Being The Voice Of The Customer

•

1 like•1,684 views

Being The Voice Of The Customer Presented by Ariel Hitron, VP Customer Success at Kaltura at Totango's Customer Success Roadshow event in NYC 5/12/16.

Marketing

Being the voice of
the customer
Ariel Hitron
VP Customer Success
Kaltura

About
Kaltura
Recognized Leader in the OTT TV, OVP (Online Video Platform), EdVP and EVP Markets
Turnkey Video SaaS Products
Flexible Video Platform as a Service (VPaaS)
Cloud, On Premise and Hybrid Deployment Options
1000+ Global Customers (Operators, Media, Enterprises & EDU Inst.)
420 Employees
Global Presence (NY, SF, London, Tel Aviv, Singapore, Sao Paulo)
Reaching 500M+ Users
Developer Community 100,000+
Strong Financial Model With Robust SaaS Metrics

How can CSM
reflect the “voice of the customer” to
drive improvement ?
Customer
Product
improvement
(Roadmap)
Process
improvement
Pricing
improvement
CSM
In Theory:

Many times CSM’s are asked
not only to “reflect the voice”
but also to “filter the noise”
of the customer
In Practice:
Here are some common practices that work for us
How can CSM
reflect the “voice of the customer” to
drive improvement ?

1. The Fire Drill
Tactical Strategic
Qualitative Quantitative

2. Poor Health Report (weekly)
Tactical Strategic
Qualitative Quantitative

3. User Groups & CAB (Quarterly)
Tactical Strategic
Qualitative Quantitative

4. Customer Survey
Tactical Strategic
Qualitative Quantitative

5. Customer Segmentation Analysis
Account MRRAccount MRR
TotalMRR
#Accounts
Tactical Strategic
Qualitative Quantitative

6. Churn Analysis (Quarterly)
Tactical Strategic
Qualitative Quantitative
• Is Churn Distributed across many small accounts?
Or consolidated on a few large ones?
• Is churn more prominent in one region over another?
One vertical over another?
• Which products /solution are most effected by Churn
• Etc.

7. Customer Profitability Analysis
Tactical Strategic
Qualitative Quantitative

When will I have time for this?
Some suggestions:
• Collaborate with other departments - Finance, Product, Marketing
• Divide the responsibilities in the team
• Define standard frequencies to analyze and review the reports
• Use great tools for automation

Thank You!
Ariel Hitron
VP Customer Success
Kaltura

Webinar presentation: New technology is changing the game in how companies achieve a customer-centric culture. Hear from guest Kate Leggett, VP Principal Analyst from Forrester Research, Inc. and Guy Nirpaz, CEO and Co-founder of Totango, as they discuss current trends in customer success and new ways in which companies are organizing around the customer. Totango will also discuss Zoe, its unrivaled product that breaks down silos and enables company-wide participation in customer success.

HOW WILL TECHNOLOGY RESHAPE CUSTOMER SUCCESS

Totango

Customer Success Summit: Increasing Self-Service Adoption

Totango

2012 saas conversions benchmark

Totango

Our experience working with over 100 SaaS companies and online businesses has granted us a unique insight into trial conversion trends. Did you know that the best in class SaaS companies have more 3 times greater website to paid visitor conversion than the average benchmark? In this report we answer the question: “what is the typical conversion in SaaS?”. We include average and best in class statistics on: - Website to (free trial) signup conversion - Free trial to paying user conversion - Churn rates during the first 90 days of subscription - Average monthly churn rates Learn more: Are you engaging new trials in their evaluation? http://blog.totango.com/2012/03/are-you-engaging-new-trials-in-their-evaluation/ How to boost sales with a free trial model: http://www.slideshare.net/totango/how-to-boost-sales-with-a-free-trial-model Analysts on Totango: OVUM: http://blog.totango.com/wp-content/uploads/2012/09/Ovum-Report-on-Totango-September-2012.pdf Paul Greenberg: http://blog.totango.com/2012/08/crmidol-2012-totangos-review-their-future-will-be-very-very-bright/

2011 SaaS Metrics Survey Results

Totango

This is part 2 of multi-part series of frameworks, practical tools, skills and examples of tools to help marketing teams (and organizations) adopt in the digital world. There are plenty of other approaches and some are more 360 customer relationship – we took these approaches as they fit most organizations and cultures we work with or where they are in the adoption curve and are stepping stones towards that 360 degree approach. We focused on the digital funnel for use in marketing, customer journey and persona profile mapping. This is part 2 the basic frameworks for a digital (any/all) marketing core competency and team – the focus on being customer centric and taking an outside-in view of the market.

Subscribed 2016: Metrics that Matter - An Operational Framework for Running Y...

Zuora, Inc.

Unlike traditional financial metrics, subscription metrics are forward-looking metrics that give insight into your customer’s success as well as the health of your business. From ARR to churn, learn from best-in-class companies how your metrics can drive growth. Check out Zuora Academy for more actionable advice for finance, marketing, tech, operations, product, and more. All the info you need to build and run an amazing subscription business: https://www.zuora.com/academy/

Preparing for the Board Room: Subscription Metrics (Subscribed13)

Zuora, Inc.

