Customer Satisfaction Survey
•
2 likes•5,067 views
The document is a customer satisfaction survey that asks customers to rate a company on various aspects of their customer experience on a scale of 1 to 10. It seeks feedback on the sales staff, buying process, value proposition, products/services, customer service and support, website/portal, and brand preference. The survey aims to help the company understand where it exceeds expectations or needs improvement so it can better serve customers' needs.
Report
Share
Report
Share
Recommended
Fitting Customer Success into the Org Chart
This presentation will help you figure out where the Customer Success division should sit within your company.
How to Scale Your Customer Success Network by Aligning With Channel Partners
The challenge of ensuring client and end-user outcomes is much, much tougher when you sell through the Channel. The business model is solid: Channel Partners drive new revenue at scale very effectively. But how do you protect that revenue when it comes time for renewal and upsell? In other words, how do you protect your customers, their ARR, and their outcomes in the Channel?
We’re so excited to present Jen Spencer, VP of Sales & Marketing at Allbound, joined by Karl Rumelhart, VP of Products at Gainsight. Together they represent the definitive authority on how to leverage best practices and cutting-edge technology to set your customers up for success through the Channel from your company’s very first outreach at the top of the funnel all the way through renewal and expansion.
In this webinar, you’ll learn:
Common hurdles facing Customer Success Managers when working with Channel Partners
How to align with Sales & Marketing to create effective operations that ensure healthy customers
How to structure your Partner relationships around positive, repeatable customer outcomes
How to capture and analyze data insights when you don’t have great access to customer usage information
Best practices including technology and tactics for running a world-class CSM org in the Channel
Much, much more
Sales excellence
Sales Training for Corporate & Educational Institutions Company Profile Call Amar Reddy 9886722123
Sales excellence diagnostic
Analyses areas in order to improve your sales organisation. The Sales Excellence Diagnostic© is one of the most comprehensive, evidence based tools for assessing the fitness of your sales organisation. Created from an MBA research project at Warwick Business School in 2009, it has been continually updated based on emerging sales best practice. It will give you a truly objective, up to date, grounded viewpoint of your sales organisation, which you can use to assess where improvements can be made.
Customer Engagement Marketing eBook
Use this eBook to help your customer success team better harness the power of customer engagement marketing to increase your renewal rate. In the presentation we define customer engagement marketing and lay out the steps you should take to implement an effective strategy.
Segmentation Best Practices
One of the first steps to creating or refreshing your customer success strategy is to develop a holistic segmentation approach that allows you to deliver on customer needs in an affordable way. In this webinar, we'll explore frameworks and benchmarks to help you get started on crafting your strategy.
How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer...
The best healthcare professionals are able to ask the right questions to get the right feedback at the right time to correctly diagnose and care for their patients. The best healthcare IT professionals must do the exact same thing for their patients.
Join Roelf Kuitse, Manager of Imprivata’s Customer Success Organization, and Ganesh Subramanian, Gainsight’s Director of Product Marketing, as they deep-dive into how Imprivata leveraged the power of Customer Success to generate $15M worth of add-on opportunities.
In this webinar, you'll learn:
How to implement an effective CS org in Healthcare IT
Tactics for reducing risk in complex accounts
How to streamline your customer journey to massively boost expansion opportunities
And much more
Customer Success Manager Portfolio
Collaboration. Puzzle Solving. Technology Champion. Customer Centric. Life Long Learner. All of these core skills blend together to make me a strong Customer Success Manager.
I am a passionate customer advocate and technology champion. Seen as a trusted advisor and puzzle solver by clients and coworkers alike. I am able to communicate across technical skill levels. Driven to help clients achieve business and organizational goals through technology.
Recommended
Fitting Customer Success into the Org Chart
This presentation will help you figure out where the Customer Success division should sit within your company.
How to Scale Your Customer Success Network by Aligning With Channel Partners
The challenge of ensuring client and end-user outcomes is much, much tougher when you sell through the Channel. The business model is solid: Channel Partners drive new revenue at scale very effectively. But how do you protect that revenue when it comes time for renewal and upsell? In other words, how do you protect your customers, their ARR, and their outcomes in the Channel?
We’re so excited to present Jen Spencer, VP of Sales & Marketing at Allbound, joined by Karl Rumelhart, VP of Products at Gainsight. Together they represent the definitive authority on how to leverage best practices and cutting-edge technology to set your customers up for success through the Channel from your company’s very first outreach at the top of the funnel all the way through renewal and expansion.
In this webinar, you’ll learn:
Common hurdles facing Customer Success Managers when working with Channel Partners
How to align with Sales & Marketing to create effective operations that ensure healthy customers
How to structure your Partner relationships around positive, repeatable customer outcomes
How to capture and analyze data insights when you don’t have great access to customer usage information
Best practices including technology and tactics for running a world-class CSM org in the Channel
Much, much more
Sales excellence
Sales Training for Corporate & Educational Institutions Company Profile Call Amar Reddy 9886722123
Sales excellence diagnostic
Analyses areas in order to improve your sales organisation. The Sales Excellence Diagnostic© is one of the most comprehensive, evidence based tools for assessing the fitness of your sales organisation. Created from an MBA research project at Warwick Business School in 2009, it has been continually updated based on emerging sales best practice. It will give you a truly objective, up to date, grounded viewpoint of your sales organisation, which you can use to assess where improvements can be made.
Customer Engagement Marketing eBook
Use this eBook to help your customer success team better harness the power of customer engagement marketing to increase your renewal rate. In the presentation we define customer engagement marketing and lay out the steps you should take to implement an effective strategy.
