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? Who else can interpret strategy from Product, Marketing, and elsewhere into the CS team’s role? Your VP of CS? What will CS Ops do?

Marketing 105

Marketing ROI Leadership Analysis 105

Think Customers

DECEMBER 13, 2021

Invest and act on great customer experience Understanding the importance of building an organizational CX competency is a crucial first step, but without an executable strategy, organizations will continue to lag industry leaders. Data is at the core of any customer experience strategy. Renewing your CX vows begins with the basics.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

SurveySparrow

MARCH 26, 2021

Having a go-to-market strategy ensures that you have made your launch foolproof, well, at least to a large extent. What is go-to marketing strategy? A detailed plan created to launch a product to the market is called a go-to marketing strategy. Who is responsible for go-to marketing strategy?

Strategy 52

Strategy Marketing Advertising Airlines 52

Innovative CX

MARCH 24, 2023

In the latest “National Customer Rage Survey”, conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. No consultants. Bad customer service is our new normal? Nope, not on my watch. So, there it is.

Customer Service 52

Customer Service Chatbots Conference Customer Journeys 52

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 keep things simple.

How To 52

How To Roadmap NPS Fashion 52

Lithium

DECEMBER 6, 2022

Podcast] Customer Experience As a Two-Way Conversation In this episode, Nate Jaffee (nateprayt) , Head of Strategy at Praytell , talks to us about customer relationships, customer expectations, and overturning the belief that the customer is always right. Thankfully, Khoros’ customer Airbnb has provided a perfect game plan. True story.

Social Media 52

Social Media Roadmap Trends Hospitality 52

Innovative CX

JUNE 22, 2021

All the journey mapping, webinars, ROI discussions, surveys and strategies won’t instantaneously create a better experience for your customers. In a few sentences, I’ve given you the CX strategy for your organization and a roadmap to achieve it. No consultants. I’m beginning to think I know why. So, there it is.

Customer Experience 69

Customer Experience Chatbots Conference Customer Journeys 69

ChurnZero

FEBRUARY 26, 2021

To bridge that gap and drive goodwill across the organization, Sana recommends incentivizing CSMs for not only driving ROI for their book of business but also for other internal functions. 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.

Customer Success 59

Customer Success Company Management Roadmap 59

Confirmit

MAY 29, 2019

Even inside brick-and-mortar stores, 82% of shoppers consult their smartphone regarding purchases they're about to make. She is a regular webinar presenter and speaker at Market Research events, providing guidance on key MR topics such as creating engaging surveys, generating ROI, and the role of automation. Paul Quinn, Sr.

Consumers 40

Consumers Hospitality Roadmap Travel 40

Confirmit

MAY 16, 2019

Even inside brick-and-mortar stores, 82% of shoppers consult their smartphone regarding purchases they're about to make. She is a regular webinar presenter and speaker at Market Research events, providing guidance on key MR topics such as creating engaging surveys, generating ROI, and the role of automation. Paul Quinn, Sr.

Consumers 40

Consumers Hospitality Roadmap Travel 40

Natalie Petouhof

OCTOBER 12, 2016

With SaaS solutions, the SI’s role is changing to focus on strategy, tactics and choosing technology. CX SIs have a set of best practices, strategy design, optimal delivery, and testing methodology to guide clients to obtain an optimal CX from a customer’s point-of-view. Create strategy and technology roadmap  .

Customer Journeys 40

Customer Journeys Customer Experience Ecommerce Consulting 40

Gainsight

APRIL 26, 2019

In the “final frontier” there isn’t a roadmap to follow. Hires from Support or Account Management exclusively; reliant on “rock stars” May also hire from management consulting, customer domain, product or other areas. Evolves thinking on comp based upon stage/strategy of business. Focused on growth.

Leadership 79

Leadership Customer Success Roadmap Conference 79

CX Journey

NOVEMBER 6, 2014

What This Means for VoC / CX In-house customer experience teams face a similar dilemma when deciding whether or not to hire a vendor or consultant and to what degree. Bear in mind that often the purchase of a consultant''s time comes equipped with their expert use of various VoC and CX tools. Does your team have an evangelist?

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

Circular Edge

MAY 26, 2023

All of these products integrate near seamlessly with JDE, so there is little to no learning curve for users – delivering “instant ROI”! Resources R23 Apps & Tools Enhancements ( LearnJDE ): [link] #BP4D Recap & Replays: [link] 9.2

Case Study 52

Case Study Innovation Study Entertainment 52

West Monroe

OCTOBER 18, 2023

Two years ago, I wrote about why you should demand ROI from consulting partners. In today's environment, achieving that ROI might require a different approach and for many reasons. How the ROI landscape has shifted 1. Beyond Strategy – It's about Execution. The difference between then and now?

ROI 59

ROI Roadmap Resources Survey 59

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. Amity looks at CSM from the perspective of the tools and platforms CSMs need.

ROI 76

ROI System Roadmap Measurement 76

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

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. The need for this foundational lever is readily seen in mis-matches between strategy and execution. 1) Customer Insight & Foresight.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

SmartKarrot

SEPTEMBER 8, 2021

Developing a long-term strategy, execution roadmap, priorities, and investment plan to scale the Customer Success organization to meet the demand of the future. Use your strong consultative skills to uncover the customer’s stated and unstated business needs and goals, leveraging Device42 to meet those needs.

