Gainsight

SEPTEMBER 8, 2021

What about systems administration? They can be a massive force-multiplier for CS Ops, but they can’t own the responsibility for using systems and processes to improve CS’s NRR or scalability for four reasons: Who’s going to tell them what to do? CS leadership time spent on operational tasks (such as account assignments).

Marketing 105

Marketing ROI Leadership Analysis 105

CX Workout - Ideas Blog

NOVEMBER 3, 2020

And why would anyone still use outdated CX/EX metrics and long, boring surveys that rarely drive actionable insights? To compete effectively, it takes full alignment between CX, EX, User Experience (UX), Data, IT, Marketing, and Systems. Mostly because traditional CX metrics are not actionable. The Decooda CX I.Q.

Net Promoter Score 98

Net Promoter Score Effort Score Analysis Employee Experience 98

Gainsight

APRIL 2, 2021

Her role is directly involved with leadership and customer success. Part of the resulting roadmap involves Melissa making changes in Gainsight to help the organization become more efficient. . As they establish goals to drive for, they create roadmaps to accomplish them over the next year.

Roadmap 52

Roadmap Leadership Customer Success Analysis 52

West Monroe

DECEMBER 20, 2022

This article was originally featured in the December 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. We are interested to see how that metric moves in this year’s survey, given recent economic developments.

Metrics 52

Metrics Roadmap Leadership Analytics 52

West Monroe

DECEMBER 20, 2022

This article was originally featured in the December 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. We are interested to see how that metric moves in this year’s survey, given recent economic developments.

Metrics 52

Metrics Roadmap Leadership Analytics 52

West Monroe

JUNE 1, 2023

Where new CPO priorities are shifting In today’s resource-constrained moment, CPOs will need to have greater financial fluency, meet key data-driven metrics, and collaborate with other C-suite leaders to drive strategic growth. Here’s how they can seize the opportunity.

Return on Investment 52

Return on Investment Culture Metrics Roadmap 52

ClearAction

NOVEMBER 26, 2017

Like a good circulatory system, MO enables blood flow between Marketing & other groups. Alignment of data, forecasts & metrics leads to more predictable results. Large orgs combining = disparate systems + information silos + competing cultures. Sustainable market leadership. Compliance leadership.

Marketing 70

Marketing Roadmap Competitive Advantage Leadership 70

ECXO

MAY 11, 2023

This understanding will help you identify gaps and opportunities for improvement and develop a roadmap for transformation. Once you have assessed your company’s current state of customer experience management, you can identify areas for improvement and develop a roadmap for transformation. Where should you do next?

Customer Centricity 52

Customer Centricity Customer Journeys Self Service Culture 52

Gainsight

APRIL 14, 2022

Often, it’s about leadership. But time and again, we’ve seen that VPs of CS shouldn’t split their job between executive leadership and operations. One final sign that you need to call in the CS ops big guns is when your executive team is starting to request CS metrics be presented at your company’s board meetings. Well done! .

Chief Customer Officer 52

Chief Customer Officer Leadership Report Customer Success 52

ChurnZero

JULY 2, 2020

Consistency is a sign that you’re getting to a good place where you’re not just creating one-off projects or moments of customer centricity, but rather company-wide networks and systems that support it. Because if you tie yourself to overall business P&L metrics, it makes so much more sense, and you can get so much more done.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

West Monroe

FEBRUARY 23, 2022

This article was originally featured in February 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. In a recent Manufacturing Leadership Council study , only 3% of respondents saw this as the eventual state of their factory model.

Leadership 52

Leadership Culture Training Technology 52

Second to None

FEBRUARY 12, 2021

Sharing customer feedback and employee feedback throughout your organization is important because it: Signals to your organization that your customer’s experience is a priority, Indicates a willingness to transparently share performance metrics and results, and. Create a clear road map. Automate, automate, automate.

