TechSee

DECEMBER 16, 2020

Being able to streamline and simplify processes has optimized services and given Hippo an operational edge with increased first contact resolution (FCR) and net promoter score (NPS), reduced claim life cycle, and decreased average claim handling cost. A large housing association in the UK, LiveWest owns and manages almost 40,000 homes.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

ChurnZero

FEBRUARY 26, 2021

To bridge that gap and drive goodwill across the organization, Sana recommends incentivizing CSMs for not only driving ROI for their book of business but also for other internal functions. For example, Product Managers can share research requests when they want to talk to a customer with pain points related to a feature in review.

Customer Success 59

Customer Success Management Roadmap Feedback 59

Thematic

APRIL 3, 2024

Data-Driven Decision Making: Voice of the Customer insights replace guesswork, empowering you to make informed choices about marketing campaigns, pricing strategies, and operational changes that deliver measurable ROI. The SurveyMonkey reports in Salesforce are really useful and allow for NPS visibility across all teams and departments.

Social Media 62

Social Media Feedback NPS Insights 62

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

Gainsight

MAY 13, 2020

We wrote about our process here and we are hosting a follow-up webinar dedicated to our Risk Management approach with Gainsight customer FinancialForce. . Using Gainsight, they are able to map use cases and urgency into a roadmap which is translated into a Customer Success Plan that both the CSM and the customer have alignment around.

Roadmap 59

Roadmap ROI NPS Customer Success 59

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Check out Irit’s interview where she gives insights into how you can manage churn efficiently. . Q: Who should be responsible for managing ‘churn’ in a firm? The following is what she has to say.

Management 52

Management Customer Success 2013 Metrics 52

Centercode

APRIL 16, 2019

These are the types of questions that suddenly pop into the minds of product and program managers when an executive team comes looking for Key Performance Indicators (KPIs). I recently had an opportunity to work with Alex Larsen , the manager of the technical operations beta team at Trimble Transportation, on just that. Satisfaction.

Metrics 65

Metrics Net Promoter Score ROI Leadership 65

SurveySensum

OCTOBER 4, 2023

An automotive customer feedback tool is software designed to collect, manage, and analyze customer feedback and opinions within the automotive industry. Cost Consider the pricing structure and ROI potential, as cost-effective feedback tools can help automotive businesses make informed decisions while optimizing resources.

Automotive 52

Automotive Feedback 2023 Demo 52

Solvvy

OCTOBER 25, 2022

What Is the Difference Between CSI, CSAT, and NPS? Another popular customer satisfaction rating tool is Net Promoter Score® (NPS). Unlike CSAT or CSI, NPS asks just one question: “How likely are you to recommend us to a friend, colleague, or family member?” of Promoters – % of Detractors = NPS. __.

Customer Satisfaction 62

Customer Satisfaction Measurement NPS Metrics 62

Thematic

MAY 19, 2022

The operational and time-consuming tasks that are/were traditionally part of the product manager workload now fall within the remit of product ops. This empowers product managers to focus on building products with better market fit, whether the company’s product focus is a trail shoe, new e-bike technology or a SaaS offering.

Net Promoter Score 71

Net Promoter Score Feedback E-support Insights 71

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence. What Came Of All This?

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

Wootric

AUGUST 29, 2018

Plus, qualitative customer research leads to making data-informed decisions that streamline product management, ensure customer success, and make marketing and sales far more efficient. Product Managers: Why You Should Include Customer Success Milestones in Your User Flow. Segment for easily managing your tools without dev.

Net Promoter Score 65

Net Promoter Score Effort Score NPS Customers 65

ChurnZero

AUGUST 30, 2019

Split out Sales and Account Management . Pay Attention to Net Promoter Score (NPS). From @jasonlk ‘s playbook for going from $1m to $10M, make NPS a top 3 goal. Deliver high value outcomes that create hard ROI and real impact on your customers’ business. Totally agree. saas #saastrscale #scaleups. at Talkdesk.

Customer Success 40

Customer Success Net Promoter Score 2019 NPS 40

Gainsight

OCTOBER 27, 2022

We’ll dig into building out your roadmap and major milestones for the first year including identifying the need, getting buy-in, building and launching, and measuring success. Avoiding Management Debt. CS Ops plays a critical part in demonstrating the ROI of CS.

Customer Success 52

Customer Success Roadmap Measurement ROI 52

SmartKarrot

AUGUST 12, 2021

Manage customer service vendors. 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.

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

SmartKarrot

DECEMBER 3, 2021

Scale and improve process and tools by up-leveling & implementing new tools that further critical areas of customer growth, such as KPI benchmarking, customer training and education, NPS surveys, and customer feedback. Communicating measurable value and proactively identify development needs at our customers.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

SurveySensum

JULY 11, 2023

The Temkin Group, ROI of Customer Experience report implies that ‘loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering.’ Continuously Gather Customer Feedback and Act Upon It Conducting customer feedback regularly empowers brands to ask, listen, and act.

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

SurveyGizmo

DECEMBER 21, 2022

The more you know about a customer’s current emotional state, the more you can tailor your marketing campaigns to provide an engaging, helpful experience and adjust your product roadmap to meet customer needs faster. Identifying and utilizing your fans (directing them to leave reviews, encouraging them to share on social media, etc.)

