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 Engineering 52

Tethr

JUNE 19, 2020

A Fortune 1000 hospitality customer of Tethr is using TEI to close the loop with customers who have had a poor experience. Difficult TEI scores work as disloyalty detectors and can be logged and ticketed for closed loop activities including targeted post interaction surveys to seek additional feedback or to extend save offers.

Telecommunications 66

Telecommunications Customer advocacy CRM Surveys 66

PeopleMetrics

MAY 15, 2015

One of the interesting things about customer opinion is you’ll never hear all of it. Even with the best customer feedback management in place, you’ll only hear from the customers who choose to provide feedback. But rest assured, customers are forming opinions about your business in every interaction.

Customer Experience 104

Customer Experience Customer advocacy Customer centricity Employee engagement 104

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. You find these customers by tracking customer data. . Gather Customer Sentiment Regularly. Accelerate Onboarding.

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

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. Q: How would you define great customer experience? 5 on all three of our key metrics. Q: How is your CX team structured?

Surveys 87

Surveys Customer advocacy Sales Feedback 87

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. Watch the session: Customer Success as a Profit Center. Get Sales invested in NRR by conducting weekly deal reviews and stipulating sales commission based on Customer Success acceptance of customers.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

Amity

MARCH 1, 2018

But the great news is that we made a helpful infographic to inform you on things you can do to power up your Customer Health Score and NPS program when you integrate a customer feedback platform with your Customer Success Platform. DON'T Say goodbye to your customers too soon. You may lose customers if you lag.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

CustomerSuccessBox

MARCH 10, 2022

Gather the feedback and make them brand advocates. Now it’s about collecting their valuable feedback for the company to make an improvisation of the product for the better and also help other folks to think of buying your product for the benefits they made. For customer advocacy, write case studies, and ask for referrals!

Management 52

Management Customer retention SaaS Customer advocacy 52

Amity

JULY 4, 2017

But there’s even more you can do to power up your Customer Health Score and NPS program when you integrate a customer feedback platform with your Customer Success Platform. Gather feedback at key points of the customer journey to give more context and meaning to your NPS score. Take action.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

aircall

JUNE 30, 2021

For one thing, it sends new customers emails to share tips on properly setting up the product. As simple as this strategy is, it’s proven to be so effective that Ring’s online sales in the United States increased by 180% in December 2020. As a result, their customer acquisition costs are also higher. . Connect on Social Media .

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

Education Services Group

OCTOBER 22, 2019

The marketing team is in the business of making promises — about what your product can do for customers, about the features it will grant them, and about how much easier and more efficient it will make their lives. Talk About Key Metrics. Your entire organization needs to join forces when it comes to customer advocacy.

Marketing 49

Marketing Education Upselling Customer advocacy 49

CSM Practice

MAY 22, 2022

You see, this is a repeatable process that starts post-sales. Once a prospect becomes a customer, the wheels of the framework start turning. Hence, the Customer Success framework is the foundation to design and build your aligned processes. Metrics can help you improve your software and provide insights into data.

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59

ChurnZero

OCTOBER 6, 2020

They help leaders connect the dots between engagement and performance with tools including employee surveys, goal setting and tracking tools, peer-to-peer recognition, real-time feedback, and robust people analytics. Like other growing Customer Success organizations, the Affise team sought to better define their strategic goals and metrics.

Banking 40

Banking SaaS Entertainment Customer advocacy 40

SmartKarrot

OCTOBER 19, 2022

Building a Customer Success organization that supports customers from onboarding through renewal. Partnering with the Sales and Product teams to define product goals and Tread’s roadmap. Partner with the product and editorial teams to relay feedback and develop existing and new features that will drive stickiness.

Customer advocacy 19

Customer advocacy Coaching Banking Accountability 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. Analyze and understand customer churn and work to implement solutions to remedy.

Customer advocacy 19

Customer advocacy Advertising Enterprise Accountability 19

SmartKarrot

APRIL 7, 2022

As a Director of Customer Success, you will hire, grow and develop a regional customer success group. Define operational metrics for the group, and measure the Effectiveness of Customer Success. Represent Coursera as an executive sponsor and build relationships with key customers. Role: Customer Success Manager.

Customer advocacy 19

Customer advocacy Engineering Coaching Employee engagement 19

SmartKarrot

FEBRUARY 17, 2022

Role: Customer Success Director, SaaS (Remote) Location: Remote, United States Organization: Talentify.io As a Customer Success Director, you will design and build a Customer Success strategy, including support content creation, establishing standard operating procedures, and scalable processes.

Customer advocacy 19

Customer advocacy Upselling B2B SaaS 19

Tenfold - Contact Center Blog

JANUARY 17, 2018

This makes sense, given Deloitte reports “90% of customers trust peer references.” In today’s culture, consumers place emphasis on the now — they expect reviews, feedback, and results instantaneously. In short, companies should pursue the goal of incredible CX primarily for customer retention and customer satisfaction.

Customer advocacy 62

Customer advocacy Construction Upselling Marketing 62

SmartKarrot

DECEMBER 3, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Robert Walters As a Vice President of Customer Success, you will work with the leadership team to define CS metrics and develop systems to effectively track these. Identify opportunities and lead upsell/cross-sell deals from start to finish.

