ProProfs Chat

MAY 30, 2019

Customer success is not just an alternative buzzword for customer service. Rather it indicates that your business is fulfilling the key objective of delivering excellent customer support. Your brand should be able to engage your customers and help them throughout their journey of buying a product or service.

Customer Success 73

Customer Success Customer Journeys Employee Engagement Culture 73

SmartKarrot

FEBRUARY 8, 2023

Role: VP Customer Success Location: United States (Remote) Organization: Unifyed As a VP of Customer Success, you’ll drive Customer Success Outcomes. Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.

Omni-Channel 19

Omni-Channel Customer Success e-support Customer Satisfaction 19

Amity

MARCH 10, 2017

Whether it's as an individual Customer Success Manager, or as a SaaS leader transitioning to a Customer-Centric Organizational model, it goes without saying there's a lot to learn. That’s true not only for Customer Success but also for business in general. Getting started ban be dreadful.

Customer Success 90

Customer Success Customers Measurement Course 90

SmartKarrot

NOVEMBER 22, 2022

Consistently meet targets for customer satisfaction, issue resolution, cross/up-sell, and the economics of customer care organization. Be the voice of your team to other departments and leadership – escalate issues that impact the customers or inhibit the employee’s ability to succeed. Apply here: [link].

Customer Success 19

Customer Success Roadmap Leadership Government 19

Lumoa

MAY 7, 2018

To understand that better, I talked to Jeff Gardner , Head of Platform Partnerships, former Director of Support and Customer Success at Intercom. Jeff joined Intercom as the 4th employee, customer support engineer, in 2012 and since then has built a large customer support and customer success team.

Customer Experience 246

Customer Experience NPS Metrics Customer Centricity 246

SmartKarrot

OCTOBER 10, 2022

Be the voice of the customer and champion this knowledge with cross functional teams within Diagnostic Robotics to improve the existing product experience as well as inform new product development opportunities. Learn the full range of products and services and be able to identify how these products and services align to customer needs.

Customer Success 19

Customer Success Roadmap Healthcare Conference 19

Customer Bliss

SEPTEMBER 26, 2017

Sandy tells of her deliberate path from Customer Care Manager to CCO and how she took actions to earn the role and ensure she could be successful in it. From her LinkedIn: Having spent my entire career in service I have naturally and happily found a home in the Customer Success space. About Sandy. ”

Chief Customer Officer 0

Chief Customer Officer Customer Journeys How To Leadership 0

CSM Practice

JANUARY 17, 2017

In the technology industry, Customer Success Management is a growing practice, alongside the increase in popularity of SaaS (software-as-a-service) as a software licensing and delivery model. As a result, the traditional customer-vendor relationship, which now mostly applies to on-premise solutions, has changed dramatically.

Customer Success 40

Customer Success Metrics ROI Customers 40

CSM Practice

FEBRUARY 8, 2017

These days, the practice of Customer Success finds itself at an interesting crossroad. At some point, you as a customer success manager might start to notice that you are spreading thin trying to take care of all your customers. Scaling means doing more without hiring more customer success managers.

Customer Success 45

Customer Success e-support Customers Knowledge Base 45

CSM Practice

FEBRUARY 8, 2017

These days, the practice of Customer Success finds itself at an interesting crossroad. At some point, you as a customer success manager might start to notice that you are spreading thin trying to take care of all your customers. Scaling means doing more without hiring more customer success managers.

Customer Success 45

Customer Success e-support Customers Knowledge Base 45

Amity

FEBRUARY 8, 2017

These days, the practice of Customer Success finds itself at an interesting crossroad. At some point, you as a customer success manager might start to notice that you are spreading thin trying to take care of all your customers. Scaling means doing more without hiring more customer success managers.

Customer Success 48

Customer Success e-support Customers Knowledge Base 48

SmartKarrot

AUGUST 12, 2021

Role: Director, Customer Success Location: Santa Barbara, CA, US Organization: Tapjoy As a Director of Customer Success, you will oversee the Customer Service function and will partner with the Sales, Operations, and Product teams to ensure the best possible customer experience.