Differentiating in the age of the customer - Forrester 10 maj på Creuna

Creuna Sverige

Customers are in control. Michelle Beeson, Digital Commerce Analyst at Forrester, will share Forrester’s research into digital differentiation in the age of the customer, including its latest consumer and forecast data. The session will consider how new technology and changing consumer behavior is changing how retail organizations communicate with, engage and sell to consumers across multiple digital and physical touchpoints. The session will also share examples of how organizations, including those in the Food & Beverage sector, are responding to this changing business environment by improving digital customer experience, pursuing direct customer relationships and extending their business ecosystem of partners. Michelle Beeson, Digital Commerce Analyst at Forrester

Subscribed 2016: Configure, Price, and Quote with Zuora for Salesforce

Zuora, Inc.

The initial sale is just the beginning. Subscription sales is an ongoing journey with your customers. Flexible tools and the right data make all the difference. Find out how Zuora for Salesforce can help reduce your time to quote! Check out Zuora Academy for more actionable advice for finance, marketing, tech, operations, product, and more. All the info you need to build and run an amazing subscription business: https://www.zuora.com/academy/

User Journey for the Digital Customer Experience

HCL Technologies

Digitalization has impacted the user journeys which were relatively linear until now. With the amount of digitalization adoption through mobility social and analytics and cloud, companies have managed to alter not only the buying patterns for the customers, but also the user journeys. User journeys have been impacted in 4 ways. One, the customer service has moved beyond the company. Customers access resources present online to troubleshoot their problems. Peer to Peer service networks are accelerating the customer service moving beyond the company. Customers today are able to pay for what they use by selecting specific services enabled by companies. Companies are also able to target customer segments better with information about their wants.

Store of the future: Rethinking physical retail's role and strategy

National Retail Federation

Blog ppt

SPSSSPSS

TATA Super App

IIT Roorkee

Lean Methodology for Software Entrepreneurs

Hesham Fahim

The Economics of eCommerce Conversion Rate Optimization

Dynamic Yield

How to Setup Growth and CRM Teams to Succeed in 2020 with Saket Toshniwal of ...

MoEngage Inc.

Performance Marketing Association Catalyst Group

Collective Audience

The Performance marketing association has launched a new working group called the "Catalyst Group" formed and lead by MediaTrust CEO Peter Bordes. The working groups charter is to foster industry growth and advancement thru technology, innovation and business development within the PMA and performance marketing industry as well as building technology driven partnership into other verticals in the digital media and marketing industry and the finance community.

Enghouse interactive Roadshow - Customer

Enghouse Interactive

Data-Driven Marketing: Less ‘Spray’ more ‘Prey.’ The Journey to Better Custom...

Braden Ford

Elevator Pitch

Alan Gardner

Subscribed 2016: Building, Running and Scaling a Subscription Business

Zuora, Inc.

As business accelerates, it brings new demands and challenges. Are you prepared to keep up with the velocity of internal organizational change, competitive dynamics, and rapidly evolving customer requirements? Marc Diouane, President of Zuora, and Brian Kelly, CEO of Kissmetrics share successful strategies for building, running and scaling subscription businesses. Check out Zuora Academy for more actionable advice for finance, marketing, tech, operations, product, and more. All the info you need to build and run an amazing subscription business: https://www.zuora.com/academy/

InMobi inDecode - Optimizing for LTV

InMobi

About dobiquity

Enda Larkin

Dobiquity is a cloud-based platform that helps hospitality and tourism enterprises to improve business performance by replacing inefficient manual processes with user-friendly web and mobile apps. Our first three apps were launched in May 2015 and allow operators to enhance the quality of the customer experience. Additional apps to help manage important tasks such as On-the-Job Training, Stocktaking etc. will be launched regularly so the suite of apps will continuously expand. Each app digitises an important business task and also provides comprehensive reporting features to aid performance measurement and guide decision-making.

2016 Customer Success Salary Survey

Totango

Mastering the Business of Customer Success

Guy Nirpaz

What's hot

Driving Value through Customer Experience ManagmentVasken Knouni

Marketing Funnel, Customer Journey & Persona Mapping by VirtualCMO Feb 2014

Shane Lennon

Subscribed 2016: Metrics that Matter - An Operational Framework for Running Y...

Zuora, Inc.

Preparing for the Board Room: Subscription Metrics (Subscribed13)

Zuora, Inc.

Differentiating in the age of the customer - Forrester 10 maj på Creuna

Creuna Sverige

Subscribed 2016: Configure, Price, and Quote with Zuora for Salesforce

Zuora, Inc.

User Journey for the Digital Customer Experience

HCL Technologies

Store of the future: Rethinking physical retail's role and strategy

National Retail Federation

Blog ppt

SPSSSPSS

TATA Super App

IIT Roorkee

Lean Methodology for Software Entrepreneurs

Hesham Fahim

The Economics of eCommerce Conversion Rate Optimization

Dynamic Yield

How to Setup Growth and CRM Teams to Succeed in 2020 with Saket Toshniwal of ...

MoEngage Inc.

Performance Marketing Association Catalyst Group

Collective Audience

Enghouse interactive Roadshow - Customer

Enghouse Interactive

Data-Driven Marketing: Less ‘Spray’ more ‘Prey.’ The Journey to Better Custom...

