ClientSuccess

NOVEMBER 22, 2021

From checking in with clients during weekly calls to ‘scoring’ accounts in your CRM, customer sentiment drives many of the strategic projects and growth initiatives for your customers. But did you know sentiment management can also be a customer marketing focus? eBook: 5 Ways To Surprise & Delight Your Customers.

Marketing 52

Marketing Customer advocacy Surveys Engineering 52

Nicereply

MAY 22, 2023

Social media support is an essential part of customer satisfaction strategy for many companies. The key to a successful social media strategy lies in providing customer support through all available channels. For a more comprehensive guide, check out Tips on Social Media Strategy for Your Customer Service.

Complaint resolution 52

Complaint resolution Customer Support Feedback Surveys 52

Amity

DECEMBER 21, 2017

Why not start with some Customer Success videos? 6 TED Talks That Are Surprisingly Relevant to Customer Success. 5 Powerful Videos That Spotlight Customer Advocacy. 2017 Rewind: Your Customer Success Playlist. Here are some pieces around aligning Customer Success and other teams. Need we say more?

Customer advocacy 107

Customer advocacy Best practices Sales Metrics 107

ClientSuccess

OCTOBER 22, 2019

As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or two. There’s no denying that this customer engagement trend is here to stay. Because they spend so much time in the product, advocates often start to dictate the strategy of the product lifecycle. .

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

SmartKarrot

NOVEMBER 2, 2022

Strategic account management is a business practice involving activities like providing customers with the best support and services, thus increasing their consumption of products and services offered by the business. Challenges are inevitable in growing customer accounts. Not all customers are made equal.

Accountability 10

Accountability Management Best practices Customer advocacy 10

inSided

SEPTEMBER 22, 2022

One of the positive things to come out of the past two years of working remotely, and uncertainty during COVID, is an increased focus on Digital Strategies, Digital Customer Success, tech-touch, one-to-many, scaled Customer Success, etc. The need for Digital Strategies will only grow as your company grows. Let's explain.

Education 59

Education SaaS Accountability Best practices 59

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. 5. Advocacy Activity. 8. Net Revenue Retention Rate.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. 5. Advocacy Activity. 8. Net Revenue Retention Rate.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. 5. Advocacy Activity. 8. Net Revenue Retention Rate.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CustomerSuccessBox

MARCH 17, 2022

A Customer Success playbook is a list of proactive, and best practice actions that CSMs must perform! It is a series of tasks that can be delegated to an account or a group of users at different points of their customer journey to help them adopt your product successfully. Customer Advocacy Playbook.

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52

Education Services Group

MARCH 31, 2022

Speakers: Sara Bochino , Vice President of Customer Success at talech , Ari Hoffman, Global Director of Customer Advocacy at Crowdvocate and Megan Macaluso , Sr. Director of Customer Success Strategy at Convercent. Peter Armaly joined Marley Wagner to co-host this month’s Customer Success Unlocked webinar.

Customer advocacy 52

Customer advocacy CRM Accountability Marketing 52

Influitive

JANUARY 16, 2017

Account-based marketing (ABM) is one of the hottest marketing trends right now—and with good reason. Today’s customers don’t want to be treated like just another email address. According to a study by Walker, the customer experience is expected to overtake product and price as a company’s key brand differentiator by.

Accountability 55

Accountability Marketing B2B Personalization 55

SmartKarrot

NOVEMBER 22, 2022

Role: Director, Customer Success Location: Remote, United States Organization: iHeartMedia As a Director of Customer Success, you will work with the SVP, Digital Solutions and lead the efforts for operational excellence of the Account Management team. Continuously research and learn from best practices in the industry.

Best practices 19

Best practices Customer advocacy Government Upselling 19

SmartKarrot

MAY 11, 2023

Role: Customer Success Manager Location: United States (Remote) Organization: Cherry As a Customer Success Manager, you’ll establish connections with a variety of partner practises to promote mutual success by retaining and increasing Cherry transaction volume. Provide white-glove treatment to our most critical customers.