Segmentation Best Practices
One of the first steps to creating or refreshing your customer success strategy is to develop a holistic segmentation approach that allows you to deliver on customer needs in an affordable way. In this webinar, we'll explore frameworks and benchmarks to help you get started on crafting your strategy.
How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer...
The best healthcare professionals are able to ask the right questions to get the right feedback at the right time to correctly diagnose and care for their patients. The best healthcare IT professionals must do the exact same thing for their patients.
Join Roelf Kuitse, Manager of Imprivata’s Customer Success Organization, and Ganesh Subramanian, Gainsight’s Director of Product Marketing, as they deep-dive into how Imprivata leveraged the power of Customer Success to generate $15M worth of add-on opportunities.
In this webinar, you'll learn:
How to implement an effective CS org in Healthcare IT
Tactics for reducing risk in complex accounts
How to streamline your customer journey to massively boost expansion opportunities
And much more
Customer Success Manager Portfolio
Collaboration. Puzzle Solving. Technology Champion. Customer Centric. Life Long Learner. All of these core skills blend together to make me a strong Customer Success Manager.
I am a passionate customer advocate and technology champion. Seen as a trusted advisor and puzzle solver by clients and coworkers alike. I am able to communicate across technical skill levels. Driven to help clients achieve business and organizational goals through technology.
The Customer Success Maturity Model | ClientSuccess
Join customer success leader, Dave Blake, CEO/Founder of ClientSuccess as he discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. The webinar will help you determine your current customer success maturity and guide you through the next steps and best practices to strengthen your approach to customer success.
We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. MST. The webinar is called “The Customer Success Maturity Model”. You can request the recorded version by entering the following link into your browser:
https://www.clientsuccess.com/recorded-customer-success-maturity-model/?utm_medium=Organic&utm_source=Slideshare&utm_campaign=Slideshare&utm_content=Customer-Success-Maturity-Model-Webinar-Slideshare
Customer Success Management 101 Curriculum Preview
Customer Success University launches June 30, 2014 with the first course: Customer Success Management 101.
This self-paced course, made up of 12 lessons developed by top Customer Success experts, provides you with the critical foundation for a career as a Customer Success Manager.
CSM101 is step one of three on the way to becoming a Certified Customer Success Manager.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
METRICS YOU SHOULD TRACK FOR AWESOME CUSTOMER SUCCESS
Customer Success Summit 2015 breakout session:
Presented by: Nathan Williams, Head of Customer Success Ops, LinkedIn
Forrester Research: How the Customer Success Industry is Evolving
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation by Forrester Research - How the Customer Success Industry is Evolving - is from Pulse 2014, the biggest Customer Success industry event ever.
Driving a Kick-Ass Coaching Culture: Dispelling Myths & Adopting Best Practices
What You'll learn:
- Purposeful practice: What it means and actionable tactics you can put into play
- The sales coaching gap and understanding if you're suffering from it
- The most common coaching challenges sales team face today and how to overcome them
The Competitive Intel Playbook for B2B Sales: How to Win a Deal Before It Starts
We all want competitive sales success. But how we get there?
We know that successful organizations must have product-market fit, build trust, and deliver an amazing customer experience. Sounds easy, right? Surprisingly, there are a lot of organizations missing out on using competitive intelligence data to improve their close rates.
From marketing to sales to customer success, competitive intel can shape sales conversations from pre-deal all the way through onboarding.
Join us as we walk you through achieving alignment and strategies to leverage competitive intelligence.
How to measure your success as a Customer Success Manager
As CSMs, we can usually rattle off a number of metrics and statistics that we use to measure our customer's health and success -- but it gets a little less standardized when others ask us how we measure our own success. Renewals and churn are both important metrics to keep an eye on, but they're not the only ones.
In this webinar, we’ve partnered with Sparkcentral to discuss:
- The benefits of a top-down approach when re-evaluating CS team goals
- The importance of CSAT metrics
- Which KPIs to measure if Account Management and CS roles are combined
- Which questions to ask yourself when exploring and assessing your team’s current KPIs and goals
Join Krysta Gahagen and Julia Burnett, two Customer Success Managers from Sparkcentral, for the rundown of which KPIs are truly key for CSMs, and why.
Customer Success Management ( CSM ) Org Structures by Gainsight
Gainsight CEO, Nick Mehta, talks about the 5 organization models of Customer Success prevalent today. Which model does your business follow?
SaaS.City 2017 Customer Success Bootcamp
During the SaaS.City Customer Success bootcamp on Monday the 18th of September 2017, attendees at SaaStock 2017 found out how to manage customer risk, map customer health scores, justify the expense of Customer Success, and so much more.
The Customer Success Bootcamp mentors include Dan Steinman, GM of Gainsight EMEA; David Apple, VP of Customer Success at Typeform; and Cristina Georgoulaki, Head of Customer Success at Typeform. This event was exclusively for SaaStock conference ticket holders.
How to Align Customer Success Management with Sales and Marketing
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to Align Customer Success Management with Sales and Marketing - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Infusionsoft, LinkedIn, Clarizen, Intacct
Customer Success Hiring Guide
In this e-book, you'll find tips for hiring the right people into your customer success organization, including the traits your customer success managers should have, interview questions to help you test for those traits, and a sample job posting.
The Customer Success Business presented by Guy Nirpaz
The Customer Success Business presented by Guy Nirpaz at Totango's San Francisco Customer Success Roadshow
Metrics That Bridge Sales and Customer Success
From Customer Success Summit 2017 - Nate Richardson, Corporate Operations, Customer Success at xMatters, Inc., discusses "Metrics That Bridge Sales and Customer Success".