Braden Ford

Elevator Pitch

Alan Gardner

Subscribed 2016: Building, Running and Scaling a Subscription Business

Zuora, Inc.

InMobi inDecode - Optimizing for LTV

InMobi

About dobiquity

Enda Larkin

What's hot (20)

Driving Value through Customer Experience Managment

Marketing Funnel, Customer Journey & Persona Mapping by VirtualCMO Feb 2014

Subscribed 2016: Metrics that Matter - An Operational Framework for Running Y...

Preparing for the Board Room: Subscription Metrics (Subscribed13)

Differentiating in the age of the customer - Forrester 10 maj på Creuna

Subscribed 2016: Configure, Price, and Quote with Zuora for Salesforce

User Journey for the Digital Customer Experience

Store of the future: Rethinking physical retail's role and strategy

Blog ppt

TATA Super App

Lean Methodology for Software Entrepreneurs

The Economics of eCommerce Conversion Rate Optimization

How to Setup Growth and CRM Teams to Succeed in 2020 with Saket Toshniwal of ...

Performance Marketing Association Catalyst Group

Enghouse interactive Roadshow - Customer

Data-Driven Marketing: Less ‘Spray’ more ‘Prey.’ The Journey to Better Custom...

Elevator Pitch

Subscribed 2016: Building, Running and Scaling a Subscription Business

InMobi inDecode - Optimizing for LTV

About dobiquity

Viewers also liked

2016 Customer Success Salary Survey

Totango

Mastering the Business of Customer Success

Guy Nirpaz

Live video chat1click

Video-Platform-as-a-Service-2016-Zohar_BabinZohar Babin

Transition From Account Management To Success Management

Totango

Live Streaming Checklist

Paul Richards

Why you should live stream your next major meeting

Jim McConnell

As a corporate communications professional, one of the newest and best tools at your disposal to increase employee engagement AND save money is professional live video streaming. Professional means something more like tv and less like a static phone shot or worse yet, video conferencing. Technology has now made it possible for you to professionally broadcast your event inexpensively, with less hassle, and with more impact than ever before. Check out our short overview "Simplify and Engage" to find out more.

Live Streaming is the Future and the Future is Now

FLBlogCon

Live Streaming Video Use By Brands [INFOGRAPHIC]

Brandlive

Video Conferencing SlideShare from Momentum

Celeste Yarbrough

Immediate and interactive communications are central to any forward-thinking business strategy. Dial into the power of Momentum Video, a fully-hosted conferencing solution that drives businesses to communicate and collaborate more effectively. Powered by the cloud, Momentum’s video conferencing software enables limitless parties from anywhere in the world to connect for face-to-face interactions – supporting everything from visual sales calls to remote webinars. With the continued development of enterprise collaboration tools, new meeting models have emerged and transformed traditional sales, service and support channels to deliver an enhanced customer experience. Momentum Video enables users to create conference rooms without walls. From boardroom to mobile devices, there are no boundaries with this robust application. MOMENTUM VIDEO SERVICES: ANY-TO-ANY CONNECTION: Works the way you work Connect anytime, anyplace, with any network and any endpoint device - full flexibility. The convenience to bring your enterprise collaboration experience with you. All you need is a video-enabled device and Internet access to join, create and moderate conferences. Momentum’s BYOD-friendly video service is accessible via: Smartphone / Tablets, Laptop / Desktops, and Room-based Systems MULTI-POINT COMMUNICATION: Create conference rooms without walls FULLY INTEROPERABLE: Simplified connection with no limitations SIGNIFICANT SAVINGS: Benefit from a cost-effective solution DATA COLLABORATION: Leverage built-in screen sharing tools MOMENTUM VIDEO: Leverage a solution far superior to any room-based system with: *Built-In Audio Conferencing Bridge *Secure Online Meeting Rooms *Reliable HD Video *Unlimited Usage *Ad-Hoc or Scheduled Sessions *Intuitive Interface *Live Streaming *Conference Recording *Remote Screen Sharing *Scalable Solutions *Ubiquitous Collaboration *Guaranteed Quality

Joel Comm - The Live Streaming Revolution

INBOUND

With bandwidth and mobile devices now a ubiquitous part of our everyday lives, a new generation of live video streaming apps have captured the attention of content creators. In this brand new talk, Internet veteran Joel Comm provides a run-down of the latest apps, shares use studies and explores possibilities for content creators wanted to reach and engage with an audience. From Periscope and Meerkat to Hangouts and Blab.im, this talk will provide you with up-to-date survey of the fast-growing live-streaming market.

