Lumoa

JUNE 30, 2022

Each of these challenges makes it harder for you to prove the ROI of customer experience and to sell other leaders on the importance of investing in CX. Many customer experience and customer insights teams suffer from a lack of good data. Many people assume that customer experience refers to support tickets.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

SmartKarrot

AUGUST 26, 2022

Role: Director of Customer Success Location: Remote, United States Organization: FinditParts As a Director of Customer Success, you will manage Contact Center Operations to deliver a great customer experience, meeting or exceeding all revenue goals, KPIs, and SLAs.

Customer Success 19

Customer Success e-support Case Study Roadmap 19

SmartKarrot

DECEMBER 2, 2022

Role: Customer Success Manager Location: Sydney, New South Wales, Australia (Hybrid) Organization: Jenkin Beattie As a Customer Success Manager, you will develop and manage key accounts achieving mutual goals whilst seeking growth within each account. Onboard and train new customers on the solution.

Customer Success 19

Customer Success Net Promoter Score Customer Journeys ROI 19

SmartKarrot

JANUARY 9, 2023

Role: Customer Success Manager Location: London, England, United Kingdom Organization: HiBob As a Customer Success Manager, you will build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessions.

Customer Success 19

Customer Success Training Touchpoint Policies 19

ChurnZero

NOVEMBER 24, 2020

Why is your Customer Success team underfunded, marginalized, and overlooked? Acquisition gets all the glory while Customer Success gets relegated the part of the unsung hero.”. Anna’s Customer Success experience runs the gamut – from her early roles as an individual contributor to leading and scaling teams of her own.

Customer Success 59

Customer Success Leadership Net Promoter Score Culture 59

SmartKarrot

MARCH 21, 2022

Role: VP of Customer Success, US Location: Austin, TX, US Organization: Miro As a VP of Customer Success, you will be responsible for a rapidly growing Customer Success team of 45+. Improve customer retention metrics (adoption, retention, engagement). Support People.ai

Customer Success 19

Customer Success Metrics Customers Sales 19

Lumoa

APRIL 7, 2022

This blog post will discuss NPS benchmarks and look at why NPS is so essential to overall customer success. An NPS score is a valuable metric to track customer sentiment, and it can help businesses improve customer loyalty, boost sales, and improve customer satisfaction.

NPS 208

NPS Net Promoter Score Industry How To 208

SmartKarrot

FEBRUARY 22, 2022

Role: Sr Director of Customer Success Location: Remote, United States Organization: Bluewater Hayes Inc. As a Sr Director of Customer Success, you will develop strategies that enhance and improve customer experience and drive differentiate customer value, including providing a compelling digital customer post-sales experience.

Customer Success 19

Customer Success Retail Customer Satisfaction Training 19

SmartKarrot

SEPTEMBER 14, 2021

Role: Director of Customer Success Location: Los Angeles, CA, US Organization: CreatorIQ As a Director of Customer Success, you will lead, mentor, and inspire a Customer Success team of direct reports in the LA office. Build and maintain executive relationships with the strategic customers.

Customer Success 18

Customer Success Case Study Roadmap Customer Satisfaction 18

Gainsight

JANUARY 26, 2022

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. It can make your company a truly customer-centric organization. CSMs want customers who have the potential to be a success.

Sales 111

Sales Customer Success ROI Customer Centricity 111

SuiteCX

JULY 9, 2018

Thus it became a find-and-fix exercise, vs. a strategic tool to inform planning, process improvement, and targeted customer communication. Often we hear from clients who have a champion sitting in Marketing or Customer Success, who have drawn something out in their best PowerPoint skills.

Customer Journeys 100

Customer Journeys Leadership Exercises Report 100

SmartKarrot

JUNE 3, 2022

In this article, we will discuss everything you need to know about customer insights and how they can be utilized to attain customer delight. This article will cover – What are customer insights? Why are customer insights important? How to collect quality customer insights?

