Experience Investigators by 360Connext

JANUARY 5, 2021

If you want your organization to truly have its own customer-centric “way,” it’s time to get specific about creating a customer-centric culture. Here are six foundational practices we use when consulting and workshopping with our clients to get specific and create that organizational magic.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

SmartKarrot

FEBRUARY 9, 2023

Role: Head of Customer Success Location: San Francisco, CA, United States Organization: Ikigai As the Head of Customer Success, you’ll manage the onboarding of new clients and ensure a smooth transition from sales. Ensure that our communications and updates are received by all users at each customer.

Customer Success 19

Customer Success Roadmap Culture Customers 19

One Millimeter Mindset

JULY 9, 2020

Professionals involved in the post-sale care and feeding of newly-acquired customers. Also, the people who directly answer client questions throughout that customer’s life cycle. Including everyone who does not receive commission dollars (at all, or meager) for ensuring customer success. It’s about time.

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Company Sales Leadership Innovation 96

Amity

JUNE 16, 2016

With more than 23,000 paying customers worldwide, Moz provides analytics software to track all of a website's SEO and inbound marketing efforts on one platform. We sat down with Ellie Wilkinson , the Senior Customer Success Team Manager at Moz, to discuss how Customer Success has evolved over the last two years.

Customer Success 80

Customer Success Self Service Customers Training 80

SmartKarrot

DECEMBER 15, 2022

Role: Customer Success Lead Location: Sydney, New South Wales, Australia (Hybrid) Organization: Hatch As a Customer Success Lead, you will advocate for customers by providing feedback to internal teams on how to better meet customer needs. Actively seek and develop strategies to help key stakeholders.

Customer Success 19

Customer Success Customers Sales Feedback 19

Gainsight

JANUARY 31, 2022

Introducing customer success both as a methodology and working practice into a business can be difficult. People don’t like change, even if the shift promises them success. People don’t like change, even if the shift promises them success. Enter Customer Success. The Story Begins.

Customer Success 95

Customer Success e-support Advertising Survey 95

One Millimeter Mindset

FEBRUARY 21, 2019

Regardless of whether you are an inside or outside sales professional, the care and feeding of potential and current clients is critical. Your organization’s and your clients’ A customer acquisition and retention ecosystem exists. Well, the sales rep was OK. After all, how many sales reps tur n over each year?

Customer Retention 65

Customer Retention Sales Communication Groups 65

SmartKarrot

MARCH 3, 2022

Role: Director, Customer Success Location: Remote, Chicago, IL, US Organization: Limeade As a Director of Customer Success, you will lead and manage a team of remote SAEs focused on enterprise customers while maintaining high levels of employee engagement, customer satisfaction, revenue retention, and growth.

Customer Success 19

Customer Success Case Study Customer Satisfaction Employee Engagement 19

SmartKarrot

OCTOBER 13, 2022

Role: Director, Customer Success Location: Atlanta, GA, US (Hybrid) Organization: Bakkt As a Director of Customer Success, you will collaborate with Product, Marketing, and Legal and Compliance to develop materials and resources to set new customers up for success and drive adoption and engagement in product.

Customer Success 19

Customer Success Roadmap Customers Feedback 19

ChurnZero

OCTOBER 20, 2020

This is a guest blog post by Sunil Joseph, VP of Customer Success at Avanoo. There has been a seismic shift in terms of how organizations are making the transition to structuring their customer teams to focus on Customer Success and Customer Service separately.

Customer Success 52

Customer Success Customer Journeys Consulting Customers 52

SmartKarrot

OCTOBER 7, 2021

Role: VP of Customer Success Location: Miami, FL, US Organization: AutoLeadStar As a VP of Customer Success, you will provide the front-line relationship for a select group of customers on an ongoing basis, and liaise with external and internal stakeholders as needed.

Customer Success 19

Customer Success Knowledge Base User Experience ROI 19

SmartKarrot

SEPTEMBER 6, 2021

Director of Customer Success Location: Lafayette, Louisiana Metropolitan Area, US Organization: SchoolMint As a Sr. Director of Customer Success, you will manage, grow, professionally develop, and mentor an existing Customer Success team. Marketing, Sales, Product/Engineering, etc).

