Gainsight

JULY 5, 2022

The return on investment (ROI) of CS is clearly seen and justifies bringing in CS operations to make it more seamless, prescriptive, and proactive. Excellent communication and listening skills. These tasks are impossible without communication skills that can traverse subject matter, message, and audience.

Roadmap 59

Roadmap Return on Investment Customer Journeys Customer Success 59

Gainsight

JANUARY 17, 2020

Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole. How do you prioritize what feedback gets incorporated into the product roadmap? From a bigger, strategic roadmap perspective, we get that from our executive business reviews or our insider program.

Feedback 117

Feedback Roadmap ROI Case Study 117

Thematic

APRIL 3, 2024

Data-Driven Decision Making: Voice of the Customer insights replace guesswork, empowering you to make informed choices about marketing campaigns, pricing strategies, and operational changes that deliver measurable ROI. Communication: Be transparent with customers, both individually and broadly. for targeted messaging and offers.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

CustomerSuccessBox

JANUARY 4, 2022

It’s about creating more of a roadmap for the next 90 days. Concise and clear communication serves the purpose here. Measuring performance is only possible when you have measurable goals. Show the Progress made so far using data (emphasize ROI). Set the relevant metrics and KPIs that need to be measured regularly.

Roadmap 52

Roadmap Meeting ROI Measurement 52

Gainsight

SEPTEMBER 8, 2021

Thankfully, the ROI calculation for CS Ops is simple: If you were to improve your retention by 5%, your expansion by 5%, or your account coverage ratios by 5%, how much would you earn or save? It’s also common for CS to get prioritized behind teams that have more time-testing and common-knowledge ROI than CS does. What will CS Ops do?

Marketing 105

Marketing ROI Leadership Analysis 105

CSM Magazine

NOVEMBER 18, 2022

For organization leaders, buy-in involves a commitment to supporting the program and sustaining it until it is developed, recognizing that these programs build over time, and that you must commit to act in order to turn VoC insights into ROI. Buy-in upfront can help make sure all of these elements are connected and engaged in the process.

ROI 52

ROI Touchpoint Voice of Customer Consumers 52

SurveySensum

JULY 11, 2023

Tailor communication and messaging based on individual customer preferences. Must have Effective Communication! The agent listened to your complaint actively and answered you by communicating with the delivery person about the status of your product delivery. Streamline communication channels and integrate them effectively.

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

Gainsight

MAY 13, 2020

Using Gainsight, they are able to map use cases and urgency into a roadmap which is translated into a Customer Success Plan that both the CSM and the customer have alignment around. Gainsight is the tool that lets you bridge that gap” Everyone knows that retention is a measure of product-market fit BUT retention is a lagging indicator.

Roadmap 59

Roadmap ROI NPS Customer Success 59

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. Deliver high value outcomes that create hard ROI and real impact on your customers’ business.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

SurveyGizmo

DECEMBER 21, 2022

Communicating with both through the same message does neither group any good. When you monitor sentiment, you try to measure the tone, context, and feeling from customer actions. Customer sentiment analysis gives you insight for your mobile marketing and product strategy, helping your dollars stretch further and your ROI increase.

Customer Engagement 52

Customer Engagement Feedback Engagement How To 52

Totango

JANUARY 7, 2020

All the information collected by sales needs to be communicated to the customer success team, including the customer’s business goals, motivations, and expectations regarding time to value. Proactive communication with customers is vital at every stage of their journey. Review After Onboarding.

How To 72

How To Roadmap Meeting Customers 72

Amity

OCTOBER 3, 2016

Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. They demand to see measurable business results and clear ROI from their investment in technology. With all this knowledge and understanding they just need a means of communicating it.

ROI 76

ROI System Roadmap Measurement 76

SurveySensum

NOVEMBER 24, 2021

How to communicate with your customers in B2B and B2C? Measure the Impact of your Actions. And work on creating a roadmap that is multifaceted and has both long-term and short-term strategies. The next most important but often ignored step is COMMUNICATION. . How to communicate with your customers in B2B and B2C?

NPS 52

NPS Net Promoter Score B2C Effort Score 52

Gainsight

JUNE 11, 2021

Get started by analyzing, planning, creating, measuring, and optimizing what your idea of success looks like. And value should be measured at each stage of the engagement/adoption funnel. Define your baseline and transform outcomes into measurable objectives while defining the process for gathering inputs.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

SmartKarrot

AUGUST 12, 2021

Actively coaches and develops the team through effective communication, mentorship, and leadership; acts as a point of escalation. Proactively communicates product enhancements and provides visibility into product roadmap to client base. Measures and develops a plan to increase net promoter score (NPS).

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

Gainsight

AUGUST 31, 2020

This allows facilities managers to drive significant brand equity and ROI for their organizations without outsourcing or investing in new infrastructure. ” This is actually a different measurement and answer than what they were seeking. We also have health score measures that are automated as well as manual,” she added.

NPS 52

NPS Effort Score Survey Roadmap 52

CX Journey

NOVEMBER 6, 2014

Survey methodologists, statisticians, sample designers, marketing communications experts or project managers? Who on your team has time to roadmap and communicate your customer experience vision and execute the comprehensive VoC strategy to inform that plan? Does your team have an evangelist? A data analyst? Terrain Knowledge Q.

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

InMoment XI

FEBRUARY 1, 2024

Types of Data Structured: The Backbone of Predictability Structured data is the cornerstone of conventional data analysis, representing the world of quantifiable and measurable information. While structured data can be seen as the mathematics of human behavior, unstructured data is pure, unadulterated human communication.

