Education Services Group

OCTOBER 31, 2023

Written by Colby Bock There are many posts and articles published by leaders in Customer Success that articulate an attempt to guide current and aspiring Customer Success Managers on their role. Of course, this is natural and something we should expect from leaders. Answers are critical.

Customer Success 52

Customer Success Customer Retention Customer Voice Report 52

CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” Reaping the Rewards of Voice of the Customer Excellence.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

CloudCherry

JANUARY 22, 2020

At times, refocusing your efforts may be the best course of action. A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” Of course, you may find that none of the vendors meet your requirements. Works Cited. Adams, Faith.

How To 243

How To Social Media Analysis Feedback 243

CX Journey

JUNE 22, 2017

In today's post, I'll pick up with the next step, mapping the customer journey, an important tool that helps put the customer front and center. Traditionally, most of these voices have been captured through surveys or some other structured form that was initiated by the company, i.e., companies asked customers to provide feedback.

Customer Journeys 146

Customer Journeys Communication Customer Centricity Social Media 146

CX Journey

MAY 3, 2016

Customer-Centric Culture A customer-centric culture is one that encourages employees to focus on the customer. It begins with executives who are committed to the cause and talk about the customer and the customer experience before sales and acquisition. this impact the customer and his experience?

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Confirmit

MARCH 12, 2019

Whether that’s new product development, improving the customer experience, or refining marketing programs, the combination of the Voice of the Customer with corporate Market Research is a powerful one. Of course the highlight (in my totally neutral opinion!) We’d love to see you!

Gamification 56

Gamification B2C Social Media B2B 56

ChurnZero

MAY 20, 2021

For Customer Success teams, the data they need (in order of importance) includes CRM data (basic account details, closed-won opportunity details), product usage data (login history, time-in app), engagements (responsiveness, product feedback), support history (ticket volume, open bug duration), and payment history (unpaid invoices).

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90