Bot Trends 2017

David Pichsenmeister

Bots are the new big thing in Social Media and quickly changing the way we interact with services. These bots or chatbots are lightweight apps which live within messengers such as WhatsApp, Facebook Messenger, WeChat, Kik, Viber, LINE, Telegram or other messaging apps. The 2017 edition of David Pichsenmeister's annual Bot Trends report covers today's messaging growth and an in-depth look at the following: 1. Global Messaging Trends - Messengers have surpassed traditional Social Media and already one of the most used apps on Smartphones 2. Global Bot Trends - Distribution channels are shifting from Apps to lightweight apps built on top of existing platforms 3. Conversational Interface - Natural language and Voice is gaining more and more popularity through latest enhancements in AI and machine learning, as for example with Amazon Alexa, Siri or Google Home 4. Structured Input and Webviews - Predefined templates and micro websites giving developers the opportunity to build app like experiences on top of messaging apps 5. Canonical Interfaces - Existing usecases and channels will be transferred to streamlined and comprehensive experiences 6. Group Messaging - Adding bots to groups or interacting with them on the fly in existing conversations will open up completely new experiences for users 7. Human Supervision - Traditional customer care agents are transitioning into a new role, supervising chat bots 8. Bot Discovery - How bots will be discovered on different messaging networks

Customer Success Strategy Template

OpsPanda

The 5 Must Have Customer Success Processes

Totango

Video Conferencing PptJAGJITSINGH25

Customer Success Management ( CSM ) Org Structures by Gainsight

Gainsight

Customer Success Plan Template

OpsPanda

The Definitive Guide to Customer Success 2017

Lincoln Murphy

The Customer Success movement has taken the SaaS industry by storm, even requiring an updated SaaS Business Model definition. But what exactly is Customer Success? Is it an organizational mindset? Is it a corporate strategy? Is it a set of tactics designed to produce happy, successful customers that in turn creates success for you, the SaaS vendor? The answer is... all of the above. In this guide I've enumerated 17 key elements of Customer Success for SaaS companies. I hope it helps you reach your goals.

2016 SaaS Metrics Report

Totango

Every year we take the opportunity to run a comprehensive survey of professionals at SaaS companies ranging from early startups to established businesses with over $100M in revenue. Our aim is to better understand the key performance indicators used by SaaS companies to run their business. For the 2016 SaaS Metrics survey report, we have added several questions based on the comments and responses over the years. New topics covered this year include company spending on customer retention and the definition/measurement of customer health.

Viewers also liked (19)

2016 Customer Success Salary Survey

Mastering the Business of Customer Success

Live video chat

Video-Platform-as-a-Service-2016-Zohar_Babin

Transition From Account Management To Success Management

Live Streaming Checklist

Why you should live stream your next major meeting

Live Streaming is the Future and the Future is Now

Live Streaming Video Use By Brands [INFOGRAPHIC]

Video Conferencing SlideShare from Momentum

Joel Comm - The Live Streaming Revolution

Bot Trends 2017

Customer Success Strategy Template

The 5 Must Have Customer Success Processes

Video Conferencing Ppt

Customer Success Management ( CSM ) Org Structures by Gainsight

Customer Success Plan Template

The Definitive Guide to Customer Success 2017

2016 SaaS Metrics Report

Similar to Being The Voice Of The Customer

Customer Driven Digital Transformation

René Werner

Global Best Practices: Microsoft’s Marketing Transformation to Reach 86 Count...

Marketo

In today’s global marketplace, buyers expect personalized journeys in their native language to guide them through the purchase process. To meet this requirement, vendors need global marketing systems and strategies that deliver dynamic and engaging content across multiple channels with speed and significant scale. Join Charles Eichenbaum, Director of Marketing Technology at Microsoft, to hear Microsoft’s digital marketing transformation story and how they use Marketo and Cloudwords to speed time to market for global campaigns and localized content.

Accelerate Track

Amazon Web Services

Getting Started on AWS

Amazon Web Services

Jan Bosch | Agile Product Development: From Hunch to Hard Data

Optimizely

Agile methodology has become widely adopted in business, particularly among software and product development teams. But is an Agile team enough? Is the development of products from a long-term roadmap truly Agile? And how can you and your team release features that meet ever-changing user expectations? Join Prof. Jan Bosch, Dir. Software Centre of Gothenburg, as he reveals how experimentation and iterative development support your business in building better products to add more value. What this webinar will show you: Applying a holistic approach to Agile development Creating value through experimentation and iterative product development Identifying practical ways to get started: how to pick the right feature, identify meaningful KPIs, and deploy code

Adobe Business.pptx

Ankush Kapil

Digital Transformation Profile

Exo Futures

How transformative is your digital vision? Have you considered: The Transformation of Market The Transformation of Business Models The Transformation of Offering The Transformation of Work The Transformation of Velocity The Transformation of Demand The Transformation of Finance The Transformative Mindset considers: Massive Transformative Purpose The Exponential Organisarion (Salim Ismail) Adaptive and emergent (Org change capability) Episodic to Continuous Strategy, Marketing, Budgeting, Capabilities Good for now, MVP, lean validation Culture of Holacracy Accountability and Self Managed Teams

Avaya intro & updates

David Ward

Digital Assurance: Develop a Comprehensive Testing Strategy for Digital Trans...

CA Technologies

Sales Strategykktv

Inventures Overview

Inventures

[Webinar] AWS Activate Webinar Series for Startups, Funding, Pitching and Ven...

Amazon Web Services

Startups are always looking for ways to grow and often, capital is one of the most important aspects which is needed to fuel that growth. This webinar provides an overview of Venture Capital and how it has evolved with emergence of Open Source and Cloud. The webinar also focuses on funding, how to pitch throughout the funding process and provides answers to some of the most commonly asked questions like "What does a good pitch look like" or "What are some of the best practices in pitching". The session will also cover tips from top VC's and startups that raised funds successfully.

