Centercode

DECEMBER 22, 2020

This year has forced us to grow and change many, many aspects of our lives, from how we work (#remote), to how we communicate with our team (“Can you guys see my screen?”), This combination ebook-and-worksheet is a roadmap for keeping testers engaged, because targeted feedback is critical to product success.

eBook 75

eBook Case Study ROI Roadmap 75

Gainsight

AUGUST 6, 2021

Your CS teams should be your ears to the ground to communicate what your existing customers need and how the product is resonating with them. Ensuring visibility into your product roadmap and building a communication channel will keep your CS teams informed on what’s coming and what they should expect. Step 3: Launching.

Customer Success 52

Customer Success Roadmap How To Feedback 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

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

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

Avaya

APRIL 10, 2019

She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. Companies that use any form of AI have seen incredible success metrics, including the following: 95% increase in new customers. 45% improvement in customer ratings.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

ChurnZero

APRIL 8, 2020

Consider building an onboarding journey in your Customer Success platform as well as incorporating an onboarding flow into a community-driven knowledge base. . ? Speak to your customers—regularly. An online community allows you to: Stimulate multi-way communication between, and amongst, your company and your users.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

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. You should continue to track customer usage metrics after a customer leaves onboarding and enters the adoption phase. Review After Onboarding.

How To 72

How To Roadmap Meeting Customers 72

Amity

MARCH 20, 2016

At that moment - only about 20 minutes after talking with me - Jeffrey became my strategic partner, communicated exactly what I needed to know to achieve my objective, and he had the deal before I even saw a quote! He genuinely listened, communicated exactly what I needed to know, and was a strategic partner in making me successful.

Roadmap 48

Roadmap Measurement Customer Retention Communication 48

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.”. Service today might involve a customer standing in front of a piece of equipment, communicating with the service organization. That is where there is a shortfall.”.

Innovation 50

Innovation Chief Customer Officer Return on Investment Roadmap 50

Amity

DECEMBER 7, 2016

Nothing speaks louder than metrics. In this post, Irit Eizips dives into concrete QBR tips from value-based content to communication strategies. • [Webinar Recording] How to Deliver Value and Avoid Frustration in Your Quarterly Business Reviews. How to Analyze Customer Feedback and Make it Actionable.

How To 48

How To Roadmap Tips Feedback 48

ChurnZero

JULY 12, 2019

Do you need to improve team communication? 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.

Customer Success 75

Customer Success Customer Experience How To Roadmap 75

Oracle

JANUARY 15, 2021

Travis Pelleymounter , Vice President of Tickets Sales & Service and Christina Kori , Digital Marketing Manager for the Tampa Bay Lightning, joined me for an Oracle Customer Spotlight Series webinar in advance of the first game of the new NHL season.

Sales 52

Sales Marketing Sports Roadmap 52

inmoment

JUNE 1, 2020

Marketing strategies in most organisations have quickly pivoted to adapt with advertisements and corporate communications declaring “we are here to help!” Companies that are surviving and thriving are those that are exhibiting emotional intelligence and communicating with care, honesty, and empathy. Empathy is Now a CX Commodity .

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

SmartKarrot

OCTOBER 19, 2022

Partnering with the Sales and Product teams to define product goals and Tread’s roadmap. Work with the sales team to develop in-depth analytical account plans providing input on communication strategy and usage statistics. Educate the clients’ workforce and hold webinars to ensure everyone knows how to use the Workplace application.

Customer Success 19

Customer Success Roadmap Banking Training 19

SmartKarrot

JULY 28, 2022

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. Provide ‘ridiculous customer service,’ we care about the customers and their experience, and the CSMs become trusted advisors in their communication needs.

