Thematic

APRIL 17, 2024

Analyze for actionable insights: Customer experience analytics identifies the key pain points and opportunities. Analyze the data to determine the main drivers of loyalty or satisfaction, and ways to optimize experiences for different customer segments and across the customer journey. Did sentiment improve?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Analyze for actionable insights: Customer experience analytics identifies the key pain points and opportunities. Analyze the data to determine the main drivers of loyalty or satisfaction, and ways to optimize experiences for different customer segments and across the customer journey. Did sentiment improve?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

SurveySparrow

DECEMBER 14, 2020

To implement it well, though, you need to be able to measure returns on your customer experience strategy. Identifying such potholes is key to a good customer experience. You might ask – How do you measure returns on customer experience? But measuring returns on customer experience is not that difficult.

Customer Experience Management 52

Customer Experience Management Measurement Customer Experience Net Promoter Score 52

Innovative CX

MARCH 24, 2023

In the latest “National Customer Rage Survey”, conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. How exactly have customer expectations changed, then? So, there it is.

Customer Service 52

Customer Service Chatbots Conference Customer Journeys 52

Gainsight

JULY 5, 2022

However, to completely leverage the expanding customer success effects, your CS leader needs an individual or team to help map out the where, when, and how customer success intersects your daily operations and transforms your customers’ journey. Ready to provide education for onboarding and customer usage.

Roadmap 59

Roadmap Return on Investment Customer Journeys Customer Success 59

Thematic

APRIL 3, 2024

It encompasses both direct feedback – what customers explicitly tell you through surveys, reviews, or conversations – and indirect feedback –  the behaviors, preferences, and sentiments expressed through actions like website interactions, purchase patterns, and social media engagement. " mentality.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

CSM Magazine

NOVEMBER 18, 2022

For organization leaders, buy-in involves a commitment to supporting the program and sustaining it until it is developed, recognizing that these programs build over time, and that you must commit to act in order to turn VoC insights into ROI. Build a VoC program with the customer in mind. Turn your VoC into action.

ROI 52

ROI Touchpoint Voice of Customer Consumers 52

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping. No common tools or process.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

Gainsight

MAY 13, 2020

Most strive for it, build roadmaps around it, and even sell it to prospective buyers. . Interestingly, when you are a leader in a particular space, like Gainsight is in Customer Success technology, the right path consists of multiple important pillars, all connected and working together. For us, the pillars are always very clear.

Roadmap 59

Roadmap Innovation Customer Journeys Analysis 59

ChurnZero

SEPTEMBER 20, 2019

Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. Track the progress your customers have made towards solving these problems with your solution. Make sure they’re onboard with this roadmap.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

SurveyGizmo

DECEMBER 21, 2022

When you segment by your consumers’ previous histories of engagement, you can more effectively inspire mobile engagement and increase customer retention. Shifts in sentiment Customer sentiment is the emotion behind customer engagement. However, surveys can also help understand why customers are happy or make repeat purchases.

Customer Engagement 52

Customer Engagement Feedback Engagement How To 52

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2. 2 Forrester Research, 2012.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

Totango

JANUARY 7, 2020

Your customer onboarding workflow should be guided by real-time customer experience data. By closely monitoring customer progress through onboarding with an effective system designed to take action based on customer progress, you can measure their performance against results-focused goals that you know will lead to success.

How To 72

How To Roadmap Meeting Customers 72

CSM Practice

OCTOBER 10, 2018

Measuring Your Team’s Health. 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. Relationship: Your customer engagement model.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2. 2 Forrester Research, 2012.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

SurveySensum

JULY 11, 2023

It ensures that their customers have a similar experience, whether they are browsing products on their website, exploring the aisles of their physical stores, or seeking assistance over the phone. By maintaining consistency, IKEA builds trust with its customers, fostering a sense of reliability and dependability. It doesn’t end here.

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

CSM Practice

OCTOBER 10, 2018

Relationship: Your customer engagement model. ROI: How and when do you demonstrate that your solution generates value I classified various choices in each pillar into four buckets from Undeveloped via Emerging and Expanding to Conquering. 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

Relationship: Your customer engagement model. ROI: How and when do you demonstrate that your solution generates value I classified various choices in each pillar into four buckets from Undeveloped via Emerging and Expanding to Conquering. 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

CX Journey

NOVEMBER 6, 2014

Who on your team has time to roadmap and communicate your customer experience vision and execute the comprehensive VoC strategy to inform that plan? Be realistic, though, measuring goals against actual and forecasted bandwidth. A vendor can also assist with an ROI model that helps justify your CX budget.