Learn more about Customer Success Summit: http://customersuccesssummit.com
Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success.
Learn more at www.totango.com.
Maria gitah k.k. muadilu why strategic management
strategic management as a way to increase your companies long term existence and competitive advantage .
How We Reorganized Our Entire Post-Sales Organization
One of Gainsight's principles is to "Carry the Torch" for the Customer Success industry. We've shared a lot about innovations in our processes, but not as much about our organization. In this session, Allison Pickens, VP of Customer Success and Business Operations at Gainsight, will share the story of how we re-organized post-sales to drive success for our customers.
Developing a World Class Customer Success Organization
Is your company adopting customer success but doesn’t know where in the organization it fits? Should customer success live under sales, marketing or product? How should you account for customer success? Watch Lincoln Murphy, Customer Success Evangelist, as he deep dives into issues such as:
The common mistakes when starting out (and how to avoid them)
How logical customer segmentation is key to effective coverage levels
Why the ideal characteristics of CSMs vary across customer segments (and how to plan for that)
And much more...
In Lincoln’s previous webinar, “Developing the Ultimate Customer Success Strategy” he discussed the value of implementing customer success at your company and why minimizing your attrition rate through customer success is imperative to any modern business. This is the next evolution of the discussion, taking the theory into practice.
Employee Satisfaction Survey
Get this template plus 350+ other premium business tools & templates at www.demandmetric.com
More Related Content
What's hot
The Customer Success Maturity Model | ClientSuccess
Join customer success leader, Dave Blake, CEO/Founder of ClientSuccess as he discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. The webinar will help you determine your current customer success maturity and guide you through the next steps and best practices to strengthen your approach to customer success.
We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. MST. The webinar is called “The Customer Success Maturity Model”. You can request the recorded version by entering the following link into your browser:
https://www.clientsuccess.com/recorded-customer-success-maturity-model/?utm_medium=Organic&utm_source=Slideshare&utm_campaign=Slideshare&utm_content=Customer-Success-Maturity-Model-Webinar-Slideshare
Customer Success Management 101 Curriculum Preview
Customer Success University launches June 30, 2014 with the first course: Customer Success Management 101.
This self-paced course, made up of 12 lessons developed by top Customer Success experts, provides you with the critical foundation for a career as a Customer Success Manager.
CSM101 is step one of three on the way to becoming a Certified Customer Success Manager.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
METRICS YOU SHOULD TRACK FOR AWESOME CUSTOMER SUCCESS
Customer Success Summit 2015 breakout session:
Presented by: Nathan Williams, Head of Customer Success Ops, LinkedIn
Forrester Research: How the Customer Success Industry is Evolving
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation by Forrester Research - How the Customer Success Industry is Evolving - is from Pulse 2014, the biggest Customer Success industry event ever.
Driving a Kick-Ass Coaching Culture: Dispelling Myths & Adopting Best Practices
What You'll learn:
- Purposeful practice: What it means and actionable tactics you can put into play
- The sales coaching gap and understanding if you're suffering from it
- The most common coaching challenges sales team face today and how to overcome them
The Competitive Intel Playbook for B2B Sales: How to Win a Deal Before It Starts
We all want competitive sales success. But how we get there?
We know that successful organizations must have product-market fit, build trust, and deliver an amazing customer experience. Sounds easy, right? Surprisingly, there are a lot of organizations missing out on using competitive intelligence data to improve their close rates.
From marketing to sales to customer success, competitive intel can shape sales conversations from pre-deal all the way through onboarding.
Join us as we walk you through achieving alignment and strategies to leverage competitive intelligence.
How to measure your success as a Customer Success Manager
As CSMs, we can usually rattle off a number of metrics and statistics that we use to measure our customer's health and success -- but it gets a little less standardized when others ask us how we measure our own success. Renewals and churn are both important metrics to keep an eye on, but they're not the only ones.
In this webinar, we’ve partnered with Sparkcentral to discuss:
- The benefits of a top-down approach when re-evaluating CS team goals
- The importance of CSAT metrics
- Which KPIs to measure if Account Management and CS roles are combined
- Which questions to ask yourself when exploring and assessing your team’s current KPIs and goals
Join Krysta Gahagen and Julia Burnett, two Customer Success Managers from Sparkcentral, for the rundown of which KPIs are truly key for CSMs, and why.
Customer Success Management ( CSM ) Org Structures by Gainsight
Gainsight CEO, Nick Mehta, talks about the 5 organization models of Customer Success prevalent today. Which model does your business follow?
SaaS.City 2017 Customer Success Bootcamp
During the SaaS.City Customer Success bootcamp on Monday the 18th of September 2017, attendees at SaaStock 2017 found out how to manage customer risk, map customer health scores, justify the expense of Customer Success, and so much more.
The Customer Success Bootcamp mentors include Dan Steinman, GM of Gainsight EMEA; David Apple, VP of Customer Success at Typeform; and Cristina Georgoulaki, Head of Customer Success at Typeform. This event was exclusively for SaaStock conference ticket holders.
How to Align Customer Success Management with Sales and Marketing
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to Align Customer Success Management with Sales and Marketing - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Infusionsoft, LinkedIn, Clarizen, Intacct
Customer Success Hiring Guide
In this e-book, you'll find tips for hiring the right people into your customer success organization, including the traits your customer success managers should have, interview questions to help you test for those traits, and a sample job posting.
