ChurnZero

JANUARY 25, 2024

Skillset 3: Customer-centric consulting While new technology fuels efficiency, the heart of CS remains in understanding and anticipating customer needs. CSMs still need a consultative skillset for building trust, advocating for customers, and turning them into champions.

Education 52

Education Upselling Consulting Consulting 52

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

SmartKarrot

NOVEMBER 8, 2022

Work with the team leaders to manage ongoing CS activities: onboarding, training, customer support, customer success management, and customer education. Support the Business of Law sales teams (both new business and account management) throughout the new client and renewal sales cycles. Apply here: [link].

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

ClearAction

MAY 29, 2016

Historically, customer experience management may have been thought of as the Service organization’s domain: dealing with post-purchase questions, returns, and misunderstandings. Therefore, executives should be ensuring superior customer value cumulatively across the customer life cycle.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

CSM Practice

FEBRUARY 20, 2020

Value; Prove quantitative and strategic value delivered. Develop the right playbooks to manage the risk. As a result, we realigned their resources towards better functionality expectation management and training during the onboarding process to increase the ARR. Share risk playbooks with the team.

Analytics 52

Analytics Customer centricity Metrics Accountability 52

SmartKarrot

DECEMBER 29, 2020

Ensure the team is fully staffed, trained and deployed to fulfill the strategic plan. Drive strong customer engagement with assigned customer base through consultative outreach and partnership to directly drive strong customer outcomes across all Enterprise solutions. Recruit, mentor, groom, and inspire a diverse world-class CSM team.

Best practices 10

Best practices Strategic Value Accountability Coaching 10