NobelBiz

NOVEMBER 13, 2023

Additionally, these satisfied customers become brand advocates, spreading positive word-of-mouth and attracting new customers to the business. This organic growth through customer advocacy further contributes to revenue growth. Brad Butler, Contact Center Software Consultant @NobelBiz How do you calculate the CLV?

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

ChurnZero

FEBRUARY 1, 2019

Harnessing decades of experience and impact at MicroStrategy, Guidance Software (now Opentext), and RichRelevance, Amanda delivers true partnership as she works with Lucidworks customers to optimize the impact of technology innovation and accelerates business results. Gregg Erickson, Vice President, Customer Success, BitTitan.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

CSM Practice

FEBRUARY 24, 2020

5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CSM Practice

FEBRUARY 24, 2020

5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

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. You can still connect with them through technology. However, it’s not that easy!

Marketing 50

Marketing Customer Experience Customer centricity B2C 50

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. Your accounts are yours.

Customer advocacy 19

Customer advocacy Enterprise industry standards Accountability 19

CSM Magazine

OCTOBER 26, 2016

A customer strategy goes further: It is the articulation of the distinctive value and experience your company will deliver to a chosen set of customers over three to five years, along with the offerings, channels, operating model, and capabilities you will need. Ten principles at the heart of an effective customer strategy.

Brand ambassadors 66

Brand ambassadors Customer advocacy Consulting Consulting 66

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. Fasten your seatbelts!

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Pointillist

JUNE 7, 2021

Companies that use customer journey programs to realign their organization around their customer can realize improvements of 20 to 40 points in customer advocacy scores, cost reductions of 15% to 25%, and revenue increases of 10% to 20%. “ Bharat Poddar Managing Director and Senior Partner Boston Consulting Group.

Surveys 71

Surveys Management Journey mapping Customer centricity 71

SmartKarrot

NOVEMBER 11, 2021

Apply here: [link] Role: Director of Customer Success Location: Boston, MA, US Organization: Data Collaborative As a Director of Customer Success, you will deliver as-needed service to the customers with the goal of retention and growth. Proactively managing customers to avoid them becoming at-risk.

Customer advocacy 19

Customer advocacy Technical Support Consulting Consulting 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

SmartKarrot

AUGUST 16, 2022

As a Director of Customer Success, you will build out and lead the customer success organization that includes customer service and field applications scientists. Establish both leading and lagging KPIs to enhance customer advocacy. Conducting 1:1 consultation with customers in person.

Upselling 19

Upselling Customer advocacy Education CRM 19

SmartKarrot

FEBRUARY 8, 2021

Engage with key influencers and decision-makers within the customer organization. Be an expert in Okapi’s offering, technologies, and competitor offerings. Identify and achieve targets on renewal rates, customer satisfaction, expansions, upsells, and new opportunities in assigned accounts.

Consulting 10

Consulting Consulting Upselling Customer advocacy 10

Amity

JUNE 28, 2017

Step 3: Calculate the Customer Maturity Index. The process we follow: Group factors by characteristic (Charter, People, Process, technology). Note, that the investment here is not in educating your customer on your product (standard training material), but rather management consulting to enhance how they run their business.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

aircall

JUNE 30, 2021

When companies invest in transforming the customer experience, they perform better than those who don’t. This is because they show how they value their people, customers, processes, and technologies. Creating emotionally rich experiences for your audience is one of the most effective ways to improve customer retention.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

ChurnZero

DECEMBER 20, 2019

Companies apply the golden rule of business to customers and employees. . Ryan Lester , Senior Director of Customer Experience Technologies, LogMeIn . 2020 is the year companies need to start applying the golden rule of business to both the customer and employee experience. Customer Success Around the Web.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

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. If you find any prominent influencers missing, kindly nominate them in the comments below.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

SmartKarrot

MARCH 8, 2022

They then help the clients develop a customer-centric business strategy that increases customer loyalty and retention. With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer. Annette Franz. Daphne Lopes. contact-form-7].

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

ChurnZero

OCTOBER 25, 2019

Increasingly, Customer Success teams talk about helping customers successfully achieve their desired business outcomes, yet they do very little during onboarding to help customers achieve the results they require. Instead, many onboarding efforts are ineffective and often are narrowly focused on the technology itself.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Technology 49

SmartKarrot

NOVEMBER 20, 2020

Onboarding and Adoption, Customer Success Management, Renewals, Cross-sell / Up-sell sales leads, Customer Advocacy. Work with all of Blackbaud on the education/training of what Customer Success is and how it ties to all/other functions across the company.

Customer advocacy 10

Customer advocacy Coaching Government Consulting 10

CSM Practice

JANUARY 17, 2017

In the technology industry, Customer Success Management is a growing practice, alongside the increase in popularity of SaaS (software-as-a-service) as a software licensing and delivery model. As a result, the traditional customer-vendor relationship, which now mostly applies to on-premise solutions, has changed dramatically.

SaaS 40

SaaS Accountability Metrics Enterprise 40

SmartKarrot

NOVEMBER 18, 2020

Collaborating with the sales, partnerships, and marketing team to develop a regular stream of multi-channel engagement programs to drive product adoption, retention, and customer advocacy. Apply here: [link] Role: Director of Customer Success (US West) Location: San Francisco, CA, US Organization: Smartly.io

Customer advocacy 10

Customer advocacy Best practices Finance Enterprise 10

ChurnZero

JANUARY 8, 2021

Staci Satterwhite, Chief Customer Officer, Khoros. Staci brings over 25 years of technology experience to Khoros, including leadership roles at top services and sales companies like Microsoft, Vignette, HEALTHCAREfirst, and Dell. Charlie Harvey, Vice President of International Customer Success, Zappi. Follow Miya on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

SmartKarrot

JUNE 24, 2022

Revamp customer experiences by catering to stakeholder personas and providing consultative thought leadership through workshops, training sessions, and rich content. Cultivate and promote customer advocacy through Net Promoter Score (NPS), Voice of the Customer (VOC), and product councils.

Customer advocacy 3

Customer advocacy Benchmark outsourcing Accountability 3

Totango

FEBRUARY 26, 2021

The best case is when your customer loves your product so much that they recommend it to their friends and colleagues. You can see this from high Net Promoter Scores or by looking at your brand advocates with customer advocacy software services such as Zuberance. A bad case is when they don’t talk about you at all.

Customer advocacy 62

Customer advocacy Accountability Sales Enterprise 62

Talkdesk

MAY 23, 2019

Spent a few years doing some general consulting work. But as a complete outsider I thought, I am going to put my mind to thinking about writing about, and trying to help improve service from and thinking about it from our customer advocacy perspective but also from an employee advocacy perspective.

Customer advocacy 8

Customer advocacy Consulting Consulting Customer Experience 8