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

ChurnZero

JUNE 4, 2021

To give you an idea of what a renewal outreach sequence might look like, we’re sharing three Play examples from ChurnZero based on a range of Customer Success models: Low-Touch Play: Mostly automated touchpoints to help the team show value before securing the renewal. Customer Success Around the Web.

Touchpoint 98

Touchpoint Metrics Meeting Customer Success 98

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success!

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

ShepHyken

FEBRUARY 18, 2022

Profits from loyal customers are a company’s most valuable asset. So, while creating a product, focus on customer success to ensure customer satisfaction and reduce churn. So, offering a pleasant customer experience is critical to the success of your organization. .

Customer Experience 71

Customer Experience Net Promoter Score Self Service B2B 71

SmartKarrot

JULY 12, 2021

Role: Director, Customer Success Location: Louisville, CO, US Organization: Envysion, Inc. Define and implement procedures, metrics, and reporting processes related to the application usage to determine key insights to the customer experience.

Customer Success 10

Customer Success Customer Satisfaction Metrics ROI 10

SmartKarrot

DECEMBER 2, 2020

Women in customer success are taking over the town and converting every milestone which was once considered as surreal. Customer Success as a niche is highly competitive and caters to a large volume of masses. Catherine Blackmore, GVP, Customer Success, Oracle Marketing Cloud. Source: Pexels.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

Customer Bliss

JULY 18, 2017

As Chief Customer Officer and EVP of Technology Services, Lillie directly leads the Global Customer Success Organization, which includes Global Customer Care, Global Customer Experience, Global Customer Process, and Global Technology Services, including IT and Interconnection Product Engineering.

Chief Customer Officer 131

Chief Customer Officer Customer Care Metrics Communication 131

SmartKarrot

APRIL 16, 2021

Role: Vice President of Customer Success Location: New York, NY, US Organization: The Suite As a Vice President of Customer Success, your mission will be to ensure the success and retention of the Company’s customers across all segments with a focus on their Enterprise segment.

Customer Success 10

Customer Success e-support Fashion Case Study 10

SmartKarrot

APRIL 28, 2021

Partner with Marketing, Customer Care, Sales, and Product Management to create a great customer experience in all stages of the lifecycle and drive positive NPS, retention, and account growth. Continually identify ways to mitigate any risk that threatens customer growth, satisfaction, or renewal Qualifications.

Customer Success 10

Customer Success Case Study Customer Retention Customers 10

Feedbackly

OCTOBER 13, 2022

EVI® is a CX metric designed to measure customers’ emotional experience with the brand. It is a KPI that helps you track, measure, and analyze how customers feel about your business and understand its impact. You can use it to identify pain points and improve the overall customer journey. Awareness. Product/Service.

Customer Journeys 64

Customer Journeys Measurement NPS eBook 64

Wootric CX Blog

DECEMBER 8, 2019

At a time when customer retention is the name of the game, Customer Effort Score has gained ground as a CX metric for good reason. Research indicates that when evaluating customer interactions with a product or service, Customer Effort Score, more than CSAT, or even NPS, is the strongest predictor of customer loyalty.

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

Customer Bliss

MARCH 28, 2018

Don’t be afraid if a set of people you’re not designed for doesn’t like your service, and don’t penalize your CX advocates for getting bad scores in whatever metric for those people, because your product and service is not designed for them. Listening to the customer never stops.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

SmartKarrot

JUNE 12, 2020

Role: Customer Success Manager Location: Beaverton, Oregon, US Organization: RFPIO Inc. Oversee the relationship with RFPIO’s customers for the duration of their contract(s). Apply here: [link] Role: Customer Success Manager Location: Sydney, New South Wales, Australia Organization: Validity Inc.

Customer Success 10

Customer Success Guidelines Effort Score Customers 10

Amity

NOVEMBER 6, 2017

There is still time to reframe your approach, but first things first, you need to get this customer on a call. Below are some useful tips to get unresponsive customers to finally get back to you. There’s nothing like a sneak peek to make a customer feel special. Tease Them With Your Product Roadmap. Congratulate Them.

How To 81

How To Roadmap Case Study Tips 81

Totango

NOVEMBER 5, 2021

Do you use Totango for CSM reps only or as a dashboard for everybody in the Sales/CSM and Customer Care team? . MH : There are a lot of data sources, and for us, the value of the Totango platform is the ability to integrate data from a variety of sources in order to see what is going on with the customer and create that 360 view.

