see macro-level and micro-level product metrics that could in-turn trigger timely customer communications and CTAs.

NPS 59

NPS Webinar Roadmap Feedback 59

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. Companies that use any form of AI have seen incredible success metrics, including the following: 95% increase in new customers. 45% improvement in customer ratings.

Contact Center 71

Contact Center Virtual Agent Document Roadmap 71

Oracle

OCTOBER 17, 2019

This is a preview of the on-demand webinar, Best-in-Class Customer Journey Management: How to Deliver Truly Connected Service Experiences. Delivering a truly connected service experience is integral to managing today’s customer journey. improvement in year-over-year customer referrals.

Customer Journey 44

Customer Journey Effort Score Webinar Social Media 44

CSM Magazine

JANUARY 25, 2022

In a world where ‘work from anywhere’ has become the norm, how do organisations manage the efficient scheduling and forecasting of their staff while keeping teams connected and meeting service levels? Creating the CX and EX vision to drive the technology roadmap. Many believe modern contact centres have become far too complex.

Average Handle Time 52

Average Handle Time Roadmap Webinar Technology 52

ChurnZero

APRIL 26, 2019

Your new Customer Success Manager only gets to experience their first day on the job once. The difference between an effective and ineffective employee onboarding experience determines the long-term success of a new Customer Success Manager (CSM). Tip 1: Think Like a Human Resources Manager.

Demo 58

Demo Metrics Customer Success Measurement 58

ChurnZero

APRIL 8, 2020

When it comes to product development, weighing customer ideas and feature requests against your own vision and priorities on the roadmap is always a delicate balancing act. Ultimately, if you’re looking to reduce churn and increase retention rates—and let’s face it, which SaaS company is not focused on these metrics?—developing

Customer Journey Mapping 81

Customer Journey Mapping Roadmap Customer Journey Customer Success 81

Wootric

SEPTEMBER 2, 2020

As in: The Technical Product Manager will work closely with the marketing and engineering teams. Register for this webinar with Misti Cain! When planning campaigns, designing product roadmaps, or developing features for your customer, include user stories as told from your customers’ point of view. Create a Customer Shadow.

Net Promoter Score 59

Net Promoter Score Customer Centricity Reference Roadmap 59

Kustomer

JUNE 1, 2021

I’ll walk you through the recent improvements we’ve made to our customer support, in addition to what is on the roadmap. monthly training webinars and ad-hoc training, as requested, and introduced a pilot Premiere Support Program to offer short term dedicated support for clients who may need a little extra help from time to time.

Roadmap 98

Roadmap Webinar Feedback B2B 98

SmartKarrot

OCTOBER 19, 2022

Partnering with the Sales and Product teams to define product goals and Tread’s roadmap. Training (on and off site), onboarding new users, and managing technical requests and queries. Manage the client data collection process throughout onboarding. Manage the client data collection process throughout onboarding.

Customer Success 19

Customer Success Roadmap Banking Webinar 19

Gainsight

FEBRUARY 20, 2019

Depending upon your company’s product roadmap, you might be shipping and refining new product updates monthly, weekly, or even daily. Product Experience Management and Accountability. Scalable, effective product experience execution requires alignment across roles with metrics that hold each stakeholder accountable.

Roadmap 45

Roadmap Demo Measurement Customer Success 45

ChurnZero

OCTOBER 28, 2022

To get the rest of our findings, watch our webinar, 2022 Customer Success Study results revealed , in which our expert panel offers their take on the big trends, triumphs, and gaps across the industry. How do you manage this knowledge gap given that sales is money-motivated and CS is relationship-motivated?

2023 52

2023 Customer Success Chief Customer Officer 2022 52

Amity

MARCH 20, 2016

Collaborate on the customer roadmap. Always show the customer the roadmap and how they can continue to get better with your service. “Know the individual audience” versus “Message to the company” Segment events based on roles (training, webinars, best practice discussions). Message directly to users.

