CustomerSuccessBox

FEBRUARY 14, 2019

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially. Why is it so? This is far from the truth.

Customer Success 67

Customer Success Management Case Study Study 67

delighted

DECEMBER 7, 2021

Guest post contribution by Samidha Visai, Product Manager at Secureframe. In this post, we’ll define what product-led growth is, investigate its evolution, and illustrate its benefits with real-life case studies. However, it may take some front-loaded effort to revisit your product roadmap to prioritize product-led growth.

Case Study 79

Case Study B2B Self Service Software 79

Retently

JUNE 4, 2018

The quote pretty much sums up the whole purpose of adopting Net Promoter Score ® – using the captured insights to close the feedback loop. Customer feedback loop depicts the process of continuous enhancement based on the customers’ insights about the business they interact with. Fred Reichheld, Bain & Company.

Feedback 60

Feedback Net Promoter Score NPS Effort Score 60

PeopleMetrics

FEBRUARY 26, 2018

Relationship surveys , however, should be designed to gauge loyalty and solicit direct feedback from customers who not only bought your solution, but from customers who use your solution as well. If you aren’t getting their feedback, you are sticking your head in the sand. We love these guys!". Don't be like this guy.

NPS 96

NPS Net Promoter Score Company Feedback 96

Circular Edge

APRIL 22, 2020

Capabilities Whitepaper , which is designed to provide JDE users & managers with a holistic overview of all available tools, features & technologies within the 9.2 Through these case studies , Lyle encouraged JD Edwards customers to work smarter , embrace change and leverage 9.2 Lease Management.

Resources 52

Resources Innovation Roadmap Self Service 52

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Moderation and spam management. To see the full story, watch our case study.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

SmartKarrot

NOVEMBER 30, 2023

In a recent Kaffeine & Karrots conversation, I had the pleasure of sitting down with Pragya Mishra, Head of Customer Success and Operations at Courseplay, to delve into the intricacies of account risk management. Regularly Update Your Playbook Documentation emerged as a key element in risk management.

Management 10

Management Case Study How To Roadmap 10

delighted

MAY 24, 2017

They can amplify your strengths, drive referrals, coach new users, and even help guide the product roadmap. Chefs and managers of the world’s best restaurants make it a point to forge personal relationships with their customers, especially their regulars. Solicit feedback on upcoming products. Reach out to them.

Case Study 74

Case Study B2B Study Ecommerce 74

SurveySparrow

SEPTEMBER 25, 2023

To grasp the concept of the customer experience lifecycle, imagine it as a roadmap. It acts like a guide to help us understand and manage CX better. Customer reviews, case studies, and transparent pricing can be valuable tools in this phase. You can create surveys, and collect and analyze feedback.

Customer Experience 52

Customer Experience Social Media e-support Omni-Channel 52

Eptica

FEBRUARY 27, 2019

Date: Wednesday, February 27, 2019 Author: Pauline Ashenden - Marketing Manager 5 books to help you build trust across the customer journey. Author: Pauline Ashenden - Marketing Manager In the fast moving world of customer experience keeping up to date with the latest thinking and ideas is vital. Published on: February 27, 2019.

Customer Journeys 93

Customer Journeys Loyalty Case Study Social Media 93

SmartKarrot

SEPTEMBER 2, 2022

Act as an internal advocate for customers by providing client feedback. Apply here: [link] Role: Director, Customer Success Location: Chicago, IL, US Organization: Grubhub As a Director of Customer Success, you will exceed financial targets by managing pipeline and team activity, with an ability to accurately forecast and motivate.

Customer Success 19

Customer Success Case Study Roadmap Groups 19

SmartKarrot

OCTOBER 25, 2023

Thus, equipping KAMs with a structured crisis management framework is no more just a nice to have— but it is an essential strategy to act or be proactive during potential disruptions and reputational damage. Aftermath Management: Beyond the immediacy of a crisis lies the equally daunting task of post-crisis relationship management.

