COPC

JANUARY 9, 2024

With a global footprint, we sometimes face communication gaps and inefficiencies. Partnering with COPC helped us assess and refine our communications, operations and performance. We ensured alignment by creating an employee brand book that encompassed communication guidelines, employee objectives and project roadmaps.

Customer Experience 74

Customer Experience Net Promoter Score Guidelines Customer Care 74

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. What’s the best way for them to communicate with us? Changing Expectations.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

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

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

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. Emphasize the importance of communication and building trust between employees and managers.

Customer Retention 90

Customer Retention Strategy Net Promoter Score Employee Engagement 90

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. Measure business impact.”. Scott Draeger.

Customer Journeys 52

Customer Journeys Social Media Roadmap Software 52

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

TechSee

AUGUST 31, 2022

Below are a few common examples: A customer interacting with a chatbot may have trouble communicating technical information. A customer on a laptop may not want to leave the session to sign paperwork in their email inbox, or be technically savvy enough to run a speed test or resolve their technical issues based on video communications alone.

Engagement 109

Engagement Self Service Video Culture 109

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

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

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. Strong communicator.

Chief Customer Officer 52

Chief Customer Officer Leadership Report Customer Success 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

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

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. Understand how Khoros is progressing across our platform, including: Marketing, Care, Community, and AI. to present to their leadership team. Hello Atlas members! Available On-demand.

Multi-Channel 52

Multi-Channel Social Media Roadmap Metrics 52

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

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

Customer Alignment

MARCH 2, 2018

Although she came from a customer facing sales environment, she sought guidance on how she might hit the ground running if she decided to take up this new role. Day 61-90: EXECUTE a roadmap which breaks down how and when you will get to the blueprint Establish and agree the high-level work streams with the wider working team.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

ChurnZero

MARCH 31, 2020

Jeremy Jeffers from Untapped, an app that allows users to socially share and explore the world of beer with others, shared that as a global company, their internal communications surrounding affected areas was crucial. How do you balance customer communications during a crisis?

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

Amity

JANUARY 9, 2019

Unfortunately, CS often operates in a silo from the rest of the business which can be caused by cross-departmental communication not happening early enough and often enough. It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture.

Customer Success 81

Customer Success Customer Journeys Leadership Metrics 81

West Monroe

DECEMBER 20, 2022

This article was originally featured in the December 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. People and leadership: Being digital is not just about technology. All Rights Reserved. Nearly a quarter of U.S.

Metrics 52

Metrics Roadmap Leadership Analytics 52

West Monroe

DECEMBER 20, 2022

This article was originally featured in the December 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. Roadmap and an execution plan to meet your objectives. People and leadership: Being digital is not just about technology.

Metrics 52

Metrics Roadmap Leadership Analytics 52

Qualtrics

SEPTEMBER 11, 2019

In April, I was promoted into a leadership position. In the past year, I also helped to build and run the Ember Summit for our Women Leadership Development (WLD) group. For instance, there are really specific roadmaps in sales. How have you become involved in community here at Qualtrics? Why is it still Qualtrics?

Sales 20

Sales Management Leadership Roadmap 20

PeopleMetrics

FEBRUARY 26, 2018

the folks they've endeared themselves to since the start of the sales pursuit. "We Having NPS feedback influence your roadmap and communicating with your clients how you inject end-user feedback into your product investment themes will be met with great enthusiasm. We love these guys!". How to get started? Be courageous!

NPS 96

NPS Net Promoter Score Company Feedback 96

Lumoa

JANUARY 23, 2018

They expect actions and communication. Even if the feedback is read, it is not necessarily aggregated into leadership level in a way that would enable management decisions. When your customer sends you their feedback, they expect it to be read. They expect to be treated individually and respectfully. And we mean it.

