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. You can watch him speak at Customer Advocacy conferences.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

Nicereply

FEBRUARY 2, 2024

You can use the insights to understand your customers and find ways to serve them better. While customer success focuses on the end result of the customer journey—helping users find value in your product, customer experience strategies focus on the broader customer journey.

Education 59

Education Accountability Customer retention Journey mapping 59

Netomi

APRIL 27, 2022

“Support teams are notoriously thought of as the last place that customers would want to go, and customers are typically only engaging with these teams because they have an issue and they need help,” Gemma explained. “We Can a customer be brought onto a customer advocacy program?

Chief Customer Officer 52

Chief Customer Officer Customer advocacy Engineering Technical Support 52

CustomerSuccessBox

JUNE 24, 2022

This metric represents how happy your customers are with your product or service based on how frequently they are returning. It’s an effective way to predict how likely users are to stick with your brand and eventually give signals for renewals and lead to customer advocacy. Creating “aha” moment for customers.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Strikedeck

JANUARY 22, 2021

Vincent Manlapaz, in an interview with Nimesh Mathur talks about the evolving role of Customer Success as a competitive differentiator and why companies have started to look at it as a growth engine. The post Reorienting the Next Battle Ground of Competitive Differentiation first appeared on Strikedeck | Customer Success Platform.

Engineering 102

Engineering Customer advocacy SaaS Customer Experience 102

CSM Magazine

NOVEMBER 5, 2019

Customer Experience 4.0 is the logical evolution of how we have connected with our customers historically. was an arrival knock on the door from the engineer – no communication at all. was a direct mail notification of the engineer appointment. was disconnected SMS and email improved customer communication.

Engineering 40

Engineering Customer advocacy Enterprise Marketing 40

Taylor Reach Group

FEBRUARY 22, 2019

Customers bring the failure to the attention of 1 st tier agents in the contact center. 3 rd tier personnel (often engineers) evaluate the failure, assign priority & remediate as the priority dictates. Enter, the customer advocacy role in the contact center comes in. In these situations, the CES score is 10.

Customer Experience 94

Customer Experience Benchmark Contact Center Customer advocacy 94

ijgolding

FEBRUARY 5, 2018

Was HP a customer focused organisation at that time? In the 90’s, I can definitely say that HP was a very customer centric organisation – that is despite it essentially being an engineering business. The intention of the MRI is to enable and integrate customer thinking into all roles across an organisation.

Customer centricity 105

Customer centricity Customer advocacy Marketing Finance 105

Mindtouch

APRIL 13, 2018

With marketing teams, outbound sales engines, advertising, and PR communications, we are inundated with companies, groups, and organizations pushing their value on us. When it comes to the benefit of the Consortium for Service Innovation, the managing members practice a not too common philosophy: self-selection.

Outbound sales 48

Outbound sales Customer advocacy Enterprise Advertising 48

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. Jessica Jurmann , Director of Customer Success, G2. Watch the session: Customer Advocacy as a Growth Engine. Customer Success leaders need to have business acumen if they want a seat at the table.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

Help Scout

AUGUST 26, 2018

Here are some of the most common customer service related names we found, and a sprinkling of the less common for your consideration. Customer Advocacy (used by Buffer). Customer Engagement. Customer Experience. Customer Operations. Customer Service. Customer Success. Customer Support.

Customer Service 40

Customer Service Engineering Customer advocacy Technical Support 40

Influitive

OCTOBER 28, 2015

35% having acquired new customers as a result of referral marketing programs. 26% find it most effective for retention – at rates higher than often buzzed-about marketing methods like search engine optimization (SEO; 13%), digital video (7%), and paid search (4%). In a 2014 Gigaom Research survey of 300 U.S.

B2B 89

B2B Marketing Customer advocacy Surveys 89

Education Services Group

JUNE 1, 2023

This might involve assistance from team members outside of Sales, like value consultants, solution engineers, partner business managers, and – yes – CSMs. Then, Sales might work with a solution engineer to plot out what implementation will look like and perform a risk/benefit analysis.

Journey mapping 52

Journey mapping Engineering Sales Consulting 52

Education Services Group

JULY 5, 2023

Customer Success’s role in the Loyalty stage of the customer journey There’s no such thing as unsupported, infinite growth. Businesses must invest in systems, processes, and operations to keep the engine running. Customer Success is that engine.

Journey mapping 52

Journey mapping Engineering Sales Enterprise 52

Strikedeck

NOVEMBER 24, 2020

Vincent Manlapaz, in an interview with Jon Triggs talks about how CS has grown in alignment with sales, product, marketing, and engineering teams. This alignment involves strategic thinking, quantitative analysis, and a line of sight in improving the customer’s bottom line.

Engineering 59

Engineering Sales Marketing Customer advocacy 59

Lumoa

APRIL 22, 2020

Source: Bain & Company The Inner Loop closes your customer feedback processes. Engineers ship software to customers, for example, but they might hardly ever come into contact with the end-user. This part of the process typically has to be more centralized, perhaps led by the Customer Advocacy Office (CAO).

B2B 83

B2B Surveys Feedback Customer advocacy 83

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

ChurnZero

JANUARY 12, 2021

In customer success, often solutions involve other teams like product, engineering, operations or support.

Customer advocacy 64

Customer advocacy Engineering Management 64

SmartKarrot

APRIL 7, 2022

Drive strategy of land and expand within the customer base. Manage and own key aspects of customer advocacy such as advisory boards and NPS. Role: Customer Success Manager. As a Customer Success Manager, you will be the main point of contact for your merchants. Apply here: [link]. Organization: Adyen.

