ijgolding

FEBRUARY 5, 2018

Apart from being a lovely chap, like many people in the global Customer Experience (CX) community, he is as passionate and enthused about developing knowledge and education around CX competencies as I am. Is it really possible to measure customer culture? I have known Chris for a couple of years now.

Customer centricity 105

Customer centricity Customer advocacy Marketing Finance 105

CX Accelerator

MAY 8, 2018

The stories your customers tell every day are an authentic and real-time source of information to allow you to keep meeting those expectations. While customers might not have the time or want to go to the effort of providing feedback via formal channels, your agents can help to fill that gap.

Contact Center 160

Contact Center Customer advocacy Morale Education 160

Education Services Group

FEBRUARY 3, 2021

inSided is the only Customer Success Community platform for SaaS and subscription-based companies. The platform is used by hundreds of companies to drive product adoption, increase retention and build lasting customer advocacy. About inSided.

Customer advocacy 52

Customer advocacy SaaS Self service Consulting 52

Totango

OCTOBER 29, 2019

Next, you’ll need an onboarding specialist, or provide training for your CSMs so they can manage the entire customer journey. They must know how to educate customers so that they will receive value from the product quickly. Tips for Building a Customer Success Team. Customer advocacy. Customer support.

Upselling 61

Upselling Feedback Customer advocacy Accountability 61

JustCall

APRIL 5, 2023

When implemented correctly, CSM can: Preserve and increase a company’s revenue Increase customer advocacy Drive profitability as well as growth More importantly, customer success software can seamlessly integrate with your company’s existing CRM/help desk/social media management software to provide an in-depth view of the customer.

Management 52

Management CRM Analytics Customer retention 52

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. Not all software companies are the same.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

SmartKarrot

OCTOBER 5, 2021

Manage customer success activities, onboarding and adoption, customer success management, renewals, cross-sell/up-sell sales leads, and customer advocacy. Act as an advocate for the customer and serve as the escalation point for ongoing customer issues. Apply here: [link].

Customer advocacy 19

Customer advocacy Upselling Advertising Education 19

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 19

Customer advocacy Technical Support Feedback Engineering 19

Totango

AUGUST 21, 2020

Customer success focuses on the customer journey as a whole and puts CX into the context of the customer’s overall needs and business goals. Account Management Vs. Customer Success. Investing in customer success means investing not just in your customer’s success, but in that of your enterprise.

Enterprise 78

Enterprise Customer centricity Accountability Customer advocacy 78

SmartKarrot

OCTOBER 3, 2023

To achieve this, you need to focus on the following key elements: The Importance of User Onboarding: Effective onboarding sets the stage for a successful customer journey by helping users understand the value of your product and how to use it. A high NPS indicates strong engagement and customer advocacy.

Gamification 11

Gamification Education CRM Feedback 11

Nicereply

AUGUST 8, 2022

UGC is merely your customers sharing their experiences with your brand. You can ask your users to post their feedback and posts directly on your social media wall which can become a win-win for your brand. Create User-Generated Content From A Customer Satisfaction Survey. Keep It Short & Simple.

Surveys 52

Surveys Customer advocacy Advertising Marketing 52

SmartKarrot

DECEMBER 2, 2022

Onboard and train new customers on the solution. Development of territory and account development, training, and educational plans. Role: Director of Customer Success Location: Remote, United States Organization: Exterro As a Director of Customer Success, you will be the leader and expert in the post-close customer journey.

Customer advocacy 19

Customer advocacy Upselling Accountability Coaching 19

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 19

Customer advocacy Accountability Customer centricity Education 19

SmartKarrot

APRIL 18, 2022

Monitor customer health to track usage and overall customer satisfaction. Drive customer advocacy and critical issues by collaborating with development, product management, and support teams to improve the Affirm offering for the merchants. Monitor customer health by tracking product usage and customer satisfaction.

Advertising 19

Advertising Customer advocacy Finance Best practices 19

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 19

Customer advocacy Technical Support Education Finance 19

SmartKarrot

NOVEMBER 14, 2022

As a Director of Customer Success, you will create efficient processes for managing all pre- post-sales technical support; including phone & e-mail support, lab-based troubleshooting, knowledge database, and interface with CRM. Establish both leading and lagging KPIs to enhance customer advocacy.

Technical Support 19

Technical Support Customer advocacy Engineering Upselling 19

SmartKarrot

OCTOBER 19, 2022

Partner with the product and editorial teams to relay feedback and develop existing and new features that will drive stickiness. Educate the clients’ workforce and hold webinars to ensure everyone knows how to use the Workplace application. Develop key relationships with subscribers. Apply here: [link].

Customer advocacy 19

Customer advocacy Coaching Banking Accountability 19

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. Promote value through customer experience. Assist in creating training courses and educational materials.

Customer advocacy 19

Customer advocacy Coaching Upselling B2B 19

SmartKarrot

OCTOBER 13, 2023

Using the power of customer data, businesses can decode underlying patterns of behavior. Collecting feedback, whether through direct conversations, surveys, or digital touchpoints , is a direct line into their psyche. Engaging and Educating Your Customers Merely offering a product or service isn’t sufficient.

