Amity

JULY 10, 2017

Customer Success Managers often focus the QBR conversation around various metrics and information related to the client. They talk about what they did, what usage and support cases trends they see or what the product roadmap is - instead of having an exchange or interaction, otherwise known as a conversation. Paul Philp , Amity.

Metrics 63

Metrics Self Service Roadmap ROI 63

ChurnZero

AUGUST 30, 2019

Our very own CEO, You Mon Tsang, had a part of the action and was one of the conference mentors and organized a Super Braindate on – Customer Success for the C-Suite: Why Churn Matters. Deliver high value outcomes that create hard ROI and real impact on your customers’ business. Customer Success Around the Web.

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the Client Success team makes everyone feel more like they are at an awesome retreat than at a boring conference). Long story short… little did I know how intriguing this experience was going to be.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes everyone feel more like they are at an awesome retreat than at a boring conference). Long story short… little did I know how intriguing this experience was going to be.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

SmartKarrot

OCTOBER 10, 2022

Create account engagement plans for all customers, Own and drive operational communications, including Customer ROI from the platform throughout the customer journey. Develop, track and refine the metrics best suited for understanding how your function performs. Support your team to build strong customer relationships.

Customer Success 19

Customer Success Roadmap Healthcare Conference 19

ChurnZero

DECEMBER 20, 2019

Being able to have difficult conversations with customers, being able to lead customers proactively, and being able to have metrics-driven conversations is what the new Customer Success Manager (CSM) is expected to achieve. High-value outcomes with real ROIs will reign supreme. . James Scott , VP of Customer Success, ShootProof

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Gainsight

JUNE 11, 2021

Turning Customer Interviews Into Tangible Features featuring Mike Belsito, Co-Founder of Product Collective and Organizer of INDUSTRY: The Product Conference at Product Collective. Make paid tiers desirable by providing intended outcomes, more visibility, and ROI. But it’s really important to go deep with these interviews.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

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. Meet productivity metrics and quality standards in client engagement.

Customer Success 10

Customer Success Roadmap ROI Customers 10

CustomerSuccessBox

JUNE 8, 2022

She has been consistently voted top Customer Success strategist since 2013 and is frequently featured as a speaker at conferences and Customer Success publications. So those are the metrics that I would look into when I’m looking at churn. The right metrics, the right processes, and also asking questions is crucial.

Management 52

Management How To Effort Score Customer Success 52

Thematic

MAY 22, 2019

Earlier this month I attended the CXPA conference in Salt Lake City. The conference brings together CX experts from a variety of industries to talk about pressing issues affecting teams and practitioners. I hope the learnings I took away from the conference will help you when it comes to building your own CX team.

Exercises 97

Exercises ROI Conference Video 97

NetBase

OCTOBER 7, 2019

Methods for benchmarking and meaningfully communicating the ROI of online activities. FleishmanHillard sharing four concrete ways to ditch vanity metrics in favor of more reliable, informative, and impactful measurements that will help drive strategic value to your organization. A Roadmap to Meaningful Content.

Analytics 8

Analytics ROI Brands Social Media 8

Alida

NOVEMBER 8, 2017

Having a clear goal and defining success metrics allows each department to identify how they can contribute. What’s on your roadmap for customer initiatives at Vision Critical? Which books or other resources (podcasts, conferences etc.) It’s imperative to have a clearly articulated goal across the organization. Absolutely.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

SurveySensum

JULY 14, 2020

She has been featured as a speaker at conferences and Customer Success publications and has been consistently voted top Customer Success Influencer for the past 7 years. Debbie Akwara – CX-Preneur, CX Author, CX Conference Speaker. She also frequently shares her ideas in conferences, blog posts, and podcasts.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132