Customer advocacy 19

Customer advocacy Enterprise industry standards Accountability 19

ClearAction

JANUARY 20, 2020

6) Reset CXM Roles as Facilitators of CX Accountability. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. CX strategy and company strategy are intertwined; potential of one is gated by the other.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

SmartKarrot

APRIL 18, 2022

Drive employee engagement and a high-performance culture within the teams, ensuring effective performance management, coaching, and development of the teams, and creating an environment where people can excel through accountability, encouragement, and empowerment. Drives innovation, best practices, and process improvement.

Advertising 19

Advertising Customer advocacy Finance Best practices 19

SmartKarrot

FEBRUARY 18, 2022

Role: Director of Customer Success Location: San Francisco Bay Area, US (On-site) Organization: Gorgias As a Director of Customer Success, you will create and execute scalable strategies to improve customer engagement, CSAT, product usage, and retention.

Customer advocacy 19

Customer advocacy Best practices Accountability Coaching 19

SmartKarrot

NOVEMBER 8, 2022

Role: Director of Customer Success Location: London, England, United Kingdom (Hybrid) Organization: Law Business Research As a Director of Customer Success, you will develop the people, process, and tooling needed to drive meaningful outcomes in the division (GRR, NRR, renewals, customer health, customer advocacy).

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

CSM Practice

MARCH 26, 2017

Customer advocacy has been a hot topic for customer success teams, so this week I sat down with Jesse Goldman , VP of Customer Success at Influitive to learn how he promotes customer success at Influitive through their best-of-breed advocacy program. Who owns customer advocacy at Influitive?

Customer advocacy 49

Customer advocacy Marketing Metrics Feedback 49

Education Services Group

JUNE 12, 2023

Not everyone does it exactly like this, but we’ve seen many a customer journey map in all our years helping businesses build them. While there is no universally accepted, one-size-fits-all model for the journey, we’ve divided it into the five stages that broadly fit CS best practices the most.

Journey mapping 52

Journey mapping Best practices Benchmark Sales 52

SmartKarrot

OCTOBER 19, 2022

Role: Head of Customer Success Location: San Francisco, CA, US Organization: Tread As a Head of Customer Success, you will be leading a team of Customer Success individuals. Setting Customer Success strategy and defining OKRs. Identify cross-sell opportunities across the Reorg product suite.

Customer advocacy 19

Customer advocacy Coaching Banking Accountability 19

ClearAction

JANUARY 20, 2020

6) Reset CXM Roles as Facilitators of CX Accountability. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. CX strategy and company strategy are intertwined; potential of one is gated by the other.

Surveys 90

Surveys Metrics Feedback Chief Customer Officer 90

SmartKarrot

NOVEMBER 15, 2021

Role: Director, Customer Success Location: El Segundo, CA, US Organization: GoGuardian As a Director of Customer Success, you will build a platform Customer Success strategy from the ground up, to improve customer satisfaction and engagement, increase customer lifetime value, and reduce customer churn.

Real estate 19

Real estate Inbound sales Upselling Customer advocacy 19

SmartKarrot

DECEMBER 14, 2022

Determine customer service requirements by maintaining contact with customers; operational and new client implementation teams; conducting surveys; benchmarking best practices; analyzing information for Quarterly Business Reviews. Improve customer service quality results by studying and evaluating processes.

Customer advocacy 19

Customer advocacy Technical Support Benchmark Coaching 19

SmartKarrot

AUGUST 24, 2021

Manage customer success activities, on-boarding and adoption, customer success management, renewals, cross-sell/up-sell sales leads, and customer advocacy. Utilize customer feedback and performance data to drive both true and perceived customer value. with the Product & Tech teams.

Best practices 19

Best practices Customer advocacy Education Accountability 19

SmartKarrot

APRIL 5, 2022

As an Enterprise Customer Success Director, you will build and manage trusted relationships across a small portfolio of accounts to secure the partnership and commitment to strategic customers. Work collaboratively with FullStory’s account team and executives. Role: Director, Customer Success – Atlas.

