SurveySensum

OCTOBER 5, 2020

For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. It will tell you at what different stages you should launch customer surveys to collect feedback. . Click here to know more about the customer journey .

Customer Journeys 52

Customer Journeys B2B Survey Net Promoter Score 52

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

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. Robin van Lieshout, CEO & Co-Founder, inSided.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

Gainsight

JULY 26, 2022

Product experience is a primary driver of customer experience. This product experience imperative was the exact topic of the Catapult webinar with Morgan Redwine from Dealerware. . For many, that means triggering email communications at regular intervals or key milestones of the customer journey.

NPS 59

NPS Effort Score Training Roadmap 59

Gainsight

MAY 18, 2023

The team made some showstopping announcements, from an amped-up AI engine under the hood of the Gainsight platform to personalized, effective ways to engage customers and drive value throughout the digital customer journey. “The The history of Customer Success and the history of Gainsight are fundamentally intertwined.

Self Service 52

Self Service Chief Customer Officer Customer Journeys Customer Success 52

Amity

OCTOBER 12, 2017

For example, you shouldn’t start making massive technology investments until you have some of the other building blocks in places such as your customer journey and processes. That said, this model doesn’t mean that you don’t start hiring until you’ve fully defined your customer journey. Technology.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

Totango

JANUARY 7, 2020

Such goals need to be specific and might include the time taken to meet implementation timelines, the percentage of license utilization, and other metrics to ensure the organization delivers a great experience for new customers. This shortened time to value is part of what it takes to build a partnership between you and the customer.

How To 72

How To Roadmap Meeting Customers 72

Amity

MARCH 20, 2016

Collaborate on the customer roadmap. Provide a ‘long term’ view to the customer for revenue production. Create opportunities for customer to be successful and measure against their objectives. Always show the customer the roadmap and how they can continue to get better with your service.

Roadmap 48

Roadmap Measurement Customer Retention Communication 48

ChurnZero

JANUARY 17, 2020

Factors like usage, account health or their position in the customer journey, enable Plays to target customer contacts with the right messaging at the right time. Rather than waiting to notice a customer in need, Plays automatically assign tasks and deliver emails based on your client’s position in their onboarding process.

Tips 72

Tips Metrics Customer Success Effort Score 72

Amity

OCTOBER 12, 2017

For example, you shouldn’t start making massive technology investments until you have some of the other building blocks in places such as your customer journey and processes. That said, this model doesn’t mean that you don’t start hiring until you’ve fully defined your customer journey. Technology.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

Thematic

MARCH 29, 2020

What stakeholders are involved in product decisions, what metrics are they responsible for, and what data (such as churn, growth, or operational costs) do they use to make decisions? How will you tie customer feedback to those metrics and data sources? This is an equivalent of a vanity metric in product analytics.

Feedback 111

Feedback How To Analysis e-support 111

Gainsight

OCTOBER 30, 2018

Churn is what folks in the subscription economy community call the percentage of customers that leave after subscribing to your product. Churn is one of the most important metrics in a recurring revenue business. It can cost seven times more to acquire new customers than to retain current ones. They’re heeeeee-re.

ROI 61

ROI Customer Retention Social Media Roadmap 61

Gainsight

JUNE 10, 2021

To create this targeted experience, it’s important to put together a bespoke program that involves multiple channels like email, webinar, and office hours in a way that’s best suited to your users. There is more training for tenured CSMs to drive and outcomes throughout the customer journey by aligning the training to the customer lifecycle.

Metrics 52

Metrics Customer Success Customer Journeys Measurement 52

ChurnZero

JULY 12, 2019

Successful applications can easily prove the value they provide (from the onboarding phase on), keep reminding users of what they’ve achieved and how their situation has improved while accessing a particular service, and lead customers to success by effectively impacting metrics and KPIs. Your roadmap can partially influence that.

Customer Success 75

Customer Success Customer Experience How To Roadmap 75

Amity

JANUARY 30, 2019

Create a CS mission statement that is shared across your organization, and where appropriate, with customers. Map and evaluate your customer journey (both current and desired state). Look at the structure that is required to support your CS definition, mission and desired customer journey.

Customer Success 61

Customer Success Customer Journeys Customers Training 61

SmartKarrot

JULY 28, 2022

Monitor customer utilization trends and give recommendations to the Continu Product Team based off such, including doing regular customer ‘health checkups.’ Leverage your own and other CSM customer relationships for prospect customers. Drive adoption metrics throughout the customer journey.

Customer Success 19

Customer Success User Experience Roadmap Video 19

ChurnZero

JANUARY 10, 2020

His expertise is helping organizations focus on the customer journey to deliver an extraordinary customer experience, underpinned by world-class customer success, on-boarding and support organizations. . Investing in our customers’ success is one of ShootProof’s top priorities.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

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-support Consulting Roadmap 19

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. What does the customer journey look like? Implementation: Setting customers up for success.

Customer Success 40

Customer Success Training Customers Software 40

SmartKarrot

MAY 24, 2021

Engaging with the Product Team to understand roadmap and implications for clients and advocate for the clients’ feature needs. Empower customers to connect their goals and challenges with the solution in Powtoon. Lead online webinars & demos to educate customers on the features of the product.

Customer Success 10

Customer Success Roadmap Customers Sales 10

Amity

OCTOBER 31, 2016

When hiring, I encounter a lot of ex-salespeople who want to see the rest of the customer journey, and I encounter people in tech support who tend to be more reactive than they need to be. We also publish content and conduct webinars with them, and we use the tools they use, like Marketo. What metrics do you watch closely?

Customer Success 0

Customer Success Customers Metrics Sales 0