Communication 62

Communication Customer Experience Report Roadmap 62

Playvox

JANUARY 11, 2024

While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). According to a study by Joseph Folkman, a behavioral statistician, leaders who exhibit very poor candor (bottom 10%) were in the 20th percentile of overall leadership effectiveness.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

ClearAction

MAY 3, 2019

It’s grossly insufficient to connect databases and software systems as your digital strategy. 1) Visionary Leadership. What’s needed more than technology or business rules for digital experience success is visionary leadership. Visionary leadership transformation precedes technology. Why is “being digital” a necessity?

Trends 48

Trends Customer Journeys Leadership Customer Centricity 48

Gainsight

JULY 11, 2023

A few years later, in 2012, my company was acquired by SPS Commerce (NASDAQ SPSC), and as part of that acquisition, I joined their leadership team. Staging Our Next Act Though our growth was solid and steady, and by all operational and financial metrics, we were making significant progress, my leadership team knew we could accelerate.

Leadership 40

Leadership B2B Competitive Advantage CRM 40

SmartKarrot

DECEMBER 13, 2022

Project manage, organize, and prioritize high volumes of requests utilizing SalesForce and other internal systems to ensure timely and accurate responses to customers. Provide proactive thought leadership on customer strategy and roadmap, account governance, and reoccurring strategic discussions with both customer and SI.

Customer Success 19

Customer Success Roadmap Leadership Government 19

North Highland

APRIL 3, 2019

The great ideas, improvements, and innovation resurfaced when we convinced the leadership team to rebalance the appraisal to focus on and reward both production and innovation. Lack of structure for supervisors often leads to inconsistent use of self-identified metrics and documentation of objectives. The Opportunities.

Management 58

Management Culture Feedback Metrics 58

AWS Machine Learning

SEPTEMBER 1, 2023

ML operationalization summary As defined in the post MLOps foundation roadmap for enterprises with Amazon SageMaker , ML and operations (MLOps) is the combination of people, processes, and technology to productionize machine learning (ML) solutions efficiently. Our approach applies to both open-source and proprietary models equally.

Training 104

Training Effort Score Examples Data 104

SmartKarrot

DECEMBER 1, 2022

Role: Customer Success Specialist Location: Irving, TX, United States (Hybrid) Organization: Injala As a Customer Success Specialist, you will examine client Requests (problems with the system and requests for enhancements) to determine both severity and priority. This includes separating system defects from user errors.

Customer Success 19

Customer Success Roadmap Metrics Customers 19

SmartKarrot

NOVEMBER 22, 2022

Be the voice of your team to other departments and leadership – escalate issues that impact the customers or inhibit the employee’s ability to succeed. You will partner with leadership across sales, ops and account management to ensure governance and standard best practices are not only in place but followed. NPS, usage metrics, etc.

Customer Success 19

Customer Success Roadmap Leadership Government 19

SmartKarrot

NOVEMBER 7, 2022

Role: Head of Customer Success Operations Location: Remote, United States Organization : Quickbase As a Head of Customer Success Operations, you will collaborate with the VP, GTM Ops and Enablement as well as FP&A and executive leadership in the creation of the Annual Operating Plan (AOP). Apply here: [link].

Customer Success 19

Customer Success Case Study Roadmap Leadership 19

SmartKarrot

APRIL 27, 2022

Role: Vice President of Customer Success Location: Remote, New York, United States Organization: Storm5 As a Vice President of Customer Success, you will understand the account structure and its partner eco-system to formulate a way of working & onboarding plan and executing the same.

Customer Success 19

Customer Success Roadmap Government Customers 19

SmartKarrot

AUGUST 2, 2022

Role: Vice President of Customer Success Location: Richmond, VA, US (On-site) Organization: ProspectBlue As a Vice President of Customer Success, you will be a key member of the leadership team, reporting to the President. Create a company-wide Member feedback loop, identifying pain points, and member needs to inform the product roadmap.

Customer Success 19

Customer Success Leadership Roadmap Customers 19

Bold360

AUGUST 18, 2020

The CEM study, Short-Term Wins And Continuous Optimization: The Roadmap To Customer Engagement Success , makes it clear that your CEM matters a great deal to your employees, customers and your bottom line: “Customer expectations continue to evolve, and so too must [your] customer engagement practices to meet key CX and business goals.”.