Customer retention 10

Customer retention Customer centricity Education Feedback 10

SmartKarrot

NOVEMBER 15, 2021

Role: Director, Customer Success Location: El Segundo, CA, US Organization: GoGuardian As a Director of Customer Success, you will build a platform Customer Success strategy from the ground up, to improve customer satisfaction and engagement, increase customer lifetime value, and reduce customer churn.

Real estate 19

Real estate Inbound sales Upselling Customer advocacy 19

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 19

Best practices Customer advocacy Education Accountability 19

SmartKarrot

OCTOBER 7, 2021

Regularly analyzing and interpreting customer feedback to draw insights and help improve user experience. Deliver and communicate ROI for the customers throughout the customer lifecycle via Strategic Business Reviews (SBR’s).

Upselling 19

Upselling Customer advocacy Enterprise Coaching 19

SmartKarrot

JANUARY 29, 2021

Coordinate and work alongside internal teams to ensure customer needs are met during initial implementation and future projects. Create strategic internal accounts plans and customer success plans for effective planning and growth of accounts. Support, educate and train newly onboarded customers by hosting regular strategy sessions.

Customer advocacy 10

Customer advocacy Education Upselling Customer centricity 10

SmartKarrot

MAY 11, 2021

Provide internal product feedback based on existing and potential client use cases. Deliver client training and seminars MeasuredU client education curriculum. Collaborate with the Customer Success, Support and Client Services teams to define and deliver world-class client experience and build advocacy for Worksome.

Upselling 10

Upselling Customer advocacy Enterprise Feedback 10

SmartKarrot

APRIL 8, 2021

To set up a product-led customer success model, you need to base it on three pillars. Defined user journeys and clear product feature adoption flows User segments differentiated like for example- account /product based Be able to reach customers and educate them. Pillar 3: Proactive Outreach and Education. Bottom Line.

Education 10

Education Metrics Customer centricity SaaS 10

SmartKarrot

AUGUST 3, 2021

Build processes for customer success, including but not limited to those around customer satisfaction, customer support, and sales operations. Map the customer journey and work closely with the leadership team to ensure that everybody has a deep understanding of the customers and their needs.

Benchmark 10

Benchmark Customer advocacy Customer retention Education 10

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 Best practices Upselling 10

ChurnZero

DECEMBER 20, 2019

Data and sentiment will help these “pods” identify advocates and quantify the benefit of greater customer advocacy. Is it retention, expansion, advocacy, product feedback, or service delivery? BIG RYG— ChurnZero’s one-day educational and networking event—is every CS leaders dream come true.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Education Services Group

AUGUST 25, 2023

You’re making money when you return laptops for refunds after laying people off – free money!

SaaS 52

SaaS Sales Journey mapping Feedback 52

SmartKarrot

JANUARY 8, 2021

Apply here: [link] Role: Director of Customer Success Location: New York City Metropolitan Area Organization: Mark43 As a Director of Customer Success, you will report to the VP of Deployments and be responsible for scaling the growing team across multiple regions and setting the strategic direction of Mark43’s customer success efforts.

Customer advocacy 10

Customer advocacy Upselling Metrics Education 10

SmartKarrot

DECEMBER 14, 2020

Conduct regularly scheduled communications with customer influencers and decision-makers. Identify risks to the customer in achieving their stated business goals and develop a risk mitigation plan. Evangelize capabilities of Ellucian Solutions and Customer Advocacy by securing customer references.

Customer advocacy 10

Customer advocacy Customer retention Education Best practices 10

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

Amity

JUNE 28, 2017

Decision : RETAIN: if you had services resources available and were interested in investing in services, these are the top customers to do it with. 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

SmartKarrot

NOVEMBER 6, 2020

Enable customer success throughout Lionbridge by partnering closely with the Sales, Marketing, and Product teams to develop strategies that align with our customers’ key objectives. Always driving customer satisfaction, retention, and advocacy. Develop customer relationships that promote retention and loyalty.

Upselling 8

Upselling Customer advocacy Customer centricity Accountability 8

ProProfs Blog

DECEMBER 18, 2019

Customer satisfaction can be measured by various means like surveys, feedback, etc. It is essential to evaluate customer feedback to unveil essential takeaways from it and implement them into business strategies. . Customer feedback can be useful in upgrading both processes – manufacturing and operations.

Customer Service 120

Customer Service Feedback Customer advocacy Surveys 120

Totango

JULY 19, 2021

Next, you’ll need an onboarding specialist, or provide training for your CSMs so they can manage the entire customer journey. They must know how to educate customers so that they will receive value from the product quickly. Tips for Building a Customer Success Team. Customer advocacy. Customer support.

Upselling 123

Upselling Feedback Surveys Customer advocacy 123

GetFeedback

JULY 19, 2019

In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions. Customer feedback (aka Voice of the Customer ) is a gift. Customer feedback should be cherished, not evaded.

Customer advocacy 104

Customer advocacy Feedback Surveys Customer Experience 104