The Customer Success Business presented by Guy Nirpaz
The Customer Success Business presented by Guy Nirpaz at Totango's San Francisco Customer Success Roadshow
Metrics That Bridge Sales and Customer Success
From Customer Success Summit 2017 - Nate Richardson, Corporate Operations, Customer Success at xMatters, Inc., discusses "Metrics That Bridge Sales and Customer Success".
Learn more about Customer Success Summit: http://customersuccesssummit.com
Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success.
Learn more at www.totango.com.
Maria gitah k.k. muadilu why strategic management
strategic management as a way to increase your companies long term existence and competitive advantage .
How We Reorganized Our Entire Post-Sales Organization
One of Gainsight's principles is to "Carry the Torch" for the Customer Success industry. We've shared a lot about innovations in our processes, but not as much about our organization. In this session, Allison Pickens, VP of Customer Success and Business Operations at Gainsight, will share the story of how we re-organized post-sales to drive success for our customers.
Developing a World Class Customer Success Organization
Is your company adopting customer success but doesn’t know where in the organization it fits? Should customer success live under sales, marketing or product? How should you account for customer success? Watch Lincoln Murphy, Customer Success Evangelist, as he deep dives into issues such as:
The common mistakes when starting out (and how to avoid them)
How logical customer segmentation is key to effective coverage levels
Why the ideal characteristics of CSMs vary across customer segments (and how to plan for that)
And much more...
In Lincoln’s previous webinar, “Developing the Ultimate Customer Success Strategy” he discussed the value of implementing customer success at your company and why minimizing your attrition rate through customer success is imperative to any modern business. This is the next evolution of the discussion, taking the theory into practice.
What's hot (20)
The Customer Success Maturity Model | ClientSuccess
The Customer Success Maturity Model | ClientSuccess
Customer Success Management 101 Curriculum Preview
Customer Success Management 101 Curriculum Preview
METRICS YOU SHOULD TRACK FOR AWESOME CUSTOMER SUCCESS
METRICS YOU SHOULD TRACK FOR AWESOME CUSTOMER SUCCESS
Forrester Research: How the Customer Success Industry is Evolving
Forrester Research: How the Customer Success Industry is Evolving
Driving a Kick-Ass Coaching Culture: Dispelling Myths & Adopting Best Practices
Driving a Kick-Ass Coaching Culture: Dispelling Myths & Adopting Best Practices
The Competitive Intel Playbook for B2B Sales: How to Win a Deal Before It Starts
The Competitive Intel Playbook for B2B Sales: How to Win a Deal Before It Starts
How to measure your success as a Customer Success Manager
How to measure your success as a Customer Success Manager
Customer Success Management ( CSM ) Org Structures by Gainsight
Customer Success Management ( CSM ) Org Structures by Gainsight
How to Align Customer Success Management with Sales and Marketing
How to Align Customer Success Management with Sales and Marketing
The Customer Success Business presented by Guy Nirpaz
The Customer Success Business presented by Guy Nirpaz
How We Reorganized Our Entire Post-Sales Organization
How We Reorganized Our Entire Post-Sales Organization
Developing a World Class Customer Success Organization
Developing a World Class Customer Success Organization
Similar to Customer Satisfaction Survey
Employee Satisfaction Survey
Get this template plus 350+ other premium business tools & templates at www.demandmetric.com
Customer Experience audit
The Experience Audit is one of my favorite tools because it is a completely new perspective in which to look at your customer strategy. In doing the work, you will be better prepared to have more meaningful conversations with your internal teams.
The Experience Audit ask you to look at existing customer behaviors and outcomes because behavior is the end all, be all, of profitable business. Behavior is the proof that your product is meeting needs, that you are delivering meaningful value. Behavior doesn’t lie. It doesn’t say things are worse than they are and it doesn’t sugar coat because they really like the person, but hate the product.
You can have significant financial impact if you focus your efforts on shifting more of your customers toward the attributes and behaviors of your most profitable and naturally satisfied customers. You can create sustainable, measurable results while at the same time reducing the sometimes overwhelming effort involved.
Experience Audit
The Experience Audit is one of my favorite tools because it is a completely new perspective in which to look at your customer strategy. By completing the audit you will be better prepared to have more meaningful conversations with your internal teams.
The Experience Audit ask you to look at existing customer behaviors and outcomes because behavior is the end all, be all, of profitable business. Behavior is the proof that your product is meeting needs, that you are delivering meaningful value. Behavior doesn’t lie. It doesn’t say things are worse than they are and it doesn’t sugar coat because they really like the person, but hate the product.
You can have significant financial impact if you focus your efforts on shifting more of your customers toward the attributes and behaviors of your most profitable and naturally satisfied customers. You can create sustainable, measurable results while at the same time reducing the sometimes overwhelming effort involved.
11 Questions Every Executive Should Answer
This tool enables marketing and business executives to evaluate corporate
messaging effectiveness. By answering these strategic questions you’ll have
a better understanding of the challenges and opportunities your company
faces with respect to delivering compelling and differentiated messaging in
every customer conversation.
Drive Revenue with a Voice of the Customer Program
In 2019, organizations are still struggling to prove the value of their Customer Experience (CX) efforts. Learn how you can build an effective Voice of the Customer program and quantify the business impact.
Qualtrics CX Live Auckland
Join Qualtrics, Vodafone New Zealand and Kantar TNS as we share insights on how to bridge the experience gap within organisations.
Qualtrics CX Live Auckland
Qualtrics, Kantar TNS and Vodafone NZ share insights on how to fill the experience gap within organisations.
