Gainsight

SEPTEMBER 8, 2021

Organizations create dedicated roles to continuously improve CS functions to improve NRR or reduce costs by scaling up your customer base with the same CS headcount. That team of your in-house, expert thought partners is called Customer Success Operations. Any great consultant needs to know the right questions to ask, though.

Marketing 105

Marketing ROI Leadership Analysis 105

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. That means reducing churn and keeping net retention above 110%.

Company 40

Company Software Strategy Leadership 40

Gainsight

SEPTEMBER 28, 2022

The software world is chock-full of models, frameworks, schemas, configs, processes, workflows, journeys, blueprints and so many other business-planning growth strategies that make every business consultant’s mouth water. Have clarity and reasoning behind your roadmap. ” Pun intended.

How To 52

How To Roadmap NPS Fashion 52

Gainsight

AUGUST 26, 2022

Geoffrey Moore , author and consultant, explained that SaaS companies have matured beyond simply developing product features to developing product experiences. We now must deliver a cohesive experience along each step of the customer journey, including when they talk to the CS team and when they are engaging with the product itself.

Self Service 52

Self Service Customer Journeys Roadmap Customer Success 52

ChurnZero

FEBRUARY 26, 2021

“That’s been very effective and the best way we’ve gotten the customer voice into the roadmap for such a use case-based product,” says Amanda. Take the initiative to align on your product roadmap. That was years of friction between Product and Customer Success that was distilled into a few training sessions.

Customer Success 59

Customer Success Company Management Roadmap 59

Alida

NOVEMBER 8, 2017

We must invest in our customers by taking the time to understand their goals and jointly align on a plan to achieve those goals. We are truly nothing without our customers. Beyond professional services and customer success, you also have experience in product management, education, support and consulting.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Gainsight

FEBRUARY 2, 2024

That’s why HubSpot has invested a huge amount of time and effort into their customer training efforts. They’re creating great inbound marketers, with the understanding that it will make them more successful customers. Different customers need help at different times. However, one-on-one consulting has some downsides.

Training 52

Training Course Consulting Software 52

CSM Practice

JULY 24, 2019

Here are some solutions that you can use to foster a customer-centric mindset across all departments in your SaaS company: 1. Align Strategy with Customer Needs. Understand your existing customers through customer feedback obtained from surveys and interviews. Optimize Cross-Functional Processes.

Customer Centricity 45

Customer Centricity Roadmap Customer Satisfaction Customer Success 45

Circular Edge

DECEMBER 13, 2022

Let us show you how to leverage our direct staff pool of resources to realize better insights, organizational efficiency, increased profitability and improved relationships with your suppliers and customers – and ultimately take your business to the next level. Loyal customers drive profitability and sustainable growth.

Data 52

Data Competitive Advantage Multi-Channel Analytics 52

Gainsight

AUGUST 2, 2021

In Customer Success, operations leaders also play a pivotal role in driving efficiencies by combining technology and data. At the same time, strategy, process planning, and content creation are geared towards ensuring teams are adequately enabled to execute similarly to ensure a seamless customer experience.

Fashion 52

Fashion Leadership NPS Report 52

Helpt

NOVEMBER 7, 2023

In continuity with enhancing the product's reputation, the role of dependable technical support becomes a cornerstone in a comprehensive strategy to retain customers. Each successful support interaction is a stitch in the broader tapestry of customer experience, reducing the likelihood of users severing ties due to dissatisfaction.

Software 52

Software Customer Satisfaction Loyalty Feedback 52

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

West Monroe

DECEMBER 12, 2021

Our clients have been forced to get smarter leveraging the team members and resources they have to adequately serve their expanding customer bases. digital campaign strategies and online communities) has certainly been one of the more notable strategies to support scale, but other creative options are on the table as well.

Conference 40

Conference Technology Fashion Software 40

SmartKarrot

NOVEMBER 2, 2022

Role: SVP, Customer Success Location: Atlanta, GA, US (Hybrid) Organization: Cardlytics As an SVP of Customer Success, you will lead and scale an inclusive, world-class, multi-discipline services organization – driving vision, growth strategy, and execution.

Customer Success 19

Customer Success Self Service Multi-Channel Social Media 19

Currency Alliance

FEBRUARY 26, 2019

Having benchmarked and talked to hundreds of loyalty programs in the past few months, what we think program leaders ought to be doing during the next 3-6 months is preparing a plan to realign their loyalty program design with the broader business strategy and core value propositions. Define the strategy.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Gainsight

JUNE 11, 2021

Major Takeaways: Sales and Customer Success relationships can be filled with friction. But both teams should be working together to drive more revenue than attacking the customer base separately. Create alignment to generate more revenue for the organization, stronger partnerships, and provide a smoother customer experience.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

CSM Practice

FEBRUARY 24, 2020

As discussed in the blog on customer health metrics, product usage metric defines an “active” user with specific value-based actions and clearly segments your customer base into different usage categories. Low feature usage marks signal a dire need for customer education campaigns or poor product fit.

Metrics 52

Metrics Customer Success Measurement Financial 52

CSM Practice

FEBRUARY 24, 2020

As discussed in the blog on customer health metrics, product usage metric defines an “active” user with specific value-based actions and clearly segments your customer base into different usage categories. Low feature usage marks signal a dire need for customer education campaigns or poor product fit.

Metrics 52

Metrics Customer Success Measurement Customers 52

CSM Practice

FEBRUARY 24, 2020

As discussed in the blog on customer health metrics, product usage metric defines an “active” user with specific value-based actions and clearly segments your customer base into different usage categories. Low feature usage marks signal a dire need for customer education campaigns or poor product fit.

