West Monroe

APRIL 28, 2024

Additionally, there’s sometimes a disconnect between the value proposition sold and what’s delivered to customers—exacerbating the problem. Churn is a common outcome when products don't meet customer expectations or fail to effectively address their needs. Leverage the right automation where possible.

Software 52

Software Customer Retention Roadmap Sales 52

Lithium

JULY 7, 2021

We are proud to announce Khoros has launched two new podcasts: CX Confessions: The Customer Experience Show , a thought leadership podcast on CX featuring C-suite executives, and Titans of Customer Engagement , a podcast highlighting tactical, digital engagement best practices and strategies with Khoros customers.

Roadmap 52

Roadmap Leadership Metrics Analytics 52

Michelli Experience

JULY 25, 2017

In support of my formula, Neil Davey, the managing editor of mycustomer.com recently cited David Ulrich’s research on the value chain of trusting and engaging employees. Key Leadership Behaviors. In the case of Mercedes-Benz leadership, that vision was shared both through words and in the form of a visual roadmap.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. The Khoros Customer Engagement team has been hard at work developing content with a fresh outlook on modern solutions and paths to follow as you continue your journey. Guerrilla Marketing via TikTok can change that.

Multi-Channel 52

Multi-Channel Leadership Guidelines Roadmap 52

ChurnZero

DECEMBER 21, 2023

Building a successful post-sales strategy: Q&A with Tim Conder The webinar’s Q&A session covered topics including deciding which customer needs to prioritize and when, the right strategy for continuous customer engagement , building a resilient post-sales team, and how to tell a successful post-sale strategy from an ineffective one.

Sales 52

Sales Customer Success Tourism Roadmap 52

Gainsight

MAY 4, 2023

In the new world, we focus on the scale a community brings to your customer journey, your Customer Success content, your plays, and courses. And finally, it’s about the customer experience. What a customer sees when they log in or choose to engage with, truly matters. Let’s dive in.

Self Service 52

Self Service How To Effort Score B2C 52

CustomerSuccessBox

SEPTEMBER 20, 2021

At Zendesk you’ll find one of the most interesting contents on customer success and customer engagement. The focus of the blog is on customer services but you’ll find content on customer engagement and customer success too. 5 leadership actions to build trust with those who serve customers.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

Bold360

JUNE 10, 2020

During COVID-19, a lot of businesses have been doing a great job of figuring out new ways to interact with their customers. It’s time to build a CX roadmap for today and for the future in different steps for helping businesses build up their digital capabilities. But don’t stop there. Will you be dealing with calls?

Self Service 52

Self Service Engagement e-support Roadmap 52

ijgolding

APRIL 19, 2017

Last month I shared 6 key questions related to the importance of engaging your people in improvement activity. Engaging your people in playing a key role in improving the customer experience is one thing, but what if customer experience is not actually a key element of the business strategy in the first place?

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. 11 Statements to Assess if Your Company Needs a Chief Customer Officer. Do you have a roadmap for CX? Click To Tweet.

Chief Customer Officer 133

Chief Customer Officer Company Tips Leadership 133

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. 11 Statements to Assess if Your Company Needs a Chief Customer Officer. Do you have a roadmap for CX? Click To Tweet.

Chief Customer Officer 107

Chief Customer Officer Company Tips Leadership 107

ChurnZero

JULY 2, 2020

During the webinar, Abby and Robin shared their firsthand experience on building customer-first organizations from the ground up as well as covering: How to structure your teams to better serve the customer. What processes should be put in place to drive customer engagement and adoption. Well, were they ever engaged?

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

SurveySensum

FEBRUARY 16, 2024

Today, in the area of customer support, telephone engagements play an important role in building and maintaining strong connections with customers. This is important, especially in conversations, as it is significant for customers to feel that you understand their perspectives and feelings.

Strategy 52

Strategy How To Communication Interaction 52

SurveySensum

FEBRUARY 16, 2024

Today, in the area of customer support, telephone engagements play an important role in building and maintaining strong connections with customers. This is important, especially in conversations, as it is significant for customers to feel that you understand their perspectives and feelings.

Strategy 52

Strategy How To Communication Interaction 52

ClearAction

JANUARY 12, 2022

New key performance indicators (KPIs) are needed to assess: Ease-of-Doing-Business from the viewpoint of customers and suppliers. As your roadmap and indices for customer-centered management capability, let’s review the alternative angles on Ease-of-Doing-Business and Ease-of-Work provided by this article series: Ease of Doing Business.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

CSM Practice

FEBRUARY 24, 2020

Your customers cannot be successful if they don’t use your solution offerings. It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. Time Spent in Product is a straightforward product engagement metric with significant effects.

Metrics 52

Metrics Customer Success Measurement Financial 52

SmartKarrot

DECEMBER 13, 2022

Provide proactive thought leadership on customer strategy and roadmap, account governance, and reoccurring strategic discussions with both customer and SI. Liaise with CS peers, SI Partners, Sales, Services, Product, Engineering, Marketing, and SaaS Ops leadership to drive customer satisfaction.

Customer Success 19

Customer Success Roadmap Leadership Government 19

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? Business Performance Leadership. Mastery of these customer culture factors and levers is not as hard as you think.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

West Monroe

NOVEMBER 9, 2022

It’s vital to start analyzing and taking advantage of opportunities to help position utilities for a clean energy future and maximize benefits for customers. It’s imperative to analyze and engage the community early on to make a more attractive case when pursuing federal funds and have an effective project rollout.

