West Monroe

APRIL 28, 2024

There are also questions around the ownership and accountability model for renewals: for example, whether renewals should reside within sales or customer success, if a separate renewals function is necessary, and what the accountabilities/remits for renewals should be between customer success managers and sales reps when both are responsible.

Software 52

Software Customer Retention Roadmap Sales 52

One Millimeter Mindset

JANUARY 25, 2023

First, how many times during sales calls or project meetings are you intimidated by other colleagues’ perceived levels of knowledge? Consider the opportunities missed (and sales dollars left on the table) when you remain a spectator when working with or selling to individuals who do not solve problems the same way you do. Together. |

Consulting 88

Consulting Innovation Roadmap Leadership 88

ECXO

MARCH 21, 2023

The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture. This can be done by analysing your customer feedback with data, voice of customer, customer retention, and sales growth. Based on the company ‘’mindset’’ and approach.

B2B 98

B2B Customer Experience Roadmap Culture 98

COPC

JANUARY 9, 2024

We ensured alignment by creating an employee brand book that encompassed communication guidelines, employee objectives and project roadmaps. Our leadership endorses a holistic approach to deliver simple, relevant experiences, creating value for customers, employees and shareholders.

Customer Experience 74

Customer Experience Net Promoter Score Guidelines Customer Care 74

Gainsight

DECEMBER 21, 2023

However, they’re constantly iterating—the product roadmap is in flux, and the customer base is in flux. Realities of an Early-Stage Company Customer Success is rarely formed in the earliest days of a new company; usually Product, Marketing, Sales, and Finance all come first. Here are the highlights.

Customer Success 52

Customer Success Company How To Effort Score 52

CX Accelerator

JULY 1, 2020

Define your digital roadmap, including expectations, roles and responsibilities, and timing. A plan could be bulletproof, but without leadership buy-in and an OCM and communication plan to support it, it will struggle to thrive once rolled out. How can you turn your customers into promoters?

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

West Monroe

APRIL 9, 2023

Companies should actively engage and communicate with their newly acquired customer base—beginning on Day 1 of the post-sale integration—to gain a deeper understanding of their needs and expectations. Those notions may not adequately address the needs of their recently expanded customer base.

Strategy 52

Strategy Company Leadership Customer Centricity 52

West Monroe

APRIL 9, 2023

Companies should actively engage and communicate with their newly acquired customer base—beginning on Day 1 of the post-sale integration—to gain a deeper understanding of their needs and expectations. Those notions may not adequately address the needs of their recently expanded customer base.

Strategy 52

Strategy Company Leadership Customer Centricity 52

SmartKarrot

DECEMBER 12, 2023

To delve deeper into the nuances of the Customer Success Career Path to Leadership, we bring you a compelling conversation between two industry experts, Bhumika Arora, Founder and Consulting Coach at Ruffday Coaching Services, and Rohan Sheth, Director of Growth at SmartKarrot Inc.

Leadership 10

Leadership Customer Success Chief Customer Officer Customer Retention 10

Talkdesk

NOVEMBER 26, 2019

End bad customer service with Talkdesk Talkdesk’s industry-leading solutions were showcased in over 100 meetings and customized demos with our stellar sales team and subject matter experts. Additionally, attendees had the exclusive opportunity to preview the new Talkdesk innovation roadmap and updates.

Contact Center 78

Contact Center Roadmap Leadership Conference 78

Gainsight

APRIL 2, 2021

She explained that Okta ran a “sister” approach between Customer Success and Renewal Sales, which are connected closely in a team titled “Customer First.” More broadly, Customer First operations also include support, professional services, and everything post-sales that dives into the current customer base. A Thoughtful Org Chart.

Roadmap 52

Roadmap Leadership Customer Success Analysis 52

Integrity Solutions

MARCH 19, 2024

As a sales leader have you looked at your forecast and asked questions like these: “Do we have enough opportunities in our forecast to confidently make our goal this quarter/year?” ” Sales forecasting accuracy is one of the most important processes for running a successful sales organization.