Customer Success 19

Customer Success User Experience Roadmap Video 19

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

CustomerSuccessBox

NOVEMBER 1, 2018

In the webinar “ Playbook: Delivering Customer Success to Fortune 500 ”, Tj speaks about his experiences, mistakes, and wins while setting up customer success at XebiaLabs and dealing with Fortune 500 customers. Maintenance: Account touchpoints, roadmap calls, etc. Sign up and watch the on-demand webinar here. Disparity?—?Teams

Customer Success 40

Customer Success Training Customers Software 40

Wootric CX Blog

DECEMBER 9, 2020

During the webinar, he laid out planning elements you need to consider when building your CX program. Communicate, communicate, communicate. Communication is KEY! Remember that communication is 2-way! This committee discusses CX metrics, top comments, feedback, and trends. Structure for success.

Banking 52

Banking How To Effort Score Culture 52

SurveySensum

FEBRUARY 14, 2024

This can include customer support, tutorials, webinars, and documentation. They help identify employee challenges, resolve them, and effectively communicate those resolutions, ultimately enhancing the employee experience. Dialogue Platform : Beyond data collection, it fosters open communication.

Tools 52

Tools Feedback Analysis Survey 52

SmartKarrot

JANUARY 7, 2022

Create a company-wide culture of Customer Success through cross-departmental collaboration (marketing programs, product roadmaps, financial forecasting). Collaborate with team members to develop key metrics, including engagement, member feedback, and cost savings, to help predict and improve customer retention and expansion.

Customer Success 19

Customer Success Roadmap Consulting Customer Satisfaction 19

Amity

OCTOBER 12, 2017

Creating a standardized onboarding process for new team members that is metrics driven. It will include how you coordinate the various transitions within the Customer Success team but also outlines how CS interlocks with the other functions such as Sales on complex upsells or Marketing on customer communications. Compensation.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

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

Amity

OCTOBER 12, 2017

Creating a standardized onboarding process for new team members that is metrics driven. It will include how you coordinate the various transitions within the Customer Success team but also outlines how CS interlocks with the other functions such as Sales on complex upsells or Marketing on customer communications. Compensation.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

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

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

SmartKarrot

JULY 2, 2021

Proactively communicate through a regular cadence of department meetings, 1:1 meetings, and cross-functional project meetings. Track trends in client satisfaction metrics to drive and maintain high levels of satisfaction and user adoption of products and services, deliver programs to retain clients and mitigate churn.

Customer Success 10

Customer Success Roadmap Customers Meeting 10

SmartKarrot

JUNE 15, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Parsable As a Vice President of Customer Success, you will drive Customer Success strategy and roadmap to ensure measurable success, retention, and expansion across various industry segments. Represent InVision in communities, at trade shows, and webinars.

Customer Success 10

Customer Success Case Study Financial Roadmap 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

SmartKarrot

JUNE 25, 2021

Demonstrated communication and facilitation skills, proven track record of building relationships with senior stakeholders, and ability to handle multiple priorities. Maximize customer retention metrics. Be the voice of the customer internally to shape the direction of HG Insights product roadmap.

Customer Success 10

Customer Success Roadmap Leadership Customers 10

SmartKarrot

MAY 24, 2021

Engaging with the Product Team to understand roadmap and implications for clients and advocate for the clients’ feature needs. Communicate with key stakeholders within client organizations to effectively assess and gain an understanding of their needs and internal processes.

Customer Success 10

Customer Success Roadmap Customers Sales 10

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

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-. Communicate in a relevant manner. This communication needs to be relevant to customers and be of value in the situation. Time to Value.

Social Media 10

Social Media Roadmap Customer Success Metrics 10

Kayako

MARCH 9, 2017

“Product testing helps me to understand the process of the Engineering team in deciding the roadmap. Helping to roadmap the releases means Support can identify and handle minor bugs, and also to communicate the correct issues to customers or engineers.”. Train customers through webinars. Take on support projects.

Self Service 178

Self Service Customer Service Roadmap Customers 178

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

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 Product Adoption roadmap. Key Operational Metrics: Are you on track with your plan? Customer Growth & Expansion.

Customer Success 48

Customer Success Metrics e-support Leadership 48

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 Product Adoption roadmap. Key Operational Metrics: Are you on track with your plan? Customer Growth & Expansion.

Customer Success 48

Customer Success Metrics e-support Leadership 48