Management 10

Management Guidelines Case Study Roadmap 10

Qualtrics

FEBRUARY 6, 2019

The Product Experience Track at X4 Experience Management Summit. Who should go: Everyone in the experience management industry, regardless of position or rank. Leading brands will share the experience management programs they’ve built to delight customers and employees. Design a data-driven product roadmap.

Conference 33

Conference Management Innovation Roadmap 33

CustomerSuccessBox

SEPTEMBER 4, 2019

When I look back to the old me, I feel that I have learned a lot as a Customer Success Manager (CSM). The context of these emails will depend on the stage of the customer lifecycle – onboarding, implementation, post go-live feedback etc. The Marketing team for facilitating case studies, success stories, best practice docks, etc.

How To 78

How To Roadmap Customer Success Training 78

CX Journey

AUGUST 11, 2016

CX Journey delved into the concept of lean management a few weeks ago. At its core, lean management is about maximising customer value while minimising waste. Today I'm pleased to share a guest post by Ben Motteram , aka CXpert. His post includes an interview with Olivia McMillan of REA Group. OM : Absolutely.

Groups 0

Groups System Case Study Roadmap 0

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Moderation and spam management. To see the full story, watch our case study.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Moderation and spam management. To see the full story, watch our case study.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Kayako

JANUARY 28, 2016

It involves dealing with lots of aspects of the customer experience, from customer interactions and resolving queries, through to working with the product team on useful feedback. JIRA is an issue management platform that allows teams to easily manage issues throughout their entire lifecycle.

Tools 120

Tools Self Service Communication Training 120

SmartKarrot

NOVEMBER 28, 2022

Role: Customer Success Manager Location: New York, United States (On-site) Organization: Talon.One As a Customer Success Manager, you will delight customers with continual support and proactive suggestions making their business more successful. Work with the marketing team to execute customer surveys, case studies, etc.

Customer Success 19

Customer Success Case Study Roadmap Policies 19

SmartKarrot

MARCH 30, 2022

Manage customer relationships and become the trusted advisor for the customer. Apply here: [link] Role: Customer Success Manager Location: San Jose, CA, US (Hybrid) Organization: Sage As a Customer Success Manager, you will build a cohesive team of Customer Success Advocates that reflects Sage Intacct’s customer-centric approach.

Customer Success 19

Customer Success Roadmap Case Study Customers 19

SmartKarrot

NOVEMBER 7, 2022

Manage a pipeline of jointly targeted accounts, and/or key partnerships, providing insights. Oversee the documentation of key CX processes and definition of requirements for core systems (PSA, Case Management, CX). Collect and prioritize input and feedback from stakeholders and identify needs vs. wants.

Customer Success 19

Customer Success Case Study Roadmap Leadership 19

Survicate

JANUARY 11, 2019

How Agendor keeps improving their product with Survicate Website Surveys, and how a Product Management NPS ® Survey can be used to improve the work of the entire company. Tulio Monte Azul, CTO and Product Manager at Agendor, reached out to Survicate. Tulio Monte Azul, CTO and Product Manager at Agendor, reached out to Survicate.

NPS 40

NPS Customer Insights Survey Roadmap 40

SmartKarrot

SEPTEMBER 3, 2021

Role: Senior Customer Success Manager Location: Remote, Salt Lake City, UT, US Organization: Axon As a Senior Customer Success Manager, you will engage with your customers through regular calls, business reviews, and daily needs. Monitor and manage adoption metrics to ensure customers are utilizing the full Axon platform.

Customer Success 19

Customer Success Roadmap Case Study Training 19

SmartKarrot

OCTOBER 27, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Givelify As a Director of Customer Success, you will advise customers as a trusted partner on use-cases, fundraisinggiving strategies, and Givelify products and services. Manage QBRs. testimonials, case studies). Apply here: [link].

Customer Success 19

Customer Success Case Study Roadmap ROI 19

SmartKarrot

AUGUST 26, 2022

Role: Director of Customer Success Location: Remote, United States Organization: FinditParts As a Director of Customer Success, you will manage Contact Center Operations to deliver a great customer experience, meeting or exceeding all revenue goals, KPIs, and SLAs. Manage the risk identification and tracking process until issue resolution.