Customer Insights 10

Customer Insights Customer Journeys B2B Loyalty Programs 10

ClearAction

JANUARY 8, 2024

Higher costs to serve: customer service, returned materials, remedies, etc. More expense to retain customers: loyalty incentives, customer success, etc. Do they ensure value is increasing for customers whenever changes in the business are needed? Extra marketing required to overcome negative word of mouth.

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success!

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

Amity

JULY 28, 2014

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? So are you asking yourself right now (and maybe turn to your colleague to do the same), “Are we ready for customer success?”. Customer success doesn’t just happen.

Customer Success 48

Customer Success Customer Journeys Chief Customer Officer CRM 48

Experience Investigators by 360Connext

JULY 6, 2021

For the sake of this article, we’ll simplify things by referring to the CX Team. Include any leader who will have direct accountability over the most likely actions required to improve the customer journey. Include any leader who will have direct accountability over the most likely actions required to improve the customer journey.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

Gainsight

JUNE 1, 2022

At Gainsight, we’re excited by the potential for this powerful tool to revolutionize the practice of customer success. Impact Analyzer, part of the Gainsight CX Center, uses the power of AI to help Customer Success teams connect customer insights to business impact. . Cut Through the Complexity.

NPS 52

NPS Effort Score Metrics Customer Success 52

SmartKarrot

JULY 12, 2021

Role: Director, Customer Success Location: Louisville, CO, US Organization: Envysion, Inc. Partner with Marketing, Customer Care, Sales, and Product Management to create a great customer experience in all stages of the lifecycle and drive positive NPS, retention, and account growth.

Customer Success 10

Customer Success Customer Satisfaction Metrics ROI 10

SmartKarrot

MAY 21, 2021

Director, Customer Success Location: Chicago, IL, US Organization: Paro.io Director of Customer Success, you will work directly with VP Growth (whose purview includes Sales and Sales Operations) to build a high-functioning revenue organization. Identify opportunities for continuous improvement.

Customer Success 10

Customer Success Case Study Metrics Measurement 10

SmartKarrot

MARCH 26, 2021

Role: Senior Manager / Director, Customer Success Location: Remote, Boston, MA, US Organization: MackeyRMS As a Senior Manager/Director of Customer Success, you will manage a team of CSMs as well as own accounts, including renewals and upsells. Escalate issues/cases to the Customer Success Director when needed.

Customer Success 10

Customer Success Return on Investment Customer Journeys Case Study 10

SmartKarrot

DECEMBER 16, 2020

Role: Vice President of Global Customer Success Location: Remote, United States Organization: Fourth As a Vice President of Customer Success, you will design, implement, and manage customer insight and sentiment programs, delivering churn and net retention planning, and driving bookings growth.

Customer Success 10

Customer Success Customer Journeys Multi-Channel Policies 10

SmartKarrot

DECEMBER 22, 2020

Role: VP, Customer Success Location: San Francisco Bay Area, US Organization: NexHealth As a VP of Customer Success, you will inspire, recruit, and develop top talent Customer Success team leaders and members who bring a customer-centric view to their everyday roles.

Customer Success 10

Customer Success Tourism Case Study Roadmap 10

Retently

JULY 28, 2023

Overall, it seems like the easiest way to solve that is to have someone specialized in customer experience in charge of the whole process – to both make sure everything is going as it should and that the majority of the C-level can focus on other matters. Well, that’s where the Chief Experience Officer comes into play. What Is a CXO?

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

SmartKarrot

AUGUST 2, 2023

Customer Success (CS) that focuses on boosting customer retention, loyalty, and overall business growth is a very important function for any customer-centric business. In fact, it is essential for sustainable growth and long-term success for any business across industries.

Customer Success 10

Customer Success Net Promoter Score Effort Score Customer Journeys 10

Lumoa

FEBRUARY 9, 2023

Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards a personalized omnichannel experience in B2B customer journeys. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

CustomerSuccessBox

NOVEMBER 2, 2021

1,000 enterprise customers paying you $100k+ per year each; or 10,000 medium-sized companies paying you $10k+ per year each; or 100,000 small businesses paying you $1k+ per year each; or 1 million consumers or “prosumers” paying you $100+ per year each or 10 million active consumers who you monetize at $10+ per year each by selling ads.