Brand ambassadors 19

Brand ambassadors Customer advocacy Customer retention Enterprise 19

Education Services Group

MARCH 15, 2023

We owe it to our customers to close the loop! A great customer feedback strategy demonstrates this within our organization and directly with our customers. Customer Success Operations can then compile all this juicy intelligence, organize it, analyze it, and use it to help leaders across the company make better decisions.

Feedback 52

Feedback Surveys Customer retention Customer centricity 52

SmartKarrot

SEPTEMBER 7, 2022

Execute on a customer business outcomes-driven strategy to ensure successful onboarding, adoption, retention, renewal, and expansion of your customer portfolio. Increase overall customer lifetime value through higher product adoption, usage, customer satisfaction and NPS scores.

Customer advocacy 19

Customer advocacy Coaching Upselling B2B 19

SmartKarrot

DECEMBER 3, 2021

Lead the strategy around ongoing customer journey within the direct team to optimize CX, drive renewals, & keep churn rates low. Through strategical thinking and analysis identify profitable strategical solutions for our customers. Demonstrate the continuous value of the solutions by successfully renewing annual customers.

Customer advocacy 19

Customer advocacy Technical Support Education Finance 19

SmartKarrot

APRIL 7, 2022

Drive employee engagement and a high-performance culture within the teams, ensuring effective performance management, coaching, and development of the teams, and creating an environment where people can excel through accountability, encouragement, and empowerment. Drives innovation, best practices, and process improvement.

Customer advocacy 19

Customer advocacy Engineering Coaching Employee engagement 19

Eptica

AUGUST 2, 2017

Equally, some benefits are indirect i.e. they directly benefit the customer which in turn produces an indirect benefit to the organization – such as increased loyalty or customer advocacy. You might also be interested in these posts: Transforming customer experience in local authorities. Addressing the last point.

Technology 48

Technology Benchmark Customer advocacy Best practices 48

SmartKarrot

NOVEMBER 11, 2021

Role: Senior Director, Customer Success Location: Remote, New York, NY, US Organization: Culture Amp As a Senior Director of Customer Success, you will execute and optimize the customer journey for the North America (NA) Named Accounts segments establishing a scalable strategy for driving adoption and growth across the customer base.

Customer advocacy 19

Customer advocacy Technical Support Consulting Consulting 19

SmartKarrot

SEPTEMBER 27, 2021

Role: Director of Customer Success (Nonprofit) Location: Remote, San Francisco, CA Organization: Windfall As a Director of Customer Success, you will train, develop, and mentor a team of Customer Success Managers. Own 50+ strategic accounts including large universities, health systems, and national nonprofit organizations.

Customer advocacy 19

Customer advocacy Government SaaS Engineering 19

SmartKarrot

DECEMBER 16, 2021

Provide strategic direction on revenue expansion in accounts through cross-sell and up-sell opportunities. Build a customer advocacy program to solicit feedback and foster VP+ relationships within all Tier I accounts. Analyze and understand customer churn and work to implement solutions to remedy.

Customer advocacy 19

Customer advocacy Advertising Enterprise Accountability 19

SmartKarrot

JANUARY 11, 2022

Increase renewal rates and reduce churn revenue growth and support new business growth through greater customer advocacy and reference-ability. Focus on building and improving process efficiencies within the Customer Success team to drive exceptional Customer Experience. Seek opportunities to up-sell and cross-sell.

Customer advocacy 19

Customer advocacy Government Accountability Metrics 19

SmartKarrot

JUNE 16, 2022

Be a strategic partner to the Head of the Customer Success practice by continually innovating and improving on both the program offerings and method of how we engage to execute. Oversee the implementation and documentation of best practices across the K1 portfolio to drive impact more broadly across the portfolio.

Customer advocacy 15

Customer advocacy Best practices Government Upselling 15