Lithium

NOVEMBER 1, 2022

Podcast] Diversifying Metrics and the Rise of the Conversation Curator Our guest is none other than Legendary Khoros Titan, Claudius Henrichs, Head of Community at Dataiku brings a wealth of knowledge around how closely related the learning experience, and the community experiences are. They can also create significant value.

Roadmap 52

Roadmap ROI Social Media Contact Center 52

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. If you missed the webinar, you can watch it on demand.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

COPC

MAY 31, 2022

Each month, a data-rich report is released, followed by an interactive expert-led webinar to review the findings. GBS is a resource for executives and managers involved in the strategic planning and development of CX operations. Certification provides a roadmap for reconstructing processes and preparing for change.

Customer Experience 101

Customer Experience Contact Center Consulting Guidelines 101

Lithium

DECEMBER 6, 2022

Ad Saves and Ad Video Plays have been added to Analytics Ad Metrics. Community ROI: Embracing Humanity’s Desire to Help why would any customer spend their valuable time and resources answering strangers' questions on an online forum?For Webinars & Events Some event areas are limited to Khoros customers only. Publishing.

Social Media 52

Social Media Roadmap Trends Hospitality 52

ClientSuccess

NOVEMBER 22, 2021

While many customer success teams use NPS as a performance metric to gauge team members’ success, there is potentially even more value in the data from a customer marketing angle. Customers and their responses can feed the product roadmap, serve as advocates, and support additional customer marketing efforts.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Metrics help separate process that are working from processes that need more fine-tuning.

Metrics 40

Metrics How To Effort Score Customer Success 40

Totango

APRIL 6, 2021

During the live presentation of the Steps to Scale Your Customer Success Operations Overnight webinar, Wisr’s VP of Customer Success Christine Knific answered several questions from attendees. You can watch the webinar here and check out a recap of some of the questions and answers from the session below.

CRM 62

CRM Roadmap Customer Success Customers 62

Gainsight

JULY 26, 2022

This product experience imperative was the exact topic of the Catapult webinar with Morgan Redwine from Dealerware. . With product usage data in place , you’ll have the ability to see macro-level and micro-level product metrics that could in-turn trigger timely customer communications and CTAs.

NPS 59

NPS Effort Score Training Roadmap 59

ChurnZero

OCTOBER 28, 2022

To get the rest of our findings, watch our webinar, 2022 Customer Success Study results revealed , in which our expert panel offers their take on the big trends, triumphs, and gaps across the industry. How do I take the resources that I have and make the best use of them? Do those activities in the way that scales the best.

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

ChurnZero

APRIL 26, 2019

Read on to discover how thinking like a Human Resources Manager, introducing your product early, and leveraging a coaching or shadowing program can turbocharge your onboarding experience. . Tip 1: Think Like a Human Resources Manager. A successful HR manager leverages metrics to forecast, track and report on new employee onboarding.

Tips 58

Tips Metrics Customer Success Training 58

Alliance by IFS

MARCH 31, 2016

Astea and The Service Council presented the findings of that research in our recent webinar, “ Redefining Service Innovation: It’s Time for a Change.”. In many companies, innovation resources are targeted at new product development. That’s because those efforts have a clear return on investment. That is where there is a shortfall.”.

Innovation 50

Innovation Chief Customer Officer Return on Investment Roadmap 50

Clarivate

DECEMBER 13, 2017

We know because we work with these companies who have that deep level of intent and passion to re-focus their entire company’s mission, organizational structure, operations, products, services, rewards, training, metrics, reports, and even job titles to be focused from the customer perspective.

Customer Journeys 49

Customer Journeys Strategy Customer Experience Management 49

ChurnZero

APRIL 8, 2020

When it comes to product development, weighing customer ideas and feature requests against your own vision and priorities on the roadmap is always a delicate balancing act. Ultimately, if you’re looking to reduce churn and increase retention rates—and let’s face it, which SaaS company is not focused on these metrics?—developing

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

Gainsight

FEBRUARY 20, 2019

However, each department has a different motivation stemming from its own functional responsibilities and resources. Depending upon your company’s product roadmap, you might be shipping and refining new product updates monthly, weekly, or even daily. Marketing, customer success, support, product—each team plays a critical role.

Roadmap 45

Roadmap Measurement Training Customer Success 45

Gainsight

OCTOBER 30, 2018

Churn is one of the most important metrics in a recurring revenue business. Obtaining funding from venture capital (VC) firms is part of the roadmap for a lot of SaaS companies. By “they,” we mean the resources you can use to fight back against churn. 2: Churn is scaring away investors. They’re heeeeee-re.

ROI 61

ROI Customer Retention Social Media Roadmap 61

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

SmartKarrot

JULY 28, 2022

Manage, acquire and build process, tools, and other resources to create a Client Success Center of Excellence. Work with customers to develop a success plan that outlines how Continu will be addressing their critical needs both immediately and in the future that includes metrics for success.

Customer Success 19

Customer Success User Experience Roadmap Video 19

ChurnZero

JANUARY 10, 2020

His deep knowledge, vast experience and passion for customer excellence will be instrumental in deploying and aligning resources to increase the lifetime value and profitability of customers.” . Upcoming Webinar: How to Streamline Onboarding to Reduce Churn. Celeste holds a BBA from Ohio University. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

SmartKarrot

MARCH 21, 2023

Work together with the product development team to modify the product roadmap in response to client comments and market developments. Metrics for customer success should be measured and analysed to find areas for improvement. Provide scalable activities like webinars to promote continuous product adoption and customer interaction.

