Lithium

MAY 3, 2022

Join us as the Khoros product team shares recent innovations to the Khoros platform and walks through upcoming releases on our roadmap. A full recording will be available after the event. Twitter ads and metrics can be viewed and filtered in the calendar, as well as in dashboards, data exports and custom metrics.

Multi-Channel 52

Multi-Channel Social Media Roadmap Metrics 52

Customer Bliss

NOVEMBER 15, 2018

1 – Look Deeper than Surface-Level Metrics. When starting out in her role as Vice President and CXO, Samantha spent a lot of time with the sales team at events and quickly learned from them that the Co-op’s products and services weren’t up to par with customer needs. Co-op Financial is essentially a B2B, to C company.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Gainsight

NOVEMBER 23, 2020

As the Customer Success function matures, it’s increasingly clear that Customer Success Operations (CS Ops) plays a critical role in driving effectiveness and efficiency just as Sales Ops does for the Sales function. The more you can tie to specific business goals or metrics, the better. Here’s our Roadmap ( PDF link ).

Customer Success 52

Customer Success Roadmap Handbook Financial 52

Gainsight

AUGUST 6, 2021

Within your organization, customer feedback is likely being funneled across different functions—product, marketing, sales, customer success, etc. 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. This is just the beginning.

Customer Success 52

Customer Success Roadmap How To Feedback 52

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In All of the above (and more).

Customer Success 59

Customer Success Company Management Roadmap 59

Gainsight

APRIL 14, 2022

Just as you wouldn’t expect to scale without a sales or marketing operations team, you can’t achieve the growth you dream of without a CS Operations team either. One final sign that you need to call in the CS ops big guns is when your executive team is starting to request CS metrics be presented at your company’s board meetings.

Chief Customer Officer 52

Chief Customer Officer Leadership Report Customer Success 52

AWS Machine Learning

NOVEMBER 22, 2022

Companies streaming online movies (OTT platforms), live concerts, or sports events. This can support product roadmap discussions and prioritizations. It sends an event to Amazon EventBridge , which is passed on to another downstream systems to act on the review received. Financial institutions. Solution overview.

Analysis 70

Analysis CRM System Groups 70

Gainsight

JULY 5, 2022

Understands the rhythms of the sales cycle and customer journey to help with forecasting, especially around existing business. Every journey begins with a roadmap, and every business motion starts with a strategy. Their purpose is to align the business goals with strategic CS goals and create a roadmap to make those outcomes possible.

Roadmap 59

Roadmap Return on Investment Customer Journeys Customer Success 59

Gainsight

AUGUST 26, 2022

This year, for the first time ever, the focus of the event expanded beyond customer success to include speakers, sessions, and attendees from product and community. To create these elevated customer journeys and experiences, both CS and Product must share the same vision and North Star metrics. . He said, “They complement each other.

Self Service 52

Self Service Customer Journeys Roadmap Customer Success 52

Oracle

NOVEMBER 7, 2018

Mark Dzuban, President and CEO of SCTE-ISBE is quoted as saying , “As we begin to execute on our 10-year roadmap for Cable-Tec Expo, it’s essential that we remain aligned with the industry’s evolution. To learn more about upcoming CX events, view our 2018-2019 customer experience events calendar.

Telecommunications 40

Telecommunications Wireless Transportation Roadmap 40

Gainsight

OCTOBER 14, 2020

Welcome to Day 1 of Pulse for Product, our inaugural event geared towards those in product management roles. However, the skills needed to ‘level up’ for product managers are a bit more elusive as PMs often receive varying feedback from customers, sales, customer success, engineering, etc. Yes, you read that right. Revenue or Reach?

Self Service 52

Self Service Roadmap Video Travel 52

CSM Magazine

MARCH 16, 2021

Global online sales grew 27.6% In response, eCommerce customer service specialist eDesk is supercharging support for its 23,000 agents with AI advancements, expediting the company product roadmap. The result is better oversight, productivity and efficiency across sales channels. Now it’s gotten smarter too.

