Thematic

APRIL 17, 2019

I happened to try a design thinking workshop and I remember thinking to myself, “This is what I should be doing!”. Using Insights From Quantitative And Qualitative Data To Drive Product Roadmaps. Alyona: So what was your approach for taking insights from all these sources and using them to drive the product roadmap?

Roadmap 63

Roadmap Analysis Data Company 63

SurveySensum

DECEMBER 4, 2023

Collecting customer feedback is one thing, but understanding how to use it can take time and effort. Customers start to feel like their opinions don’t matter, and when they don’t see any changes, they quietly leave. So, how do you make sense of all this customer feedback and transform it into actionable improvement?

Feedback 52

Feedback Strategy Net Promoter Score Social Media 52

ECXO

OCTOBER 5, 2023

Explore These Amazing Learning Opportunities for Your Organization.​ The best training in the world of Customer Experience is now available at ECXO. Discover how to rapidly increase metrics maturity for urgent modern priorities of trust, value, respect, and values.

ROI 52

ROI Video Government Leadership 52

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one). The reason?

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

CSM Magazine

JULY 11, 2023

Develop a Strong Understanding of Your Market and Customers Successful product managers have a deep understanding of their target market and customers. When working in product management , you must conduct thorough market research, analyze trends, and identify customer needs and pain points.

Management 40

Management Roadmap Trends Communication 40

Clarivate

JULY 16, 2019

Customer experience has been growing rapidly in the last few years because it is one of the most significant ways to differentiate your brand in this increasingly competitive market. Trillion is the annual cost of customer churn due to poor experiences. 67% of customers say they will pay more for a great experience.

Customer Experience 40

Customer Experience Customer Journeys Competitive Advantage Roadmap 40

Clarabridge

MAY 9, 2018

Our tenth annual Clarabridge Customer Connections Conference (C3) event kicked off Tuesday morning in the nation’s capitol at the Gaylord National Convention Center, right in Clarabridge’s backyard. With a roadmap to success, of course! Roadmap to Success: Taking Your CX Program to the Next Level.

CEM 40

CEM Roadmap Contact Center Conference 40

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. Customer-centered management is straightforward business sense. “A Business Sense. True Definitions.

Management 69

Management Customer Experience Management Financial ROI 69

SmartKarrot

MARCH 3, 2022

Role: Director, Customer Success Location: Remote, Chicago, IL, US Organization: Limeade As a Director of Customer Success, you will lead and manage a team of remote SAEs focused on enterprise customers while maintaining high levels of employee engagement, customer satisfaction, revenue retention, and growth.

Customer Success 19

Customer Success Case Study Customer Satisfaction Employee Engagement 19

SurveySparrow

APRIL 26, 2023

Now, whip up a customized learning and development plan that aligns with each employee’s needs and goals. Variety is key, so mix it up with workshops, online courses, mentoring, and more. Consider using metrics like skill proficiency levels, completion of training courses, or other performance indicators.

Tips 52

Tips Measurement Employee Engagement Resources 52

SmartKarrot

FEBRUARY 9, 2023

Role: Head of Customer Success Location: San Francisco, CA, United States Organization: Ikigai As the Head of Customer Success, you’ll manage the onboarding of new clients and ensure a smooth transition from sales. Ensure that our communications and updates are received by all users at each customer.

Customer Success 19

Customer Success Roadmap Culture Customers 19

SmartKarrot

SEPTEMBER 6, 2021

Director of Customer Success Location: Lafayette, Louisiana Metropolitan Area, US Organization: SchoolMint As a Sr. Director of Customer Success, you will manage, grow, professionally develop, and mentor an existing Customer Success team. Work closely with the Sales teams to develop success strategies and customer growth plans.

Customer Success 19

Customer Success e-support Roadmap Customer Satisfaction 19

ChurnZero

MARCH 1, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Reliable Expertise: Developing the domain language and knowledge to maintain the speed of business for the customer (i.e.,

Customer Success 40

Customer Success Return on Investment Customers Roadmap 40

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. or a more detailed query, each question is a step towards understanding what makes your customers tick.

Survey 139

Survey Customer Service Strategy Effort Score 139

SmartKarrot

MAY 10, 2021

Role: Customer Success Manager – Strategic Location: Remote, United States Organization: Premier Group Recruitment As a Customer Success Manager, you will be actively serving a portfolio of assigned North American accounts including major consumer, prosumer, and B2B brands.

Customer Success 10

Customer Success Roadmap ROI Customers 10

SmartKarrot

JULY 2, 2021

Role: Director, Customer Success Location: San Diego, CA, US Organization: Lytx, Inc. As a Director of Customer Success, you will develop and lead a functional strategic plan to support top-level objectives. Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.

Customer Success 10

Customer Success Roadmap Customers Meeting 10

NobelBiz

AUGUST 28, 2023

In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving. From outdated systems to integration complexities, tech challenges can disrupt the rhythm of seamless customer interactions.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Lincoln Murphy.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

Martin Hill-Wilson

JANUARY 25, 2016

The roadmap they share with me shows they intend to travel even further over the coming months. Dip into the growing library of digital transformation, digital disruption or customer experience use cases and you have to admit things are starting to look quite different. This is a thorny topic. It reminds everyone of school.

Omni-Channel 40

Omni-Channel Insurance Multi-Channel Chief Customer Officer 40

SmartKarrot

MARCH 16, 2022

Role: Senior Director, Customer Success Location: Remote, California, United States Organization: Acre As a Senior Director of Customer Success, you will direct and support a team to manage a portfolio of clients, actively working to ensure they are generating the maximum value from the Higg tools and services.

Customer Success 3

Customer Success Roadmap Customers Management 3

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

MAY 28, 2020

A list of Top 8 Customer Success Workshops and Training Programs which is helpful in learning everything about Customer Success Management. #1 1 Customer Success Manager (CSM) Certification. The courses and workshops provide participants the opportunity to earn an industry recognized certification. #2 by ADOPTTEC.

Training 10

Training Customer Success Course Roadmap 10

AWS Machine Learning

OCTOBER 4, 2022

Time series forecasting is a unique and essential science that allows companies to make surgical planning decisions to help balance customer service levels against often competing goals of optimal profitability. The point is to use the backtest metrics to evaluate the performance spread of time series in your dataset provided.

Analytics 74

Analytics Training Data How To 74

CCO Council

OCTOBER 2, 2019

A good friend and colleague, Anne Bowman, commented on a recent article saying, “We need to create human versions of WD-40” to lubricate away the friction between our company and our customers. Friction between you and your customers can ruin the relationship no matter how invested you both are in working together.

Effort Score 40

Effort Score Chief Customer Officer Metrics Roadmap 40

Alida

NOVEMBER 8, 2017

The role of chief content officer is becoming increasingly important as organizations seek to unify goals, deliver valued customer experiences and accelerate change. But putting customers at the forefront of strategic decision-making isn’t always easy. It’s simple; we are nothing without our customers.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Gainsight

AUGUST 10, 2020

Imagine how excited I was last year when Gainsight and over 60 of the top Customer Success executives in the world decided to pay us a visit for the 2019 Pulse CxO Summit. As the leaders of Customer Success and Product Experience, we at Gainsight feel an obligation to the executives, customers, and the industry as a whole.

Leadership 59

Leadership Groups Customer Success Hotels 59