Customer Success 19

Customer Success e-support Consulting Roadmap 19

SurveySparrow

MARCH 26, 2021

When there is no go-to-market strategy in place, you will not be able to tell clearly if you are launching at the right time, might not realize that you do not have all the resources required for a launch, or you might even be targeting the wrong set of customers, and so on. Who is responsible for go-to marketing strategy?

Strategy 52

Strategy Marketing Advertising Airlines 52

Amity

OCTOBER 12, 2017

The Customer Journey will help determine the people you need and the processes you will roll out so it’s critical to invest in the proper resources for this initiative. Creating a standardized onboarding process for new team members that is metrics driven. Best practice webinars. Compensation. Renewals and upsells.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

Lithium

JUNE 7, 2022

Resource Round-up | Khoros Roadmap 2022 | Q2 This post outlines "now available" features mentioned for each Khoros product and helpful resources. Webinars & Events Some event areas are limited to Khoros customers only. TikTok Webinar: How to Rock the Tok, Thursday, June 16 Save your spot. Available On-demand.

Self Service 10

Self Service Social Media Roadmap Gamification 10

Amity

OCTOBER 12, 2017

The Customer Journey will help determine the people you need and the processes you will roll out so it’s critical to invest in the proper resources for this initiative. Creating a standardized onboarding process for new team members that is metrics driven. Best practice webinars. Compensation. Renewals and upsells.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

SurveySensum

FEBRUARY 14, 2024

Support and Training: Look for tools that provide comprehensive training and support resources for effective utilization by both managers and employees. This can include customer support, tutorials, webinars, and documentation. It tracks feedback on these skills over time, offering a clear roadmap for professional development.

Tools 52

Tools Feedback Analysis Survey 52

SmartKarrot

MAY 10, 2021

Collaborate with customers in a highly strategic manner to develop their success roadmap for the first 12 months of adoption and beyond. Identify product feedback from customers, spotting trends and surfacing to help shape the product roadmap. Meet productivity metrics and quality standards in client engagement.

Customer Success 10

Customer Success Roadmap ROI Customers 10

Wootric CX Blog

DECEMBER 9, 2020

It would be neither owned by nor resourced by the CX team. During the webinar, he laid out planning elements you need to consider when building your CX program. This committee discusses CX metrics, top comments, feedback, and trends. Product Roadmaps and UX Design. Structure for success. Define the program.

Banking 52

Banking How To Effort Score Culture 52

SmartKarrot

MAY 24, 2021

Engaging with the Product Team to understand roadmap and implications for clients and advocate for the clients’ feature needs. Addressing escalated client issues with speed and urgency, orchestrating resources across the company as appropriate. Lead online webinars & demos to educate customers on the features of the product.

Customer Success 10

Customer Success Roadmap Customers Sales 10

ClientSuccess

AUGUST 27, 2019

Coupled with the overall customer experience, it makes sense to implement a customer health program and look at the key metrics that drive a customer’s success. Join networks, read blogs, attend webinars, and participate in your local meetups. . Ultimate Guide to SaaS Customer Success Metrics.

Software 40

Software Customer Success Culture Customers 40

ChurnZero

FEBRUARY 29, 2024

The working relationship between customer success and support teams can make, break, or even supercharge your customer experience, as Jaclyn Mullen of TheLoops showed attendees of ChurnZero’s most recent webinar. Watch Jaclyn’s webinar on demand here, and dig into attendees’ questions below.

Customer Success 52

Customer Success How To Culture Leadership 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

AUGUST 23, 2019

To talk about this newer role and shed some light on the evolution of Customer Success Operations and how it can impact SaaS businesses, we hosted a well-attended webinar earlier this week with Jason Conrad from the Customer Imperative. What types of metrics should this role be responsible for. Upcoming Webinar.

NPS 40

NPS Customer Success Effort Score Sales 40

SmartKarrot

JUNE 30, 2021

Every company wants to see an increase in their product adoption metrics. What are the most common product adoption metrics? Some of the top product adoption metrics include-. This information needs to be via personalized engagement, webinars, digital communications, interactions face to face, and more. Time to Value.

Social Media 10

Social Media Roadmap Customer Success Metrics 10

CustomerSuccessBox

JUNE 15, 2020

So, to help Customer Success rise up to the occasion, we recently conducted 4 webinars where we invited various industry leaders and discussed how Customer Success will play a massive role for companies to thrive during this pandemic. instead of focusing only on KPIs and metrics it’s important to make the customer successful.

Customer Success 64

Customer Success Strategy Roadmap Metrics 64

Gainsight

MAY 18, 2023

Meanwhile, Customer Success teams are increasingly seeking out digital tools that drive efficiency and effectiveness within their resource-constrained organizations. But between webinars, self-service destinations, user Communities, and other disparate solutions, efficiency breaks down. If your answer is no, then you’re not alone.

Self Service 52

Self Service Chief Customer Officer Customer Journeys Customer Success 52

ClientSuccess

JULY 1, 2019

If there is one thing customer success professionals know, it’s that ensuring customer satisfaction with a product or solution requires the attention and resources of far more than a single person. Teams should add the KPIs to their current metrics report that reflect the work they are doing to impact the overall customer success mission.

Customer Success 49

Customer Success Company Net Promoter Score How To 49

ChurnZero

JANUARY 17, 2020

Regardless just remember that there is no one-size-fits-all approach for CS metrics. Here are a few metrics that matter when guiding your clients down their desired path. . This same customer data can prove valuable for both your product and development teams, especially when your team is creating a product roadmap. . . “We

Tips 72

Tips Metrics Customer Success Effort Score 72

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Success is the complete and efficient alignment of all your resources across the company (and partners).

Customer Success 48

Customer Success Metrics e-support Leadership 48