West Monroe

JANUARY 12, 2022

A mix of tools and methods that include input from analysts, the voice of customer, and the voice of market studies, as well as perspectives from current customers, sales, marketing and product management should be synthesized to inform roadmap and investment direction. Existing Market. New Market.

Software 52

Software How To Innovation Roadmap 52

SmartKarrot

APRIL 18, 2022

While there are a number of survey tools out there in the market, if you are a Customer Success Manager trying to understand your customer needs , what will help immensely is to be able to conduct a survey, review the findings in the context of your customer success activities and to subsequently action it accordingly.

Customer Success 10

Customer Success Survey Software Voice of Customer 10

Wootric CX Blog

MARCH 1, 2020

An established SaaS company that’s moved beyond the startup phase wants to unite its various customer Experience efforts. The goal is a unified view of the customer journey, and the implementation roadmap looks something like this: Switch support service + send CSAT surveys after each closure. Upgrade the NPS program.

Effort Score 52

Effort Score Roadmap Touchpoint Analysis 52

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. How a CSAT survey can look like.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

ChurnZero

SEPTEMBER 25, 2020

The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. Go to customer onboarding and training sessions. Make Customer Success Feedback Measurable.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

Amity

MARCH 1, 2016

We sat down with Perry Monaco, Manager of Customer Success - The Americas, to discuss how Customer Success has evolved at LinkedIn over the last 5 years. How did you get started in Customer Success? When I first started at LinkedIn, the concept of Customer Success existed but the label did not.

Customer Success 91

Customer Success Customers NPS Metrics 91

SmartKarrot

MARCH 10, 2021

You need a product manager to accomplish business goals, amplify products, build product teams, work on customer complaints, and improve product quality. The focus is more on strategy, product positioning, developing a business case, allocating a funding and budget, and maintaining a roadmap for products. One Product; Two Roles.

Management 10

Management Customer Centricity Meeting Roadmap 10

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Do you love CEM as much as we do?

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

SmartKarrot

JANUARY 11, 2023

Role: Customer Success Director Location: Remote, United States Organization: Electus Global Education Co, Inc As a Customer Success Director, you will develop an understanding of each customer’s objectives with the product and define a strategy for supporting the customer in achieving those objectives.

Customer Success 19

Customer Success Roadmap Policies Customer Centricity 19

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Do you love CEM as much as we do?

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Retently

SEPTEMBER 12, 2018

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. But, how can the voices of customers be leveraged to drive the expected product changes? However, raw data is not neatly organized and insightful.

Analysis 117

Analysis Feedback NPS Effort Score 117

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Waypoint Group

AUGUST 1, 2018

Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” The key to scalably accelerating profitable growth is by creating truly loyal customers. Your company also has employee turnover.

Loyalty 56

Loyalty Net Promoter Score Connections e-support 56

Waypoint Group

MARCH 20, 2019

And so it goes with Customer Success. We all know we should be doing the right things that strengthen customer relationships and get ahead of the renewal so there are no unexpected surprises… but doing what , exactly? know that the data is coming from your customers. Getting proactive was the fix for safer living.

Engagement 40

Engagement Customer Engagement Feedback How To 40

Wootric CX Blog

AUGUST 4, 2020

I don’t know a single company that hasn’t pondered these questions: What resource investment will have the most impact on customer health and revenue growth? . Should I invest more money into customer experience (CX), customer support, or customer success right now? Customer Retention Cost (CRC).

Metrics 52

Metrics Effort Score Net Promoter Score Self Service 52

Pink Guava

OCTOBER 31, 2018

In our last blog, titled ‘Stellar Customer Experience’ we have briefly touched upon what you could still do in 2018 and make Customer Experience work for your organization. Remember this is a Customer experience Transformation Initiative and so the entire focus has to be Customer.

Customer Experience 45

Customer Experience Effort Score Metrics Measurement 45

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98

InMoment XI

JANUARY 10, 2023

They’ve got a sales team focused on enterprise sales, a customer success team that largely spends its time making onboarding simple and straightforward, and a customer support team that’s available to fix problems. And of course, they’ve got a product team constantly working to improve their software with customers in mind.

Customer Experience 324

Customer Experience Management Customer Journeys Effort Score 324