Ecommerce 52

Ecommerce Multi-Channel Retail Roadmap 52

Wootric CX Blog

DECEMBER 16, 2020

Simple to understand, this powerful metric can give you a wealth of information that you can use to improve your brand. . NPS is a metric designed to measure customer experience. Feed this data back into your product roadmap and to your sales team. It’s an extra handy thing to add to their sales playbook. .

Net Promoter Score 52

Net Promoter Score Customer Retention How To NPS 52

Wootric CX Blog

MARCH 1, 2020

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. Segment events and send it all back to Salesforce, and beyond for action. Go beyond the score, turn qualitative feedback into a roadmap for CX improvement.

Effort Score 52

Effort Score Roadmap Touchpoint Analysis 52

ChurnZero

AUGUST 30, 2019

Yesterday, ChurnZero had the opportunity to attend and sponsor a brand new SaaStr event called – SaaStr Scale. It was a 1-day turbo-charged event in San Francisco with the best-of-the-best in Sales, Marketing, and Customer Success. We are happy to say it was a great event all around. Focus on Retention .

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

CustomerSuccessBox

APRIL 18, 2022

As each current customer is a potential lead for a renewal event, an upsell or cross-sell, and a source of sales and marketing proof. Thus it is safe to say that, the product-led customer success strategies are triggered by by-product usage and in-app metrics. Which again requires your customer base to be successful enough.

Customer Success 52

Customer Success Customer Journeys Roadmap Customers 52

Circular Edge

DECEMBER 13, 2022

By analyzing historical transactional data, you’ll uncover customer details and purchase trends that help drive sales efficiency and higher marketing conversion rates. This makes access challenging for yearly audits or to recover records in the event of a malware attack or other incident. Who benefits?

Data 52

Data Competitive Advantage Multi-Channel Analytics 52

SmartKarrot

DECEMBER 1, 2022

Role: Head of Customer Success Location: Remote, United States Organization: GoodTime.io As a Head of Customer Success, you will set the vision and develop strategic goals for the department, based on a substantial understanding of modern creative workflows, working with leadership to set and track department goals and metrics.

Customer Success 19

Customer Success Roadmap Metrics Customers 19

Thematic

DECEMBER 5, 2018

To enable these actions, customer retention analytics provide predictive metrics of which customers might churn — which enables them to get ahead of it. It mainly looks to past events, focusing on causal relationships and sequences. Develop a data roadmap and stick to it. Why is customer retention important? Outcome Analytics.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Gainsight

JUNE 11, 2021

Team Up with Sales to Drive Revenue with Kristen Hayer, Founder & CEO at The Success League. Major Takeaways: Sales and Customer Success relationships can be filled with friction. The impact will go beyond “Go-Live” events and affect churn, health scores, and LTV. Most importantly, customers should first experience value.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

SmartKarrot

SEPTEMBER 3, 2021

Monitor and manage adoption metrics to ensure customers are utilizing the full Axon platform. Represent the voice of Restocq’s customers and influence product development roadmap. Provide clear concise updates on the current strategy, roadmap, upcoming client events in small meetings and also to larger groups.

Customer Success 19

Customer Success Roadmap Case Study Training 19

Gainsight

NOVEMBER 9, 2022

The event theme “Together, We’re Unstoppable” came to life at the opening keynote by Nick Mehta, CEO of Gainsight. Net Revenue Retention: The One True Metric. “ We talked to investors and CEOs who said Net Revenue Retention is the most important metric for them this year. Pulse Europe 2022 is here! That’s all content.”

Self Service 19

Self Service Roadmap Customer Success Knowledge Base 19

InnerTrends

MAY 23, 2018

These are event driven marketing automations. Lead scoring is a ‘ methodology used by sales and marketing departments to determine the worthiness of leads, or potential customers, by attaching values to them based on their behavior relating to their interest in products or services’. Let’s take a look at: Payment events, and.