Scaled Agile Framework® (SAFe®)

Rishi Chaddha

Scaled Agile Framework, SAFe, has been adopted by organizations of domain ranging from finance, logistics, insurance and government. SAFe provides a framework to apply Lean and Agile practices at an enterprise level. But why use SAFe? In this interactive session based on Rishi Chaddha, SAFe consultant, experience in implementing SAFe in big financial institute. Going beyond the theory we will talk about the challenges faced when implementing SAFe in portfolio which includes hundred of people distributed worldwide. Each initiative in the portfolio can be worth from few thousand of dollars to millions of dollars. The talk will cover both the good and the bad and will show how to practically start SAFe transformation.

Blending ITIL, Agile, DevOps and LeanUX at Auto Trader UK

Andrew Humphrey

Co-dependency with Clients - building a great product ≠ great product success

Barry Magee

Building a Culture of Experimentation at HP

Optimizely

Today’s leading digital businesses, such as Amazon, Google and Facebook, cite experimentation as the key to constantly improving their digital experiences. Yet many companies are still in the early stages of adopting a test and learn mindset when it comes to innovating on their own experiences. In this webinar, hear how HP has built a global center of excellence, structured their experimentation teams and meetings, and focused on technology, governance, and strategy on their way to building a culture of experimentation. You'll learn: - How we structured our Center Of Excellence, and why it's working for us at a global scale - Our emphasis on Data and Strategy, ensuring we make effective business decisions - How we’ve interlocked our technologies to give us insights and the edge on our Experiments - Our Partnership and Growth Story, on our way to grow experiments by 3x worldwide YoY

Acqueon Wins Red Herring 100 Award

julieburroughs

ISV Ecosystems: the silver bullet for growth and defensibility

CodeScience

Not having multiple defensible moats around your SaaS business can greatly hinder growth and lead to losing ground to your competition. Without them, your business is likely an API accessible database in the cloud that can easily be replaced. But how do you build these moats? Learn: -The 6 core reasons why ISV ecosystems make sense -The 3 types of platforms to support ecosystems -The 3 types of UI integration layers to assist ISVs that integrate -How ISV ecosystems provide defensibility and network effects -The challenges for your product management team as they transition to having an ecosystem Roles required for your organization to successfully manage a thriving ecosystem

Starting A Successful ISV Business with Salesforce (October 13, 2014)

Salesforce Partners

How to Build a Successful AWS Consulting Practice

Amazon Web Services

IDC Analysts predict that the market for public cloud consulting services will grow 10x faster than overall IT professional services. This session will cover how AWS consulting partners have built successful AWS practices by investing in sales, delivery, training, and building AWS specific methodologies. We will cover best practices in each functional area, and provide a 6-12 month roadmap for building your AWS practice.

Similar to Being The Voice Of The Customer (20)

Customer Driven Digital Transformation

Global Best Practices: Microsoft’s Marketing Transformation to Reach 86 Count...

Accelerate Track

Getting Started on AWS

Jan Bosch | Agile Product Development: From Hunch to Hard Data

Adobe Business.pptx

Digital Transformation Profile

Avaya intro & updates

Digital Assurance: Develop a Comprehensive Testing Strategy for Digital Trans...

Sales Strategy

Inventures Overview

[Webinar] AWS Activate Webinar Series for Startups, Funding, Pitching and Ven...

Scaled Agile Framework® (SAFe®)

Blending ITIL, Agile, DevOps and LeanUX at Auto Trader UK

Co-dependency with Clients - building a great product ≠ great product success

Building a Culture of Experimentation at HP

Acqueon Wins Red Herring 100 Award

ISV Ecosystems: the silver bullet for growth and defensibility

Starting A Successful ISV Business with Salesforce (October 13, 2014)

How to Build a Successful AWS Consulting Practice

More from Totango

SuccessBLOCs Webinar Adoption

Totango

Escalation: Accelerate Customer Resolution Time and Increase Customer Satisfa...

Totango

In this webinar, Ravit Danino, VP of Product Management at Totango, gives an in-depth look at a groundbreaking, modular, concept in Customer Success. In our first ever mini-series SuccessBLOCs: Onboarding, Escalation, and Adoption, the second installment Escalation, you'll learn: -Detecting, acting on and resolving customer escalations are a part of the Customer Success journey -How Spark can help you dramatically improve the customer experience and reduce friction and frustration along the way Find the on-demand webinar and more info at www.totango.com.

Totango Spark: The Future of Customer Success has Arrived

Totango

Spark is finally here! Join our Customer Success industry expert and VP of Product Management at Totango, Ravit Danino, for this introductory webinar on the general availability of Spark. Totango Spark empowers enterprises to quickly adopt and operationalize customer-centricity across their organizations, enabling them to complete their digital transformation and grow their business by becoming more customer-centered. In this webinar we cover: - How Totango Spark can guide enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices to achieve business goals faster. - SuccessBLOCs - a groundbreaking, modular, concept in customer success, allowing organizations to start with their most critical business priority first, and grow into broader customer success initiatives, each step is chosen by the business to meet specific customer success goals. Find the on-demand webinar and more info at www.totango.com.

