Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. Here are six critical product management KPI’s (Key Performance Indicators) that every product manager should know.

Metrics 65

Metrics Net Promoter Score Management NPS 65

Talkdesk

MARCH 12, 2020

Director of Technology Enablement at Humach , Jennifer Lundberg, knows what it takes and shares how Humach, a cloud-based customer experience solutions provider, relies on Talkdesk® to deliver seamless, effortless and immediate customer sales and service support. The reality at Humach. Choosing Talkdesk.

Omnichannel 60

Omnichannel Customer Journey Contact Center Management 60

PeopleMetrics

JANUARY 24, 2022

This embodies the 80/20 principle – that a small % of your customers (20%) account for a large proportion of your sales (80%). We can help in three ways: Customer Experience Management – this is the core of what we do today with our software platform and supporting services. There’s a lot more on the roadmap, more to come soon.

B2B 90

B2B Roadmap B2C Hotels 90

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. No worries on if you missed this webinar (or even if you want to listen to it again), you can view the webinar on-demand here.

Customer Success 66

Customer Success Roadmap Webinar Customers 66

Totango

AUGUST 23, 2022

B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy. Sales checkout carts. Video chat.

Touchpoint 118

Touchpoint Customer Journey B2B Customer Journey Mapping 118

ClientSuccess

NOVEMBER 22, 2021

But did you know sentiment management can also be a customer marketing focus? To optimize and enhance your strategy, it’s a good idea to send out surveys at different points throughout the customer relationship – post-sales, post-onboarding, renewal pulse, etc. eBook: 5 Ways To Surprise & Delight Your Customers.

Marketing 52

Marketing NPS Voice of Customer Social Media 52

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

Amity

DECEMBER 14, 2016

Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. At InVision , our customer success team is responsible for managing the relationships with our most important users: Enterprise customers. We focus on sync, advanced prototyping, security, team management and much more.

Customer Success 84

Customer Success Management Roadmap Events 84

SmartKarrot

APRIL 25, 2023

Apply here: [link] Role: Customer Success Manager Location: Edmonton, AB, United States (Remote) Organization: Compass Search Group LLC As a Customer Success Manager, you’ll create and build great relationships with your clients by comprehending their wants and objectives.

Customer Success 19

Customer Success Net Promoter Score Roadmap Customer Journey Mapping 19

Gainsight

MAY 13, 2020

Given that new sales will likely decrease, there has never been a more crucial time to support your existing customer base. We wrote about our process here and we are hosting a follow-up webinar dedicated to our Risk Management approach with Gainsight customer FinancialForce. . We’ve all heard the saying “Everyone is in Sales.”

Roadmap 59

Roadmap ROI NPS Customer Success 59

CustomerSuccessBox

JUNE 21, 2022

Well-defined Sales-to-Onboarding Handoff. This begins with the sales to onboarding hand-off before the end of the sales cycle. The customer begins to understand that the onboarding manager will take them through their customer journey. it’s better to have the onboarding team present before the sales cycle ends.

White Paper 52

White Paper Customer Retention Webinar Sales 52

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. Q: Though sales and CS are different functions, they’re often viewed as the same. Sales, marketing, product, engineering.

2023 52

2023 Customer Success Chief Customer Officer 2022 52

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? Involving everyone in the process (contact centre staff, marketing, sales and operations). Aligning people, process and technology.

Average Handle Time 52

Average Handle Time Roadmap Webinar Technology 52

ChurnZero

APRIL 8, 2020

Your Customer Success team is delighted that your customers are happy, your product team loves that they are building a product worth talking about, and your Sales and Marketing department revels in the fact that your own customers are massively helping them with their day-to-day jobs! Who doesn’t want a piece of that?!

Customer Journey Mapping 81

Customer Journey Mapping Roadmap Customer Journey Customer Success 81

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. 39% growth in digital sales. In my next blog, I will review how organizations are leveraging AI in the contact center and provide a roadmap for success.

Contact Center 71

Contact Center Virtual Agent Document Roadmap 71

Kerry Bodine

NOVEMBER 30, 2020

CX Roadmap Development. Journey Management Advisory. Custom webinars. The post Cyber Monday Sale: 4 Offers To Make The Most Of 2021 appeared first on Bodine & Co. Once you’ve blocked a dollar amount, you’ll be able to mix and match all of our products and services, including: Journey Mapping. Personalized Coaching.

2021 14

2021 Sales Roadmap 2020 14

Calabrio

NOVEMBER 1, 2016

Recently, I co-hosted a webinar with Donna Fluss, President of DMG Consulting, titled “Speech Analytics: Best Practices and Pitfalls to Avoid.” This will help you to set and manage expectations—and to avoid the pitfall of unrealistically high hopes. Watch the full webinar.

