Totango

DECEMBER 6, 2021

Older approaches viewed the customer journey from the perspective of the seller, visualizing the customer experience as a linear progression toward sales conversion using the image of a funnel channeling prospects toward sales. Automated workflows can then be set up to implement best practices that promote desired outcomes.

SaaS 92

SaaS Best practices Journey mapping Customer advocacy 92

GetFeedback

JANUARY 15, 2020

Customer experience (CX) is an ever-evolving industry with unexpected twists and turns. Our first interview is with the amazing Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. . Yes, Customer experience is not just the service part — the place, the product, and much more.

Customer advocacy 60

Customer advocacy Self service Coaching Feedback 60

CustomerSuccessBox

MARCH 17, 2022

You should connect your company’s targeted outcomes to your client’s desired outcomes in order to do so in a customer-centric manner. Use the Customer Success Playbook to synchronize those two sets of objectives. A Customer Success playbook is a list of proactive, and best practice actions that CSMs must perform!

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. 5. Advocacy Activity.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. He is a complete customer-centric growth mastermind.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

InGenius

DECEMBER 19, 2019

Contact Center Productivity: Transforming the omni-channel customer experience. All companies are shaped by their customers. And the means by which our customers communicate with us has a profound and direct impact on their perception of us, not to mention their willingness to do business with us. Pretty good for 2019!

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

Totango

OCTOBER 13, 2020

Each of these people might have different goals, which is why strong customer relationships and leveraging Voice of Customer information to create customer advocacy is critical. You find these customers by tracking customer data. . So, how do you spot your potential advocates? Spot the Potential Advocate.

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. 5. Advocacy Activity.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. 5. Advocacy Activity.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

Education Services Group

JULY 18, 2023

But these maps can also be instruments of positive change in your organization – representing both the current state of your customer experience and what it could be in the future. need a customer journey map? Customer journey maps are necessary to maximize and optimize the customer experience from every angle.

Journey mapping 52

Journey mapping Customer centricity Customer Experience Surveys 52

ChurnZero

DECEMBER 20, 2019

As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

JULY 2, 2020

Apply here: [link] Role: Customer Success Manager Location: Remote- Denver, CO, US Organization: Red Canary As a CSM, You will have to act as a trusted partner for your customers on product functionality, build strong customer relationships and delivers customer-centric solutions.

Customer advocacy 10

Customer advocacy Enterprise Accountability Education 10

SmartKarrot

JUNE 11, 2021

Helmed by industry CS leaders such as Todd Eby, James Scott, Andrew Marks, and Aaron Thompson, SuccessCoaching offers multiple workshops and online training programs for customer success professionals. The course is led by trainers who have 60+ years of combined experience in the customer success space. contact-form-7].

Best practices 22

Best practices SaaS Accountability Education 22

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

SmartKarrot

NOVEMBER 20, 2020

Role: VP of Customer Success Location: Santa Clara, CA, US Organization: Cloudinary As a VP of Customer Success, you will be responsible for leading, expanding, and mentoring the Customer Success teams through strategy and Objectives and Key Results (OKRs) along with hiring, coaching, and developing a world-class team.

Customer advocacy 10

Customer advocacy Coaching Government Consulting 10

ClearAction

OCTOBER 10, 2017

Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle.

B2B 83

B2B Customer Experience Customer advocacy Best practices 83

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Additionally, he serves as the Chief Customer Officer at Higher Logic. Lincoln Murphy.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

ClearAction

FEBRUARY 26, 2015

Customer Experience Journeys: Map for Actionability. How actionable are your customer journey maps? In this 3-part series, we're looking at 3 keys to getting it right: focus on the customers' experience journey , map for actionability , and apply insights everywhere. And a picture paints a thousand words.

Journey mapping 109

Journey mapping Customer Experience Customer advocacy Best practices 109

ChurnZero

JANUARY 8, 2021

“Ken is a change agent, a problem-solver and a pragmatic leader who is passionate about developing strong, lasting relationships with customers,” said Zander Lurie, CEO of SurveyMonkey, in a statement. “He Phillip will lead the company’s efforts to evangelize customer voice to influence product roadmap and strategy.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Surveys 90

Surveys Metrics Feedback Chief Customer Officer 90

Natalie Petouhof

AUGUST 26, 2015

Gainsight helps businesses grow faster by reducing customer churn, increasing upsell opportunities, and driving customer advocacy. Gainsight’s cloud-based product helps its clients track customers effectively throughout the customer lifecycle, monitors customer health consistently and makes companies truly customer-centric.

Sales 63

Sales Management Advertising Upselling 63

Pointillist

JUNE 7, 2021

As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies and tactics to better understand customer behavior and deliver the experiences their customers demand. “ Companies cannot solve customer needs within the traditional organizational silos.

Surveys 71

Surveys Management Journey mapping Customer centricity 71

Education Services Group

MARCH 15, 2023

The best VoC programs not only collect and analyze customer data and feedback from a variety of sources, they also close the customer feedback loop in a way that elevates the customer experience. They promote a customer-centric culture and inject greater value into and out of customer communication channels.

Feedback 52

Feedback Surveys Customer retention Customer centricity 52

ProProfs Blog

MAY 1, 2020

In short, it is essential for your business to create a customer service training program to improve customer experience and loyalty. And while you create one or update an existing one, make sure you take customer feedback into account. Is your current customer support team working in the right direction?

Customer Service 128

Customer Service Customer Support Education Feedback 128

SmartKarrot

DECEMBER 3, 2020

Here are 10 New Year’s resolutions for customer success managers in 2021. Create a customer-centric culture. Customer success needs to have a centric company approach. It is important for customer success managers to make sure that customer success goals are in line with the overall goals of the company.

Management 10

Management Customer centricity Journey mapping SaaS 10