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

SmartKarrot

JUNE 22, 2022

Role: VP, Customer Success Location: Pleasant Grove, UT, US (Hybrid) Organization: Whistic As a VP of Customer Success, you will develop and execute a strategic roadmap for the customer success organization. Measure and improve customer success KPIs.

Customer Success 19

Customer Success Self Service Roadmap Customer Journeys 19

SmartKarrot

APRIL 26, 2022

Apply here: [link] Role: Director of Customer Success Location: Remote, United States Organization: Apollo GraphQL As a Director of Customer Success, you will lead and scale a world-class Customer Success organization. Partner with Product on aiding the development and growth of existing and new products for the customers.

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

ClearAction

AUGUST 6, 2019

Customer Journey Insights Increase Marketing Impact Lynn Hunsaker. Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Customer-Focused Mindset.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

InMoment XI

APRIL 3, 2024

In other words, these touchpoints include a broad range of interactions and are constantly growing to encompass an ever-greater portion of the customer journey. Why is Digital Customer Experience Important? The digital customer experience has become an essential part of the way that consumers navigate the marketplace.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

GetFeedback

JANUARY 27, 2020

ROI: If VoC results aren’t tied to clear financial metrics or business goals, you can’t validate the impact of your program. It’s a great idea to start by mapping out your customer journey, which will help you visualize the business issues that currently impact customer touchpoints. Step 1: Know where to start.

How To 221

How To Customer Journeys Feedback Survey 221

CustomerSuccessBox

JUNE 8, 2022

So this is the type of symptoms that we sometimes see as key churn reasons when your customer success function is not proactive enough to set up the right, you know, policies and processes with customers to ensure that these kinds of things are mitigated for the most part. Q: What should be the KPIs for measuring churn?

Management 52

Management How To Effort Score Customer Success 52

SmartKarrot

OCTOBER 13, 2023

Onboarding is an underlying phase in the customer journey, setting the tone for the entire lifecycle of the customer-product relationship. They report that customers who undergo a comprehensive and efficient onboarding experience are 75% more likely to stay with that company for three years or longer.

ROI 10

ROI Analysis Training Feedback 10

SmartKarrot

DECEMBER 3, 2021

Scale and improve process and tools by up-leveling & implementing new tools that further critical areas of customer growth, such as KPI benchmarking, customer training and education, NPS surveys, and customer feedback. Communicating measurable value and proactively identify development needs at our customers.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

SmartKarrot

OCTOBER 25, 2021

Build the process of working with SheerID’s largest customers and partner with Sales in developing a roadmap for revenue growth and retention. Partner with EMEA Sales Leadership to develop the plan for Customer Success expansion into that region.

Customer Success 19

Customer Success Roadmap ROI Customers 19

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

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Education Services Group

MAY 27, 2022

You need a complete picture of your Customer Success organization’s maturity. I hear it all the time—people want to baseline for the purpose of showing future progress, but don’t want to or can’t adequately measure the variables needed to baseline. Don’t let the Customer Success Plan become outdated. ESG offers this service.

Customer Success 52

Customer Success Metrics Effort Score Customers 52

SmartKarrot

OCTOBER 20, 2020

Role: VP, Customer Success Location: San Diego, CA, US Organization: HashiCorp As a VP of Customer Success, you will be accountable for the success of the HashiCorp customer journey as measured by both the gross and net revenue retention for each customer segment.

Customer Success 10

Customer Success Roadmap ROI Customers 10

SmartKarrot

OCTOBER 21, 2020

Role: Vice President Customer Success Location: Salt Lake City, UT, US Organization: Collective Medical As a Vice President of Customer Success, you will be responsible for leading, expanding, and mentoring the Customer Success team by setting their strategy, goals, and objectives. Build personal relationships with key accounts.

Customer Success 10

Customer Success Roadmap ROI Touchpoint 10

Totango

FEBRUARY 5, 2019

It’s about proactive customer success , not reactive customer service. ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement. That information is then turned into customer solutions that create an ongoing revenue source across the entire customer journey.

ROI 76

ROI Customer Success Strategy Effort Score 76

SmartKarrot

MARCH 24, 2021

Establish and measure Key Performance Indicators. Identify unmet needs and opportunities for customer experience enhancements. Partner with our product and development teams and influence the roadmap by translating client asks, needs, and wants. Deliver ROI on every account within your portfolio.

Customer Success 10

Customer Success Social Media Roadmap Consulting 10

Pointillist

AUGUST 14, 2018

Customer journey analytics is a whole new approach to analytics that involves having a journey-based mindset and being customer-obsessed. How you deploy customer journey analytics organizationally—and not just the software you choose—will make all the difference for achieving long-term success.

Customer Journeys 41

Customer Journeys Analytics How To Metrics 41

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. If so, you are not alone.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43