Customer Success 19

Customer Success Roadmap Customer Satisfaction ROI 19

Alida

SEPTEMBER 22, 2016

Heidi Martin, strategy and insights consultant at Art Gallery of New South Wales, said that CX pros need to drop their preconceptions about the customer journey. To launch an insight community successfully requires strategic planning, such as gathering stakeholder buy-in and consulting brand guidelines.

Innovation 100

Innovation Marketing Social Media Healthcare 100

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. Drive the expansion strategy to accelerate and increase ACV for existing Cascade customers.

Customer Success 19

Customer Success Roadmap Consulting ROI 19

Gainsight

JUNE 11, 2021

ONE Powerful Word That Can Transform Your Customer Relationships with the incredible Nils Vinje, Founder and CEO at Glide Consulting and 30 Day Leadership. Leverage by identifying roadmap initiatives, progress against them, identify whitespace opportunities and feed content to other business systems to enrich the customer.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

SurveySparrow

JANUARY 14, 2020

You have various benefits by following well-defined customer retention strategies. What are the best Customer Retention Strategies? Retaining your customers can bring in a huge ROI for your business. Here are some customer retention strategies that all businesses should employ: #1 Set clear expectations. Saves money.

Customer Retention 52

Customer Retention Gamification Feedback Loyalty Programs 52

ChurnZero

DECEMBER 20, 2019

Leading CS practices are looking for ways to actualize the value proposition into their playbook and maturity model so there is an execution path and narrative for driving ROI and expansion. . . C S will also be operationalized by segment, with more technical consultants for smaller segments, etc. . So, in comes automation.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

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. Lead the strategy around ongoing customer journey within the direct team to optimize CX, drive renewals, & keep churn rates low.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

ClientSuccess

JULY 23, 2019

The key is being consultative and guide customers to their outcomes. But what we really want is for them to understand what we’re trying to achieve and be consultative in helping us get there. Quarterly strategy or business reviews allow us to present key KPIs, metrics, benchmarks, and recommendations to our customers.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

SmartKarrot

NOVEMBER 4, 2020

Role: Director of Customer Success Location: Charleston, South Carolina Metropolitan Area, US Organization: GoodUnited As a Director of Customer Success, you will develop, implement, and optimize the Customer Success strategy and frameworks to drive key measures of success. Deliver customer reports illustrating Eko value delivery (e.g.

Customer Success 10

Customer Success ROI Roadmap Consulting 10

SmartKarrot

JANUARY 5, 2021

Role: VP, Global Customer Experience Location: San Antonio, TX, US Organization: Tech Data As a VP of Global Customer Experience, you will build and lead the customer experience strategy and oversee operational excellence for all CX projects to ensure alignment with corporate strategy. Apply here: [link].

Customer Success 10

Customer Success Consulting Roadmap Government 10

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. Pam looks at CSM from the perspective of the tools and platforms CSMs need.

ROI 48

ROI System Customer Success Roadmap 48

SmartKarrot

MARCH 24, 2021

Consult on and elevate the current go-to-market strategy. Serve as the product consultant for clients, helping them extract as much value as possible from the software. 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

SmartKarrot

SEPTEMBER 23, 2022

Apply here: [link] Role: Customer Success Manager Location: Sydney, New South Wales, Australia (Hybrid) Organization: Yotpo As a Customer Success Manager, you will successfully and consistently deliver ROI and value for the customers by consulting for their business while leveraging Yotpo solutions.

Customer Success 15

Customer Success Travel Effort Score Roadmap 15

West Monroe

MAY 31, 2019

Though bots may not have taken over every transaction and interaction yet – I’ve talked to many clients who are beginning to strategically plan where these technologies fit into their digital roadmaps.

Banking 40

Banking Financial Self Service Chatbots 40

CustomerSuccessBox

JUNE 8, 2022

Those are two areas that I really love working with customers, and of course, optimizing onboarding, coming up with churn, retention strategies and health scores, and everything else. However, your customer success function or your strategy around customer success is super reactive. Q: Please introduce yourself.

Management 52

Management How To Effort Score Customer Success 52

SmartKarrot

MARCH 5, 2021

Develop the strategy and roadmap to substantially increase the quality of consumer-related support interactions (both self-service and live). Leading and executing the team strategy. Forming up-selling and cross-selling strategies. You will be responsible for building, developing and mentoring the Customer Success team.

Customer Success 10

Customer Success Self Service Guidelines Roadmap 10

SmartKarrot

FEBRUARY 4, 2021

Define, drive, and demonstrate the value (ROI) delivered to Urbint’s customer base. Understand & Align with Customer’s Business Objectives, their basic environment, Roadmap, Pain Points to Strategize their Success. Track retention and performance of partners and develop cross-functional strategies to optimize their performance.

Customer Success 10

Customer Success Consulting Roadmap ROI 10

SmartKarrot

MAY 19, 2021

Work cross-functionally to assure customers are meeting pre-defined success goals for ROI. Align with Sales, Marketing, and Product around driving product roadmap. Defining the strategy for the team, including client prioritization and upsell opportunities. Strategizing and consulting with new clients and pitching where needed.

Customer Success 10

Customer Success Roadmap Groups Consulting 10

SmartKarrot

JUNE 29, 2021

Role: Director, Customer Success Location: San Francisco, CA, US Organization: DocMatter As a Director of Customer Success, you will provide suggestive strategies and solutions to optimize the customers’ ongoing use of the DocMatter platform. Driving adoption, setting KPIs and success metrics, demonstrating ROI. Apply here: [link].

Customer Success 10

Customer Success Leadership Case Study Roadmap 10