Education Services Group

MAY 28, 2021

My amazing metaphors aside, Customer Success Plans are essentially the “what” and “how” of delivering on your CS strategy. Also known as a Success Plan or a Joint Success Plan , it is a document that’s developed collaboratively with your customer at the start of your relationship. The anatomy of a Customer Success Plan.

Customer Success 98

Customer Success Document Sales Customers 98

Gainsight

JANUARY 17, 2020

So we asked 10 experts the following questions to learn more about how they collect and prioritze customer feedback: What are some of the effective ways you collect feedback? How do you work with your customer-facing teams to gather feedback? How do you prioritize what feedback gets incorporated into the product roadmap?

Feedback 117

Feedback Roadmap Demo ROI 117

Help.com

NOVEMBER 16, 2015

The Trello board allowed us to create a roadmap of sorts where we categorized feature ideas and the sources of each suggestion. We considered each idea and moved them into lists like “future implementation” and “current roadmap” accordingly. One of the best features of Trello is its agile capability.

Roadmap 40

Roadmap Feedback Customers Communication 40

Customer Bliss

AUGUST 11, 2016

We have documented research everywhere that customer experience is more valuable than the perceived financial number attached to your brand , but many schools are still teaching power branding and old-school sales funnels. Who does the customer call? Customer service? Simplify the roadmap for customers.

Customers 141

Customers Books Sales Roadmap 141

Influitive

MAY 15, 2015

According to The Community Roundtable’s 2014 State of Community Management , there are two things the best-in-class communities have in common: 85 percent can measure their community’s value, and 76 percent have clear resourced roadmaps, which outline the financial and staffing resources needed reach their community goals. Listen for silence.

ROI 61

ROI B2B Roadmap Download 61

ChurnZero

APRIL 11, 2024

Being asked to do more with less has turned the concept of digital customer success from a nice-to-have to a must-have. It’s no longer a fancy thing, years out on the roadmap, that only highly mature CS organizations are good at. Utilizing technology to automate is now a necessity of an effective customer success strategy.

Customer Success 52

Customer Success Document Customer Journey Mapping B2B 52

West Monroe

SEPTEMBER 23, 2024

Despite these challenges, decarbonization is possible and will require organizations to create a decarbonization roadmap with tactical next steps outlining the path to realizing supply chain emission reduction goals.

Transportation 52

Transportation Roadmap Consumers Technology 52

Gainsight

JUNE 11, 2021

Major Takeaways: Sales and Customer Success relationships can be filled with friction. But both teams should be working together to drive more revenue than attacking the customer base separately. Create alignment to generate more revenue for the organization, stronger partnerships, and provide a smoother customer experience.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

Ecrion

FEBRUARY 24, 2021

Let’s take a look at what makes up a strategic communications plan and how customer communications management (CCM) can help the process. Every organization needs a roadmap to guide them toward their goals, and a Strategic Communications Plan is the roadmap of a company’s communications efforts. What Is a Strategic.

Communication 52

Communication Document Roadmap Omnichannel 52

BirdEye

APRIL 17, 2023

With a good product and exceptional customer service, businesses can make sure that customers stay longer. With a large chunk of their customer base staying in, subscription businesses clock higher recurring revenue than other business models. This is a popular business model among leading publications.

Customer Retention 98

Customer Retention Consumers Sales Reference 98

Gainsight

DECEMBER 21, 2023

Early-stage companies have started to create a decent customer base. However, they’re constantly iterating—the product roadmap is in flux, and the customer base is in flux. The earlier you bring in Customer Success , the easier it is to tackle those challenges.

2023 52

2023 Customer Success Culture Roadmap 52

ViiBE Blog

AUGUST 18, 2021

According to KPMG, 86% of loyal customers will recommend a brand to their social circle. Since repeat business brings in more revenue over time than single-visit customers, it’s crucial to retain a regular customer base. There are several ways to identify your customer’s expectations.

Customer Centricity 52

Customer Centricity 2021 Net Promoter Score E-support 52

inSided

OCTOBER 1, 2022

According to Alex Farmer, VP of Customer Success at Cognite, the first step on your community roadmap should be to unify all of the one-to-many events and content in one place. That includes your product release documentation, your LMS system, your support case portal, and your status page—all in one place.

Document 52

Document Customer Journey Customer Success Events 52

Gainsight

AUGUST 26, 2022

Box’s CS teams share what they’ve heard from the customer directly with the Product team to ensure that everyone is on the same page about what is most important to their customer base. . Map your user journey toward designated outcomes based on stage, objective, and role.”

2022 52

2022 Customer Journey Customer Success Roadmap 52

Gainsight

JANUARY 8, 2021

That is why Jackie coordinates her efforts with PMs to regulate in-product guide releases for optimal customer base success. Alignment practices continue to be critical in the roadmap and feature development prioritization for Adobe. However, look at areas that can address the more extensive needs of your customer base.

Sports 52

Sports Roadmap Government Customer Centricity 52

Gainsight

SEPTEMBER 28, 2022

Simplicity should impact: How you innovate: As your company and customer base matures, it can be appealing to plot every little feature request onto your product roadmap (especially the ones coming from your largest, highest-paying customers). Have clarity and reasoning behind your roadmap.

2002 52

2002 Roadmap NPS Fashion 52

CustomerSuccessBox

JUNE 8, 2021

Interact with existing customers to identify pain points, prioritize business opportunities, and productize solutions to ensure customer success. Effectively communicate customer learnings to the sales and product team to help direct the roadmap of the company. Clarify ownership for each part of the customer journey.

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

Call Experts

APRIL 8, 2024

It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Unlike examining each interaction in isolation, adopting a Customer Journey perspective means documenting the entire experience from the customer’s point of view.