Metrics 52

Metrics Measurement Customer Success Customers 52

SmartKarrot

NOVEMBER 17, 2021

Manage account renewals for your customer base, collaborate with CSMs on business reviews, retention strategy, and upsell motions to achieve NetRetention goals. Develop key relationships with executives and decision-makers at the customer base.

Customer Success 19

Customer Success Sports Roadmap Touchpoint 19

SmartKarrot

JANUARY 21, 2022

Build sustainable and scalable customer success systems to support both our high growth and enterprise customer base. Work closely with product leadership to help deliver roadmap feature requests across the entire customer base. Help set and track towards company-wide expansion, retention, and churn metrics.

Customer Success 19

Customer Success Multi-Channel Roadmap Leadership 19

West Monroe

FEBRUARY 9, 2023

We also brought in specialists with knowledge of complex regulatory areas to consult and help product teams meet rules and requirements. There’s no roadmap or policy to rely on, so it’s critical to seek outside expertise or help. Create new controls The bank faced a few critical issues related to their controls.

Financial 52

Financial Banking How To Policies 52

SmartKarrot

JANUARY 27, 2022

Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom (On-site) Organization: Oktopost As a Customer Success Manager, you will be responsible for all post-sale activities, including initial onboarding, social strategy, expansion, and retention.

Customer Success 19

Customer Success Roadmap Customers Feedback 19

SmartKarrot

AUGUST 19, 2021

Role: Customer Success Director Location: Remote, Dallas, TX, US Organization: Persado As a Customer Success Director, you will maintain the customer success plan including maturity roadmap, key milestones, and value realization journey.

Customer Success 19

Customer Success Roadmap Consulting ROI 19

SmartKarrot

JANUARY 25, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Dover As a Director of Customer Success, you will work with the founders and other team members to build a world-class product delivery and customer management strategy. Help recruit, hire, and onboard new Customer Success Managers.

Customer Success 19

Customer Success Roadmap Customers CRM 19

Wootric CX Blog

SEPTEMBER 23, 2020

If customers know in advance that feedback is taken seriously–for example, that it informs your roadmap, resource allocation, and training–your response rates will be higher. . And if they remain a customer, they’ll probably be far more likely to fill out another survey when one pops up. Net Promoter Score (NPS).

Survey 98

Survey Net Promoter Score Effort Score How To 98

ChurnZero

MARCH 31, 2020

Kris Morrison, VP of Customer Success at Interact Software. Jeremy Jeffers, VP of Customer Success at Untappd. To open, we asked the panel about the first steps in their response strategy. Customers who were highly active and engaged prior to COVID-19, may now be experiencing something completely different.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

West Monroe

FEBRUARY 9, 2023

We also brought in specialists with knowledge of complex regulatory areas to consult and help product teams meet rules and requirements. There’s no roadmap or policy to rely on, so it’s critical to seek outside expertise or help. Create new controls The bank faced a few critical issues related to their controls.

Financial 40

Financial Banking How To Policies 40

West Monroe

FEBRUARY 9, 2023

We also brought in specialists with knowledge of complex regulatory areas to consult and help product teams meet rules and requirements. There’s no roadmap or policy to rely on, so it’s critical to seek outside expertise or help. Create new controls The bank faced a few critical issues related to their controls.

Financial 40

Financial Banking How To Policies 40

SurveySparrow

JANUARY 14, 2020

Your customers are your most valuable asset, especially if you are a small company. Growing your customer base will always be one of the most important objectives in every stand-up meeting. Businesses spend thousands of dollars on lead generation so that they can welcome new customers into their fold. Saves money.

Customer Retention 52

Customer Retention Gamification Feedback Loyalty Programs 52

SmartKarrot

JUNE 2, 2020

This role will identify processes, product features, and deployment strategies that pave the way for Expanse to scale quickly both within existing customers and to new customer bases. Apply here: [link] Role: Customer Success Manager – EMEA Location: London, UK Organization: Exceed.ai Apply here: [link].

Customer Success 10

Customer Success Roadmap Customer Retention Engagement 10

SmartKarrot

MARCH 9, 2021

Define the segmentation of the customer base and varying strategies for each segment. Create a Customer Advisory Council to influence the business’s strategic direction and longer-term product roadmap. Create a company-wide culture of Customer Success with a deep sense of gratitude towards the customers.

Customer Success 10

Customer Success Roadmap Metrics Customers 10

Kustomer

NOVEMBER 1, 2021

To further define digital customer experience, Paolo states, “Digital customer service is not just using digital tools, digital platforms or digital channels; it’s taking care of each digital conversation you have with your customers in order to leverage conversations, to retain and attract customers.”

Customer Service 97

Customer Service Social Media Customer Journeys Course 97

SmartKarrot

FEBRUARY 4, 2021

Role: Director of Customer Success Location: Remote, New York, NY, US Organization: Urbint As a Director of Customer Success, you will own the ultimate success of Urbint’s customer base; this includes seamless customer onboarding, project success, retention, and renewal.

Customer Success 10

Customer Success Consulting Roadmap ROI 10

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

DECEMBER 29, 2020

Role: Director of Customer Success Location: Remote, United States Organization: Tealium As a Director of Customer Success, you will lead, coach and mentor a team of 5 – 7 Customer Success Strategists of varying levels. Collate and share best practice examples of reporting, strategies, and case studies across the teams.

Customer Success 10

Customer Success Case Study Roadmap Touchpoint 10

SurveySensum

OCTOBER 17, 2023

Ensure that the tool can handle an increasing volume of feedback as your customer base expands. Check if the tool allows for customization to match your business’ branding. The best part – this tool comes with a dedicated CX consultation to help you every step of the way. Including SMS, email, website, and app.

Feedback 52

Feedback Tools Management Knowledge Base 52