ViiBE Blog

OCTOBER 28, 2021

Digital aspects have taken a significant role in marketing and it is essential for a company to understand its customers better in order to provide them with the best possible experience. Together, these elements will enhance customers’ experiences while interacting with the brand or product. What is digital CX?

Social Media 52

Social Media Roadmap e-support Video 52

Thematic

JULY 11, 2022

Insights found via the analysis show how you can improve your product, customer service, or employee experience. Here’s how thematic analysis can be applied in the real world: Drive product roadmaps Thematic analysis is awesome when it comes to analyzing subjective feedback like product reviews.

Analysis 77

Analysis Roadmap Banking NPS 77

Gainsight

APRIL 2, 2021

More broadly, Customer First operations also include support, professional services, and everything post-sales that dives into the current customer base. Her role is directly involved with leadership and customer success. She is present at meetings twice a month, especially listening to the concerns of the CS team.

Roadmap 52

Roadmap Leadership Customer Success Analysis 52

SurveySparrow

JUNE 20, 2023

What is a Customer Experience Dashboard Imagine having all the critical information about your customers at your fingertips, presented in a visually appealing and user-friendly way. That’s precisely what a Customer Experience Dashboard is. Excited to know what a CX Dashboard gives?

Customer Journeys 52

Customer Journeys Net Promoter Score Customer Experience Social Media 52

CustomerSuccessBox

OCTOBER 31, 2021

Having a chance to be in front of, and learn from, our Executive Sponsor around what they care about and are looking to accomplish, we can be better internally at prioritizing what matters to our customer base. Don’t prepare a presentation talking about how great you did at putting out fires and fixing bugs.

Roadmap 52

Roadmap Customer Success Leadership Analysis 52

ChurnZero

FEBRUARY 26, 2021

But to create a stronger working relationship with Product , Sana recommends using a thematic approach to collect customer feedback that prioritizes broader customer pain points instead of one-off stories. Take the initiative to align on your product roadmap. Sales is driven by the latter, but Product is driven by the former.

Customer Success 59

Customer Success Company Management Roadmap 59

West Monroe

JUNE 1, 2023

Investing in the right platforms to track product use and adoption can yield insights that inform decision-making and roadmap tradeoffs and drive day-to-day operational efficiencies. They had extensive data about their customer base and usage but weren’t leveraging it to investigate the cause of high turnover.

Return on Investment 52

Return on Investment Culture Metrics Roadmap 52

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Let’s move on to how many new customers you acquired” is likely the next agenda item.

NPS 96

NPS Net Promoter Score Company Feedback 96

CSM Magazine

APRIL 24, 2020

Here you will get a stepwise presentation of tips for effective writing. The plan helps an organization to run its business by describing how employees ought to interact with customers. As you write your CRM plan for a specific company, you have to understand that the goals of the firm have to match the customer needs.

CRM 52

CRM Tips Customer Relationship Management Customer relationships 52

SmartMessage Blog

SEPTEMBER 6, 2022

Managing more than one movement, such as customer expectations and habits, brings success. When the right steps are taken, that is, awareness is created, the potential customer base turns into permanent customers. The work done turns the target audience into permanent customers.

Marketing 56

Marketing Study Social Media Roadmap 56

Gainsight

JULY 5, 2022

Every journey begins with a roadmap, and every business motion starts with a strategy. A CS ops professional or leader should be included in strategy discussions regarding a customer success strategy with both CS and business leaders. Lastly, their communication skills must be prominently present by leading cross-functional alignment.

Roadmap 59

Roadmap Return on Investment Customer Journeys Customer Success 59

Gainsight

AUGUST 26, 2022

In their presentation, they explained that in order to build a company that can withstand the changes in the market, Product and Customer Success teams need to work together. Map your user journey toward designated outcomes based on stage, objective, and role.” Durable growth requires collaborative efforts from Product and CS.

Self Service 52

Self Service Customer Journeys Customer Success Roadmap 52

Thematic

MARCH 22, 2022

This type of market research doesn’t have to cost a lot, and you’ll still be able to collect important information on customer needs that can help you create a great product. A crowdfunding campaign is another effective way of determining whether your customer base cares about your product enough to pay for it.

Roadmap 62

Roadmap Analytics Feedback Analysis 62

Gainsight

OCTOBER 27, 2022

We’ll dig into building out your roadmap and major milestones for the first year including identifying the need, getting buy-in, building and launching, and measuring success. This session and Q&A will cover a framework for customer success hiring in a highly competitive talent landscape. Customer-Led Growth .

Strategy 52

Strategy Customer Success Software Roadmap 52

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. An ideal thesis outlines realistic objectives that take into account the slower growth of a downturn—and may be geared toward protecting profitability.

Culture 52

Culture Roadmap Strategy Leadership 52

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 Customer Success Handbook Knowledge Base 91

Gainsight

FEBRUARY 4, 2021

If you want to dive in more on why Dave thinks NDR is the new metric, see his SaaStr presentation here. Customer Success 2.0 = Net Dollar Retention. In parallel, the Customer Success space has significantly evolved since its early days. Product roadmap to align to client needs.