Service Quality PowerPoint Presentation Slides
This complete presentation has a set of thirtyone slides to show your mastery of the subject. Use this ready-made PowerPoint presentation to present before your internal teams or the audience. All presentation designs in this Service Quality Power Point Presentation Slides have been crafted by our team of expert PowerPoint designers using the best of PPT templates, images, data-driven graphs and vector icons. The content has been well-researched by our team of business researchers. The biggest advantage of downloading this deck is that it is fully editable in PowerPoint. You can change the colors, font and text without any hassle to suit your business needs.
Client Feedback Program - Client Opinions
Client Opinions, Market-Driven Thinking
Our market research firm, Client Opinions, offers a full-service client feedback program to help businesses gather actionable insights to grow their business.
Service Design Days 2018 - Masterclass Adam Smith and Sam Evans (Rawnet)
A typical organisation will have many departments; marketing, sales, customer service, operations etc. Each of these is involved and responsible for specific channels and (service) touchpoints. However, none of the habits that truly make an organisation customer centric are possible across fragmented departments. The thing is, customers don’t care about silos or systems. They care about outcomes and feeling positive.
Many organisations know the importance and benefits of customer centricity, but hardwired silo mentality is something large organisations struggle to get past. It’s ingrained in the culture. ‘Customer centricity’ fails because it’s no single department’s responsibility.
In this masterclass you will learn how to break down silos and how to collaborate as a business while putting the customer at the centre of everything you do. You’ll learn how to benchmark how customer centric an organisation is, and understand the steps you can take to empower your organisation to design new and exciting services that are both positive and convenient for your customers.
Perspectives 2013
Perspectives 2013 is a collection of Reactive's viewpoints from our offices around the world. Download the PDF version from http://www.reactive.com/perspectives-2013.html
The authors live and work in New York, London, Melbourne, Sydney and Auckland.
Your VoC Programme is underperforming - and you know it
Your VoC Programme is underperforming - and you know it.
This paper is not to convince you that you should have a Voice of the Customer (VoC) program. It’s 2020 – we assume you have this by now. If not, please let us know if you need arguments to convince your manager, we will help you.
However, 50% of all Voice of the Customer practitioners are unhappy with their programme1.
Fred Reichheld, the creator of the Net Promoter System, claims that 70% of companies do NPS wrong. And too many VoC programmes that we at Futurelab have ever encountered are struggling to reach their full potential or present a substantial ROI. Given the current focus on ROI in the evaluation of VoC (and in the broader sense CX) programmes, this is a dangerous position to find yourself.
In this paper, we show you the key steps you must take to ensure the success of your VoC programme – whether it is based on NPS, CES or other metrics.
Please join us for one of the webinars where I will give you cases, examples and best and worst practice stories to bring it all to life: https://lnkd.in/g8gNeSB
#customercentricity #cx #customerexperience #voiceofthecustomer #VoC
#NPS
Your VoC Programme is underperforming - do something about it
This paper is not to convince you that you should have a Voice of the Customer (VoC) program. It’s 2020 – we assume you have this by now. If not, please let us know if you need arguments to convince your manager, we will help you.
However, 50% of all Voice of the Customer practitioners are unhappy with their programme1.
Fred Reichheld, the creator of the Net Promoter System, claims that 70% of companies do NPS wrong. And too many VoC programmes that we at Futurelab have ever encountered are struggling to reach their full potential or present a substantial ROI. Given the current focus on ROI in the evaluation of VoC (and in the broader sense CX) programmes, this is a dangerous position to find yourself.
In this paper, we show you the key steps you must take to ensure the success of your VoC programme – whether it is based on NPS, CES or other metrics.
Please join us for one of the webinars where I will give you cases, examples and best and worst practice stories to bring it all to life: https://lnkd.in/g8gNeSB
RallyFwd December 2021: Bryan Adams, Ph.Creative
Employer Brand Strategy That Your Organization Will Finally Sit Up and Listen to
Similar to Customer Satisfaction Survey (20)
Drive Revenue with a Voice of the Customer Program
Drive Revenue with a Voice of the Customer Program
Service Design Days 2018 - Masterclass Adam Smith and Sam Evans (Rawnet)
Service Design Days 2018 - Masterclass Adam Smith and Sam Evans (Rawnet)
Your VoC Programme is underperforming - and you know it
Your VoC Programme is underperforming - and you know it
Your VoC Programme is underperforming - do something about it
Your VoC Programme is underperforming - do something about it
More from Demand Metric
The Impact of COVID-19 in B2B Marketing
In Q2 2020, we asked marketing leaders at mid-sized B2B companies in the USA abouthow the COVID-19 pandemic has impacted their plans for the year.
Here’s what we found.
Infographic Return Path Email Engagement
In 2018, Return Path and Demand Metric partnered to study the state of email marketing to equip marketers with data and best practices to improve the use of email.
Engagement is the key to getting email into subscriber inboxes. This relationship to deliverability made engagement a logical next candidate for the study. Return Path and Demand Metric partnered again to study engagement and its relationship to email deliverability.
Infographic Vidyard Video Marketing 2018
For far too long, the emphasis on video content marketing has been on production quality; the higher the quality, the more marketing value a video is presumed to have. While quality is certainly an important aspect of video content, producing quality video does not guarantee video content marketing success. Success is very much a function of how well video content and viewing data integrate with the marketing technology stack, and how the sales team leverages the intelligence. In this fifth annual video content marketing report, Demand Metric and Vidyard partnered on research to better understand the use of video for sales and marketing, how performance is being measured, and what impact video is having. This study’s focus is on the use of video in marketing, the maturity indicators such as measuring video content performance, and how video viewing data is integrated with marketing automation platforms (MAP) and customer relationship management (CRM) systems. This report shows what progress, if any, has been made in the fifth year of this study. These study results provide insights and data useful for helping marketers get the highest possible return on their video content investment.
