Gainsight

SEPTEMBER 28, 2022

Simplicity should impact: How you innovate: As your company and customer base matures, it can be appealing to plot every little feature request onto your product roadmap (especially the ones coming from your largest, highest-paying customers). Have clarity and reasoning behind your roadmap. How to keep things simple.

How To 52

How To Roadmap NPS Fashion 52

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In All of the above (and more).

Customer Success 59

Customer Success Company Management Roadmap 59

Gainsight

MAY 13, 2020

Given that new sales will likely decrease, there has never been a more crucial time to support your existing customer base. Using Gainsight, they are able to map use cases and urgency into a roadmap which is translated into a Customer Success Plan that both the CSM and the customer have alignment around. What is ‘The Build Trap’?

Roadmap 59

Roadmap ROI NPS Customer Success 59

SurveySparrow

DECEMBER 14, 2020

Happier customers improve sales and ensure a stable revenue base for your business. A well-managed customer experience involves active oversight of all aspects of your customer journey, including ROI. When looking into revenue data, eliminate factors such as reduced costs, and only factor in the revenue generated by sales.

Customer Experience Management 52

Customer Experience Management Measurement Customer Experience Net Promoter Score 52

SurveySensum

OCTOBER 4, 2023

Cost Consider the pricing structure and ROI potential, as cost-effective feedback tools can help automotive businesses make informed decisions while optimizing resources. It empowers you to deploy CSI, SSI, NPS , CSAT, onboarding, and other VOC surveys to gauge the pulse of your automotive customers.

Automotive 52

Automotive Tools Feedback CRM 52

Gainsight

APRIL 26, 2019

In the “final frontier” there isn’t a roadmap to follow. Understands larger financial model and helps with (1) self-funding paid CS or (2) delivering clear ROI from CS. Sales Alignment. Complains about the Sales team. Deeply aligned with the Sales team. Measures NPS and retention solely.

Leadership 79

Leadership Customer Success Roadmap Conference 79

ChurnZero

AUGUST 30, 2019

It was a 1-day turbo-charged event in San Francisco with the best-of-the-best in Sales, Marketing, and Customer Success. Product-led strategies + distributed teams + retention-vs-newbiz = throw away old sales playbook. Split out Sales and Account Management . Pay Attention to Net Promoter Score (NPS). Focus on Retention

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

Wootric

AUGUST 29, 2018

There’s been a lot said about the value of talking to your customers before you build the product to ensure market fit, but very little said about continuing the conversation past marketing and past the sale. word of mouth), creating a virtual sales army, which leads to: Decreased cost-to-acquire. The value of CX quantified.

Net Promoter Score 65

Net Promoter Score Effort Score NPS Survey 65

SurveySensum

JULY 11, 2023

Companies that succeed at customer experience increase their sales at a rate that is 4-8 percent higher than the market average. This results in repeat purchases, boosting your sales and customer loyalty. They want to make customers feel special, create lasting memories, and build a community of happy customers.

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

ChurnZero

DECEMBER 20, 2019

C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales. I recommend looking to Sales/Sales Op erations teams as the guide. Sales won’t pass GO and collect until a customer is successful. . Sales and CS collaborations create “pods” of sales.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

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. Work closely with the Field Sales Team on identified opportunities for expansion within your accounts.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

SmartKarrot

MARCH 7, 2022

Define, drive, and demonstrate the value (ROI) delivered to Urbint’s customer base. Be the voice of the customer and provide inputs and feedback into other parts of the organization including; Product, Sales, Engineering, Machine Learning, and others. Deliver key success metrics such as NPS and Net Recurring Revenue.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

SmartKarrot

AUGUST 12, 2021

Role: Director, Customer Success Location: Santa Barbara, CA, US Organization: Tapjoy As a Director of Customer Success, you will oversee the Customer Service function and will partner with the Sales, Operations, and Product teams to ensure the best possible customer experience. Hire, train and retain a high-performing customer success team.