Customer Engagement 111

Customer Engagement Customer Journeys Engagement Strategy 111

Customer Bliss

JANUARY 14, 2016

. ‘Lambert Walsh is Vice President and General Manager at Adobe, where he leads Adobe’s efforts to retain and grow long-term relationships with customers and partners across all segments and lines of business. He has led customer success at Adobe since 2007. Conclusion.

Connections 100

Connections Exercises Customers Metrics 100

Customer Bliss

JANUARY 14, 2016

. ‘Lambert Walsh is Vice President and General Manager at Adobe, where he leads Adobe’s efforts to retain and grow long-term relationships with customers and partners across all segments and lines of business. He has led customer success at Adobe since 2007. Conclusion.

Connections 100

Connections Exercises Customers Metrics 100

CSM Magazine

FEBRUARY 25, 2021

Organisations have had to pivot, adopting their strategies in order to reach their Customer Lifetime Value (CLV) metrics which rely on empathy and support. As a result, the relationship between gig customer experience (GigCX) and CLV has become intertwined, as companies strive to achieve that ‘human’ touch in a virtual world.

Chatbots 64

Chatbots Virtual Agent Customer Journeys Innovation 64

Gainsight

DECEMBER 20, 2020

What is the consumption gap (as it relates to Customer Success)? If your end customers can’t figure out how to use your product or they can’t get it to work in their network, or they can’t change their business process to adapt to its features , it has little or no value to them.

How To 59

How To ROI Training Customer Success 59

GlowTouch

NOVEMBER 6, 2020

Customer service demands always increase during the holiday buying season, and the way this year has played out presents an even bigger challenge. Demand for customer care skyrocketed during the first two quarters of the year when eCommerce is relatively tame. They’re treating ‘the experience’ as a chance to add value.

Sales 52

Sales Ecommerce Contact Center Return on Investment 52

Totango

NOVEMBER 5, 2021

Do you use Totango for CSM reps only or as a dashboard for everybody in the Sales/CSM and Customer Care team? . MH : There are a lot of data sources, and for us, the value of the Totango platform is the ability to integrate data from a variety of sources in order to see what is going on with the customer and create that 360 view.

Customer Engagement 85

Customer Engagement Customer Journeys Engagement Strategy 85

Gainsight

APRIL 13, 2020

To apply Maxwell’s maxim ‘Change is inevitable, growth is optional’ to the Customer Success world, there is no reason why an account should suffer from lack of attention or a growth crisis even as the CSMs transition in and out, which they inevitably will. In fact, a true CSM solution makes this change as seamless as possible.

Management 52

Management Metrics Course Tools 52

Totango

NOVEMBER 5, 2021

Do you use Totango for CSM reps only or as a dashboard for everybody in the Sales/CSM and Customer Care team? . MH : There are a lot of data sources, and for us, the value of the Totango platform is the ability to integrate data from a variety of sources in order to see what is going on with the customer and create that 360 view.

Customer Engagement 62

Customer Engagement Customer Journeys Engagement Strategy 62

RapportBoost

NOVEMBER 15, 2018

Establish clearly defined goals and relevant metrics. Scott Moberly is the Vice President of Business Development for GlowTouch Technologies , a global customer care right sourcing organization that puts people first. Make the training hands-on and incorporate real-life exercises. Don’t assume they’ll “pick it up.” .

Training 71

Training Call Center Telecommunications Exercises 71

SmartKarrot

MARCH 30, 2021

Before we dive right in, it is essential to know what is Customer Experience? For calculating and forecasting the CX ROI, you should make sure that every CX project or a project with a CX element has a metric hypothesis linked with it before you start those factors in experience, operational and financial success.

Customer Experience 10

Customer Experience ROI Financial Metrics 10

Natalie Petouhof

AUGUST 13, 2015

Operationalizing Social Customer Care on Twitter. One way to operationalize a brand’s ability to track and interact with Customer Service and Twitter is to consider Twitter’s new data and functionality to create improved and transformative customer service solutions for brands. That’s good – but it can be done better.

Customer Service 40

Customer Service Social Media Airlines Hotels 40