Digital Marketing Best Practices Guide
Download the PDF: https://www.demandmetric.com/content/digital-marketing-best-practices-report
It has been said that “All Marketing is Digital Marketing.” And with good reason! In the last decade (or less), the marketing environment has been transformed.
Marketing has moved from an environment in which traditional marketing, brick and mortar storefronts and Digital Marketing options all competed for the time, attention and resources of the marketing department to one in which Digital Marketing reigns supreme – with an occasional nod in the direction of the storefront, or traditional marketing (direct mail, print advertising, etc.)
One of the biggest challenges of Digital Marketing is the speed of which it has taken over the marketing organization, often in an ad hoc, uncoordinated fashion.
Demand Metric’s research has consistently shown that Digital Marketing has a very significant and positive impact on the organizations that are employing it when they do so by following best practices and processes in a coordinated, holistic approach.
In this Best Practices Report on Digital Marketing we will cover the Digital Marketing landscape in five distinct categories - Content Marketing, Social Media Marketing, Mobile Marketing, Video Marketing and Public Relations
Content Marketing Solution Study
Download the PDF: https://www.demandmetric.com/content/content-marketing-solution-study
Our Content Marketing Solution Study presents the insights, landscape and vendors within the content marketing space. Demand Metric defines content marketing as the strategies, processes and software technology that enable marketing departments to automate, measure and improve the performance of marketing strategies, activities and workflows.
These strategies and activities include: Email Marketing, Multi-channel Campaign Management, Inbound/Search Marketing, Landing Pages, Lead Generation, Lead Management, Lead Scoring, Lead Nurturing, Social Marketing, Marketing Resource Management, Event Management, Engagement Marketing and Marketing Analytics.
The three foundation functions of marketing automation systems are – email marketing, campaign management and lead management. While the most advanced and sophisticated marketing automation systems have extending capabilities far beyond this base, these functions are core to a Marketing Automation system.
SEO Technology Overview
Download the PDF: https://www.demandmetric.com/content/seo-technology-overview
SEO is no longer just about search.
In fact, SEO, which in its early days focused primarily on keywords
(finding, optimizing, ranking), is now a baseline factor of a broader Internet
Marketing strategy across the Enterprise.
This new SEO-driven market segment that has been called Web
Presence Management (WPM) is based on the reality that keywords no
longer drive search results, but rather optimized content does.
As the SEO market matures, quality measures, such as reputation, trust,
content relevance and author authority, are replacing the old quantity
metrics, such as keyword rankings and link volume.
Advanced SEO solutions now weigh campaign performance metrics
(based on brand building, site traffic and conversion) more heavily than
keyword rankings.
This reality is based on changes in the way customers search, the
increasingly integrated omni-channel marketing environment and,
most notably, changes to Google’s Search Engine Results Page (SERP)
algorithms that favor page content freshness, density and content-rich
media over standard keyword search.
All of this means that Modern Marketing Organizations (MMOs) must
re-evaluate their SEO strategies, processes and campaigns.
In this report we will examine the state of the market, share results from the
SEO Benchmark Study, evaluate the strengths and weaknesses of 15 top
SEO solutions in our vendor landscape to help organizations choose the
best solution for them, highlight the current trends in SEO that will have an
impact on Enterprise SEO initiatives and provide some recommendations
for the way forward as SEO is redefined right before our eyes.
Demand Metric defines Search Engine Optimization Platforms
as those frameworks, tools and technologies that use searchrelated
functionally to secure high visibility and web presence
for brands, products, services and companies through the use
and management of elements, such as keywords, links, content
relevance and social signals tracking.
State of Video Marketing 2017
In its fourth year, this report on video marketing metrics highlights best practices including video hosting to how video viewing integrates with the sales funnel.
Sales Enablement Maturity Model
Our Sales Enablement Maturity Model was designed to help organizations with a roadmap for improving their sales enablement capabilities.
Public Relations Maturity Model
Our Public Relations Maturity Model was designed to help organizations by providing a road-map for improving their PR efforts and capabilities.
Email Marketing Maturity Model
Our Email Marketing Maturity Model was designed to help organizations with a roadmap for improving their Email Marketing capabilities.
Customer Engagement Maturity Model
Our Customer Engagement Maturity Model was designed to help organizations with a roadmap for improving their Customer Engagement capabilities.
Formalizing the Sales Support Function How-To Guide
Executive Summary
At the highest level, the Sales Support function is responsible for ensuring that the Sales & Marketing departments have the tools, resources, and systems they need to achieve current and future sales revenue targets.
Read this brief 2-page guide to learn:
Director of Sales Support Roles & Responsibilities
Action Plan for formalizing the sales support function
Read this report to learn how to assess your current level of effectiveness, and if necessary, hire an experienced Director of Sales Support.Download our Director of Sales Support Job Description to get started!
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
How to Launch a Mobile App Guide How-To Guide
Executive Summary
A mobile app is a software application designed for smartphones, tablets and other mobile devices that has been built on a mobile operating system such as iOS, Android, Blackberry and Windows.
Mobile apps were originally developed for productivity and information retrieval. Today, over 91% of all U.S. citizens have their mobile device within reach 24/7 (Morgan Stanley). The rising use and accessibility of mobile phones has influenced many companies to enter this growing market with new and innovative use cases.