Customer Success 19

Customer Success e-support Case Study Roadmap 19

SmartKarrot

JUNE 30, 2022

Role: Customer Success Director Location: Remote, Boston, MA, US Organization: meQuilibrium As a Customer Success Director, you will advance meQuilibrium’s strategic relevance by driving the integration and adoption in other areas of Human Capital Management and business units within the customer organization. testimonials, case studies).

Customer Success 19

Customer Success Case Study Roadmap Metrics 19

SmartKarrot

FEBRUARY 17, 2022

Manage the end-to-end software implementations with clients, post-sales. Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom (On-site) Organization: Enthuse As a Customer Success Manager, you will provide sector-leading relationship management to your portfolio of the largest accounts.

Customer Success 19

Customer Success Case Study Hotels Roadmap 19

SmartKarrot

OCTOBER 17, 2022

Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts. Support the marketing programs that develop customer-specific case studies and references. Be a trusted partner for the customer on the use-case and product functionality.

Customer Success 19

Customer Success Retail Case Study Roadmap 19

SmartKarrot

SEPTEMBER 14, 2021

Ensure that Customer Success Managers understand the customers’ objectives and are delivering on them. Gather feedback from other departments (Sales, Client Services, Product, etc.) Manage and nurture customer accounts to identify revenue expansion opportunities and ensure successful renewals.

Customer Success 18

Customer Success Case Study Roadmap Customer Satisfaction 18

SmartKarrot

NOVEMBER 19, 2021

Continuously monitor and manage customer health to identify churn risk early and drive higher retention. Manage and escalate data inquiries and investigations as needed. Manage day-to-day Customer Success operations to ensure projects are running efficiently and that customers are engaged. testimonials, case studies).

Customer Success 19

Customer Success Case Study Roadmap NPS 19

SmartKarrot

APRIL 14, 2022

Drive, manage and cultivate relationships with the customers through digital engagement and customer meetings. testimonials, case studies). Represent the voice of the customer to inform the sales process and product roadmap. Collaborate closely with Sales to support expansion opportunities. to meet client needs.

Customer Success 19

Customer Success Case Study Roadmap Customers 19

Gainsight

JUNE 11, 2021

Manager, Customer Success at Slack and CEO of Customer Success Network at Slack. How To Hire A Customer Success Manager The Right Way with the amazingly talented Irit Eizips, Chief Customer Officer at CSM Practice. Three key phases for Successful Value Management. Your Customers Need You to Put Yourself First: Listen to Them!

Chief Customer Officer 91

Chief Customer Officer Customer Success Handbook Knowledge Base 91

SmartKarrot

FEBRUARY 21, 2022

Partner with clients to create and deliver Case Studies that can be taken to market. Apply here: [link] Role: Customer Success Manager Location: Remote, Denver, CO, US Organization: Canonical As a Customer Success Manager, you will onboard new Canonical customers and introduce them to the products and support processes.

Customer Success 19

Customer Success Case Study Roadmap Exercises 19

Lumoa

OCTOBER 12, 2020

The customer feedback loop is a term that you might have heard before. In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. What is the Customer Feedback Loop? But what is it actually?

Feedback 208

Feedback How To NPS Customer Centricity 208

ClientSuccess

APRIL 20, 2017

Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service. Paul’s first foray into the world of Customer Success included managing customers and delivering Market Research. The Rise of SaaS and Customer Success.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

SmartKarrot

JULY 29, 2021

Manage the renewal process for channel partners. Develop data-driven playbooks that drive client results and inform product roadmap. Own regular client meeting agendas and engage with clients both tactically and strategically to ensure program goals being met and day-to-day needs are managed.

Customer Success 12

Customer Success Case Study Entertainment Roadmap 12

SmartKarrot

NOVEMBER 26, 2020

Manage cross-functional relationships with leaders in Product, Engineering, Operations, and Marketing to advocate for users and influence the long-term product roadmap. Customer Success Manager Location: Remote, OR, US Organization: Intermedia Cloud Communications As a Sr. testimonials, case studies, attending events).

Customer Success 10

Customer Success Roadmap Case Study Leadership 10