Tips 72

Tips Metrics Software B2C 72

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

Retently

MARCH 5, 2024

It’s not just about the content of these emails but how they reflect your commitment to outstanding customer service, showing that you prioritize excellence in every interaction. Crafting responses that take into account the voice of the customer requires a thoughtful approach.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

delighted

DECEMBER 10, 2019

Understanding how ROX works and the importance of mapping enhanced customer experience to your business’ operating objectives can help you present a strong case for why measuring, managing, and acting on customer insights benefit your brand in some surprising ways. Expected Customer Experience (CX) impact on loyalty.

ROI 40

ROI Measurement Customer Experience Effort Score 40

SmartKarrot

AUGUST 27, 2021

Own the post-sale customer experience, annual contract renewals, accounts receivable, and Net Revenue Retention focused on account expansion across the global enterprise customer base. Develop executive-level relationships with key customers.

Customer Success 19

Customer Success Roadmap Sales Customers 19

CSM Practice

OCTOBER 10, 2018

By Andreas Knoefel, Customer Success and Services Executive, Thought Leader, and Author. As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. I answered this call as the builder and leader of Customer Success for Apple , NextLabs and several startups. In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. I answered this call as the builder and leader of Customer Success for Apple , NextLabs and several startups. In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

SmartKarrot

APRIL 14, 2022

Deliver advanced technology services that create maximum value for all customers across the portfolio. Continually communicate platform improvements to the Chief Technology Officer to enhance the customer experience and adoption of the platforms across the customer base. testimonials, case studies).

Customer Success 19

Customer Success Case Study Roadmap Customers 19

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

SmartKarrot

JANUARY 27, 2022

Provide mentorship and coaching to junior members of the customer success team. Provide feedback to the product, sales, marketing, and executive team to ensure the client voice is present. Interact with all levels of leadership within your customer portfolio ranging from analysts to C-Level executives.

Customer Success 19

Customer Success Roadmap Customers Feedback 19

SurveySensum

JULY 11, 2023

Finally, your burger arrives, perfectly cooked and beautifully presented. This delightful experience, my friend, is what we call customer experience (CX). Here’s how you can do it – Collect relevant customer data to understand their preferences and needs. You leave the restaurant with a big grin on your face.

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

SmartKarrot

DECEMBER 21, 2020

Role: VP of Customer Success Location: Pleasant Grove, UT, US Organization: IsoTalent As a VP of Customer Success, you will develop and execute a strategic roadmap for the customer success organization. Identify key opportunities to improve the customer journey by developing and executing on customer programs.

Customer Success 10

Customer Success Roadmap NPS Leadership 10

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. Oversee and assist with the creation of internal and external presentations.

Customer Success 19

Customer Success Roadmap Consulting ROI 19

CustomerSuccessBox

NOVEMBER 1, 2018

How do you service a Fortune 500/2000 customer base? For XebiaLabs, it’s critical to identify a customer success model that helps drive renewals. Customer Success was talking about things like value and product adoption. However, as the customer base grows, XebiaLabs are already moving to a third model.

Customer Success 40

Customer Success Training Software Customers 40

Elevio

JANUARY 14, 2018

What types of roles do your customers have at their companies? We’ve got a fairly broad set of customers that make up our customer base, from universities to e-commerce, but our primary customer base is in the SaaS industry. It’s worked well enough for them, that it’s making its way into our roadmap.

e-support 40

e-support Knowledge Base Software Roadmap 40

SmartKarrot

NOVEMBER 26, 2020

Hire and build out a sizable team (internally & externally) to service our rapidly growing customer base. Manage cross-functional relationships with leaders in Product, Engineering, Operations, and Marketing to advocate for users and influence the long-term product roadmap.

Customer Success 10

Customer Success Roadmap Case Study Leadership 10

Amity

DECEMBER 14, 2016

This doesn’t happen everyday but today is an early one: I have a 7am call with a customer in India. The customer’s team is growing and they want to add more seats to the account. I’ve looped in the account executive to be present on the call. I love connecting my customers with our product team.

Customer Success 48

Customer Success Management Roadmap Training 48

ClearAction

APRIL 17, 2019

A metric for this is described in the book Return on Customer 5 which advocates calculating your firm’s current-period cash flow from its customers, plus any changes in the underlying customer equity, divided by the total customer equity at the beginning of the period. 3 Putting Customers First: If Not You, Who?

Management 69

Management Customer Experience Management Financial ROI 69

Education Services Group

MAY 27, 2022

Is it available in your Customer Success tool? If not, why not, and what insight are you missing by not being presented a clear and concise view of your current coverage of CSMs? The model above is a metrics matrix for your customer base that looks at four variables: segmentation, ARR, CSM coverage status, and customer health.

Customer Success 52

Customer Success Metrics Effort Score Customers 52

SurveySparrow

SEPTEMBER 6, 2019

The simplest formula for Customer Lifetime Value that anyone with technical knowledge can understand is this: Customer Lifetime Value = Customer’ spend – Cost of acquiring – the cost of marketing – the cost of serving the customer. But the answer to the same is right in front of you- your customers.

Social Media 51

Social Media Effort Score Metrics Customers 51