This How-To Guide discusses the benefits of creating a mobile app, things to consider before building a mobile app and an action plan to help you launch your new app.
Read this brief 5-page guide to understand the following:
Benefits of creating a mobile app
Things to consider
Action plan for launching your mobile app
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
Getting Started with Agile Marketing How-To Guide
Executive Summary
Agile Marketing is a method for planning and executing a marketing plan borrowed from the world of software development. Instead of long, “waterfall” methods of development that too often result in delayed or out-of date products launching later than planned, the Agile method follows a simple process of build, measure, and learn. Marketers all over the world are adopting this method to the extent that 2013 has been dubbed “the year of Agile Marketing".
This How-To Guide defines why Agile Marketing is important and outlines its key principles and identifies and action plan for getting started.
Read this brief 5-page guide to understand the following:
How to apply agile methods to marketing
Important terminology
How Agile Marketing is currently being used
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
Entering the European Market Successfully How-To Guide
Executive Summary
Leaving your domestic comfort zone to operate in another country or even continent requires careful planning. Expanding into new geographical markets is very exciting, but also very nerve-wracking. Any firm considering entering into international business transactions must understand that doing business abroad is not a simple task. It is stimulating and potentially profitable in the long-term but requires much preparation and research prior to the first transaction.
Europe is probably the most heterogeneous continent on our globe, making understanding market potential more challenging than in more homogeneous markets. Because of the European Union, it’s tempting to view Europe as a single market. In reality, you must consider each country as a market, because each country has a different mix of history, culture, language and business etiquette.
This How-To Guide will describe the steps required to successfully expand into the European market.
Read this 7-page guide to understand the following:
Understand market potential
Identify product-market comibinations
Identify a local partner
Launch and start selling
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
Driving SEO with Press Releases How-To Guide
This How To Guide will explain how press releases can boost SEO efforts, how to write press releases for SEO, the pros and cons of doing so and conclude with an action plan on using press releases in your SEO efforts.
For decades, press releases were the basic building blocks of a public relations strategy. A company that wanted press coverage would write and issue a press release. The more skilled the company was at media relations, the better this strategy worked. Press releases still serve this purpose, although a new and important use of press releases has evolved as a tool for Search Engine Optimization (SEO).
For companies whose websites are key to revenue generation, the SEO benefits are the primary motivation for writing and issuing press releases. If releases also produce favorable media coverage, that’s viewed as a bonus. The benefits of this SEO strategy result from the links a press release can produce back to the issuer’s website. These links are known as backlinks. The more external, authentic backlinks a website has pointing to it, the higher it ranks on a Search Engine Results Page (SERP). While this strategy is conceptually simple to grasp, executing it effectively requires some insider knowledge of both media relations and SEO.
Read this brief 8-page guide to understand the following:
How press releases boost SEO
Writing press releases for SEO
The pros and cons of a press release SEO strategy
Using press releases in your SEO efforts
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com to make a content request.
Calculating Customer Lifetime Value How-To Guide
Executive Summary
This How-To Guide details the definition of customer lifetime value (CLV), the advantages of calculating CLV and the standard formula for calculating CLV.
Common sense tells us that the longer a customer is in relationship with a company, the more profitable that customer relationship is. However, many companies put the emphasis on new customer acquisition and not enough effort is made to retain existing customers. This is a mistake, because the financial impact of retaining customers is substantial: companies can increase profits by as much as 100% by retaining just 5% more of their customers. For these reasons, CLV is a crucial metric that most organizations overlook mainly because its definition and purpose are not entirely known. Understanding the monetary value each customer represents to your organization can help you budget correctly for your business needs, strategically plan your marketing initiatives and improve long-term relationships with your customer base.
Read this brief 4-page guide to learn about:
Customer Lifetime Value
The advantages of calculating CLV
The standard formula for calculting CLV
Use the Customer Lifetime Value Calculator to get started!
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
Lead Scoring: Five Steps to Getting Started How-To Guide
Executive Summary
This How-To Guide will help marketers score leads by showing how to set up a simple lead scoring system and then refine it over time.
Lead scoring applies mathematical formulas to rank potential customers. It is chiefly used to identify prospects that are ready for direct sales contact. Because the calculations are automatic, the scores are consistent, current, and can include more variables than any manual assessment. This saves marketers work, ensures that all qualified leads are sent to sales promptly, and keeps non-qualified leads out of the sales system.
Read this brief 11-page guide to learn about:
The case for lead scoring
Setting up a simple lead scoring system
Refinements to improve results over time
Companies that follow this process will quickly gain immediate benefits from lead scoring and have a solid foundation for future growth.
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com to make a content request.
Social CRM Best Practices How-To Guide
Executive Summary
Social media are now part of every business and consumer activity, joining telephone, Web, broadcast, and face-to-face interactions as primary communication channels. This means that all marketing, sales, and service organizations should include social media as part of their basic activities. Yet social media are still new enough that many organizations are still struggling to learn how to use them, while others are learning how to use them most effectively.
This How-to-Guide provides an overview of social media applications and emerging best practices for deploying social media at your company.
Read this 9-page guide to learn:
The definition of social customer relationship management (CRM)
The main functions needed for social CRM
The vendor landscape for social CRM
Social CRM best practices
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
Marketing Resource Management How-To Guide
Executive Summary
This How-To Guide will explain the components of a Marketing Resource Management (MRM) system, provide an action plan for deployment, and conclude with a plan for implementation.