Analysis 260

Analysis Analytics Social Media Loyalty 260

SmartKarrot

JUNE 30, 2022

Serve as the customer’s advocate within meQuilibrium; communicating the customer’s needs with respect to operations, data & analytics, technology, marketing and communications; and coordinating execution within meQuilibrium. Represent the voice of the customer to inform the sales process and product roadmap.

Customer Success 19

Customer Success Case Study Roadmap Metrics 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). Apply here: [link].

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

SurveySparrow

JANUARY 14, 2020

Knowing the number will help you measure your retention correctly, track your progress, and you will have something to benchmark your future goals. It is an important metric for your business as it measures your success in driving new customers as well as how satisfied you keep your existing customers. Customer Retention Formula.

Customer Retention 52

Customer Retention Gamification Feedback Loyalty Programs 52

ClientSuccess

OCTOBER 10, 2017

While it can be tempting to just track overarching metrics that measure high-level numbers and sentiment levels, it’s actually critical to look at individual metrics at every stage of the customer lifecycle. This is where ROI and monetary impact need to be clearly communicated from both sides (the client and the CSM).

Metrics 40

Metrics How To Effort Score Customer Success 40

SmartKarrot

DECEMBER 3, 2021

Continue to drive a company-wide culture of CS, working with Sales, Finance, Product (to influence roadmap), and Marketing to maximize resources available to the team. Communicating measurable value and proactively identify development needs at our customers.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

NetBase

OCTOBER 29, 2018

Fully Understand Social Conversations and Drive Your Business with Demonstrable ROI. Dhara Naik , Social Media Strategy Lead, AbelsonTaylor shared 8 simple rules for showing ROI through social listening and driving business results. The NetBase Roadmap – Skating to Where the Puck Is. And secrets revealed on Day 1….

Brands 60

Brands Social Media Analytics Conference 60

ClientSuccess

APRIL 20, 2017

His career has been mostly about growing and driving adoption and measuring ROI of his customers. What is the ROI on this department?”. All of these different communications coming from various points of the organization ultimately confuses—and sometimes even angers—the end customers.”. The First CSM at Marketo.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

Amity

MAY 6, 2014

Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. They demand to see measurable business results and clear ROI from their investment in technology. With all this knowledge and understanding they just need a means of communicating it.

ROI 48

ROI System Customer Success Roadmap 48

SmartKarrot

JUNE 22, 2022

Role: VP, Customer Success Location: Pleasant Grove, UT, US (Hybrid) Organization: Whistic As a VP of Customer Success, you will develop and execute a strategic roadmap for the customer success organization. Measure and improve customer success KPIs. Main KPIs are customer satisfaction, renewal and expansion of existing xiQ clients.

Customer Success 19

Customer Success Self Service Roadmap Customer Journeys 19

InMoment XI

APRIL 3, 2024

But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience. And as digital communications channels continue to supplant traditional ones, even the most basic of interactions will soon depend at least partially on digital technologies.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

SmartKarrot

OCTOBER 13, 2023

Given that acquiring a new customer can cost up to five times more than retaining an existing one, it becomes clear that the ROI of a well-crafted onboarding process is substantial. Since all your users will not have same onboarding goals- understand what each stakeholder expects as ROI from the product.

ROI 10

ROI Analysis Training Feedback 10

SurveySparrow

SEPTEMBER 8, 2021

Their focus is on giving the right recognition to strengthen workplace culture, eventually driving better ROI. The platform encourages peer-to-peer recognition to drive better communication. Intuitive dashboard to help managers measure, support, and elevate the team’s performance in minimum time. .

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

SmartKarrot

DECEMBER 21, 2020

Role: VP of Customer Success Location: Pleasant Grove, UT, US Organization: IsoTalent As a VP of Customer Success, you will develop and execute a strategic roadmap for the customer success organization. Create a process for measuring customer experience and satisfaction such as tracking NPS and involvement with the Customer Advisory Board.

Customer Success 10

Customer Success Roadmap NPS Leadership 10

SurveySparrow

MARCH 26, 2021

A GTM strategy provides a roadmap for businesses to understand the relevancy and impact of their marketing and sales strategy. Right from how you communicate to them to knowing the kind of offer that they would like, you will get to know all of them by understanding the buyer personas. . #2 2 Why are you launching this product?

Strategy 52

Strategy Marketing Advertising Airlines 52

SurveySparrow

JUNE 6, 2020

No matter where you invest your money, you always want a great ROI for it. The best thing about investing in humans is that your ROI could be in millions. Effectively communicate. Give them goals, plans, and a roadmap for their entire career. Every business owner wants their employees to give their 100% at all times.

Training 52

Training ROI Resources Meeting 52

SmartKarrot

AUGUST 4, 2021

Set and follow the goals of the team to successfully and consistently deliver ROI and value for the customers. Develop a trusted advisor relationship with key customer stakeholders to fully understand the customers’ business strategies and measurements for success. Increase the ROI customers get from Veeva CRM.

Customer Success 10

Customer Success CRM ROI Roadmap 10

SmartKarrot

OCTOBER 20, 2020

Role: VP, Customer Success Location: San Diego, CA, US Organization: HashiCorp As a VP of Customer Success, you will be accountable for the success of the HashiCorp customer journey as measured by both the gross and net revenue retention for each customer segment.

Customer Success 10

Customer Success Roadmap ROI Customers 10

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. Work with customers to quantify business value and ROI, solidifying the value of the platform to the organization. Driving the customer’s business transformation and operational excellence.

Customer Success 10

Customer Success Roadmap ROI Customers 10

SmartKarrot

MARCH 24, 2021

Establish and measure Key Performance Indicators. Marketing: Oversee all external marketing communications, partner relations, creative content ideation, and content marketing execution. Partner with our product and development teams and influence the roadmap by translating client asks, needs, and wants.

Customer Success 10

Customer Success Social Media Roadmap Consulting 10