Gainsight

APRIL 2, 2021

Much like Customer Success five years ago, we’re still figuring out how to define excellence. I’m fascinated by the tactics, the priorities, and the structures, and I know how valuable those insights are to other folks also building CS Ops teams. Her role is directly involved with leadership and customer success.

Roadmap 52

Roadmap Leadership Customer Success Analysis 52

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. Q: If your customer has more than one need, how do you decide which to prioritize first—or you do you address them all at the same time? Then, think about leadership in general. But we can’t do it all.

Sales 52

Sales Customer Success Tourism Roadmap 52

SmartKarrot

OCTOBER 27, 2020

To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. There are many areas you need to look into while implementing customer success in your organization. To begin with, you need to be clear as to how you would help your customers achieve their goals. Customer acquisition.

Roadmap 10

Roadmap Customer Success Customer Journeys Chief Customer Officer 10

West Monroe

FEBRUARY 9, 2023

We were asked to evaluate a suite of products under the organization’s technology office to understand the root cause of the findings, how current findings could be resolved, and how to proactively identify and solve the issues in the future. How could they be? The audit findings were causing major business challenges.

Financial 52

Financial Banking How To Policies 52

Gainsight

AUGUST 2, 2021

I still put on my operations cap when I think about how quickly fast fashion giants such as Inditex can mimic fashion trends to have them in-store in weeks to how quickly some fast-food chains such as Chick-fil-a adopted new ordering methods during the pandemic. for senior leadership. So, who’s the right person to lead CS Ops?

Fashion 52

Fashion Leadership NPS Report 52

West Monroe

FEBRUARY 9, 2023

We were asked to evaluate a suite of products under the organization’s technology office to understand the root cause of the findings, how current findings could be resolved, and how to proactively identify and solve the issues in the future. How could they be? The audit findings were causing major business challenges.

Financial 40

Financial Banking How To Policies 40

West Monroe

FEBRUARY 9, 2023

We were asked to evaluate a suite of products under the organization’s technology office to understand the root cause of the findings, how current findings could be resolved, and how to proactively identify and solve the issues in the future. How could they be? The audit findings were causing major business challenges.

Financial 40

Financial Banking How To Policies 40

Gainsight

OCTOBER 27, 2022

Join Gainsight’s Product Leadership for an inside look at the new features and capabilities that will disrupt the market and enable you to build a more unstoppable business with customer-led and product-led growth at the center. . ” triggers a mix of mystery and anxiety, this is the session for you. . Customer-Led Growth .

Strategy 52

Strategy Customer Success Software Roadmap 52

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. SaaS organizations aspire to be it, but many don’t know how to transform this highly touted phrase into a practical application. The challenges to becoming a customer-centric company are not easy to overcome alone.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

West Monroe

SEPTEMBER 15, 2022

It also provides a roadmap to employees—both in leadership ranks and those further down the ladder––for how to integrate the new business into an existing platform. Featured Content. 4 ways to drive private equity value creation across portfolios. Product Development Strategy.

Culture 52

Culture Roadmap Strategy Leadership 52

PeopleMetrics

FEBRUARY 26, 2018

Having NPS feedback influence your roadmap and communicating with your clients how you inject end-user feedback into your product investment themes will be met with great enthusiasm. At PeopleMetrics, our product team tries to add a feature or two to each quarterly roadmap derived directly from end-user NPS feedback.

NPS 96

NPS Net Promoter Score Company Feedback 96

ChurnZero

MARCH 31, 2020

Takeaway #3: Lean into email and in-app notifications to communicate with customers when their phone becomes inaccessible. Elevate a communication by sending it from a member of your executive leadership team with a personal message or offer. How do you reinforce your value as businesses begin to get back on their feet?

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

SmartKarrot

NOVEMBER 30, 2023

In a recent Kaffeine & Karrots conversation, I had the pleasure of sitting down with Pragya Mishra, Head of Customer Success and Operations at Courseplay, to delve into the intricacies of account risk management. Segmenting customers based on behavior and satisfaction levels allows for a more nuanced understanding of potential risks.

Management 10

Management Case Study How To Roadmap 10

West Monroe

JULY 11, 2023

Chris Stafford Chris Stafford is a Partner in West Monroe’s Mergers & Acquisitions practices, specializing in pre-close technology and operational transaction advisory, as well as post-close integration and separation leadership. What does data indicate will drive growth across the customer base?

Trends 52

Trends Software Innovation Roadmap 52

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

ClientSuccess

NOVEMBER 16, 2017

Mieke has been a Customer Success Manager for Intuo since August 2017, but brings with her nearly 3 years of Customer Success experience! CSM from the Trenches Best Practice – How to Make an Effective Apology. From : Mieke Maes , Customer Success Manager. In the case of this customer, they simply weren’t having it.

Leadership 47

Leadership eBook Customer Success Roadmap 47

SmartKarrot

NOVEMBER 2, 2022

Own the group’s P&L, taking a data-driven approach to improve adoption and engagement across the customer base, in turn maximizing the revenue and profitability. Establish high quality, relevant, service experience across a wide range of customers, including Enterprise, Mid-Market, Agency, and Channel Partners.