Marketing Resource Management (MRM) systems control the administrative processes that support customer-facing marketing programs. This distinguishes MRM from marketing execution systems that store customer databases and deliver marketing messages through email, Web ads, and other channels. MRM may be sold independently or as a component of comprehensive marketing management systems which also provides execution.
MRM functions fall into two primary clusters. The first involves functions related to company-level marketing management, including program planning, scheduling, budgeting, and cost reporting. The other cluster relates to program management, including task lists, purchasing media and materials, and content creation, approvals, storage, and distribution. Some MRM systems specialize in a few of these functions. Others specialize in additional functions such as customizing content for local offices or dealers or in marketing reporting and analysis. Systems may also be tailored to specific industries or companies of a certain size.
Companies buy MRM systems when their marketing programs become too complicated to run in a less systematic fashion. This, along with the systems’ high cost, originally meant that MRM was used almost exclusively by large marketing organizations with hundreds of marketers in multiple offices. More recently, the growth of digital marketing has meant that even small marketing organizations need to manage many different programs and content versions across multiple channels, and to introduce new versions more quickly. This expanded complexity has rarely been accompanied by a corresponding expansion of staff, adding to the pressure for more efficient operations. At the same time, costs have decreased as MRM capabilities were added to integrated marketing suites and as stand-alone MRM products became available as vendor-hosted services (Software as a Service, or SaaS). The result has been increased use of MRM systems among companies of all sizes.
Read this 7-page guide to learn about:
The components of a Marketing Resource Management (MRM) system
An action plan to deploy an MRM system
How to implement an MRM system
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
More from Demand Metric (20)
Formalizing the Sales Support Function How-To Guide
Formalizing the Sales Support Function How-To Guide
Entering the European Market Successfully How-To Guide
Entering the European Market Successfully How-To Guide
Lead Scoring: Five Steps to Getting Started How-To Guide
Lead Scoring: Five Steps to Getting Started How-To Guide
Recently uploaded
Program Your Destiny eBook - Destiny University.pdf
Welcome to the Program Your Destiny course. In this course, we will be learning the technology of personal transformation, neuroassociative conditioning (NAC) as pioneered by Tony Robbins. NAC is used to deprogram negative neuroassociations that are causing approach avoidance and instead reprogram yourself with positive neuroassociations that lead to being approach automatic. In doing so, you change your destiny, moving towards unlocking the hypersocial self within, the true self free from fear and operating from a place of personal power and love.
Recently uploaded (6)
Program Your Destiny eBook - Destiny University.pdf
Program Your Destiny eBook - Destiny University.pdf
Collocation thường gặp trong đề thi THPT Quốc gia.pdf
Collocation thường gặp trong đề thi THPT Quốc gia.pdf
Ethical_dilemmas_MDI_Gurgaon-Business Ethics Case 1.pptx
Ethical_dilemmas_MDI_Gurgaon-Business Ethics Case 1.pptx
Customer Satisfaction Survey
- 1. Customer Satisfaction Survey Purpose The purpose of this very brief survey is to help us serve your needs more effectively. By understanding where we are exceeding your expectations, or need to improve, we can allocate our resources to provide better products/services, knowledgeable staff, and executive management. Our goal is be proactive in monitoring your satisfaction, so please provide constructive feedback that we can incorporate into our strategy. Instructions Please circle the response that best represents your view. Please circle N/A for any questions that you don’t have enough experience to comment on. Following is an example of the scaling system. EXCEEDS EXPECTATION UNACCEPTABLE 10 9 8 7 6 5 4 3 2 1 N/A
- 2. Buying Process Sales staff professionalism: 10 9 8 7 6 5 4 3 2 1 N/A Ability to understand your challenges: 10 9 8 7 6 5 4 3 2 1 N/A Expertise of sales staff: 10 9 8 7 6 5 4 3 2 1 N/A Turnaround time for delivery: 10 9 8 7 6 5 4 3 2 1 N/A Quality & clearness of marketing collateral: 10 9 8 7 6 5 4 3 2 1 N/A Value Proposition Value for money: EXCEEDS EXPECTATION UNACCEPTABLE 10 9 8 7 6 5 4 3 2 1 N/A Our value proposition is clearly communicated & understood: 10 9 8 7 6 5 4 3 2 1 N/A Briefly describe how could we add more value to your organization?
- 3. Products/Services How effectively does our product/service solve your problems? 10 9 8 7 6 5 4 3 2 1 N/A How would you rate the overall quality of our product/service? 10 9 8 7 6 5 4 3 2 1 N/A What features could we add or enhance to improve our product/service? Strategic Direction Overall, how would you rate the strategic focus of our business? 10 9 8 7 6 5 4 3 2 1 N/A How would you rank our business in terms of innovation & market leadership? 10 9 8 7 6 5 4 3 2 1 N/A What recommendations could you make to help us serve you better?
- 4. Customer Service & Support How effective are we at reacting and solving your issues? EXCEEDS EXPECTATIONS UNACCEPTABLE 10 9 8 7 6 5 4 3 2 1 N/A What level of courtesy do you receive from our Customer Service team? 10 9 8 7 6 5 4 3 2 1 N/A Compared to your other suppliers, how would you rank our ability to serve you? 10 9 8 7 6 5 4 3 2 1 N/A Website/Customer Portal Does our website/customer portal provide a pleasant experience for you? 10 9 8 7 6 5 4 3 2 1 N/A What resources could we add to our website/portal to help you? Brand Preference How likely are you to refer colleagues to our business? VERY LIKELY WILL NEVER
- 5. 10 9 8 7 6 5 4 3 2 1 N/A Please honestly discuss why you advocate or dissuade others from working with us: