ClientSuccess

NOVEMBER 22, 2021

In Part One and Part Two of this series, we focused on building customer advocacy and creating powerful customer content. In part three, we’re looking at initiatives that can help drive all of your customer marketing projects: sentiment. Voice of Customer.

Marketing 52

Marketing Customer advocacy Surveys CRM 52

GetFeedback

JANUARY 15, 2020

Our first interview is with the amazing Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. . When she joined she was a one-woman team running Voice of the Customer (VoC); now she leads BRP’s global customer advocacy efforts. . We collect and analyze customer feedback.

Customer advocacy 60

Customer advocacy Customer Experience Self service Feedback 60

CustomerSuccessBox

MAY 9, 2022

The third component is a set of KPIs that monitor the performance of their own teams since most heads of CS also have functional responsibility for post-sales customer-facing functions. Voice of Customer. Customer feedback is the first and most obvious place to seek information on what your consumers think of your product or service.

Metrics 52

Metrics Upselling CRM Customer advocacy 52

Education Services Group

MARCH 15, 2023

Voice of the Customer (VoC) programs are extremely valuable for collecting customer feedback and deeper insights into the health of your customer relationships. A good VoC program is comprehensive and involves gathering feedback from many different channels. We owe it to our customers to close the loop!

Feedback 52

Feedback Customer retention Surveys Customer centricity 52

Totango

OCTOBER 22, 2019

Segment the following customers: New customers pending onboarding. Currently onboarding customers . Best practices: . Ensure that all client notes are passed from the sales team so your CS team thoroughly understands the customer’s goals. Proactively manage customer communications. At-risk customers.

Best practices 49

Best practices Customer advocacy Feedback Upselling 49

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. CS teams should focus on both types of customers equally, as both are important in your quest for customer advocacy.

Customer advocacy 62

Customer advocacy Enterprise B2B Feedback 62

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 Metrics Feedback Customer retention 49

ClearAction

OCTOBER 10, 2017

Those tend to be situations that span multiple parts of the company, span multiple processes, and where there is no one that is holistically looking at a problem, that’s where our customer experience team steps in.” These firms comprised the best-practice profile in the four-year study conducted by ClearAction.

Customer Experience 83

Customer Experience B2B Customer advocacy Customer centricity 83

AskNicely

OCTOBER 1, 2018

How to Choose The Best NPS Software For Your Customer Feedback Program. You understand NPS best practices and have a plan in place to create an awesome program that will automate voice of the customer and parlay that into advocacy. You are ready to go from customer conscious to customer powered.

Surveys 60

Surveys Feedback APIs CRM 60

inSided

SEPTEMBER 22, 2022

Engagement : Reach even those customers that are not showing up to your QBRs or have requested to not have monthly meetings by allowing them to self-serve the information they need through sharing it on your Customer Community. Which in turn helps you boost your expansion plans by: Customers sharing best practices with each other.

SaaS 59

SaaS Accountability Education Customer advocacy 59

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.

Customer advocacy 15

Customer advocacy Enterprise Accountability industry standards 15

GetFeedback

FEBRUARY 10, 2020

We kicked off our Customer Experience (CX) Ambassadors Program in January featuring an interview with Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. If the feedback was negative, the management team is alerted and contacts the customer directly to try to smooth things over.

Customer Experience 87

Customer Experience Surveys Feedback Sales 87

SmartKarrot

OCTOBER 20, 2022

Handle feedback. Incorporating client feedback is essential to long-term growth. When clients make requests, you’ll uncover their goals, analyze the request, problem-solve when needed, and provide useful feedback to the product team. Strive to increase product adoption, retention and overall customer satisfaction.

Customer advocacy 15

Customer advocacy Upselling Feedback Enterprise 15

ClearAction

JANUARY 20, 2020

. (“give us a 10” practice makes your survey lose its validity, and; it wastes all parties’ time and money). Use customer surveys to validate the workflow metrics tied to customer advocacy. 10) Close the Loop with Your Customer Base. 15) Make it Easy for Customers to Give Feedback.

Customer Experience 120

Customer Experience Metrics Surveys Feedback 120

Totango

OCTOBER 29, 2019

You’ll see how valuable these skills are when your customer success team drives retention, lowers churn, and collects customer feedback. Tips for Building a Customer Success Team. Customer success is about proactively taking every possible step to help customers see value when using your product. Onboarding.

Upselling 61

Upselling Feedback Customer advocacy Customer centricity 61

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

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 15

Customer advocacy Customer Service Technical Support Benchmark 15

Kayako

JULY 30, 2018

Content Marketing Ideas for Incredible Customer Experiences. After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy. If not, what’s holding you back from these powerful opportunities to engage with your customers?

Customer Experience 50

Customer Experience Marketing Customer centricity Feedback 50

SmartKarrot

OCTOBER 13, 2022

Presenting the product roadmap, allowing for 360° feedback to make sure the products and customer expectations are consistently aligned.? As a customer advocate, you will also partner with internal teams outside of Customer Success such as Product, Sales, Support, Engineering, and Marketing.? Apply here: [link].

