Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! The reality, though, is that sure, when you’re making a product roadmap decision, you do need someone who can interpret a customer problem and translate it into the correct product.

Webinar 52

Webinar Roadmap Customer Success Feedback 52

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. General business metrics are important as well, so you can tie your activities back to overall company goals. WATCH THE WEBINAR.

Metrics 65

Metrics Net Promoter Score Management NPS 65

COPC

MAY 31, 2022

Each month, a data-rich report is released, followed by an interactive expert-led webinar to review the findings. In 1996, the need for structured processes and measurements in the customer contact industry prompted leaders from across sectors to assemble. Standardize systems, processes, metrics and targets.

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. They can also create significant value.

2022 52

2022 Roadmap ROI Social Media 52

CSM Magazine

NOVEMBER 28, 2022

To ensure that all aspects of the product launch are rock-solid, you’ll want to develop a clear roadmap for development and testing. This roadmap should identify the tasks that need to be completed, the timeline for completion, and any potential roadblocks you may encounter. 5) Measure KPI.

Customer Service 52

Customer Service Marketing Roadmap Social Media 52

Gainsight

MARCH 21, 2023

Meaningful Metrics = Tangible Outcomes One theme that came up again and again, is this: No matter what your goals are, it’s critical that you’re driving tangible outcomes that are defined by meaningful, measurable metrics—especially when it comes to your digital strategy.

ROI 52

ROI 2023 Roadmap Metrics 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

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. Metrics help separate process that are working from processes that need more fine-tuning.

Metrics 40

Metrics Customer Success Measurement Roadmap 40

Gainsight

OCTOBER 17, 2019

Nothing quantifiable—highlights in releases, roadmaps, tradeoffs. In comparison, most of the other parts of the board meeting are highly measurable: Finance: revenue, operating income, etc. The trick is to whittle your presentation down to the important metrics that impact growth and revenue. Sales: bookings, pipeline, etc.

Metrics 45

Metrics Presentation NPS Roadmap 45

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

AUGUST 6, 2021

Preparing your CS teams for an upcoming release is crucial to ensure that they bring awareness to your customers and the Product team has a partner who can help measure adoption. Ensuring visibility into your product roadmap and building a communication channel will keep your CS teams informed on what’s coming and what they should expect.

Customer Success 52

Customer Success Roadmap Feedback Metrics 52

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. According to research Aberdeen conducted in May 2018, which Minkara highlights in the webinar, there are 4 key benefits. Measure and improve customer effort across the journey.

Customer Journey 44

Customer Journey Effort Score Webinar Social Media 44

Avaya

APRIL 10, 2019

Companies that use any form of AI have seen incredible success metrics, including the following: 95% increase in new customers. It can measure customer sentiment and success, engage customers, assist agents to serve customers, and much more. 80% increase in transactions handled by self-service apps. 45% improvement in customer ratings.

Contact Center 71

Contact Center Virtual Agent Document Roadmap 71

CSM Magazine

JANUARY 25, 2022

Reassess success criteria – too many customer service organisations are so focused on metrics – such as the number of conversations per hour or average handling times that customers end up being treated as a statistic rather than a real person. Put in place the right measures of success that evaluate the human factor of digital interactions.

Average Handle Time 52

Average Handle Time Roadmap Webinar Technology 52

ChurnZero

APRIL 26, 2019

A successful HR manager leverages metrics to forecast, track and report on new employee onboarding. As a Customer Success leader, metrics are nothing new – they dictate the long-term goals and performance of your team. Even if you lack an HR team, consider what metrics can be applied to a newly onboarded employee.

Demo 58

Demo Metrics Customer Success Measurement 58

Amity

MARCH 20, 2016

There was the ridiculous “we didn’t measure your door correctly, never mind listen to a word you said about your design preferences” quote, and the non-existent “we spent time and money sending someone to measure your door and spoke to you about your preferences but never sent you a quote” quote.

Roadmap 60

Roadmap Webinar Measurement Customer Retention 60

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. Scalable, effective product experience execution requires alignment across roles with metrics that hold each stakeholder accountable. Success is measured in MAU, DAU, or CLV.

Roadmap 45

Roadmap Demo Measurement Customer Success 45

Clarivate

DECEMBER 13, 2017

However, many of those same companies will have little to no objective measurements in place to actually measure their delivered customer experience. While it is true that many companies have some sort of customer surveys, those may likely be measuring only a small portion of the customer experience.

Customer Experience 49

Customer Experience Management Customer Journey Mapping Roadmap 49

Wootric

SEPTEMBER 2, 2020

Register for this webinar with Misti Cain! Use your company’s digital messaging channels, like Slack , to share a feed of real-time feedback or allocate time during company calls and staff meetings to share metrics like Net Promoter Score and themes in the feedback. Want to launch an Advocacy program? Create a Customer Shadow.

Net Promoter Score 59

Net Promoter Score Customer Centricity Reference Roadmap 59

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. In the scaled model, we now have a monthly webinar on that topic, and we invite as many people as we can to it.

2023 52

2023 Customer Success Chief Customer Officer 2022 52

Totango

JANUARY 7, 2020

By closely monitoring customer progress through onboarding with an effective system designed to take action based on customer progress, you can measure their performance against results-focused goals that you know will lead to success. However, you should never stop offering them more instruction on achieving maximum value.