Customer advocacy 19

Customer advocacy Engineering Coaching Employee engagement 19

Influitive

OCTOBER 26, 2015

That’s right, even this search-engine giant has its own referral marketing program , rewarding business customers for each new user they sign up for Google Apps for Work. After joining the referral program, customers are provided with a personalized link to share with their network. Referral program examples that work.

B2B 94

B2B Customer advocacy Marketing Education 94

SmartKarrot

NOVEMBER 22, 2022

Consistently meet targets for customer satisfaction, issue resolution, cross/up-sell, and the economics of customer care organization. Build an engine for positive team growth across recruiting, training, management, and operations. and Customer Advocacy. Apply here: [link].

Best practices 19

Best practices Customer advocacy Government Upselling 19

SmartKarrot

OCTOBER 19, 2022

Work closely with Engineering, Marketing, and Design departments to integrate and streamline core processes across the company. Stay engaged with your portfolio of customers – driving product usage, and maintaining customer advocacy. Apply here: [link].

Customer advocacy 19

Customer advocacy Coaching Banking Accountability 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.?

Customer advocacy 19

Customer advocacy Technical Support Feedback Engineering 19

ChurnZero

JANUARY 10, 2020

She has a Bachelor’s degree in Electronics Engineering, a Master’s in Computer Engineering, and an MBA from Berkeley. 2) James Scott, Vice President of Customer Success, ShootProof . Investing in our customers’ success is one of ShootProof’s top priorities.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

bold360 Blog

APRIL 27, 2020

How do you engage your customers? Customer advocacy has gotten to be a corporate buzzword like CX or content marketing. But there’s a lot to building a great customer advocacy program. How do you approach your customers? It is about engineering. Center your customer. Jenny Dempsey.

Customer advocacy 52

Customer advocacy Engineering Marketing Feedback 52

SmartKarrot

APRIL 28, 2022

Become the primary point of contact for executives and decision-makers of customer accounts. Build and maintain high-quality, long-lasting, relationships with the executives of customer accounts. Drive customer advocacy initiatives to turn customer executives into MangoApps advocates.

Customer advocacy 19

Customer advocacy Technical Support Accountability Engineering 19

SmartKarrot

SEPTEMBER 27, 2021

Serve as your clients’ advocate internally by liaising with senior company leaders including sales, marketing, product, engineering, and support. Drive customer advocacy in the form of case studies, testimonials, and referrals.

Customer advocacy 19

Customer advocacy Government SaaS Engineering 19

SmartKarrot

JULY 1, 2020

Collaborate internally with key stakeholders including marketing, sales, product, engineering and legal in order to ensure software adoption as well as customer success. Customer Success Architect is ultimately deployed to ensure customers fully leverage and get value from all aspects of the DocuSign platform.

Engineering 10

Engineering Enterprise Customer advocacy Sales 10

aircall

AUGUST 15, 2017

Simply put: customer advocacy is a priceless marketing asset. And customers know it. With the threat of public shaming in one hand and the promise of free promotion in the other, they have more than enough leverage to push for superior customer experiences. Switching Costs Crumble.

Customer Experience 63

Customer Experience Advertising Customer advocacy Morale 63

SmartKarrot

NOVEMBER 15, 2021

Develop customer relationships, ensuring customer adoption and growth ensuring they are using the solution to achieve full business value. Partner with the internal Celtra team members (Product Management, Engineering, Solutions) to align your activities with the customer’s business case and strategy.

Real estate 19

Real estate Inbound sales Upselling Customer advocacy 19

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. Be the voice of customers to inform the sales process and product roadmap. Help Smartly.io

Customer advocacy 19

Customer advocacy Advertising Enterprise Accountability 19

ChurnZero

FEBRUARY 1, 2019

Jesse Decker, Chief Customer Success Officer, Cloudvirga. As Chief Customer Success Officer, Jesse Decker leads Cloudvirga’s Customer Success division, working collaboratively with its Product Development, Engineering and Marketing teams to help customers realize the most value from the usage of their products.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

CSM Magazine

DECEMBER 20, 2017

When deciding which keywords to target, it’s easy to assume that focusing your search engine optimisation (SEO) and linking building efforts on keywords you don’t currently rank for which have the highest search volume will generate the best return on investment (ROI). positions 5-15) in a search engine results page (SERP).

Multi-channel support 40

Multi-channel support Engineering Customer advocacy Sales 40

SmartKarrot

JUNE 16, 2022

Interface closely with sales, support, product, and engineering teams to share client feedback, resolve escalations, deliver outstanding client experiences, and directly impact the product roadmap. The post Jun 16 – Customer Success Jobs appeared first on SmartKarrot l Comprehensive Customer Success. Apply here: [link].

Customer advocacy 15

Customer advocacy Best practices Government Upselling 15

InGenius

DECEMBER 19, 2019

Not just an exhibitor, we were excited to join our customers in several different presentation tracks and keynote sessions: Revolutionizing Salesforce Phone Integration and the Future of CTI , featuring partner Illuma Labs.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

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.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

SmartKarrot

DECEMBER 18, 2020

Identify, manage, and optimize all customer lifecycle stages, leveraging data, and deploying a combination of self-service and white-glove interactions. Help identify infrastructure, information and engagement need to effectively drive customer advocacy across our customer segments.

Customer advocacy 10

Customer advocacy Accountability Sales Engineering 10