JustCall

APRIL 5, 2023

What is customer success software, and why use it? Key features Segmenting customers Product engagement Customer monitoring and profiles Prediction features Reporting and dashboards Tools for importing and exporting data Customizable Account-based engagement G2 rating: 4.3 out of 5 stars.

Management 52

Management CRM Analytics Customer retention 52

Nicereply

MAY 26, 2020

Work with data team on CSAT analysis trends. If you’re looking at customer service job postings , you might see a mixture of hard and soft skills listed in the requirements. For example, this technical support posting for DigitalOcean is looking for customer advocacy and communication skills – which are both soft skills.

Customer Service 105

Customer Service Customer advocacy Technical Support Feedback 105

Amity

JULY 4, 2017

From outcome metrics, to usage data, to engagements – there’s a lot of data out there to indicate how healthy your customer truly is. Yet, if you think you’re getting a full picture of your customer, but you’re not asking them exactly how they feel, you’re missing the point.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

aircall

JUNE 30, 2021

Many customers also prefer reaching out to companies via social media channels. In fact, answering a complaint posted online can increase customer advocacy by as much as 25%. On the other hand, failing to address a complaint on social media can decrease customer advocacy by as much as 50%.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

SmartKarrot

AUGUST 4, 2022

Use quantitative and qualitative analysis to drive operational excellence by elevating user experience to ensure adoption and retention. Collaborate interdepartmentally to ensure the voice of customer is evangelized and user experience and product enhancements are continuously improved. Assist with all onboarding of clients.

Customer advocacy 19

Customer advocacy Accountability Customer centricity Education 19

ChurnZero

JANUARY 15, 2021

A customer savvy CSM, whom is part Marketer, part Digital Specialist as well, will head up your digital-led customer strategies, e.g., sophisticated training, self-service onboarding, and community and customer advocacy programs. Ed Powers , Customer Success Consultant. Adam Binder , Founder, Creative Click Media.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

SmartKarrot

JULY 28, 2022

Use quantitative and qualitative analysis to drive operational excellence by elevating user experience to ensure adoption and retention. Collaborate interdepartmentally to ensure the voice of customer is evangelized and user experience and product enhancements are continuously improved.

Customer advocacy 19

Customer advocacy Customer centricity Metrics Education 19

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. Boost customer advocacy and NPS through outstanding customer service.

Customer advocacy 19

Customer advocacy Technical Support Education Finance 19

aircall

FEBRUARY 23, 2017

Customer engagement is something different, it’s a behavior and attitude, an outcome of customer experience. Overall, it’s sensible to consider customer engagement as a metric to be the sum of a customer’s usage of your product, involvement with your services, feelings towards your brand, and likelihood to give you repeated business.

B2B 79

B2B Advertising Customer advocacy Customer retention 79

Amity

JUNE 28, 2017

In the first two parts of this blog series, we argued that while Customer Health Score (CHS) is a helpful metric it is insufficient to address opportunities and challenges with your customers. Following that logic, we should develop a system of combining insights from the two metrics towards a plan of action. quarterly?).

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

CSM Magazine

OCTOBER 26, 2016

Seek out data from a variety of sources at the most granular level; for example, activity tracked by the Internet of Things, real-time interactions with your own Web and e-commerce sites, social media, and online communities such as customer advocacy councils. Link your company’s customer strategy to its overall identity.

Brand ambassadors 66

Brand ambassadors Customer advocacy Consulting Consulting 66

ChurnZero

JUNE 28, 2019

While the situation may have been out of your control, proper analysis and viewing the situation at a 10,000-foot level will allow you to identify and close any service gaps. Poor Fit Customers Aren’t Advocates: As with B2C consumers, B2B buyers are more likely to share an unsatisfied experience versus a positive interaction.

B2B 49

B2B B2C Entertainment Customer advocacy 49

SmartKarrot

DECEMBER 22, 2020

Drive strategy to ensure measurable customer success, retention, and expansion across various customer segments. Deliver meaningful, strategic, and tactical insight to the leadership team through customer feedback, business goals, key performance indicators, and customer analysis.

Customer advocacy 10

Customer advocacy Accountability Customer centricity Coaching 10

SmartKarrot

FEBRUARY 24, 2021

Establish yourself as a trusted advisor to the customers including the building of close executive relationships with key customer stakeholders. Serve as a point of escalation for customer issues, ensuring quick & satisfactory resolutions. Ensure customer delight that drives customer advocacy opportunities.