Customer Success 19

Customer Success e-support Roadmap Customer Satisfaction 19

One Millimeter Mindset

OCTOBER 27, 2020

Engage me to present one of my One Millimeter Mindset Storytelling speaking programs, workshops or mastermind groups. . My One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines.

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Course Communication Groups Engagement 117

SmartKarrot

JUNE 11, 2021

Whether you are someone venturing into customer success, or looking to enhance your career in customer success, or looking to upgrade the knowledge and skills you already have- you can do that with a customer success certification. Best Customer Success Certifications 2021.

Customer Success 22

Customer Success Course Training Customers 22

SmartKarrot

SEPTEMBER 16, 2021

Role: Vice President of Customer Success Location: Washington, DC, US Organization: Full Measure Education Inc. As a Vice President of Customer Success, you will develop and oversee the implementation of the product offerings, including onboarding and training for all new and existing customers.

Customer Success 19

Customer Success Knowledge Base Training Feedback 19

CSM Magazine

JULY 11, 2023

Being a product manager is an exciting and challenging role that requires a unique blend of technical expertise, strategic thinking, and excellent communication skills. Product managers play a vital role in driving the success of a product, from conceptualization to launch and beyond.

Management 40

Management Roadmap Trends Communication 40

SmartKarrot

MARCH 30, 2022

Role: Director, Customer Success Location: Remote, United States Organization: Domo, Inc. As a Director of Customer Success, you will be forecasting retention numbers and remaining consistent in that effort. Lead the strategic customer success team and provide guidance, mentorship and build culture.

Customer Success 19

Customer Success Roadmap Case Study Customers 19

One Millimeter Mindset

SEPTEMBER 27, 2018

However, as we hone our professional expertise, targeting perfection, often it is our communicated imperfection, in dialogue, which creates the greatest connection. Here are 8 zinger blog posts to catalyze your professional innovation, workforce engagement and customer success during Q4. Contact me. Subscribe to my blog.

Customer Retention 70

Customer Retention B2C B2B Innovation 70

One Millimeter Mindset

MARCH 18, 2019

Let alone experiences leading to customer success and customer retention? I survey the STEM professionals and left brain thinkers I speak to and conduct workshops for. Yet, the same two-thirds of these workshop attendees tell me that the people sitting around the table do not know who they are and what they do.

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Customer Retention Communication Culture Meeting 72

One Millimeter Mindset

OCTOBER 15, 2018

Then, we imagine how the initial and subsequent experiences with these customers eventually contribute to customer success. However, our next steps regarding customers with potentially overstated stories become critical to the outcomes we produce. Before moving another step forward with these customers, take a step back.

Roadmap 142

Roadmap Customer Success Leadership Customers 142

SmartKarrot

DECEMBER 9, 2021

Role: Customer Success Director Location: Remote, United States Organization: Vonage As a Customer Success Director, you will maintain a portfolio of accounts with low churn, high adoption, and high health scores. Collaborate cross-functionally to extend the reach and capability of the Customer Success team.

Customer Success 19

Customer Success Government Customer Satisfaction Customers 19

SmartKarrot

SEPTEMBER 17, 2020

When we talk about what part of the company is technically the inner voice of the customers, the answer usually turns out to be customer success management. In fact, the best companies recognize the use of good communication and how that can add value to the sales process.

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Sales Customer Success How To Customers 10

SurveySparrow

JUNE 30, 2023

They are empathetic listeners, adept problem solvers, and exceptional communicators. Armed with a deep understanding of customer behavior and market trends, they bridge the gap between the company and its target audience. This includes proactive communication, anticipating customer needs, and delivering tailored solutions.

Customer Experience 52

Customer Experience Customer Journeys Self Service Customer Centricity 52

ClearAction

JANUARY 8, 2024

Anything you do that bothers customers costs you! Longer sales cycles due to distrust. Higher costs to serve: customer service, returned materials, remedies, etc. More expense to retain customers: loyalty incentives, customer success, etc. Extra marketing required to overcome negative word of mouth.

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

One Millimeter Mindset

SEPTEMBER 17, 2018

If we continue to keep our heads buried in the sand, assuming “someone else” is taking care of our customers because we are too busy, then we are not creating remarkable and enduring client experiences. The types of experiences which fuel customer success and customer retention. is available on Amazon.com.