Customer advocacy 19

Customer advocacy Technical Support Education Finance 19

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

ChurnZero

DECEMBER 20, 2019

Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company. Making customers happy is no longer good enough. . . C S and Sales strengthen their bond. . CS brings focus to their purpose. .

Chief Customer Officer 80

Chief Customer Officer Sales SaaS Customer centricity 80

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. Manage the CSM team via 2 Leads.

Customer advocacy 19

Customer advocacy Best practices Accountability Coaching 19

Totango

OCTOBER 22, 2019

Currently onboarding customers . Ensure that all client notes are passed from the sales team so your CS team thoroughly understands the customer’s goals. Drive customer advocacy by providing a simple, effective onboarding process. Proactively manage customer communications. Gathering customer feedback.

Best practices 49

Best practices Customer advocacy Upselling Accountability 49

SmartKarrot

OCTOBER 20, 2021

Role: Director of Customer Success Location: Remote, United States Organization: Satori As a Director of Customer Success, you will define the customer lifecycle journey from onboarding to value generation and expansion. Hire and train a world-class team of customer success managers.

Customer advocacy 19

Customer advocacy Upselling SaaS Accountability 19

SmartKarrot

APRIL 18, 2022

Role: Director of Customer Success Location: New York, United States (Hybrid) Organization: Fireblocks As a Director of Customer Success, you will hire, grow and develop a regional customer success group. Define operational metrics for the group, and measure the Effectiveness of Customer Success.

Advertising 19

Advertising Customer advocacy Finance Best practices 19

SmartKarrot

OCTOBER 7, 2021

Communicate customer stories, wins, outcomes, and challenges to internal executive stakeholders and cross-functional partners. Collaborate with Sales on large-scale enterprise renewals in your portfolio. Collaborate with the Product team on how to improve the product to meet customer needs. Apply here: [link].

Upselling 19

Upselling Customer advocacy Enterprise Coaching 19

CSM Practice

JANUARY 17, 2017

To try and assess the answer to this question, I interviewed Noy Bar, Americas Region Customer Success Manager at HP Enterprise and Anna Connell, Sr. Director of Global Subscription Sales at Proofpoint. Customer Success metrics. #1. Level of engagement. Level of expectations. Level of Reactiveness.

SaaS 40

SaaS Accountability Metrics Coaching 40

Amity

JUNE 28, 2017

In the first two parts of this blog series, we argued that while Customer Health Score (CHS) is a helpful metric it is insufficient to address opportunities and challenges with your customers. Following that logic, we should develop a system of combining insights from the two metrics towards a plan of action.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

SmartKarrot

JUNE 16, 2022

Setting customer service goals for team members and helping them reach those goals. Take the lead in interacting with customers, delegating and/or handling customer queries and complaints in a timely manner. Create and maintain customer service metrics, reports, and dashboards. Apply here: [link].

Customer advocacy 15

Customer advocacy Best practices Government Upselling 15

ChurnZero

JUNE 28, 2019

Whether sharing a potential product application or an alternative feature use with a customer, not all of your feedback will be considered a slam dunk by your customers. But for the feedback that does stick, your account will consider you their customer champion. Customer) Fit is Key. Feeling nostalgic?

B2B 49

B2B B2C Entertainment Customer advocacy 49

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. Create a company-wide culture of Customer Success.

Enterprise 10

Enterprise Customer advocacy Best practices Sales 10

SmartKarrot

APRIL 8, 2021

The most important way product-led success is different is in how the customer’s view of the product takes center stage. Product-led customer success is based on monitoring user data, engagement, behavior and customer health. There are multiple in-app metrics that are essential for product-led growth. Bottom Line.

Education 10

Education SaaS Customer centricity Metrics 10

SmartKarrot

JANUARY 8, 2021

The ability to work as an executive team member and provide leadership to a team of Directors of Customer Success. Measure and improve effectiveness by defining and executing on operational metrics. Define, capture, and analyze team and customer metrics to make informed decisions. Lead cross-team collaboration.

Customer advocacy 10

Customer advocacy Upselling Metrics Education 10

ClientSuccess

OCTOBER 17, 2018

3) From : Jorie Basque , Customer Relationship Manager | Company : InGenius Software | Location : Ottawa, Canada. True customer advocacy – giving everything I have to building customer success as a culture. From there, you test, get feedback, and fine tune. Ultimate Guide to SaaS Customer Success Metrics.

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

SmartKarrot

FEBRUARY 24, 2021

Serve as a point of escalation for customer issues, ensuring quick & satisfactory resolutions. Ensure customer delight that drives customer advocacy opportunities. Continually identify opportunities to improve the customer experience by providing a feedback loop to the Product team.

Customer advocacy 10

Customer advocacy Finance Upselling Accountability 10

SmartKarrot

JANUARY 28, 2021

Identify the important data and product features that the customers find most useful and work cross-functionally with the product teams to determine opportunities to implement these features into the solutions to increase revenue. Partner with Product, Sales, and Engineering, contributing to the product roadmap as the voice of the customer.

Upselling 10

Upselling Customer advocacy Enterprise Accountability 10

SmartKarrot

JANUARY 29, 2021

Monitor work flows to ensure timely and effective responses in a manner that meets customer expectations and internal service goals and objectives. Coordinate and work alongside internal teams to ensure customer needs are met during initial implementation and future projects. Master the ability to evangelize the Podium story.

Customer advocacy 10

Customer advocacy Education Upselling Customer centricity 10