Contact Center 81

Contact Center Return on Investment Webinar Roadmap 81

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

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

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. Work with the sales team to develop in-depth analytical account plans providing input on communication strategy and usage statistics.

Customer Success 19

Customer Success Roadmap Banking Webinar 19

Circular Edge

JUNE 17, 2020

One customer case study featured Emser Tile, who implemented Oracle CX Cloud to automate their marketing & sales processes from customer inquiry to order. and hear two more customer case studies that included best practices for delivering Integrated ERP/CX Digital Experiences across marketing, sales, service & more.

Demo 52

Demo Innovation Roadmap Events 52

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

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

ChurnZero

JANUARY 10, 2020

In her new role, she will unite HubSpot’s marketing, sales and services teams around the customer, creating a cohesive experience to help fulfill their mission of helping millions of companies grow better. . Madan will be charged with building out the organization and vision for the post-sales function.

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

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. . Difficult Account Executives and a lack of a sales – CS partnership is detrimental to everyone.

E-support 49

E-support Document Sales Roadmap 49

Kayako

DECEMBER 10, 2015

Your sales team are banging on your door, asking what (and when!) You need a roadmap to organize your product development and get everyone on the same page. Done correctly, your roadmap can answer hundreds of questions from teams across your business – and from your customers too. What is a product roadmap?

Roadmap 53

Roadmap Webinar Document Communication 53

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. Sales: Conducts demos and qualification calls that help and guide users to move down the funnel. Success is measured in MAU, DAU, or CLV.

Roadmap 45

Roadmap Demo Measurement Customer Success 45

ChurnZero

AUGUST 30, 2019

It was a 1-day turbo-charged event in San Francisco with the best-of-the-best in Sales, Marketing, and Customer Success. Product-led strategies + distributed teams + retention-vs-newbiz = throw away old sales playbook. Split out Sales and Account Management . Upcoming Webinar. Focus on Retention . Totally agree.

Customer Success 40

Customer Success Net Promoter Score 2019 NPS 40

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

Gainsight

APRIL 17, 2019

Organizations had to restructure to support higher velocity and more streamlined sales and marketing models. Modern CEOs at any moment can get a pulse on how Sales and Marketing are performing versus waiting for the end of the quarter. I meet with one to two feature teams a week to review their recent progress and the roadmap.

Presentation 79

Presentation B2C Roadmap Webinar 79

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 Tj Randall , VP of Customer Success at XebiaLabs says, “Customer Success means everything post sales”. Two years ago, sales were focusing on new logos, expansions, and renewals.

Customer Success 40

Customer Success Webinar Customers Metrics 40

SmartKarrot

JANUARY 7, 2022

Create a company-wide culture of Customer Success through cross-departmental collaboration (marketing programs, product roadmaps, financial forecasting). Identify and raise expansion opportunities with the Sales team. Proactively manage customer accounts through lifecycle stages. Define and optimize the customer lifecycle.

Customer Success 19

Customer Success Roadmap Consulting Customer Satisfaction 19

SmartKarrot

FEBRUARY 16, 2023

Escalations should be strictly managed, with one internal team serving as the quarterback for all important situations. Conduct frequent training webinars and calls in conjunction with the marketing and training staff at Axon. On product roadmaps as well as campaigns and events, work closely with marketing and product strategy.

Customer Success 19

Customer Success Roadmap Customers Webinar 19

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. Long gone are the days when sales-led or marketing-led growth reigned supreme. This led to challenges on the post-sale side of customer success. The challenge we faced was that we ended up with a false sense of success.

Sales 65

Sales Roadmap ROI Webinar 65

Gainsight

MARCH 21, 2019

You make the sale, close the deal. Every ex-customer is just another lead for a new sale. I’m always surprised by how often CS teams aren’t really communicating with Product Managers. On the other hand, how well do you know your product roadmap? Watch the webinar version of this post! But is that true?

ROI 78

ROI Webinar Return on Investment Customers 78

inmoment

JUNE 1, 2020

Since the pandemic transcended into Australia/New Zealand in early 2020, InMoment’s APAC Sales Director Simon Benns has seen an interesting shift toward an empathy economy. Despite most brands declaring to be customer-centric, many CX programs have failed to realise the full potential of an experience management program.

Customer Experience 69

Customer Experience Feedback Insights NPS 69

Amity

JANUARY 30, 2019

Customer Success Management. A team of Customer Success Managers can be one of the most important considerations and impactful hires. Account Management / CS Sales. If so, consider an Account Management or Customer Success sales team to drive your expansion and grow revenue from your existing customer base.

Customer Success 61

Customer Success Definition Customer Journey Customers 61