Contact Center 52

Contact Center Customer Journey Call Center Touchpoint 52

ChurnZero

APRIL 27, 2023

The respective directors of the customer success team and the product team were really going at it. The meeting we were in was supposed to be a forum where the two teams could trade notes and collaborate on the product roadmap. How many customers will the feature affect? How much revenue is potentially impacted by the feature?

Customer Success 52

Customer Success Management Roadmap Feedback 52

CSM Practice

OCTOBER 10, 2018

By Andreas Knoefel, Customer Success and Services Executive, Thought Leader, and Author. As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. I answered this call as the builder and leader of Customer Success for Apple , NextLabs and several startups. In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. I answered this call as the builder and leader of Customer Success for Apple , NextLabs and several startups. In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

Pointillist

MAY 23, 2018

Prioritize the key CX opportunities identified in a high level customer journey map with leadership across organizational silos and use that as a starting point for creating a strategic roadmap for making changes. But in reality, what they are really doing is documenting internal processes and calling it a customer journey map.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Call Experts

JULY 13, 2023

It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Unlike examining each interaction in isolation, adopting a Customer Journey perspective means documenting the entire experience from the customer’s point of view.

Contact Center 52

Contact Center Customer Journey Call Center Touchpoint 52

Pointillist

SEPTEMBER 26, 2018

NPS can guide your product roadmap as an input for prioritization of new features and other potential product improvements, so that they are better aligned with customer requirements. Customer journey analytics can also segment customers based on their pattern of behavior and interaction with your company.

Metrics 65

Metrics Net Promoter Score Customer Experience NPS 65

SurveySensum

OCTOBER 17, 2023

NBFCs have a multitude of limitations and issues that affect their customer retention and satisfaction. High interest rates, endless documentation, technical glitches, a lengthy loan process, and incompetent customer support are a few issues that customers face.

Feedback 52

Feedback Management NPS Customer Satisfaction 52

Elevio

JANUARY 14, 2018

We then report back on where things are going well, and where they’re going not so well so site owners know where they can improve not only their documentation, but their actual product, to make sure all roadblocks and barriers to entry and ironed out. What types of roles do your customers have at their companies? Who uses Elevio?

E-support 40

E-support E Commerce Roadmap Presentation 40

SmartKarrot

FEBRUARY 21, 2022

Collaborate with sales and support in developing and delivering engagement plans that fulfill the customer’s objectives. Serve as customer advocate internally and influence Canonical products, websites, documentation, processes and people to improve customer satisfaction and retention.

Customer Success 19

Customer Success Roadmap Government Document 19

SmartKarrot

JANUARY 25, 2022

Develop strategies to create a better customer experience. Provide actionable feedback to people on the team to help them grow and manage customers more effectively. Create and document processes for the team. Work with the product team to make Dover an even better solution for the customers.

Customer Success 19

Customer Success Roadmap Document Customers 19

SmartKarrot

APRIL 26, 2022

Apply here: [link] Role: Director of Customer Success Location: Remote, United States Organization: Apollo GraphQL As a Director of Customer Success, you will lead and scale a world-class Customer Success organization. Represent GWS and socialize the services, capabilities, and emerging technologies to the Business.

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

SmartKarrot

NOVEMBER 7, 2022

Role: Head of Customer Success Operations Location: Remote, United States Organization : Quickbase As a Head of Customer Success Operations, you will collaborate with the VP, GTM Ops and Enablement as well as FP&A and executive leadership in the creation of the Annual Operating Plan (AOP). Apply here: [link] .

Customer Success 19

Customer Success Roadmap Leadership Government 19

SmartKarrot

APRIL 7, 2022

Represent Coursera as an executive sponsor and build relationships with key customers. Collect product feedback and influence the product roadmap and go-to-market strategy. Drive strategy of land and expand within the customer base. Manage and own key aspects of customer advocacy such as advisory boards and NPS.

Customer Success 19

Customer Success Roadmap Document NPS 19

SmartKarrot

MARCH 7, 2022

Role: Director, Customer Success Location: Remote, New York, NY, US Organization: Urbint As a Director of Customer Success, you will own the ultimate success of Urbint’s customer base; this includes seamless customer onboarding, project success, retention, and renewal.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

SmartKarrot

DECEMBER 1, 2022

Review functional scope documents (for enhancements with the system) with internal organization to ensure full details of new functionality have been captured. Educate and train customers on the product, business roadmap, and services to help better their ability to succeed. Attend client meetings as needed.

Customer Success 19

Customer Success Events Roadmap Document 19

SurveySensum

JULY 14, 2020

She is also the Founder & President of Megan Germann Insights & Consulting, helping organizations uncover insights, creating a roadmap for success. . Emilia D’Anzica – Customer Success Evangelist, Author, Speaker, Customer Success Influencer. Lead CX Analytics and Insights Manager at CenturyLink.

2020 132

2020 Customer Experience Magazine Consulting 132

Totango

OCTOBER 30, 2024

Partner with sales and CS to include customer outcomes and desires as part of qualification and closing, to ensure a smooth handoff that enables great onboarding. Partner with product to understand how customer usage tracks to valued outcomes and how customer needs impact roadmap decisions and commercialization strategy.

Roadmap 62

Roadmap Sales Document Measurement 62

SmartKarrot

MAY 10, 2021

Working on new customer onboardings to map their business needs and design bespoke centered solutions tailored to their use cases and business logic. Collaborate with customers in a highly strategic manner to develop their success roadmap for the first 12 months of adoption and beyond.

Customer Success 10

Customer Success Roadmap ROI Workshop 10