Sales 103

Sales Analysis Resources Examples 103

C3Centricity

MAY 11, 2020

It is not the job of marketing, sales or market research alone to understand their needs. For more on project management I suggest reading the post “Getting to Yes: A 7-step Roadmap to Successful Project Management.” The organisation has not fully embraced the strategy. Reach Outside The Organization. Embrace T he Data.

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194

UJET

JANUARY 22, 2020

Darcey answered a few questions so our customers and the public can get to know the newest member of the UJET leadership team. Our 2020 product roadmap is exciting and I cannot wait to begin sharing some of these new and amazing features with everyone. Tell us a bit about yourself?

Culture 112

Culture Roadmap Travel Banking 112

West Monroe

JANUARY 24, 2023

Refocus R&D, sales, and marketing teams One result of the decade-long push for growth is that many software companies have sales, marketing, and R&D teams that are over-staffed and focused solely on expanding their customer base. Next, leadership should evaluate sales team structure and individual productivity (i.e.

Company 52

Company Software Strategy Leadership 52

Gainsight

SEPTEMBER 8, 2021

It helps that Sales and Marketing figured this out long ago. Software, reporting and analysis, enablement, and rock-solid processes and techniques will multiply the impact of a great sales rep or copywriter. It’s common to lean on IT, Revenue Ops or Sales Ops, an analytics team, or others. CS leadership time spent on reporting.

Marketing 105

Marketing ROI Leadership Analysis 105

CX Accelerator

JULY 1, 2020

Define your digital roadmap, including expectations, roles and responsibilities, and timing. A plan could be bulletproof, but without leadership buy-in and an OCM and communication plan to support it, it will struggle to thrive once rolled out. How can you turn your customers into promoters?

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

Horizon CX

APRIL 1, 2024

This assessment provides valuable insights into current CX capabilities, identifies areas for improvement, and helps chart a roadmap for advancement. One proactive step that businesses can take is to undergo a CX maturity assessment as described above.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. Q: Though sales and CS are different functions, they’re often viewed as the same. Q: Though sales and CS are different functions, they’re often viewed as the same.

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

One Millimeter Mindset

OCTOBER 15, 2018

Or, let’s say a client is frustrated with their career trajectory and wants me to develop their next-steps professional roadmap. Is this company “poised to move to the next level” simply because their sales team had a few good years? From their perspective, they already lead their division. However, the company has no idea why.

Roadmap 142

Roadmap Customer Success Leadership Customers 142

Integrity Solutions

APRIL 28, 2021

A 5-step roadmap to get you started. Creating a Customer Retention Strategy: A Leadership Roadmap. Here’s a 5-step roadmap to get you started: Create value for customers continually- not just once. One of the key tenets of a customer retention strategy is that it relentlessly focuses on value creation.

Customer Retention 83

Customer Retention Strategy Net Promoter Score Employee Engagement 83

SmartKarrot

OCTOBER 27, 2020

To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. Benefits of customer success roadmap. A roadmap helps you deliver the promises you have made to them in the initial stages. Few direct benefits of having a roadmap are: Customer retention. Customer acquisition.

Roadmap 10

Roadmap Customer Success Customer Journeys Chief Customer Officer 10

ChurnZero

SEPTEMBER 20, 2019

CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution. Q: What are your recommendations on keeping CSMs from being shoved down to a lower level customer contact after the initial sale.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

West Monroe

APRIL 9, 2023

Companies should actively engage and communicate with their newly acquired customer base—beginning on Day 1 of the post-sale integration—to gain a deeper understanding of their needs and expectations. Those notions may not adequately address the needs of their recently expanded customer base.

Strategy 40

Strategy Company Leadership Customer Centricity 40

ClientSuccess

MARCH 8, 2023

By outlining objectives, owners, and timelines, you provide your customers with a roadmap to success. Define Next Steps One of the biggest reasons follow-up emails are so critical after customer calls is that they often serve as a bridge between meetings to keep your customer projects alive and keep things moving between live conversations.

