West Monroe

APRIL 9, 2023

Without a clear post-acquisition platform consolidation and product strategy, tech companies may fail to realize the projected synergies those deals were meant to achieve. Those notions may not adequately address the needs of their recently expanded customer base.

Strategy 52

Strategy Company Leadership Customer Centricity 52

West Monroe

APRIL 9, 2023

Without a clear post-acquisition platform consolidation and product strategy, tech companies may fail to realize the projected synergies those deals were meant to achieve. Those notions may not adequately address the needs of their recently expanded customer base.

Strategy 52

Strategy Company Leadership Customer Centricity 52

SurveySensum

DECEMBER 4, 2023

Here, we’ve got six simple strategies that’ll help your surveys work wonders for your business. By doing these things, your organization can foster a customer-centric culture that not only helps boost customer satisfaction and loyalty but directly impacts the organization’s growth. Let’s go!

Feedback 52

Feedback Strategy Net Promoter Score Social Media 52

SurveySensum

DECEMBER 21, 2023

You need to know the right strategies to boost your customers’ experiences, leaving them with a positive impression of your brand. Let’s uncover the best strategies to avoid negative feedback on social media! Here are some effective strategies to achieve that: 1. Instead, it’s an opportunity to learn and grow.

Social Media 52

Social Media Strategy How To Loyalty Programs 52

West Monroe

APRIL 9, 2023

Without a clear post-acquisition platform consolidation and product strategy, tech companies may fail to realize the projected synergies those deals were meant to achieve. Those notions may not adequately address the needs of their recently expanded customer base.

Strategy 40

Strategy Company Leadership Customer Centricity 40

ClientSuccess

MARCH 8, 2023

Define Next Steps One of the biggest reasons follow-up emails are so critical after customer calls is that they often serve as a bridge between meetings to keep your customer projects alive and keep things moving between live conversations. This helps to keep your projects on track, your customers happy, and your business thriving.

Customer Success 79

Customer Success Tips eBook Roadmap 79

Oracle

SEPTEMBER 19, 2018

Here are 5 of the upcoming, must-see sales-focused sessions. You can also view the full sales session catalog here. General Session: The Latest CX Innovations for Sales. General session featuring Fortune Alexander, Senior Director, CX Product Strategy, Oracle. What does the future hold for sales professionals?

Sales 49

Sales Roadmap Loyalty Chatbots 49

West Monroe

JANUARY 24, 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. Ideally, at least half of sales headcount should be quota-carrying.

Company 52

Company Software Strategy Leadership 52

Gainsight

DECEMBER 4, 2023

But, with a little guidance and a few proven success strategies, each company we’ve partnered with has been able to implement effective Customer Success strategies quickly. To help you get started, here are four steps to follow to build your Customer Success organization today.

eBook 52

eBook Metrics Roadmap Healthcare 52

Gainsight

OCTOBER 5, 2022

And we’d like to take that idea one step further—during an economic downturn it is vital that customer success teams continue to proactively build relationships. With new sales stagnant or declining, SaaS companies have to be laser-focused on customer retention, advocacy, and expansion to buck the downtrend and maintain growth.

Customer relationships 59

Customer relationships Roadmap Customer Success eBook 59

Thematic

DECEMBER 5, 2018

Customer retention refers to the actions and strategies a business uses to try and keep existing customers. To enable these actions, customer retention analytics provide predictive metrics of which customers might churn — which enables them to get ahead of it. Why is customer retention important?

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Gainsight

AUGUST 10, 2023

While the idea of ensuring value realization and verifiable outcomes for customers is well-established, the path to achieving this at scale is an entirely different proposition. The challenge, however, magnifies when it comes to extending consistent value delivery across hundreds or even thousands of customers.

Self Service 52

Self Service Touchpoint Roadmap Customer Journeys 52

BirdEye

MAY 30, 2023

Maybe you see a competitor running a first-rate marketing campaign that places them top of mind among customers. You can use competitive benchmarking to compare their market research strategy to your own. You can then develop a strategy that makes your products or services distinct and special.

Social Media 98

Social Media Analysis Metrics Advertising 98

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. Ideally, at least half of sales headcount should be quota-carrying.

Company 40

Company Software Strategy Leadership 40

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. Think of it like a project plan.

B2B 98

B2B Customer Experience Roadmap Culture 98

Gainsight

AUGUST 17, 2022

Mehta reminded everyone in the room and streaming at home that whether we are collaborating on product roadmaps, helping our customers reach their goals, or supporting our communities, we are always more successful when we approach these projects together. Business strategies and tools that drive durable growth. . The reason?

Chief Customer Officer 97

Chief Customer Officer Roadmap Metrics Strategy 97

Gainsight

DECEMBER 21, 2023

Early-stage companies have started to create a decent customer base. However, they’re constantly iterating—the product roadmap is in flux, and the customer base is in flux. The earlier you bring in Customer Success , the easier it is to tackle those challenges. Here are the highlights.