Self Service 52

Self Service Customer Engagement CEM Engagement 52

SurveySensum

FEBRUARY 14, 2024

Integration: Confirm that the feedback tool seamlessly integrates with your existing HR software or management systems, enhancing accessibility and tracking. Look for options with APIs or integration features compatible with popular HR systems. Provides leadership with visibility into the output of individuals, teams, and departments.

Tools 52

Tools Feedback Analysis Survey 52

SmartKarrot

DECEMBER 3, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Robert Walters As a Vice President of Customer Success, you will work with the leadership team to define CS metrics and develop systems to effectively track these. Identify opportunities and lead upsell/cross-sell deals from start to finish.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

SmartKarrot

JANUARY 21, 2022

Build sustainable and scalable customer success systems to support both our high growth and enterprise customer base. Help set and track towards company-wide expansion, retention, and churn metrics. Work closely with product leadership to help deliver roadmap feature requests across the entire customer base.

Customer Success 19

Customer Success Multi-Channel Roadmap Leadership 19

Gainsight

JUNE 11, 2021

The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic. ONE Powerful Word That Can Transform Your Customer Relationships with the incredible Nils Vinje, Founder and CEO at Glide Consulting and 30 Day Leadership. Human-First Customer Success.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

Avaya

OCTOBER 10, 2016

Here’s the Avaya roadmap to establishing a successful culture with better processes and metrics: Change Your Culture. We also created a cross-functional culture of teamwork through various councils, metrics, and sheer force of will, establishing the CEO Quality Award for excellent team performance in the pursuit of quality.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Roadmap 40

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

SmartKarrot

FEBRUARY 24, 2023

Participate in a data-driven reporting system to produce KPIs and metrics that can be used to evaluate, monitor, and improve every facet of our interactions with customers. Update the leadership and cross-functional teams on the priorities for the products that the customers want.

Customer Success 19

Customer Success Transportation Roadmap Customers 19

SmartKarrot

JANUARY 11, 2022

Build and lead the world-class Customer Success team by developing and refining processes and procedures to meet/exceed defined KPIs and metrics of success. Provide reporting and metrics to Executive leadership on the progress against set strategy and objectives. Seek opportunities to up-sell and cross-sell.

Customer Success 19

Customer Success Roadmap Metrics Sales 19

SmartKarrot

APRIL 7, 2022

Define operational metrics for the group, and measure the Effectiveness of Customer Success. Collect product feedback and influence the product roadmap and go-to-market strategy. Implementing a system to document and communicate product feedback to relevant teams including Product, Engineering, Sales, Marketing, and Operations.

Customer Success 19

Customer Success Self Service Roadmap Knowledge Base 19

Qualtrics

JUNE 25, 2020

Leadership is fundamental to change. A common topic Godin revisits throughout all his work is the importance of leadership. There is no set roadmap for success in our new reality. It’s one of the reasons why leadership is critical to moving forward. Find new metrics to measure. That’s the future. asks Godin.

Marketing 26

Marketing Competitive Advantage Advertising Leadership 26

Natalie Petouhof

AUGUST 15, 2022

I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. First, when CX is great, both top- and bottom-line metrics improve, not just short-term, but long-term as well.

Customer Centricity 52

Customer Centricity Advertising Culture Technology 52

AWS Machine Learning

APRIL 22, 2024

This guide can be used as a roadmap for integrating generative AI effectively within sustainability strategies while ensuring alignment with organizational objectives. A roadmap to generative AI for sustainability In the sections that follow, we provide a roadmap for integrating generative AI into sustainability initiatives 1.

Roadmap 112

Roadmap Competitive Advantage Innovation Self Service 112

SmartKarrot

MAY 20, 2022

Collaborate and communicate with product and engineering colleagues to influence client success initiatives within the product roadmap. Own and drive key business metrics such as multi-product activation, renewal revenue, and LTV. Provide visibility to leadership on customer initiatives.

Customer Success 19

Customer Success Roadmap Customers Sales 19