Customer Engagement 52

Customer Engagement Feedback Engagement Roadmap 52

ChurnZero

DECEMBER 20, 2019

The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. Leading CS practices are looking for ways to actualize the value proposition into their playbook and maturity model so there is an execution path and narrative for driving ROI and expansion. . .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

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. Create a process for measuring customer experience and satisfaction such as tracking NPS and involvement with the Customer Advisory Board.

Customer Success 10

Customer Success Roadmap Leadership NPS 10

SmartKarrot

MARCH 7, 2022

As a player-coach, you both will manage the enterprise customers as well as lead, motivate and enable a team of high-performing Customer Success Managers as we grow and scale the team. Define, drive, and demonstrate the value (ROI) delivered to Urbint’s customer base.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

SmartKarrot

JUNE 22, 2022

Role: VP, Customer Success Location: Pleasant Grove, UT, US (Hybrid) Organization: Whistic As a VP of Customer Success, you will develop and execute a strategic roadmap for the customer success organization. Develop programs to turn Whistic customers into raving fans, delivering high NPS and a collaborative relationship with key customers.

Customer Success 19

Customer Success Customer Journey Roadmap Customer Satisfaction 19

ChurnZero

AUGUST 23, 2019

I think that the reason that this team is invested in early is because you’re generally investing in the must-haves, you have to have Customer Success Managers. I have seen CSMs, Implementation Consultants, Product Manager, roll up their sleeves and dive in on projects. Say- in the next 90 days we’re going to implement an NPS process.

NPS 40

NPS Customer Success Sales Metrics 40

ClientSuccess

OCTOBER 10, 2017

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. This is where ROI and monetary impact need to be clearly communicated from both sides (the client and the CSM). Evaluation Stage. Growth Stage.

Metrics 40

Metrics Customer Success Measurement Roadmap 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. on usage, NPS), and others.

Customer Success 10

Customer Success Consulting Roadmap Government 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. That means it’s critical that you use quantifiable measurements, such as NPS, CSAT, and CES to provide hard metrics. . This way, you avoid survey fatigue while managing data in small doses. .

Feedback 221

Feedback Metrics ROI Customer Journey Mapping 221

Qualtrics

JULY 9, 2019

The exponential growth in X-Data over the past decade and the multiple ways of collecting it and storing it within organizations has led to: Siloed data — without an enterprise-wide system for collecting and managing X-Data, it’s become diluted, as teams across the organization are unable to access vital insights collected by ‘other’ teams.

Social Media 26

Social Media Transportation Financial Roadmap 26

SurveySparrow

MARCH 26, 2021

A GTM strategy provides a roadmap for businesses to understand the relevancy and impact of their marketing and sales strategy. It is the product manager who is usually responsible for the go-to marketing strategy. It will even go so far as to identify the right target audience for you. . Who is responsible for go-to marketing strategy?

Marketing 52

Marketing White Paper Advertising Airlines 52

Gainsight

APRIL 26, 2019

In the “final frontier” there isn’t a roadmap to follow. Hires from Support or Account Management exclusively; reliant on “rock stars” May also hire from management consulting, customer domain, product or other areas. Measures NPS and retention solely. Captain Picard was different.

Leadership 79

Leadership Customer Success 2010 2020 79

CSM Practice

DECEMBER 4, 2020

Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. Today I have Chris Singh, Global head of customer success management at SAP. Other companies use similar survey experimental sort of assessment, but very few now go on that value management. Read the full transcript to learn more.

NPS 69

NPS Customers Customer Success Measurement 69

SmartKarrot

SEPTEMBER 24, 2020

No matter how deeply a product manager or chief product officer scrutinizes a product, they always need an external eye. And product management must consider these inputs for charting their roadmap. This is measured through Net Promoter Score (NPS). Companies with a high NPS score have a greater authority in their niche.

Customer Success 10

Customer Success Net Promoter Score 2026 NPS 10

SurveySensum

SEPTEMBER 11, 2023

Imagine you’re the marketing manager for a SaaS company, and you’re launching a new website to promote your product. Both are important for managing and growing a SaaS business, but KPIs are the metrics that demand your closest attention because they directly tie to your overall success. “ But why measure it?

Metrics 52

Metrics 2023 Net Promoter Score Measurement 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

SmartKarrot

JUNE 27, 2022

Role: Director, Customer Success Location: Remote, Maryland, United States Organization: Riverbed Technology As a Director of Customer Success, you will manage customer success metrics including ARR retention and growth and customer satisfaction (NPS). Surface feature requests and insights to the Product teams.

Customer Success 3

Customer Success Roadmap Metrics Customer Satisfaction 3

Retently

AUGUST 26, 2019

In short, it’s a customer relationship management strategy that involves the collection and implementation of customer feedback. There are plenty of reasons to use feature request boards: It makes your customers feel like their voices are actually heard, and that they’re actively contributing to your product roadmap. Passives (7-8).

Feedback 94

Feedback Social Media Net Promoter Score NPS 94

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

SurveySparrow

FEBRUARY 22, 2023

Close the customer feedback loop with SurveySparrow’s case management. Key features: Automated data segmentation Demography analysis Automated experience management Price: Available on request and as per your requirements #8. Key features: Round the clock, 365 days support. A tool definitely worth trying.

2023 52

2023 Feedback ROI Customer Satisfaction 52