Customer Success 52

Customer Success Company How To Effort Score 52

ViiBE Blog

OCTOBER 28, 2021

Customer experience Insurance , Retail , SMB Kelly Dell October 28, 2021 Share this article Contents Share this article Contents It’s crucial nowadays for companies to understand what is digital CX (customer experience). The digital customer experience strategy is an important part of a company’s marketing strategy.

Social Media 52

Social Media Roadmap e-support Video 52

Totango

FEBRUARY 11, 2022

Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority. Then, we’ll walk you through three steps for creating a solid customer experience strategy.

B2B 107

B2B Customer Experience B2C Net Promoter Score 107

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Customer Journeys 115

Customer Journeys Touchpoint B2B Social Media 115

GetFeedback

JUNE 3, 2019

After you’ve been surveying your customers for a little bit of time, you can start to see trends arise and are more likely to notice it if something shifts in your customer experience—especially if customer satisfaction drops rapidly. Benefit 4: increase customer retention. Benefit 2: open up communication.

Customer Satisfaction 170

Customer Satisfaction Survey Trends Effort Score 170

ChurnZero

FEBRUARY 21, 2022

That’s where a customer advisory board (CAB) can come into play. Cultivating a strong customer advisory board and implementing marketing strategies, like product-led growth , can send you well on your way to reaching new heights. What is a customer advisory board? Sharing first-hand insight into the customer experience.

Feedback 98

Feedback Loyalty Roadmap Customers 98

Education Services Group

MAY 28, 2021

My amazing metaphors aside, Customer Success Plans are essentially the “what” and “how” of delivering on your CS strategy. Also known as a Success Plan or a Joint Success Plan , it is a document that’s developed collaboratively with your customer at the start of your relationship. Working side-by-side with sales.

Customer Success 98

Customer Success Sales Customers Roadmap 98

ChurnZero

JUNE 14, 2023

Older research from Fred Reichheld of Bain & Company showed that, in financial services, “a 5% increase in customer retention produces more than a 25% increase in profit.” ” When times are challenging, and the sales pipeline slows, the disparity between the cost to acquire and retain customers tends to grow.

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 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 52

How To Roadmap NPS Fashion 52

Thematic

APRIL 17, 2024

Three major components make up the backbone of customer experience analytics: data collection, analysis, and generating actionable insights. This highlights the importance of using customer experience analytics (CXA) to identify pain points early and prioritize swift, effective solutions. Scalability Think ahead.  As

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Three major components make up the backbone of customer experience analytics: data collection, analysis, and generating actionable insights. This highlights the importance of using customer experience analytics (CXA) to identify pain points early and prioritize swift, effective solutions. Scalability Think ahead.  As

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Three major components make up the backbone of customer experience analytics: data collection, analysis, and generating actionable insights. This highlights the importance of using customer experience analytics (CXA) to identify pain points early and prioritize swift, effective solutions. Scalability Think ahead.  As

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. Isn’t it because you want your customers to get more out of your product? In other words, with a Customer Success strategy. As you gain some experience, optimize your customer success plan. Why is it important?

Customer Success 52

Customer Success Customer Journeys Roadmap Strategy 52

SmartMessage Blog

SEPTEMBER 6, 2022

It is an integrated marketing approach aiming seamless customer experiences using different channels and touchpoints. An end-to-end marketing strategy that covers different campaigns and channels requires coordinating different mechanisms. Managing more than one movement, such as customer expectations and habits, brings success.

Marketing 56

Marketing Study Social Media Roadmap 56

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. It helps that Sales and Marketing figured this out long ago.

Marketing 105

Marketing ROI Leadership Analysis 105

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. Set crystal-clear rules of engagement between Sales and Customer Success.

Customer Success 59

Customer Success Company Management Roadmap 59

BirdEye

APRIL 17, 2023

And the business gets opportunities to retain existing customers for a longer period. A subscription business model is also a great way for a business owner to navigate difficult times that may bring low sales and profits. With a good product and exceptional customer service, businesses can make sure that customers stay longer.

Customer Retention 98

Customer Retention Consumers Strategy Tips 98

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

Gainsight

APRIL 2, 2021

She explained that Okta ran a “sister” approach between Customer Success and Renewal Sales, which are connected closely in a team titled “Customer First.” I do like that we have our operations and strategy team with both of us combined.”. Then the sales and marketing ops team sits under a separate Senior VP.

Roadmap 52

Roadmap Leadership Customer Success Analysis 52

Gainsight

APRIL 8, 2021

As one of the fastest-growing careers , there can be some mystery to those new or early on their customer success journey. This is where you will learn about building a CS team, identifying the right strategy for your organization, and measuring the right metrics for success. This is the track for you to bring home results!

Roadmap 59

Roadmap Customer Success Conference Sales 59

Totango

SEPTEMBER 17, 2021

What these various forms of the freemium SaaS model all have in common is that they take product-led growth approach to marketing and sales. The freemium sales model has become widespread in the SaaS industry. A free version of your product gives your sales team an opportunity to extend an upsell offer. Why is it so common?

Customer Journeys 74

Customer Journeys Sales Loyalty User Experience 74