Customer advocacy 15

Customer advocacy Technical Support Feedback Management 15

ClearAction

JANUARY 20, 2020

. (“give us a 10” practice makes your survey lose its validity, and; it wastes all parties’ time and money). Use customer surveys to validate the workflow metrics tied to customer advocacy. 10) Close the Loop with Your Customer Base. 15) Make it Easy for Customers to Give Feedback.

Customer Experience 90

Customer Experience Metrics Surveys Feedback 90

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. Manage the CSM team via 2 Leads.

Customer advocacy 14

Customer advocacy Customer retention Best practices Feedback 14

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. Amy Manning , VP of Customer Success, LawGeex. Jessica Jurmann , Director of Customer Success, G2. Watch the session: Customer Advocacy as a Growth Engine. Customer Success Around the Web.

Customer advocacy 98

Customer advocacy SaaS Sales Enterprise 98

SmartKarrot

APRIL 7, 2022

Drives innovation, best practices, and process improvement. Enforce process adherence across the teams to create a consistent experience for customers and other team members. Role: Senior Director, Customer Success. Represent Coursera as an executive sponsor and build relationships with key customers.

Customer advocacy 15

Customer advocacy Feedback Self service Employee engagement 15

SmartKarrot

APRIL 18, 2022

Drives innovation, best practices, and process improvement. Enforce process adherence across the teams to create a consistent experience for customers and other team members. Monitor customer health to track usage and overall customer satisfaction. Apply here: [link] Role: Sr. Apply here: [link].

Customer advocacy 13

Customer advocacy Advertising Upselling Best practices 13

SmartKarrot

AUGUST 4, 2022

Collaborate interdepartmentally to ensure the voice of customer is evangelized and user experience and product enhancements are continuously improved. Develop ways to be innovative in Client Success by researching and developing programs that encourage customer advocacy, retention, and product marketing.

Customer advocacy 14

Customer advocacy Customer centricity Accountability Feedback 14

SmartKarrot

NOVEMBER 15, 2021

Aggregate customer feedback and identify trends. Work closely with cross-organizational teams to prioritize customer-requested features to yield the greatest ROI. Champion customer messaging strategy to drive customer education and influence customer behaviors. Own and manage customer escalation situations.

Upselling 12

Upselling Inbound sales Customer advocacy Real estate 12

SmartKarrot

OCTOBER 19, 2022

Partner with the product and editorial teams to relay feedback and develop existing and new features that will drive stickiness. Maximize customer retention by providing excellent customer service, product knowledge and sharing best practice. Develop key relationships with subscribers.

Customer advocacy 15

Customer advocacy Customer retention Coaching Metrics 15

SmartKarrot

SEPTEMBER 7, 2022

Establish executive-level customer relationships with the most strategic customers. Inspire and drive a company-wide culture of Customer Success, creating a strong culture that fosters customer advocacy. Ensuring best practices across clients in line with agreed processes. Apply here: [link].

Customer advocacy 15

Customer advocacy Upselling Coaching Customer Experience 15

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 11

Best practices Customer advocacy Customer Support Feedback 11

SmartKarrot

DECEMBER 16, 2021

Build a customer advocacy program to solicit feedback and foster VP+ relationships within all Tier I accounts. Consistent development of their team by leading and modeling the best practices for managing the customer journey. Analyze and understand customer churn and work to implement solutions to remedy.

Customer advocacy 14

Customer advocacy Feedback Metrics Customer Experience 14

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 11

Customer advocacy Customer Service Upselling Best practices 11

SmartKarrot

APRIL 5, 2022

Maintain strong customer retention rates, proactively monitor customer health and execute a best-in-class renewal program. Develop the customer success playbook, sharing insights to ensure we’re adopting best practices to drive adoption and help the customers achieve desired business outcomes.

Customer retention 14

Customer retention Brand ambassadors Customer advocacy Enterprise 14

Influitive

OCTOBER 11, 2015

Try crowdsourcing tips and suggestions from your advocates to create a best practices user’s guide to share with your new customers. You can also set up a community program where customers can connect with peers and share advice. Providing feedback on the product or service. Referral leads.

B2B 111

B2B Customer Experience Marketing Feedback 111

SmartKarrot

MARCH 26, 2021

Increase customer retention and adoption rates by conducting on-site visits, regular check-in calls, monitoring and completing CTAs, developing success plans. Responsible for customer references, case studies and testimonials for the portfolio of customers. Create a Customer Advocacy program with assigned customers.

Journey mapping 10

Journey mapping Customer advocacy Upselling Best practices 10

Pointillist

JUNE 7, 2021

In this year’s survey, we sought to uncover what separates customer experience leaders from laggards. Pointillist surveyed over 1,150 CX, marketing, analytics and customer care professionals from various industries across the world to identify best practices, approaches, benchmarks and tactics used by top performing organizations.

Surveys 71

Surveys Management Customer Experience Customer centricity 71

SmartKarrot

MAY 18, 2021

Role: Vice President of Customer Success Location: Remote, Chicago, IL, US Organization: TapCloud As a Vice President of Customer Success, you will drive Customer Success outcomes through customer advocacy, product adoption, and customer satisfaction. Apply here: [link] .

Enterprise 10

Enterprise Customer advocacy Best practices Sales 10

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. Proactively engage lagging customers to reduce churn and get them on the right track.

Customer advocacy 13

Customer advocacy Metrics Upselling Technical Support 13