Customer Experience 202

Customer Experience Customer Service B2C Customer Retention 202

ClearAction

DECEMBER 5, 2023

Otherwise, gaps between these will cost you a lot (negative word of mouth (customer effort score, CSAT), churn, costs to serve, internal productivity, etc.). As changes happen, communicate proactively to manage expectations. This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook.

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Metrics Effort Score ROI Policies 62

One Millimeter Mindset

JULY 4, 2019

Storytelling Outcomes influence Post Sale Customer Expectations. Are You Creating an Impactful Customer Retention Team? The Customer Experience Glass remains at Half Capacity. Her playbook of communication hacks, Do YOU Mean Business? Planning your next team, corporate or association meeting?

Customer Retention 59

Customer Retention Strategy Customers Technology 59

Gainsight

MARCH 8, 2023

As he explains it, the key to winning in business is simply to be human, communicate openly, and treat those around you with compassion and respect. As human-first leaders, we need to lean into our role as communicators, especially in the current climate where there’s so much uncertainty and confusion. Keep talking.

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Leadership Financial Conference Communication 52

One Millimeter Mindset

JULY 31, 2019

Do you know the story of what happens to clients, after that new contract lands in-house, for post-sale execution? If you plan to renew that contract at a later date, perhaps it makes sense to become invested in that post-sale story. Or, that your organization’s pre-sale stories end up sounding too perfect to be realistic.

Customer Retention 75

Customer Retention Sales Customers Software 75

Education Services Group

JULY 5, 2022

I was lucky enough to attend The Customer Conference Europe 2022 in London, and after taking in what was a very full two days of information, thoughts, opinions, and interaction, I’ve untangled all that I experienced and observed to come away with five key points that really resonated: 1. Customer Success is not one-size-fits-all.

Conference 52

Conference Customer Success Culture Customer Centricity 52

One Millimeter Mindset

OCTOBER 10, 2018

When current customers are good and bored with us, they are ripe for defection. Even when customer experience scorecards look good and satisfaction ratings are high. Current customers find us professionally boring when we communicate three key behaviors. What is the customer success strategy in perpetuating that tactic?

B2C 69

B2C Customer Retention Customer Success B2B 69

One Millimeter Mindset

JUNE 3, 2019

If you are trying to get people to “Yes” and they keep telling you “No” or remain ambivalent about your communications, both written, verbal and visual, professional speak is hampering you. Take the next steps towards purpose-driven professional success: yours and theirs. . Contact me here. Subscribe to my blog.

Communication 70

Communication Employee Experience Customer Success Meeting 70

One Millimeter Mindset

SEPTEMBER 4, 2019

These compelling stories reside in the day-in, day-out values, actions and behaviors of employees, stakeholders and partners serving clients, post-sale. First, these employees responsible for ongoing customer success remain nameless and faceless. Her playbook of communication hacks, Do YOU Mean Business?

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Meeting Sales Engagement Customer Success 61

One Millimeter Mindset

SEPTEMBER 13, 2018

Next, each of these critical components are required to communicate and collaborate with each other. Because collaboration and communication are perceived as “nice to have” soft skills. Mandatory assignment to a team is not the equivalent of communication and collaboration. Seamlessly. Interoperably. And let’s face it.

Leadership 71

Leadership Communication Industry Knowledge Base 71

One Millimeter Mindset

OCTOBER 1, 2018

Because good, solid professional habits are the core foundation of our professional success. Solid professional habits, once honed and fine-tuned, create the customer experiences critical to customer success and customer retention. Hire me to speak or conduct a workshop at your next corporate or association event.

Innovation 70

Innovation Customer Retention Leadership Sales 70

SmartKarrot

JULY 2, 2021

Role: Director, Customer Success Location: San Diego, CA, US Organization: Lytx, Inc. As a Director of Customer Success, you will develop and lead a functional strategic plan to support top-level objectives. Conduct group refresher workshops and webinars.

Customer Success 10

Customer Success Roadmap Customers Meeting 10

SmartKarrot

MARCH 15, 2021

Role: Director of Customer Success Location: Lancaster, PA, US Organization: Benefix As a Director of Customer Success, you will build and manage all facets of the new customer onboarding and implementation schedule. Assist sales in contract terms and expectations. Perform monthly business reviews.

Customer Success 10

Customer Success Travel ROI Software 10