Roadmap 60

Roadmap Webinar Measurement Customer Retention 60

SmartKarrot

JULY 28, 2022

Role: Director of Client Success Location: Remote, United States Organization: seoClarity As a Director of Client Success, you will direct and manage a world-class team with a focus on training, development, and customer-centric advocacy. Master the art of managing multiple projects at a time while respecting different deadlines.

Customer Success 19

Customer Success User Experience Roadmap Customer Relationships 19

SurveySensum

FEBRUARY 14, 2024

But it’s not just for the employees – these employee feedback tools give managers and HRs real-time data to make smart decisions and improve the workplace vibe. User-Friendliness: Ensure the tool is user-friendly for both managers and employees. This can include customer support, tutorials, webinars, and documentation.

2024 52

2024 Feedback Culture Demo 52

SmartKarrot

SEPTEMBER 3, 2021

Role: Senior Customer Success Manager Location: Remote, Salt Lake City, UT, US Organization: Axon As a Senior Customer Success Manager, you will engage with your customers through regular calls, business reviews, and daily needs. Monitor and manage adoption metrics to ensure customers are utilizing the full Axon platform.

Customer Success 19

Customer Success Roadmap Document Webinar 19

ChurnZero

JANUARY 10, 2020

Customers’ expectations for exceptional service are changing faster than ever, so it was critical to add to the Talkdesk management team a strong CCO who can provide a thorough customer perspective in executive decisions,” said Tiago Paiva, CEO, Talkdesk. Gadde also held various leadership positions at HP, Genesys and Mercury Interactive. .

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

SmartKarrot

MARCH 21, 2023

Use your management consulting skills to provide customers with strategic direction on their e-commerce or ad spend management projects as well as assistance in identifying and resolving complicated business problems. Lead a group of customer success managers and make sure they are working towards the same goals.

Customer Success 19

Customer Success E Commerce E-support Consulting 19

CustomerSuccessBox

NOVEMBER 1, 2018

The secret of successful managing is to keep the five guys who hate you away from the four guys who haven’t made up their minds. —?Casey Now, XebiaLabs expects customer success to manage expansions and renewals as Tj and his team are engaged more and more with the customers. Maintenance: Account touchpoints, roadmap calls, etc.

Customer Success 40

Customer Success Webinar Customers Metrics 40

Oracle

JANUARY 15, 2021

Travis Pelleymounter , Vice President of Tickets Sales & Service and Christina Kori , Digital Marketing Manager for the Tampa Bay Lightning, joined me for an Oracle Customer Spotlight Series webinar in advance of the first game of the new NHL season.

Sales 52

Sales Marketing Sports Roadmap 52

SmartKarrot

JANUARY 7, 2022

Create a company-wide culture of Customer Success through cross-departmental collaboration (marketing programs, product roadmaps, financial forecasting). Collaborate with team members to develop key metrics, including engagement, member feedback, and cost savings, to help predict and improve customer retention and expansion.

Customer Success 19

Customer Success Roadmap Consulting Customer Satisfaction 19

ChurnZero

AUGUST 30, 2019

We believe that now more than ever it’s imperative that corporate leaders set a high standard in their commitment to Customer Success, and this one metric (churn) is essential to any growing SaaS organization. Split out Sales and Account Management . Upcoming Webinar. We are happy to say it was a great event all around.

Customer Success 40

Customer Success Net Promoter Score 2019 NPS 40

ChurnZero

JULY 12, 2019

Successful applications can easily prove the value they provide (from the onboarding phase on), keep reminding users of what they’ve achieved and how their situation has improved while accessing a particular service, and lead customers to success by effectively impacting metrics and KPIs. Your roadmap can partially influence that.

Customer Success 75

Customer Success Roadmap Metrics User Experience 75

CSM Practice

JANUARY 1, 2017

In the technology industry, customer success management is developing into a vital department. Most companies have an on-premise #CustomerSuccess program that typically comes in the form of TAM (Technical Account Management) services. Recently, many companies are moving from on-premise to SaaS. Click to Tweet.

Customer Success 58

Customer Success Metrics E-support Customers 58