Gainsight

JANUARY 17, 2020

How do you prioritize what feedback gets incorporated into the product roadmap? 6 Customer Feedback Processes from Product Management Experts. From a bigger, strategic roadmap perspective, we get that from our executive business reviews or our insider program. Product Manager | Blend. Chris Chumley. Clement Kao.

Feedback 117

Feedback Roadmap Demo ROI 117

Think Customers

MAY 13, 2020

Leaders who can orchestrate digital tools into roadmaps and strategies can take the lead. Enable strategies with ROI potential. If agents want their strategies to be heard loudly it’s essential to attach an ROI to your strategy. Sharing an ROI with shareholders will give your strategy the extra punch it needs.

Customer Service 52

Customer Service ROI Roadmap Innovation 52

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

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

Confirmit

MAY 29, 2019

Holly works closely with the Product Management team, ensuring that Confirmit's latest innovations are communicated to customers. She is a regular webinar presenter and speaker at Market Research events, providing guidance on key MR topics such as creating engaging surveys, generating ROI, and the role of automation.

Consumers 40

Consumers Insights Webinar Hospitality 40

Confirmit

MAY 16, 2019

Webinar Details. Holly works closely with the Product Management team, ensuring that Confirmit's latest innovations are communicated to customers. Director of Product Management, ConfirmitHolly Carter, Director of Product Marketing, Confirmit. Voice of the Employee Market Research Featured Webinars. Time: 11am EDT.

Consumers 40

Consumers Insights Webinar Hospitality 40

Gainsight

MARCH 21, 2019

We think about it like this: On the two-by-two, the x-axis is outcomes, or you could call it ROI or business value realization—is the customer achieving their desired outcome with your product or service? And we never want to be in the bottom right—no ROI and they don’t like you. Define ROI goals. Meet those goals.

ROI 78

ROI Webinar Return on Investment Customers 78

Confirmit

MARCH 15, 2017

CX Foundation includes your program vision, your customer strategy, and proving the value and ROI of your efforts. Among these, a common thread has emerged among the most successful customer experience programs: They have developed and actively manage a CX strategy. Do I REALLY need a CX strategy? How do I get started?

Roadmap 40

Roadmap Document Fashion 2016 40

ChurnZero

AUGUST 30, 2019

Split out Sales and Account Management . Upcoming Webinar. 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. Totally agree. saas #saastrscale #scaleups.

Customer Success 40

Customer Success Net Promoter Score 2019 NPS 40

Amity

NOVEMBER 4, 2016

Meanwhile, Amity hosted a great webinar on leveraging technology to help Customer Success teams scale (think data management, identifying warning/opportunity signals, KPIs). So many in fact I decided to dedicate another post to it. Believe it or not, it was hard to narrow for this second one as well. Sound familiar?

Travel 59

Travel Webinar Roadmap ROI 59

ChurnZero

SEPTEMBER 6, 2019

Being a Customer Success Manager is difficult enough. . Between responsibilities like onboarding, advocacy, upsells and renewals, Customer Success Managers (CSMs) have cemented themselves as drivers of corporate growth. . Coming armed with stats and a roadmap to success will help make your case. Upcoming Webinar.

E-support 49

E-support Document Sales Roadmap 49

Gainsight

SEPTEMBER 13, 2019

This Q&A is an excerpt from our webinar, Ask an Expert Q&A: How to Build Products That Drive Growth. Product managers in growth roles should focus on experimenting where they can, as long as it doesn’t interrupt the customer workflow. What is product-led growth, exactly? Lesson #2: Experimentation is key to growth.

Sales 65

Sales Roadmap ROI Webinar 65

SmartKarrot

JULY 20, 2022

Customer success is when your customers choose your product and company because they are happy and see ROI appropriately. You can learn from customer success managers and even other stakeholders in the customer success process. A customer success manager who can ensure customer success is a customer specialist.

Customer Success 10

Customer Success Roadmap B2B Customer Journey 10

SmartKarrot

OCTOBER 20, 2020

Manage C-level, enterprise-scale stakeholder relationships with strategic HashiCorp customers ensuring that targeted outcomes are in alignment with their strategy and that measurable value is being recognized from their HashiCorp investments. Conduct business reviews and proactively suggest solutions to common customer concerns.

Customer Success 10

Customer Success Roadmap ROI Webinar 10

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

FEBRUARY 3, 2021

Serve as a primary voice in the management and handling of any client escalations. Manage the customer success process with the help of an outstanding team of Customer Success Associates and Managers. Manage the customer success process with the help of an outstanding team of Customer Success Associates and Managers.

Customer Success 10

Customer Success Competitive Advantage Workshop Roadmap 10

SmartKarrot

MAY 10, 2021

Role: Customer Success Manager – Strategic Location: Remote, United States Organization: Premier Group Recruitment As a Customer Success Manager, you will be actively serving a portfolio of assigned North American accounts including major consumer, prosumer, and B2B brands.

Customer Success 10

Customer Success Roadmap ROI Workshop 10

SmartKarrot

DECEMBER 10, 2020

Mentor and empower Senior Account Managers to be the leaders of tomorrow while all the time scaling for business growth. Lead a world-class Account Management group and working closely with the Implementation and Support leads. Work with Marketing to create and publish case studies and client-oriented webinars.