Customer Retention 52

Customer Retention CRM Customers Analytics 52

Wootric CX Blog

FEBRUARY 14, 2019

He has implemented successful CX, VoC, social media and marketing programs and led highly-engaged teams, both co-located and remote around the globe. Why we love David : He’s VP of Customer Insights at Ancestry.com. Why we love Ellie: She’s a speaker, writer, and Senior Director of Customer Success at SAP Concur.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ProProfs Chat

DECEMBER 6, 2019

Using customer insights and data, you can develop a series of tailor-made recommendations. A simple ‘ Hello ’ in conjunction with your customer’s name can go a long way. But customer service helps to build a customer-centric relationship and customer support gravitates towards a business-oriented relationship.

Customer Service 97

Customer Service Social Media Customers Effort Score 97

Seaton CX

MAY 16, 2024

In this article, I’ll explain what a customer journey map is, why it’s important, and how to use DARMA to create a compelling customer journey map, discover deep customer insights, and spark customer-centric change in your organization. Table Of Contents What is a Customer Journey Map?

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

Retently

MAY 2, 2023

In addition, every department, be it customer success, product, or support teams, can leverage them by triggering survey campaigns at specific stages in the customer journey. Since customers are the primary asset of any SaaS business, companies need to focus on survey campaigns to enhance their overall experience.

Customer Journeys 142

Customer Journeys Survey Effort Score NPS 142

Gainsight

AUGUST 18, 2022

The winners represent some of the biggest names in the SaaS industry, and we salute their ability to change the game of customer success and experience over the past year. . As you can imagine, they have a wealth of customer data. Without further ado, here’s a look at the lucky winners. Visionary Award Goes to … Seismic.

Effort Score 23

Effort Score Customer Success Software Healthcare 23

Gainsight

APRIL 16, 2021

Whatever it might be, Horizon Analytics can visualize the required data to run a successful Customer Success Org. Execs are busy people, and the ability to have data at their fingertips makes all the difference before a critical customer call or board meeting. . Reference Manager. Risk Escalation. Support View.

Customer Success 52

Customer Success Effort Score Analytics ROI 52

Retently

JANUARY 13, 2019

There are various aspects of the NPS data that will help you collect in-depth customer insights which are usually easy to miss, but nevertheless, crucial for an effective NPS campaign. Basically, we’re referring to the total distribution of Promoters, Passives, and Detractors. Take a Closer Look at Your NPS Distribution.

NPS 74

NPS Analysis Report Net Promoter Score 74

Amity

MARCH 31, 2017

I recently published a book on the role that customer feedback should play when it comes to managing a SaaS product. The concepts in the book are especially relevant for Customer Success Managers. Keep your customer insights and feedback in one place, easily accessible by the rest of the company.

Feedback 48

Feedback Roadmap Strategy Customers 48

Retently

OCTOBER 19, 2018

Overall, it seems like the easiest way to solve that is to have someone specialized in customer experience in charge of the whole process – both to make sure everything is going as it should and that the majority of the C level can focus on other matters. Well, that’s where the Chief Customer Officer comes into play.

Chief Customer Officer 83

Chief Customer Officer Customer Centricity Call Center Metrics 83

Retently

JUNE 24, 2018

The ability to invite your colleagues to collaborate on the collected customer insights will also accelerate the loop closure. But what if potential customers had the chance to look into others’ feedback directly on your site where they get referred? Looking for reviews on the internet would ease the task.

NPS 99

NPS Net Promoter Score Software How To 99

Lumoa

OCTOBER 31, 2018

Stop organising by function and skill set, start organising by ‘ability to deliver customer success’ create ‘experience teams’ of people with different skills and different core competencies that can manage the entire customer life cycle and reward them together for the achievement of customer success, not completing tasks and activities.”.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160