Beyond Philosophy

NOVEMBER 28, 2017

Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. At the peak of the Hierarchy pyramid is a set of 2 emotions – Happy and Pleased – defined as the Advocacy Cluster.

B2C 207

B2C Banking B2B Customer advocacy 207

ChurnZero

DECEMBER 14, 2022

For the third year running, we asked CS teams who’ve challenged the status quo with innovative, meaningful, and customer-centric approaches to enter the ChurnHero Awards and tell us all about it. Increasing product adoption and customer ROI with thoughtful approaches. Adoption Hero: Cision.

SaaS 98

SaaS Accountability Feedback Customer advocacy 98

Totango

OCTOBER 13, 2020

Happy customers can multiply your revenue base since each satisfied client might recommend your services to dozens of their peers. Customers who become advocates stimulate enterprise growth and drive value. CS teams should focus on both types of customers equally, as both are important in your quest for customer advocacy.

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

ChurnZero

APRIL 13, 2021

Represent the interests and desires of the customers throughout the company. Drive customer advocacy in the form of reference, referrals, and case studies. Salary: According to Glassdoor.com , the national average salary for a Customer Success Manager is $73,618 in the United States. .

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

Amity

MARCH 1, 2018

From outcome metrics to usage data, to engagements – there’s a lot of data out there to indicate how healthy your customer truly is. Yet, if you think you’re getting a full picture of your customer, but you’re not asking them exactly how they feel, you’re missing the point.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

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 Customer retention Analytics 52

CustomerSuccessBox

MARCH 10, 2022

In order to do so, you need to roll out NPS and customer satisfaction surveys and collect the reviews. For customer advocacy, write case studies, and ask for referrals! Figure out the upselling opportunities and act upon customer retention.

Management 52

Management Customer retention SaaS Customer advocacy 52

Amity

JULY 4, 2017

From outcome metrics, to usage data, to engagements – there’s a lot of data out there to indicate how healthy your customer truly is. Yet, if you think you’re getting a full picture of your customer, but you’re not asking them exactly how they feel, you’re missing the point.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

CustomerSuccessBox

MAY 16, 2022

What is a Customer Success Management Software? A customer success tool is a software with in-built tools to provide a holistic view of your customer’s account health. A Customer Success platform’s major feature is about generating account health based on multiple metrics. Improve user onboarding.

Management 52

Management Upselling SaaS Accountability 52

Education Services Group

JULY 5, 2023

The role of CSMs in revenue generation Customer Success Managers are perfectly positioned to discover and develop these leads, but not everyone does it this way. Customer Success leaders know they need to prove their team’s impact on metrics like Net Revenue Retention (NRR).

Journey mapping 52

Journey mapping Engineering Sales Enterprise 52

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

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

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. . . Is it retention, expansion, advocacy, product feedback, or service delivery?

Chief Customer Officer 80

Chief Customer Officer Sales SaaS Customer centricity 80

SmartKarrot

JULY 14, 2021

Apply here: [link] Role: Director, Customer Success Location: New York, NY, US Organization: Medidata Solutions As a Director of Customer Success, you will establish clear team goals/priorities in alignment with the broader Customer Success and Engagement strategy. This is a “player/coach” role by design.

Customer advocacy 10

Customer advocacy Technical Support Finance Consulting 10

SmartKarrot

JANUARY 28, 2021

Manage a team of regional Customer Success Managers in the UK and the US. Continually improving the effective running of Customer Success – the playbook, metrics, tooling and templates with an eye on automation. Actively drive customer advocacy through case studies and references. Apply here: [link].

Upselling 10

Upselling Customer advocacy Enterprise Accountability 10

SmartKarrot

DECEMBER 22, 2020

Apply here: [link] Role: Director, Customer Success Location: New York, NY, US Organization: Medidata Solutions As a Director of Customer Success, you will establish clear team goals/priorities in alignment with broader Customer Success and Engagement strategy. Monitor team performance on key metrics and employee satisfaction.

Customer advocacy 10

Customer advocacy Accountability Customer centricity Coaching 10

SmartKarrot

MAY 19, 2022

While the onus of ensuring customer success falls on customer success teams, it is important to notice that all teams play an important part. Customer success teams are responsible for successful onboarding of the customers, reducing churn, increasing customer advocacy , and ensuring customer lifetime value increases.

Customer centricity 10

Customer centricity Brand ambassadors B2B Customer advocacy 10

SmartKarrot

AUGUST 4, 2020

They do that by referring to the marketing and sales materials such as case studies, reviews, and testimonials. When you see a strong customer success leader who wreathes a stern connection with the cross-departments as well, there is a warm path to product development. Develops well-built customer rapport.

Journey mapping 10

Journey mapping SaaS Customer advocacy B2B 10

SmartKarrot

NOVEMBER 11, 2022

Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts. Support the marketing programs that develop customer-specific case studies and references. Apply here: [link]. Apply here: [link]. Apply here: [link]. .

Customer advocacy 3

Customer advocacy Government Upselling Accountability 3

SmartKarrot

JUNE 24, 2022

Develop and publish content on best practices, case studies, and benchmarks. Revamp customer experiences by catering to stakeholder personas and providing consultative thought leadership through workshops, training sessions, and rich content. Improve churn rates and net MRR $ Retention across all the customers.

Customer advocacy 3

Customer advocacy Benchmark outsourcing Accountability 3

SmartKarrot

MARCH 14, 2022

Role: Vice President Customer Success – AI Software Location: New York, NY, US (On-site) Organization: BD Strategy Partners As a Vice President of Customer Success, you will evaluate and where appropriate, implement improvements to CS/AM workflow processes.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Government 3

SmartKarrot

DECEMBER 20, 2021

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

Customer advocacy 3

Customer advocacy Best practices Government Engineering 3

CustomerSuccessBox

NOVEMBER 24, 2021

Retaining customers Improving your brand’s reputation Customer Advocacy Competitive advantage Converting potential customers into real customers. These reasons give a glimpse of why creating and proving customer value is extremely important. Build Community for your customers.

Upselling 52

Upselling Feedback Customer advocacy B2B 52