Roadmap 72

Roadmap Customers Customer Success Metrics 72

SmartKarrot

MARCH 21, 2023

Work together with the product development team to modify the product roadmap in response to client comments and market developments. Metrics for customer success should be measured and analysed to find areas for improvement. 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

Amity

OCTOBER 12, 2017

Measure & Iterate. A large component of the customer journey is clearly laying out the proactive measures that your organization is prepared to take. Creating a standardized onboarding process for new team members that is metrics driven. Best practice webinars. Measure & Iterate. Customer Journey.

Customer Success 61

Customer Success Net Promoter Score Customer Journey Metrics 61

ChurnZero

JANUARY 10, 2020

Brian’s primary focus will be developing metrics and initiatives that will influence several areas of the company to ensure Cu stomer S uccess. This will require her to drive cross functional initiatives and develop a roadmap to strategically engage, retain, and scale positive customer experiences.

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

CSM Practice

JANUARY 1, 2017

The Customer Success Manager’s role is expected to proactively reach out to customers, develop a relationship and use the SaaS usage metrics available to watch for movements in customer health. The challenge was to find a metric that we can track and show the client that without our product. The customer experience difference is huge.

Customer Success 58

Customer Success Metrics E-support Customers 58

Amity

OCTOBER 12, 2017

Measure & Iterate. A large component of the customer journey is clearly laying out the proactive measures that your organization is prepared to take. Creating a standardized onboarding process for new team members that is metrics driven. Best practice webinars. Measure & Iterate. Customer Journey.

Customer Success 49

Customer Success Net Promoter Score Customer Journey Metrics 49

CustomerSuccessBox

NOVEMBER 1, 2018

In the webinar “ Playbook: Delivering Customer Success to Fortune 500 ”, Tj speaks about his experiences, mistakes, and wins while setting up customer success at XebiaLabs and dealing with Fortune 500 customers. Maintenance: Account touchpoints, roadmap calls, etc. Sign up and watch the on-demand webinar here. Disparity?—?Teams

Customer Success 40

Customer Success Webinar Customers Metrics 40

Lithium

JUNE 7, 2022

As an official badged Partner for the Content Marketing specialty, marketers will be able to publish and respond to content and easily measure the effectiveness and performance of their TikTok campaigns and activity within the Khoros platform. Webinars & Events Some event areas are limited to Khoros customers only.

Social Media 10

Social Media Roadmap Webinar Entertainment 10

SurveySensum

OCTOBER 5, 2020

In the above typical B2B SaaS customer journey, a customer attends your webinar and finds out about your product. Mostly measured after product usage, or new feature adoption, CES surveys help you evaluate how easy your product or service is for the customer to use and identify the areas of improvement if any. NPS Survey.

Customer Journey 52

Customer Journey B2B Net Promoter Score NPS 52

SurveySensum

FEBRUARY 14, 2024

This can include customer support, tutorials, webinars, and documentation. It provides solutions for measuring and enhancing employee engagement, satisfaction, and organizational culture. It tracks feedback on these skills over time, offering a clear roadmap for professional development.

2024 52

2024 Feedback Culture Demo 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. Prospects like them should be given case studies, tutorials, webinars, demos, etc. Ensure that you have a meaningful goal that is measurable, and you can see the changes that they bring to your organization.

Marketing 52

Marketing White Paper Advertising Airlines 52

SmartKarrot

JUNE 15, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Parsable As a Vice President of Customer Success, you will drive Customer Success strategy and roadmap to ensure measurable success, retention, and expansion across various industry segments.

Customer Success 10

Customer Success Financial Roadmap Events 10

Wootric

DECEMBER 9, 2020

During the webinar, he laid out planning elements you need to consider when building your CX program. This committee discusses CX metrics, top comments, feedback, and trends. Average scores across the branches so they can measure if they’re above or below average. Product Roadmaps and UX Design. Structure for success.

Banking 52

Banking Culture Feedback Customer Centricity 52

ClientSuccess

AUGUST 27, 2019

Coupled with the overall customer experience, it makes sense to implement a customer health program and look at the key metrics that drive a customer’s success. Join networks, read blogs, attend webinars, and participate in your local meetups. . Ultimate Guide to SaaS Customer Success Metrics. Question 4.

Customer Success 40

Customer Success Culture Books Blog 40

Totango

OCTOBER 7, 2019

October Webinars from Totango. Quarterly Roadmap Preview – available On Demand Tuesday, October 15, 2019. Measuring Success: Metrics, Outcomes and Best Practices – Wednesday, October 16, 2019. Thank You, Your Totango Team. _. Sprint Release Notes – Monday, October 7, 2019.

2019 9

2019 Roadmap Webinar Metrics 9

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. What types of metrics should this role be responsible for. Upcoming Webinar. Don’t do that.

NPS 40

NPS Customer Success Sales Metrics 40

Totango

APRIL 6, 2021

During the live presentation of the Steps to Scale Your Customer Success Operations Overnight webinar, Wisr’s VP of Customer Success Christine Knific answered several questions from attendees. You can watch the webinar here and check out a recap of some of the questions and answers from the session below.

Webinar 62

Webinar Roadmap Customer Success Customers 62