Onboarding: Optimize the New Customer Journey for Seamless Product Adoption

Totango

In this webinar, Ravit Danino, VP of Product Management at Totango, gives an in-depth look at a groundbreaking, modular, concept in Customer Success. In our first ever mini-series SuccessBLOCs: Onboarding, Escalation, and Adoption, first installment Onboarding, you'll learn: -How to dramatically improve the new customer onboarding journey -Be able to meet the milestones in an onboarding project timeline and overall goals -How to delight end users and enable a consistent and efficient experience -Ensure the customer post onboarding is adopting the product or service Find the on-demand webinar and more info at www.totango.com.

Totango Case Study: Million Dollar Bet: Dimension Data is All-in for Customer...

Totango

The State of the Customer Success Profession 2018 - Survey Results First Look

Totango

Webinar - Accelerating the Impact of Customer Success in the Enterprise

Totango

Three Companies That Elevated Their VoC and Survey Programs - CSSummit18

Totango

Goal-Oriented Technology

Totango

Building Your Champion Network

Totango

The Value of Customer Data

Totango

Presented by Christine Bensen, Senior Director of Product Management at CA Technologies, at Customer Success Summit 2018, Track 1. Moving to SaaS is a huge transformation. Hear how CA managed this change, the impact it had inside and outside their organization, and how the whole company, from Product, Marketing, Finance, Sales, Support, Services, Partners, UX, all needed the single source of truth to succeed.

Creating a CX-Focused Company

Totango

Making an Impact on the Organization Through Thoughtful Goal Setting

Totango

Million Dollar Bet - We're All-in In Customer Success

Totango

How to Become a CCO - Talk the Talk

Totango

Building the Customer Centricty Engine in IoT and XaaS

Totango

The Fusion of CX and CS

Totango

Architecting Effortless Customer Experiences

Totango

Leveraging Machine Learning to Delight Customers

Totango

Accelerating The Customer Success Impact

Totango

More from Totango (20)

SuccessBLOCs Webinar Adoption

Escalation: Accelerate Customer Resolution Time and Increase Customer Satisfa...

Totango Spark: The Future of Customer Success has Arrived

Onboarding: Optimize the New Customer Journey for Seamless Product Adoption

Totango Case Study: Million Dollar Bet: Dimension Data is All-in for Customer...

The State of the Customer Success Profession 2018 - Survey Results First Look

Webinar - Accelerating the Impact of Customer Success in the Enterprise

Three Companies That Elevated Their VoC and Survey Programs - CSSummit18

Goal-Oriented Technology

Building Your Champion Network

The Value of Customer Data

Creating a CX-Focused Company

Making an Impact on the Organization Through Thoughtful Goal Setting

Million Dollar Bet - We're All-in In Customer Success

How to Become a CCO - Talk the Talk

Building the Customer Centricty Engine in IoT and XaaS

The Fusion of CX and CS

Architecting Effortless Customer Experiences

Leveraging Machine Learning to Delight Customers

Accelerating The Customer Success Impact

Recently uploaded

Turn Digital Reputation Threats into Offense Tactics - Daniel Lemin

DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions

When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker. Key Takeaways: - New framework for examining and safeguarding an online reputation - Tools and techniques to keep you a step ahead - Practical examples that demonstrate when to act, how to act and how to recover

15 ideas and frameworks on the art of storytelling

Aatir Abdul Rauf

De-risk Your Digital Evolution - Hannah Grap

DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions

It's another new era of digital and marketers are faced with making big bets on their digital strategy. If you are looking at modernizing your tech stack to support your digital evolution, there are a few can't miss (often overlooked) areas that should be part of every conversation. We'll cover setting your vision, avoiding siloes, adding a democratized approach to data strategy, localization, creating critical governance requirements and more. Attendees will walk away with actions they can take into initiatives they are running today and consider for the future.

Unknown to Unforgettable - The Art and Science to Being Irresistible on Camer...

DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions

Videos are more engaging, more memorable, and more popular than any other type of content out there. That’s why it’s estimated that 82% of consumer traffic will come from videos by 2025. And with videos evolving from landscape to portrait and experts promoting shorter clips, one thing remains constant – our brains LOVE videos. So is there science behind what makes people absolutely irresistible on camera? The answer: definitely yes. In this jam-packed session with Stephanie Garcia, you’ll get your hands on a steal-worthy guide that uncovers the art and science to being irresistible on camera. From body language to words that convert, she’ll show you how to captivate on command so that viewers are excited and ready to take action.

Traditional Store Audits are Outdated: A New Approach to Protecting Your Bran...

Auxis Consulting & Outsourcing

Is AI-Generated Content the Future of Content Creation?