Analytics 304

Analytics NPS Financial Analysis 304

SurveySensum

FEBRUARY 22, 2024

Employee experience strategies function as a detailed roadmap that organizations employ to enhance the overall perception and satisfaction of their workforce. HubSpot, a provider of inbound marketing and sales software, is known for its HubSpot Academy. They place a strong emphasis on employees’ continuous learning and development.

Employee Experience 52

Employee Experience Strategy Net Promoter Score Policies 52

inmoment

JUNE 1, 2020

Since the pandemic transcended into Australia/New Zealand in early 2020, InMoment’s APAC Sales Director Simon Benns has seen an interesting shift toward an empathy economy. Marketing strategies in most organisations have quickly pivoted to adapt with advertisements and corporate communications declaring “we are here to help!”

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

SmartKarrot

MAY 4, 2023

Establish a solid rapport with the CIO and C-Suite and work together with the leadership to shape the roadmaps for innovation and transformation. To fulfil the needs of the client and Birlasoft, create efficient processes that provide leadership and structure in confusing situations. Development of communication strategies.

Customer Success 19

Customer Success Roadmap Leadership NPS 19

SmartKarrot

DECEMBER 13, 2022

Role: Customer Success Associate Location: Chicago, IL, United States (On-site) Organization: Wolters Kluwer As a Customer Success Associate, you will deliver prompt and professional service to the customers (Small Businesses, Law Firms, or Corporations) through verbal and written communications. Apply here: [link].

Customer Success 19

Customer Success Roadmap Leadership Government 19

SmartKarrot

MARCH 31, 2023

Weekly or as needed, provide the Vendor Sales team with live progress updates on the data, materials, and meeting choices. Assist the Vendor Sales team’s customer communications, participate in client strategy calls, and update the team. Create and keep up-to-date monthly reports on actual data and forecasting (e.g.,

Customer Success 19

Customer Success Leadership Hotels Roadmap 19

Centercode

FEBRUARY 18, 2021

And the idea of a home filled with technology that could wirelessly communicate not only with you but other pieces of technology was, for most, as out of reach as something on the Jetsons. Our phones talk to our lightbulbs; our speakers communicate with our thermostats. Internet access wasn’t available in the average household.

eBook 59

eBook Wireless Fashion Social Media 59

SmartKarrot

AUGUST 2, 2022

Role: Vice President of Customer Success Location: Richmond, VA, US (On-site) Organization: ProspectBlue As a Vice President of Customer Success, you will be a key member of the leadership team, reporting to the President. Create a company-wide Member feedback loop, identifying pain points, and member needs to inform the product roadmap.

Customer Success 19

Customer Success Leadership Roadmap Customers 19

SmartKarrot

SEPTEMBER 20, 2022

Partner with Sales leadership to manage appropriate resource allocation contributing to accelerated opportunity closure. Provide hands-on leadership, mentoring, and prescriptive guidance to a diverse Customer Success team. Support business readiness, and change & communications management activities.

Customer Success 19

Customer Success Roadmap Leadership Groups 19

SmartKarrot

AUGUST 12, 2021

Role: Director, Customer Success Location: Santa Barbara, CA, US Organization: Tapjoy As a Director of Customer Success, you will oversee the Customer Service function and will partner with the Sales, Operations, and Product teams to ensure the best possible customer experience. Hire, train and retain a high-performing customer success team.

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

SmartKarrot

NOVEMBER 7, 2022

Role: Head of Customer Success Operations Location: Remote, United States Organization : Quickbase As a Head of Customer Success Operations, you will collaborate with the VP, GTM Ops and Enablement as well as FP&A and executive leadership in the creation of the Annual Operating Plan (AOP). Identify case-study opportunities.

Customer Success 19

Customer Success Case Study Roadmap Leadership 19

SmartKarrot

APRIL 26, 2022

Role: Director Customer Success – Lending Location: Charlotte, NC, US (On-site) Organization: Ally As a Director of Customer Success, you will establish robust feedback loops and communication channels (e.g., streamline communications, define product enablement framework). feature requests, support tickets).

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19