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

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. Develop programs to turn Whistic customers into raving fans, delivering high NPS and a collaborative relationship with key customers.

Customer Success 19

Customer Success Self Service Roadmap Customer Journeys 19

ClientSuccess

OCTOBER 10, 2017

Some metrics that CSMs should pay attention to during this stage include customer engagement numbers, types of content customers are engaging with (which often highlights the features they’re interested in), as well as interest in any marketing materials that deal with the customer success process or roadmap. Evaluation Stage. Buying Stage.

Metrics 40

Metrics How To Effort Score Customer Success 40

ChurnZero

AUGUST 23, 2019

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. There was also mentioned of combining Revenue, Marketing, Sales, Customer Success ops to one team. Say- in the next 90 days we’re going to implement an NPS process. What was the sales process?

NPS 40

NPS Customer Success Effort Score Sales 40

SurveySparrow

MARCH 26, 2021

A GTM strategy provides a roadmap for businesses to understand the relevancy and impact of their marketing and sales strategy. Pricing is a reflection of every aspect of your go-to marketing strategy, right from how you involve sales and marketing to the way you present the product to prospective customers.

Strategy 52

Strategy Marketing Advertising Airlines 52

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. Create a process for measuring customer experience and satisfaction such as tracking NPS and involvement with the Customer Advisory Board.

Customer Success 10

Customer Success Roadmap NPS Leadership 10

Qualtrics

JULY 9, 2019

Over the last 20 years, businesses have been inundated with operational data to help them optimize customer, employee, product and brand experience — we have sales figures, cart abandonment rates, win rates, profit, employee attrition, and thousands of other data points to help us fine-tune the machine. Getting to grips with X-Data.

Abandon Rate 26

Abandon Rate Social Media Transportation Data 26

SmartKarrot

NOVEMBER 19, 2020

Role: Customer Success Director, North America Location: Newton, MA, US Organization: CyberArk As a Customer Success Director, you will be responsible to accelerate time to value and drive higher product adoption by aligning customer goals to education, adoption roadmaps, and regular engagement with the customer. on usage, NPS), and others.

Customer Success 10

Customer Success Consulting Roadmap Government 10

CustomerSuccessBox

JUNE 8, 2022

We’re seeing issues with, you know, companies not that our product lead and not having the product team own the churn rate, we’re seeing sales teams, bringing in customers that are completely not aligned with the main business use case that are not a good fit for the company and they churn. Absolutely.

Management 52

Management How To Effort Score Customer Success 52

InMoment XI

APRIL 3, 2024

This includes communicating with a brand via social media, making a purchase online, receiving an email or text confirming an order, providing user feedback on online channels, using a company app, operating a digital kiosk or point-of-sale terminal, or even simply visiting an organization’s webpage. References Fullstory.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

SmartKarrot

SEPTEMBER 24, 2020

SaaS sales are different from traditional sales. Hence, there is no such thing as post sales in customer success organizations. There’s first sale, then next, then next and so on. And product management must consider these inputs for charting their roadmap. This is measured through Net Promoter Score (NPS).

Customer Success 10

Customer Success Company Net Promoter Score NPS 10

SurveySensum

SEPTEMBER 11, 2023

In traditional business, success is often measured by the number of products sold, and the emphasis is on acquiring as many customers as possible with a one-time sale. 4 SaaS KPI Categories Your SaaS KPIs should cover these four main areas – sales & marketing, revenue, product usage, and customer experience.

Metrics 52

Metrics Effort Score Net Promoter Score Measurement 52

SmartKarrot

JUNE 27, 2022

Role: Director, Customer Success Location: Remote, Maryland, United States Organization: Riverbed Technology As a Director of Customer Success, you will manage customer success metrics including ARR retention and growth and customer satisfaction (NPS). Sales process management and opportunity closure.

Customer Success 3

Customer Success Roadmap Metrics Customer Satisfaction 3

CustomerSuccessBox

JUNE 8, 2021

Conduct strategic Business Reviews(EBR and QBRs) to understand the customer lifecycle milestones, and also to communicate the value of the product and showcase product ROI. Effectively communicate customer learnings to the sales and product team to help direct the roadmap of the company. Lead Cross-Functional Team.