Cut-the-SaaS

Discover the transformative power of AI in content creation with our presentation, "Is AI-Generated Content the Future of Content Creation?" by Puran Parsani, CEO & Editor of Cut-The-SaaS. Learn how AI-generated content is revolutionizing marketing, publishing, education, healthcare, and finance by offering unprecedented efficiency, creativity, and scalability. Understanding AI-Generated Content: AI-generated content includes text, images, videos, and audio produced by AI without direct human involvement. This technology leverages large datasets to create contextually relevant and coherent material, streamlining content production. Key Benefits: Content Creation: Rapidly generate high-quality content for blogs, articles, and social media. Brainstorming: AI simulates conversations to inspire creative ideas. Research Assistance: Efficiently summarize and research information. Market Insights: The content marketing industry is projected to grow to $17.6 billion by 2032, with AI-generated content expected to dominate over 55% of the market. Case Study: CNET’s AI Content Controversy: CNET’s use of AI for news articles led to public scrutiny due to factual inaccuracies, highlighting the need for transparency and human oversight. Benefits Across Industries: Marketing: Personalize content at scale and optimize engagement with predictive analytics. Publishing: Automate content creation for faster publication cycles. Education: Efficiently generate educational materials. Healthcare: Create accurate content for patients and professionals. Finance: Produce timely financial content for decision-making. Challenges and Ethical Considerations: Transparency: Disclose AI use to maintain trust. Bias: Address potential AI biases with diverse datasets. SEO: Ensure AI content meets SEO standards. Quality: Maintain high standards to prevent misinformation. Conclusion: AI-generated content offers significant benefits in efficiency, personalization, and scalability. However, ethical considerations and quality assurance are crucial for responsible use. Explore the future of content creation with us and see how AI is transforming various industries. Connect with Us: Follow Cut-The-SaaS on LinkedIn, Instagram, YouTube, Twitter, and Medium. Visit cut-the-saas.com for more insights and resources.

What’s “In” and “Out” for ABM in 2024: Plays That Help You Grow and Ones to L...

Demandbase

Grow Your Business Online: Introduction to Digital Marketing

Digital Discovery Institute

In today's digital world, customers are just a click away. "Grow Your Business Online: Introduction to Digital Marketing" dives into the exciting world of digital marketing, equipping you with the tools and strategies to reach new audiences, expand your reach, and ultimately grow your business. website = https://digitaldiscovery.institute/ address = C 210 A Industrial Area, Phase 8B, Sahibzada Ajit Singh Nagar, Punjab 140308

Adapt or Die - Jon Lakefish, Lakefish Group LLC

DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions

A.I. (artificial intelligence) platforms are popping up all the time, and many of them can and should be used to help grow your brand, increase your sales and decrease your marketing costs.In this presentation:We will review some of the best AI platforms that are available for you to use.We will interact with some of the platforms in real-time, so attendees can see how they work.We will also look at some current brands that are using AI to help them create marketing messages, saving them time and money in the process. Lastly, we will discuss the pros and cons of using AI in marketing & branding and have a lively conversation that includes comments from the audience. Key Takeaways: Attendees will learn about LLM platforms, like ChatGPT, and how they work, with preset examples and real time interactions with the platform. Attendees will learn about other AI platforms that are creating graphic design elements at the push of a button...pre-set examples and real-time interactions.Attendees will discuss the pros & cons of AI in marketing + branding and share their perspectives with one another. Attendees will learn about the cost savings and the time savings associated with using AI, should they choose to.

Your Path to Profits - The Game-Changing Power of a Marketing - Daniel Bussius

DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions

Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success. Key Takeaways: • Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot. • Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers. • Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions. • Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.

Metaverse Marketing in the Generation of the Internet - Eugene Capon

DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions

How to Use AI to Write a High-Quality Article that Ranks

minatamang0021

In the world of content creation, many AI bloggers have drifted away from their original vision, resulting in low-quality articles that search engines overlook. Don't let that happen to you! Join us to discover how to leverage AI tools effectively to craft high-quality content that not only captures your audience's attention but also ranks well on search engines. Disclaimer: Some of the prompts mentioned here are the examples of Matt Diggity. Please use it as reference and make your own custom prompts.

A Guide to UK Top Search Engine Optimization

Brand Highlighters

Unleash the power of UK SEO with Brand Highlighters! Our guide delves into the unique search landscape of Britain, equipping you with targeted strategies to dominate UK search engine results. Discover local SEO tactics, keyword magic for UK audiences, and mobile optimization secrets. Get your website seen by the right people and propel your brand to the top of UK searches. To learn more: https://brandhighlighters.co.uk/blog/top-seo-agencies-uk/

The What, Why & How of 3D and AR in Digital Commerce

PushON Ltd

Vladimir Mulhem has over 20 years of experience in commercialising cutting edge creative technology across construction, marketing and retail. Previously the founder and Tech and Innovation Director of Creative Content Works working with the likes of Next, John Lewis and JD Sport, he now helps retailers, brands and agencies solve challenges of applying the emerging technologies 3D, AR, VR and Gen AI to real-world problems. In this webinar, Vladimir will be covering the following topics: Applications of 3D and AR in Digital Commerce, Benefits of 3D and AR, Tools to create, manage and publish 3D and AR in Digital Commerce.

Digital Marketing Trends - Experts Insights on How to Gain a Competitive Edge

DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions

Turn Digital Reputation Threats into Offense Tactics - Daniel Lemin

DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions

When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.\ Key Takeaways: - New framework for examining and safeguarding an online reputation - Tools and techniques to keep you a step ahead - Practical examples that demonstrate when to act, how to act and how to recover

Monthly Social Media News Update May 2024

Andy Lambert

TL;DR. These are the three themes that stood out to us over the course of last month. 1️⃣ Social media is becoming increasingly significant for brand discovery. Marketers are now understanding the impact of social and budgets are shifting accordingly. 2️⃣ Instagram’s new algorithm and latest guidance will help us maintain organic growth. Instagram continues to evolve, but Reels remains the most crucial tool for growth. 3️⃣ Collaboration will help us unlock growth. Who we work with will define how fast we grow. Meta continues to evolve their Creator Marketplace and now TikTok are beginning to push ‘collabs’ more too.

