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Nichole Elizabeth DeMeré

The best “growth hack” for SaaS: Talk to your customers through the entire customer lifecycle

August 29, 2018 By Nichole Elizabeth DeMeré

No Better Growth Hack for SaaS Feature Image

It sounds simple — but it’s not easy: talking with your customers through every stage of the customer lifecycle. There’s been a lot said about the value of talking to your customers before you build the product to ensure market fit, but very little said about continuing the conversation past marketing and past the sale. […]

Filed Under: How to NPS, Marketing & CX, Success

How Product Experts Use Qualitative Data for Roadmap Planning

August 10, 2018 By Nichole Elizabeth DeMeré

How Product Experts Use Qualitative Data Feature Image

Wouldn’t it be great to get customer feedback before there are even customers so you know what new features and products to prioritize? Yes, we’re talking about gathering feedback from customers who don’t yet exist, for a product that doesn’t yet exist, to create a product that will perform better, sell better, and get rave […]

Filed Under: Product Dev

5 Ways to Break Down the Data Silos that Hurt Customer Experience

July 11, 2018 By Nichole Elizabeth DeMeré

Do you have a data silo problem? Do customers complain of having to explain everything about their business to sales, and then to customer success, and then again to customer support? Is customer support hearing about the same issues, over and over again, that aren’t being addressed by product? Those are just two of the […]

Filed Under: Marketing & CX, Success

9 Empathy Exercises that Help Product Teams Improve CX

June 26, 2018 By Nichole Elizabeth DeMeré

What is empathy? Empathy is the ability to understand and share the feelings of another. For Product Managers looking to improve customer experience (CX), that definition translates to doing more than understanding the user’s pain points, but also looking at the emotional landscape of what it’s like to use the product – when it is […]

Filed Under: Product Dev

5 Sneaky Biases That May Affect Your Customer Insight Analysis

June 4, 2018 By Nichole Elizabeth DeMeré

5 Sneaky Biases That May Affect Insight Analysis Feature Image

Data is the beating pulse of business, but customer data is more like DNA. Customer data, if we’re using it right, directs how we grow and what we develop. But what happens if that customer data becomes corrupted by our own bias? We can’t grow or develop in the ways we need to. But what […]

Filed Under: Marketing & CX, Success

Customer Success Analyst: When to Hire Someone Dedicated to the Data

May 9, 2018 By Nichole Elizabeth DeMeré

Customer Success Analyst Feature Image

The Customer Success Analyst has evolved to be the go-to person for all the data – or as Marketo put it in their Linkedin job ad, “the primary deliverable of the Customer Success Decision Analyst is to convert our Customer Success operation at Marketo into a highly data-driven business where we can measure, analyze and […]

Filed Under: Success

Customer Success Operations Manager: Does Your Team Need One?

April 19, 2018 By Nichole Elizabeth DeMeré

Customer Success Operations Manager Feature Image

Customer Success teams are expanding – not just in size, but in scope. New roles are emerging as CS is maturing as a specialty, specifically roles like Customer Success Operations (CS Ops). At early-stage startups, Customer Success Managers will find themselves covering this function, but as the company grows, it can be extremely valuable to […]

Filed Under: Success

Soft Skills are Real Skills – In CX, You Need These 10

April 5, 2018 By Nichole Elizabeth DeMeré

10 Soft Skills You Need in CX Feature Image

“Soft skills” have traditionally been undervalued, and that’s slow to change. But more companies are realizing their worth. And even if the skills themselves are difficult to quantify (how much more likeable is Job Applicant A than Job Applicant B?), their effects aren’t. The soft skills CX professionals possess directly affect metrics like: Net promoter […]

Filed Under: Marketing & CX, Success

Blended AI will Improve Customer Experience (CX), But Keep It Human

February 1, 2018 By Nichole Elizabeth DeMeré

“We believe that in 2018, the use of blended AI will help improve sales outcomes and reduce customer servicing costs. But, there are implications.” – Forrester When it comes to delivering prompt, effective service to customers, human customer support agents have their limitations. For example, for all but the biggest multinational companies, customer service isn’t […]

Filed Under: Marketing & CX, Sentiment & Text Analytics

CMOs: Don’t Get Replaced by a Growth Marketer in 2018 – Become One

December 18, 2017 By Nichole Elizabeth DeMeré

CMOs, Don't Get Replaced in 2018 Feature Image

What is “Growth Marketing” and why should CMOs be gunning for a job title change in 2018? It’s not just a shift in nomenclature, it’s filling an important success gap for both companies and consumers. In short – growth marketing is the future. Those who adapt fastest will be poised to succeed, while those who […]

Filed Under: Marketing & CX

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