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

SurveySensum

JULY 14, 2020

Shane Goldberg has 20 of experience across customer experience, business improvement, sales operations, and product management. James has worked with both start-ups & top S&P 500 organizations, including co-founding a successful iGaming business that was successfully exited through sale to a U.K. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Retently

AUGUST 26, 2019

There are plenty of reasons to use feature request boards: It makes your customers feel like their voices are actually heard, and that they’re actively contributing to your product roadmap. As for what types of surveys you can use, here are your options: NPS (Net Promoter Score). NPS Survey Template. NPS Survey Template.

Feedback 87

Feedback Social Media Effort Score Net Promoter Score 87

ClearAction

AUGUST 6, 2019

Customer insights from CRM and the Sales team inform the rest of Marketing about what customers want to know and learn about. Sales Enablement: Information from journey and persona research helps Sales to put themselves in customers’ shoes and understand what customers need. Analyzing Customer Insights.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

Gainsight

MAY 3, 2020

Remote work, a rapidly shifting product roadmap, and a demand to support existing customers have led to a tighter integration to improve retention. User Sentiment : NPS, Ratings, Release/ Feature-specific feedback to capture results/ outcomes/ ROI . Increased needs of ROI for the customers. In-App Guides/Survey.

Customer Success 59

Customer Success Customer Experience Roadmap ROI 59

Chattermill

JUNE 25, 2019

There is no need to log into a different system to view NPS, CSAT or surveys responses and email various departments for CSV files of data stored in excel. Embed customer-centric goals into all company efforts from sales pitches to marketing, UX, and accounting. Share the company vision across all teams, departments, and roles.

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45

Gainsight

AUGUST 14, 2019

You then have to optimize users’ ROI, increase adoption, and accurately discover your customer journey bottlenecks. No matter their velocity, organizations rapidly capitalize on sales, marketing, and business data analytics to derive the necessary results in regards to revenue. Which features bring the majority of revenue?

Metrics 107

Metrics Analytics Effort Score Measurement 107

SurveySparrow

JANUARY 23, 2019

NPS asks a simple question to its customers that shows how likely they are to recommend the brand’s product to their peers. NPS surveys are effortless for customers to complete and it can be used at many customer touch-points, it can be used to post a sale or during a customer interaction. Net Promoter Score. Conclusion.

Measurement 72

Measurement Customer Experience Effort Score First Call Resolution 72

Waypoint Group

AUGUST 1, 2018

, then your customer feedback program ought to go well beyond just measuring Net Promoter Score (NPS) / customer sentiment and instead be oriented to capture the voice-of-customer. An Insight-to-Action process drives ROI, starting with candid DIALOGS centered on your customers’ needs. Summary: True loyalty isn’t just retention.

Loyalty 56

Loyalty Net Promoter Score Connections e-support 56

Wootric CX Blog

AUGUST 4, 2020

In a sense, they become your virtual sales army. And we’re going to explain how it all works, and how you can start using it to get better ROI for your business right now. How much you spent on sales & marketing in a given time period (learn more about this here ). *The Customer Acquisition Cost (CAC).

Metrics 52

Metrics Effort Score Net Promoter Score Self Service 52

Waypoint Group

MARCH 20, 2019

Internal stakeholders (Product Management, Support, Training, Marketing, Sales, Services) are starving for information that can improve their own results. These folks need a rapid diagnosis from their feedback with templated processes and best practices that raise the ROI to show their management how they are contributing to the business.

Engagement 40

Engagement Customer Engagement Feedback How To 40

Amity

FEBRUARY 10, 2017

I was a pre-sales consultant and focused on helping sales land customers. Around 2007, I decided to move into the post-sales world because I wanted to get closer to the product, to the value proposition, and to the customer challenges that can be addressed through software.

Customer Success 48

Customer Success Marketing Effort Score Net Promoter Score 48