Customer Success 19

Customer Success Self Service Multi-Channel Social Media 19

SmartKarrot

APRIL 14, 2022

Role: Vice President of Customer Success Location: Atlanta, GA, US Organization: TechBridge, Inc. As a Vice President of Customer Success, you will deliver transformational leadership across all TechBridge products, platforms, and services to ensure that current operational technology and processes serve the customer’s best interests.

Customer Success 19

Customer Success Case Study Roadmap Customers 19

ClientSuccess

MARCH 8, 2018

While the customer success manager works to ensure this feedback doesn’t reflect a greater dissatisfaction with the product, the product team should be down to business figuring out how to either fix the issue or how to prioritize the suggestion in the product roadmap.

Customer Success 40

Customer Success eBook Roadmap Feedback 40

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. When customers are unsuccessful and become Detractors, we find out what we could do better and work to improve the situation.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

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

SmartKarrot

NOVEMBER 19, 2020

Role: Customer Success Director, North America Location: Newton, MA, US Organization: CyberArk As a Customer Success Director, you will be responsible to accelerate time to value and drive higher product adoption by aligning customer goals to education, adoption roadmaps, and regular engagement with the customer.

Customer Success 10

Customer Success Consulting Roadmap Government 10

SmartKarrot

JUNE 25, 2021

Customer development is important. No business can survive in the long run without a loyal customer base for its services or products. SaaS leaders need to believe and keep the product in mind to guide customers properly. You have heard of the phrase- the customer always comes first. The customer is right.

Roadmap 10

Roadmap Customers Tips Metrics 10

SmartKarrot

JANUARY 21, 2021

SaaS product management is necessary to offer better solutions to customers based on their needs. Creating a roadmap to maintain product. With the plan in place, the next step is to create a roadmap to maintain product plan. There needs to be a clear plan on how to reach that crux of what customers want.

Management 11

Management Roadmap Metrics B2B 11

ChurnZero

MARCH 22, 2023

Breaking your customer base into segments does two things: It aligns your customer journey with the needs of each customer group, and it keeps your CS costs aligned with the revenue that each group generates. Both the customer experience and cost control are key parts of a solid success program.

Customer Journeys 97

Customer Journeys Customer Success Touchpoint Financial 97

SurveySensum

JULY 14, 2020

Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. As a VP Analyst for Customer Experience at Gartner, Augie Ray has been helping Fortune 500 firms to understand CX, how to succeed, how to gauge results, and how to make CX matter to the stakeholders. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. As we write, customer success is considered part of executive discussions all too rarely.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

SmartKarrot

MAY 27, 2020

Be it entrepreneurial tips, creativity, or leadership skills, these training courses are going to take care of every minute thing. . Account management often has to be customer-centric and Richardson’s Prosperous Account Strategy Program hits the nail on its head. Richardson’s Prosperous Account Strategy Training Program .

Training 10

Training Resources Management Groups 10

ChurnZero

MARCH 22, 2023

Breaking your customer base into segments does two things: It aligns your customer journey with the needs of each customer group, and it keeps your CS costs aligned with the revenue that each group generates. Both the customer experience and cost control are key parts of a solid success program.

Customer Journeys 59

Customer Journeys Customer Success Touchpoint Financial 59

Pointillist

MAY 23, 2018

It can provide quantitative key performance indicators (KPIs) along the paths that your most satisfied customers take, as they interact with your company across channels and over time. Handpicked Related Content: Make Your Journey Maps Measurable with Customer Journey Analytics. How to Maximize Your Journey Analytics ROI.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

CustomerSuccessBox

JUNE 8, 2021

Interact with existing customers to identify pain points, prioritize business opportunities, and productize solutions to ensure customer success. Effectively communicate customer learnings to the sales and product team to help direct the roadmap of the company. Clarify ownership for each part of the customer journey.

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

Comm100

OCTOBER 30, 2017

Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. How can I fix it? Outsourcing. Outsourcing by itself is not always a bad idea.

Contact Center 115

Contact Center Tips Management Call Center 115

Alida

NOVEMBER 8, 2017

In our Q&A below, Kelly discusses how companies can build common goals to achieve customer centricity, when she realized that passion and empathy were equally important for leadership and how business leader Jack Welch inspires her. What’s on your roadmap for customer initiatives at Vision Critical?

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Gainsight

NOVEMBER 15, 2021

The new strategies created from your CS Ops leadership will need to be tested. While you may already be inclined to know how to do that, monitoring performance over time will help you iterate and improve. The result of your combined efforts includes a more enthusiastic customer base, which drives NRR. Visibility.

Metrics 52

Metrics Measurement Customer Success eBook 52

ChurnZero

AUGUST 18, 2020

Yet, despite this new mutual-success dependency, many businesses still rely on traditional customer engagement approaches. Whitehead shows us how to use this modern framework to: Engage your customers with confidence and get them to take actions that drive growth. We wish this was on your roadmap, and it’s not.

Meeting 98

Meeting Customer Engagement Engagement Customer Success 98