Customer Success 79

Customer Success Tips eBook Roadmap 79

Gainsight

APRIL 14, 2022

Often, it’s about leadership. 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. But time and again, we’ve seen that VPs of CS shouldn’t split their job between executive leadership and operations. Another great move!

Chief Customer Officer 52

Chief Customer Officer Leadership Report Customer Success 52

CustomerSuccessBox

SEPTEMBER 20, 2021

how to design and build a sales & marketing growth machine, etc. The other topics covered are sales, marketing, growth, support, and more. How to balance customer success and revenue in sales. 5 leadership actions to build trust with those who serve customers. Top reads: Managing Customer Success to Reduce Churn.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

Gainsight

MARCH 15, 2022

How does the sales comp plan align to CS? Are CSMs invited to the sales kickoff? It’s helpful to know if leadership cares only about sales and wants CS to make do with sales SaaS.”. One way to find out how serious a company is about CS is learning where the CS leadership and team fits into the org chart. “I

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

West Monroe

JANUARY 25, 2023

Refocus R&D, sales, and marketing teams One result of the decade-long push for growth is that many software companies have sales, marketing, and R&D teams that are over-staffed and focused solely on expanding their customer base. Next, leadership should evaluate sales team structure and individual productivity (i.e.

Company 40

Company Software Strategy Leadership 40

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. Using social media for customer service helps brands cut costs, increase retention, and boost sales. to present to their leadership team. Hello Atlas members! Available On-demand.

Multi-Channel 52

Multi-Channel Social Media Roadmap Metrics 52

Quadient

SEPTEMBER 16, 2022

We also received a five out of five score for "planned enhancements" – the only vendor to receive a perfect '5' score, demonstrating the strength of our product roadmap. Quadient is excited about our leadership status, so we made the full report available to you free of charge.

Customer Journeys 52

Customer Journeys Social Media Roadmap Software 52

Gainsight

APRIL 8, 2020

In those days, traveling was a major part of the job—traveling to California for monthly meetings with my product team; traveling to clients for sales calls or customer discovery; traveling to our corporate offices for sit-downs with other teams such as marketing, support, and finance. How much of this can be done today remotely? Conclusion.

Tools 52

Tools Travel Roadmap Course 52

TechSee

AUGUST 31, 2022

With every new technology, leadership faces the need to balance the desire to make an immediate impact with a quick solution, and deploying a strategic, sustainable, integrated and customized solution. Another positive indicator of long-term viability is investment from, or leadership alumni from other leading platform providers.

Engagement 109

Engagement Self Service Video Culture 109

ShepHyken

JULY 31, 2018

There are three levels where a company may be at in their roadmap to customer optimization. Quotes: “You can easily tell whether or not a company’s leadership cares. Instead of just focusing on meeting your monthly sales numbers, try focusing on customer retention. Intermediate/Operations focused.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

ShepHyken

JULY 31, 2018

There are three levels where a company may be at in their roadmap to customer optimization. Quotes: “You can easily tell whether or not a company’s leadership cares. Instead of just focusing on meeting your monthly sales numbers, try focusing on customer retention. Intermediate/Operations focused.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

West Monroe

JUNE 1, 2023

Enabling high growth and retention Since the cost of retaining and expanding sales with existing customers is just a fraction of bringing new customers on board, retention is key to profitability. For example, we recently worked with a marketing automation company that was bringing on new customers but struggled with retention.

Return on Investment 52

Return on Investment Culture Metrics Roadmap 52

Gainsight

MAY 4, 2023

That reason will always be your content i.e. your articles, documentation, product roadmap updates, knowledge base, and professional discussions. Even before they started using Gainsight as a community platform, they already had a great community built around Sales Data and Strategy. Community members need a reason to come back.

Self Service 52

Self Service How To Effort Score B2C 52