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VOC Peer Group Discussion
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Who is the owner of the VOC?
Hello team I have been interviewing Head of CSM and CXO and have got mixed answers about the ownership of a VOC Program. In B2B SaaS who own's VOC program? (Who has their KPIs based on this?) Who initiate and define the needs of VOC? In my journey smaller companies has CSM who takes responsibility of customer experience…
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Preferred communication channel with internal & external customer while we talk about sharing feedba
I need to ask all CSM what is their prefferred mode of communication in terms of asking for feedback externaly and share feedback with internal teams. External. Hubspot Salesforce Mailchimp Intercom Gainsight Churnzero Zapier Internal Slack Microsoft teams Emails Out of these what would be the top priority in the case of…
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Voice of Customer -- creating a program
@Gurdev Anand asked this question in the Voice of Customer thread "how does a business take feedback through email, phone conversations, support cases, surveys etc and funnel it into an efficient program?" I'm wondering this too. What do you do with all this data?
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Voice of Customer -- creating a program
@Gurdev Anand asked this question in the Voice of Customer thread "how does a business take feedback through email, phone conversations, support cases, surveys etc and funnel it into an efficient program?" I'm wondering this too. What do you do with all this data?
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Renewal Conversation Changing Every Day
Reviewing previous renewals and current conversations has shown me how quickly convesations are changing surrounding renewals. I've told my CSM that our save stratedgies and how we assess risk will be VERY fluid bc what is working today will change tomorrow. Here is what I've seen and what im expecting in the coming…
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Why a VOC program is necessary for B2B SaaS Company ?
We all understand why listening to customers are important as it helps to better understand customer needs and their sentiments. Taking actions on customers feedback helps in reduced churn, increase revenue, build better products, growth outcomes, promote brand advocacy, loyalty, build customer centric culture and many…
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Can we add a Topic group for CS Operations?
Or is that already living under something else like Strategy and I haven't made the connection yet. Either way, I would love to hear the community's thoughts and approaches to Customer Success Operations.
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Customer Advisory Board Masterclass
I've been following the thread on Customer Advisory Boards. As a professional CAB facilitator for 20 years, I'm sharing my treasure chest of best practices, models (for in person and virtual meetings), everything! This is a 4 part live-online course that begins on July 21. Tons of content and opportunities to dialog with…
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Anyone implemented or thinking of implementing special training because of the pandemic?
I'm wondering if anyone has implemented or thinking of implementing empathy or sensitivity training for their team as a way to better understand and support their customers because of the pandemic? If you did or are thinking about it, I'd love to find out more. Thanks!
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Our marketing team is looking to develop the beginnings of a customer advocacy program
Focussing on bringing value to our Exec/Chief level stakeholders/customers. We'll be starting off with a series of Fireside chats. I would love your thoughts on: * What people have valued in a customer advocate type program? * What have you been part of, heard about or really liked in programs like this? * What are some on…
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Transformation from a bookings-focus to a success-focus
How did you transform your company from a traditional bookings-focused organization to a customer delight-driven organization where Customer Success is a "first-class citizen" proactively working and representing the voice of the customer with finance, sales, and marketing to drive retention? Examples of companies that do…