SMM Cheap - No. 1 SMM panel in the world

smmpanel567

Boost your social media marketing with our SMM Panel services offering SMM Cheap services! Get cost-effective services for your business and increase followers, likes, and engagement across all social media platforms. Get affordable services perfect for businesses and influencers looking to increase their social proof. See how cheap SMM strategies can help improve your social media presence and be a pro at the social media game.

Google Ads Vs Social Media Ads-A comparative analysis

akashrawdot

The New Era Of SEO - How AI Has Changed SEO Forever - Danny Leibrandt

DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions

In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way. Key Takeaways: 1. Real content is king 2. Find ways to show EEAT 3. Repurpose across all platforms

Recently uploaded (20)

Turn Digital Reputation Threats into Offense Tactics - Daniel Lemin

15 ideas and frameworks on the art of storytelling

De-risk Your Digital Evolution - Hannah Grap

Unknown to Unforgettable - The Art and Science to Being Irresistible on Camer...

Traditional Store Audits are Outdated: A New Approach to Protecting Your Bran...

Is AI-Generated Content the Future of Content Creation?

What’s “In” and “Out” for ABM in 2024: Plays That Help You Grow and Ones to L...

Grow Your Business Online: Introduction to Digital Marketing

Adapt or Die - Jon Lakefish, Lakefish Group LLC

Your Path to Profits - The Game-Changing Power of a Marketing - Daniel Bussius

Metaverse Marketing in the Generation of the Internet - Eugene Capon

How to Use AI to Write a High-Quality Article that Ranks

A Guide to UK Top Search Engine Optimization

The What, Why & How of 3D and AR in Digital Commerce

Digital Marketing Trends - Experts Insights on How to Gain a Competitive Edge

Turn Digital Reputation Threats into Offense Tactics - Daniel Lemin

Monthly Social Media News Update May 2024

SMM Cheap - No. 1 SMM panel in the world

Google Ads Vs Social Media Ads-A comparative analysis

The New Era Of SEO - How AI Has Changed SEO Forever - Danny Leibrandt

Being The Voice Of The Customer

1. Being the voice of the customer Ariel Hitron VP Customer Success Kaltura

2. About Kaltura Recognized Leader in the OTT TV, OVP (Online Video Platform), EdVP and EVP Markets Turnkey Video SaaS Products Flexible Video Platform as a Service (VPaaS) Cloud, On Premise and Hybrid Deployment Options 1000+ Global Customers (Operators, Media, Enterprises & EDU Inst.) 420 Employees Global Presence (NY, SF, London, Tel Aviv, Singapore, Sao Paulo) Reaching 500M+ Users Developer Community 100,000+ Strong Financial Model With Robust SaaS Metrics

3. How can CSM reflect the “voice of the customer” to drive improvement ? Customer Product improvement (Roadmap) Process improvement Pricing improvement CSM In Theory:

4. Many times CSM’s are asked not only to “reflect the voice” but also to “filter the noise” of the customer In Practice: Here are some common practices that work for us How can CSM reflect the “voice of the customer” to drive improvement ?

5. 1. The Fire Drill Tactical Strategic Qualitative Quantitative

6. 2. Poor Health Report (weekly) Tactical Strategic Qualitative Quantitative

7. 3. User Groups & CAB (Quarterly) Tactical Strategic Qualitative Quantitative

8. 4. Customer Survey Tactical Strategic Qualitative Quantitative

9. 5. Customer Segmentation Analysis Account MRRAccount MRR TotalMRR #Accounts Tactical Strategic Qualitative Quantitative

10. 6. Churn Analysis (Quarterly) Tactical Strategic Qualitative Quantitative • Is Churn Distributed across many small accounts? Or consolidated on a few large ones? • Is churn more prominent in one region over another? One vertical over another? • Which products /solution are most effected by Churn • Etc.

11. 7. Customer Profitability Analysis Tactical Strategic Qualitative Quantitative

12. When will I have time for this?

13. When will I have time for this? Some suggestions: • Collaborate with other departments - Finance, Product, Marketing • Divide the responsibilities in the team • Define standard frequencies to analyze and review the reports • Use great tools for automation

14. Thank You! Ariel Hitron VP Customer Success Kaltura

Editor's Notes

qualitative. Set the agenda, invite the speakers , guide the discussion, invite the product executive to participate.
Different types of surveys: annual survey based on industry, satisfaction surveys at different touch points. Working on NPS Done in collaboration with product marketing, PS , etc.
Important as a qualification of the importance of the needs of each customer segment. When there is a need to prioritize it is better to do on a segment of customers rather then a single one.

Being The Voice Of The Customer

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Viewers also liked

Viewers also liked (19)

Similar to Being The Voice Of The Customer

Similar to Being The Voice Of The Customer (20)

More from Totango

More from Totango (20)

Recently uploaded

Recently uploaded (20)

Being The Voice Of The Customer

Editor's Notes