Marketing 73

Marketing Net Promoter Score eBook NPS 73

SmartKarrot

OCTOBER 10, 2022

Assist in the on-going technical and sales education and development of the broader team. As a Customer Success Manager, you will develop and deliver product demonstrations to prospective customers as well as to existing customers during in-person meetings, online sessions as well as at conferences, seminars, and other events.

Customer Success 19

Customer Success Roadmap Healthcare Conference 19

Amity

JANUARY 30, 2019

There are some important questions to ask as you scale your support team such as, do you keep all of your support staff in house or do you outsource a portion, what are your current utilization metrics and what do you want them to be, do you implement a rolling queue, do you implement various tiers, and what are your target SLAs, etc.

Customer Success 61

Customer Success Customer Journeys Customers Training 61

SmartKarrot

FEBRUARY 7, 2022

Role: Senior Customer Success Manager Location: New York, NY, US (Hybrid) Organization: Recapped As a Senior Customer Success Manager, you will be collaborating with Sales to successfully onboard new customers. Analyze customer usage and adoption metrics.

Customer Success 19

Customer Success Roadmap CRM Customers 19

Amity

OCTOBER 12, 2017

I recommend that you should gather some baseline data as well as input from your team, the other company functions (Product, Marketing, and Sales especially) and customers and draft out a mission statement. At the very least, start to define the stages and events of the journey and go from there. Sales to CS transitions.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

Retently

MAY 2, 2023

NPS is one of the most popular metrics and measures customer loyalty. Example of CSAT survey CES , which stands for Customer Effort Score, is another satisfaction metric that measures how easy or difficult it is to interact with a product or service. What is NPS, CSAT, and CES? Let’s explore some survey question examples for the case.

Customer Journeys 142

Customer Journeys Survey Effort Score NPS 142

ChurnZero

DECEMBER 20, 2019

Being able to have difficult conversations with customers, being able to lead customers proactively, and being able to have metrics-driven conversations is what the new Customer Success Manager (CSM) is expected to achieve. C S and Sales strengthen their bond. . I recommend looking to Sales/Sales Op erations teams as the guide.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

SmartKarrot

MARCH 9, 2021

Create a Customer Advisory Council to influence the business’s strategic direction and longer-term product roadmap. Heavily influence the product roadmap with Product Management through the advocacy of customer needs. Align with Sales on up-sell opportunities, staying coordinated in customer interactions.

Customer Success 10

Customer Success Roadmap Metrics Customers 10

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

Retently

JULY 28, 2019

For example, if your Customer Experience Management platform has automation abilities, you can create predefined replies that will be automatically sent out when a certain event is triggered. There are cases when an immediate solution to the encountered issue is not possible, but you took note and have included it in your product roadmap.

Feedback 88

Feedback Effort Score Survey NPS 88

Amity

OCTOBER 12, 2017

I recommend that you should gather some baseline data as well as input from your team, the other company functions (Product, Marketing, and Sales especially) and customers and draft out a mission statement. At the very least, start to define the stages and events of the journey and go from there. Sales to CS transitions.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

Qualtrics

FEBRUARY 4, 2021

Transition experiences Key transition moments in an employee’s journey through their lifecycle : recruiting, onboarding , exit , promotion, financial events, and organizational changes. Industry relevance: whatever business you are in, technology is always moving forward, and it’s essential you keep up with competitors, trends and events.

Employee Experience 26

Employee Experience Abandon Rate Return on Investment Technology 26

GetFeedback

SEPTEMBER 19, 2018

Measuring key support metrics like Customer Effort or Customer Satisfaction can give you the data you need to improve service quality. Lost Sales Feedback. When you get answers, you can shape your sales training and product roadmap and better fulfill customer expectations. Event Feedback. Lead Forms.

Survey 199

Survey Net Promoter Score Data Effort Score 199

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the Client Success team makes everyone feel more like they are at an awesome retreat than at a boring conference). Long story short… little did I know how intriguing this experience was going to be.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes everyone feel more like they are at an awesome retreat than at a boring conference). Long story short… little did I know how intriguing this experience was going to be.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49