Transportation 52

Transportation Roadmap Government Industry 52

West Monroe

JANUARY 12, 2022

From our work with enterprise software leadership teams—including chief revenue, product, and strategy officers—we’ve identified two key practices that power high-performing teams and drive repeatable, superior growth. Improve customer engagement and loyalty. New Market. Existing Product. Grow market share.

Software 52

Software How To Innovation Roadmap 52

Gainsight

AUGUST 31, 2020

How they reached this level of customer engagement . Even Mike Rivisto was more interested in the response rate as opposed to the actual score, “because to me, the response rate is actually an engagement rate.”. Understanding where those engagement levels are low for certain customers helps,” Jessica stated.

NPS 52

NPS Effort Score Survey Roadmap 52

SmartKarrot

NOVEMBER 7, 2022

Role: Associate Director, Customer Success Location: Greater Boston, United States (On-site) Organization: Saama As an Associate Director of Customer Success, you will drive the overall customer relationship forward and drive product penetration and consulting services revenue in customer engagements.

Customer Success 19

Customer Success Case Study Roadmap Leadership 19

SmartKarrot

JANUARY 18, 2023

Role: Head of Customer Success Location: Lakeland, FL (Hybrid) Organization: Dice As a Head of Customer Success, you will partner with Product, Customer Experience, Technology, and Operations leadership to build a cohesive, compelling, class-leading customer experience.

Customer Success 19

Customer Success Roadmap Touchpoint Customers 19

CSM Practice

FEBRUARY 24, 2020

Your customers cannot be successful if they don’t use your solution offerings. It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. Time Spent in Product is a straightforward product engagement metric with significant effects.

Metrics 52

Metrics Customer Success Measurement Customers 52

CSM Practice

FEBRUARY 24, 2020

Your customers cannot be successful if they don’t use your solution offerings. It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. Time Spent in Product is a straightforward product engagement metric with significant effects.

Metrics 52

Metrics Measurement Customer Success Customers 52

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? Business Performance Leadership. Mastery of these customer culture factors and levers is not as hard as you think.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

SmartKarrot

JANUARY 12, 2022

Lead hiring for BetterUp Care customer success partnering with recruiting and Care leadership. Partner with sales leadership to bring additive value to the sales process and help position our customer success motion as a differentiator. Analyse data to help improve the customer experience.

Customer Success 19

Customer Success Leadership Roadmap Sales 19

SmartKarrot

OCTOBER 11, 2022

Creating and maintaining regular project status reporting for internal stakeholders and leadership. Monitor and report out on customer usage and health, developing proactive strategies for driving continued user adoption, retention and growth. Drive and build repeatable processes in the SMB and MM book of business.

Customer Success 19

Customer Success Customer Journeys Roadmap Leadership 19

ClearAction

MAY 3, 2019

In my talk show with Dennis, he laid out six mission-critical trends for digital experience strategy: visionary leadership, customer experience differentiation, brand-customer gap prevention, co-creation of business models, strategic data monetization, and digital empathy. 1) Visionary Leadership. Customer Journey.

Trends 48

Trends Customer Journeys Leadership Customer Centricity 48

Amity

JANUARY 9, 2019

It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture. We often get asked about what departments are the most important to integrate customer success with. Buy-in and commitment has to start at the senior leadership level.

Customer Success 81

Customer Success Customer Journeys Leadership Metrics 81

West Monroe

NOVEMBER 9, 2022

It’s vital to start analyzing and taking advantage of opportunities to help position utilities for a clean energy future and maximize benefits for customers. It’s imperative to analyze and engage the community early on to make a more attractive case when pursuing federal funds and have an effective project rollout.

Transportation 40

Transportation Roadmap Government Industry 40

West Monroe

NOVEMBER 9, 2022

It’s vital to start analyzing and taking advantage of opportunities to help position utilities for a clean energy future and maximize benefits for customers. It’s imperative to analyze and engage the community early on to make a more attractive case when pursuing federal funds and have an effective project rollout.

Transportation 40

Transportation Roadmap Government Industry 40

Gainsight

OCTOBER 22, 2018

First, why not take a look at this video—you can hear from both companies’ leadership in their own words why they made this decision and what it could mean for you. Aptrinsic is a product-led growth solution that delivers powerful analytics and in-product engagements used to increase adoption, retention, and expansion in B2B companies.

Roadmap 40

Roadmap Analytics Customer Success Financial 40

SmartKarrot

DECEMBER 14, 2022

Role: Head of Customer Success Location: Remote, United States Organization: Jarvis Elliott As a Head of Customer Success, you will work with the C-suite/leadership team to develop a Customer Journey. Coach, manage, and grow the Customer Success team as they scale. Apply here: [link].

Customer Success 19

Customer Success Roadmap Groups Customers 19

SmartKarrot

NOVEMBER 2, 2022

Own the group’s P&L, taking a data-driven approach to improve adoption and engagement across the customer base, in turn maximizing the revenue and profitability. Establish high quality, relevant, service experience across a wide range of customers, including Enterprise, Mid-Market, Agency, and Channel Partners.

Customer Success 19

Customer Success Self Service Multi-Channel Social Media 19

North Highland

SEPTEMBER 27, 2019

Customer data can be clustered into four categories: Descriptive : Demographics, e.g. gender, age, income. Behavioral: Reflective of a pattern a customer exhibits when interacting with the company. Interactive : How a customer engages with a digital product, e.g. navigation paths.

Data 40

Data Government Social Media Roadmap 40