Customer advocacy 10

Customer advocacy Finance Upselling Accountability 10

CSM Magazine

FEBRUARY 29, 2024

Embrace tools and partners to improve quality monitoring, insights analysis, and real-time responsiveness. Things like voice of the customer analytics, workforce engagement management, and intelligent knowledge management systems. Make customer experience a true organisation-wide priority.

Journey mapping 52

Journey mapping Self service Banking Customer advocacy 52

Totango

MARCH 29, 2022

For Hannah Strickland, a customer success manager at Incident IQ , the use of Totango and HubSpot has been a game changer for her team’s understanding of their customer accounts. Proactively increasing customer satisfaction through product adoption increases an organization’s NPS and customer advocacy and engagement.

Customer advocacy 93

Customer advocacy Upselling Accountability Sales 93

Beyond Philosophy

JUNE 14, 2016

Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled customer experience metrics as “Immature, But Improving”. Lack of taking action based on CX metrics (57%). Poor communication of CX metrics (41%).

Metrics 150

Metrics Customer Experience Consulting Consulting 150

ClearAction

JANUARY 20, 2020

Key driver analysis (advocacy index correlation analysis) opens the door to actionability. Key drivers identify areas where non-customer-facing teams can make a difference. Apply Pareto analysis to customer comments and operations data for each key driver. 10) Close the Loop with Your Customer Base.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

SmartKarrot

OCTOBER 8, 2021

Lead and grow a culture of high-performing CSMs with a focus on team and individual development, organizational metrics, and scorecard results. Represent WHOOP as our senior point of contact to guide customers along their maturation journey and internally advocate for customer needs.

Brand ambassadors 3

Brand ambassadors Upselling Customer advocacy Accountability 3

ClearAction

JANUARY 20, 2020

Key driver analysis (advocacy index correlation analysis) opens the door to actionability. Key drivers identify areas where non-customer-facing teams can make a difference. Apply Pareto analysis to customer comments and operations data for each key driver. 10) Close the Loop with Your Customer Base.

Surveys 90

Surveys Metrics Feedback Chief Customer Officer 90

SmartKarrot

MARCH 8, 2022

An advocate for inclusion and diversity, Dana is proficient in scaling businesses with the help of customer acquisition and retention. A leader, speaker, consultant, coach, and trainer, Dana’s most salient qualities include organizational gaps analysis, discovery, and problem-solving. Daphne Lopes. Ronni Gaun.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

MARCH 14, 2022

Role: Vice President Customer Success – AI Software Location: New York, NY, US (On-site) Organization: BD Strategy Partners As a Vice President of Customer Success, you will evaluate and where appropriate, implement improvements to CS/AM workflow processes. Perform site surveys at customer sites in order to assure site readiness.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Government 3

ClearAction

MARCH 20, 2020

Ideally, you’re focusing on actioning the root causes, and tracking that progress with an internal metric. We did this at semiconductor equipment-maker Applied Materials and found that our internal metrics actually predicted future customer sentiment and financial behaviors. Cash in the Attic.

Customer centricity 62

Customer centricity Feedback Airlines Metrics 62

CustomerSuccessBox

MAY 16, 2022

What is a Customer Success Management Software? A customer success tool is a software with in-built tools to provide a holistic view of your customer’s account health. A Customer Success platform’s major feature is about generating account health based on multiple metrics. Account Health. Accounts Per CSM.

Management 52

Management Upselling SaaS Accountability 52

Amity

APRIL 24, 2017

Even in Marketing, customer advocacy is a huge part of our strategy. We have a “ladder of advocacy” that we try to guide our customers through, and it’s important for us that Marketing relays and amplifies these stories. On top of that, we do a Customer Success Sync (CSS) daily.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

Calabrio

OCTOBER 15, 2019

Using Calabrio Analytics and Sentiment Analysis, Radial identified phrases for and tuned two customer advocacy categories: “advocacy” and “powerless to help.” Radial anticipates material savings this year based on reducing repeat calls and hitting customer metric targets. ANALYTICS COMPETITION WINNERS.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16

SmartKarrot

DECEMBER 3, 2020

Knowing how they became our customers in the first place, initial steps, testing solutions and more will be helpful in providing information later. Improve how customer success is measured. Rethinking customer success metrics can be helpful in driving change. Create an omnichannel customer experience.

Management 10

Management Customer centricity Journey mapping SaaS 10