Customer Success 10

Customer Success Roadmap Books ROI 10

SmartKarrot

NOVEMBER 4, 2020

Serve your Customer Success Managers and their teams with one-on-one coaching and team development sessions. Develop and manage a stellar team of ‘Enterprise’ and ‘Growth Account’ Customer Success Managers. Lead online webinars, consultations, and one-on-one demos to educate customers on the features of our product.

Customer Success 10

Customer Success ROI Roadmap Consulting 10

ChurnZero

AUGUST 23, 2019

To talk about this newer role and shed some light on the evolution of Customer Success Operations and how it can impact SaaS businesses, we hosted a well-attended webinar earlier this week with Jason Conrad from the Customer Imperative. They’re also responsible for managing day-to-day operations.

NPS 40

NPS Customer Success Sales Metrics 40

ClientSuccess

AUGUST 27, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Another aspect we must remember is the ROI being derived from our product or services. . I love that; as our clients are successful, we’re successful.

Customer Success 40

Customer Success Culture Books Blog 40

Gainsight

FEBRUARY 2, 2024

Today’s forward-thinking companies are using new approaches to customer training-including online webinars, knowledge bases, live chat, and online courses. Teaching a new customer how to use your product is an excellent way to shape your product development roadmap. Effective webinars should provide value on their own.

Seminar 52

Seminar Webinar Document Consulting 52

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. Prospects like them should be given case studies, tutorials, webinars, demos, etc.

Marketing 52

Marketing White Paper Advertising Airlines 52

GetFeedback

JULY 19, 2019

If your Voice of the Customer (VoC) program relies on understanding the customer experience mostly or entirely offline, you have a novel challenge to manage: Less than 0.5% They’re giving you a roadmap to fix whatever it is that ails your business. The webinar covered: Why VoC is a critical pillar in a strong CX strategy.

Social Media 262

Social Media Feedback Webinar Books 262

ChurnZero

FEBRUARY 29, 2024

The working relationship between customer success and support teams can make, break, or even supercharge your customer experience, as Jaclyn Mullen of TheLoops showed attendees of ChurnZero’s most recent webinar. Watch Jaclyn’s webinar on demand here, and dig into attendees’ questions below.

Insights 52

Insights Customer Success Webinar Culture 52

Gainsight

JUNE 29, 2021

The need for a team to manage customer relationships and needs became clear as companies started losing customers. SaaS companies have pioneered Customer Success as a function, building dedicated teams to manage relationships and make sure customers are happy and seeing value from a product or service they purchased.

Customer Success 40

Customer Success Roadmap ROI Webinar 40

8x8

DECEMBER 3, 2018

Even if you know customer service is important, not everyone has a clear roadmap for improvement. Communications technologies can help you first, identify key areas for improvement and second, help you create a roadmap for better customer experience. How to Improve Your Customer Experience. Step 1: Understand Where You Are.

Customer Service 54

Customer Service Contact Center Net Promoter Score 2019 54

Gainsight

MAY 3, 2020

Remote work, a rapidly shifting product roadmap, and a demand to support existing customers have led to a tighter integration to improve retention. However, Customer Success alone cannot drive exceptional product experience and thus tighter alignment with Product Management becomes important. Increased needs of ROI for the customers.

Customer Success 59

Customer Success Roadmap ROI Sports 59

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

Thematic

MARCH 29, 2020

In Part 4, you’ll learn how to build a product feedback loop that enables your stakeholders, managers and executives to make customer-focused decisions. You will also need to manage the list of categories, tags or themes because they tend to be either too generic or too difficult to manage, as people create more and more by hand.

Feedback 111

Feedback E-support Metrics Insights 111

Alida

NOVEMBER 8, 2017

Beyond professional services and customer success, you also have experience in product management, education, support and consulting. Day in and day out, I managed the relationship with our IT vendors. What’s on your roadmap for customer initiatives at Vision Critical? How did you come to focus on customer-centric roles?

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

Qualtrics

SEPTEMBER 24, 2019

A CX maturity model is a roadmap to help guide you as you navigate through the 6 core competencies of CX. You’ll know that you’re at stage 1 in the process because the organization does not view CX as a differentiator, but may still invest in what they call ‘customer service’ or ‘relationship management.’. Watch the Webinar.

Metrics 20

Metrics Roadmap Measurement Government 20

Pointillist

JULY 25, 2018

The Champion may or may not be the Project Manager (if not, then make sure to recruit an experienced project manager to organize the project and keep everything on track!). and delivers meaningful ROI. Training is most successful when conducted in-person but if that is not an option, a live webinar would work too.

Customer Journey 43

Customer Journey Events Metrics Government 43

SurveySparrow

MARCH 16, 2019

SproutSocial is all about social media management solution and their partnership program caters to the agencies as well as their clients. Wistia’s Video Hosting Service for Marketing & Sales Enablement help agencies run full video marketing campaigns for their clients and prove ROI with detailed video analytics.

2019 75

2019 Marketing E Commerce Social Media 75

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. It is an important component in social media management. Conversions are a direct indication of a business’s social media ROI.

Social Media 93

Social Media Measurement Metrics Brands 93