Intelligence-driven, scalable insights for onboarding, adoption, retention, and revenue growth.
Understand your customers interactions with your product and make informed product success decisions.
Bring efficiency, add scale, and connect user behavior to personalized actions.
Define and track onboarding by phase, user progress, account, and portfolios.
Identify, monitor, and execute timely account expansions with real-time reports and indicators.
Proactively identify at-risk customers and prevent churn using automation, early warning insights, and more!
Optimize product usage by monitoring in-depth user data and receiving actionable insights
Improve decision making and actions for enhanced outcomes.
Get a complete view of your customer and all their moving parts.
Create the right scoring system for your organization.
Deliver consistent customer experiences and repeatable success.
Increase your productivity real-time, automated alerts.
Create groups across accounts and users.
Drive adoption, upsell and cross-sell using extensive product data.
Reach out to groups of customers when you need to.
Create surveys to get timely feedback from your customers.
Automate your actions, alerts, surveys, and more.
Create and track tasks across teams.
Create alert rules that are flexible.
Manage, analyze, and optimize your customer interactions.
Proactively uncover key insights and receive data-driven recommendations for your team.
Transcribe your calls and catch key phrases used by customers to trigger actions.
Get status updates, warnings, and extensive reports at the right time so you can make effective decisions.
Create, monitor, and automate comprehensive Playbooks for every scenario.
We aren’t just any Customer Success platform. We have the insights, imagination, and technology that others don’t.
Our core values, team, and community
Come work with us!
Get in touch anytime.
Employee success drives customer success.
Don’t miss an episode of the Customer Success Intelligence Podcast
Our annual survey captures the current state of CS Intelligence and automation.
Resources for new and seasoned Customer Success teams.
Still undecided? We can help!
Features and SDKs you can integrate into your apps.
Resources and insights straight to your inbox.
For a CEO, it is important to create a culture of innovation. In this blog, we look at the different ways CEOs can achieve this objective.
Culture shapes how people think, feel, and behave. It also plays a role in what we value. As a CEO, you can influence the culture at a company using subtle cues and symbols that help your employees align with their organizational goals. Without a culture of innovation, it will be hard to beat the competition. Read on to learn how to create a culture of innovation at your company.
As a CEO, you want your company to be as successful as possible, but what does that mean? You could look at your finances and assume that if they are strong, you are doing well. And while it is certainly helpful to have a solid financial foundation, innovation is an equally important part of a thriving business. To do this successfully, you need a culture of innovation—it needs to be built into how your company functions from top to bottom.
Not only does fostering innovation help encourage employees to bring their best ideas forward, but it also ensures that your company will stay relevant in the marketplace no matter how much the world changes. It’s not enough to say “innovation is important.” You need a plan for making it happen. These ten steps will help you create such a plan and establish a culture of innovation that can help you climb new heights.
Innovation is not a goal in and of itself. It is a means to an end. If you want to innovate for the sake of innovation, you will fail. You need a purpose—you need a goal. And that goal needs to be clear and articulated throughout your organization (and beyond!). If your goal is to make your product or service more affordable, focus on how it can be delivered at a lower cost without sacrificing quality. If you are looking to improve efficiency, focus on ways that people can work together toward shared goals that benefit the company and its customers. Once you know what you are aiming for, look internally and ask yourself how your practices might need to change to achieve those goals.
Innovation does not just happen—it needs a structure and process to develop and grow. Companies should have a framework that allows ideas to flourish while also encouraging debate and discussion about their merits. That means creating a safe place where employees feel comfortable offering innovative ideas and knowing that they will be challenged by others who might think differently about them.
You have to create an environment where people can feel like their ideas can be shared without judgment. You also have to make sure that people are not afraid that their ideas will be stolen or used by someone else.
When hiring, look for passionate people who want to contribute meaningfully to what they do. When interviewing, ask questions that will help you determine if they are culturally aligned with your company and how they view innovation within the context of your culture. You should also consider how the new hire will fit into the existing team dynamic—will they complement each other or compete?
To create a culture of innovation, you need to let go of what has been holding you back so far. Many processes in the workplace have become outdated but remain because they are familiar and safe—and this is where we often find ourselves stuck in old patterns and routines. I have found that the best way to foster innovative thinking is by getting rid of processes and silos that do not align with your goals and replacing them with novel approaches that focus on collaboration among cross-functional teams. It allows your employees to share their ideas with people from different areas of the organization and learn from each other.
Execution is where most companies struggle because they lack the strategy to figure out how to implement their ideas effectively. Having a plan is essential if you are going to be successful at execution; otherwise, you will be stuck spinning your wheels or running around in circles trying to figure out what to do next. The key is to have an implementation plan that focuses on both short-term actions (what is needed right now) and long-term goals (what needs to happen over time). Once you have this plan in place, you can start executing it!
When people feel they have the power to make a difference, they are more engaged and committed. Although you might be leading the company forward, provide opportunities for others to help create that future by asking them what they think, why they feel it, and what they would do in a given situation. When you empower people to own their mission, you give them a feeling of autonomy—and often, when people feel like they have a choice in something, they will choose to put forth greater effort.
A growth mindset is about having faith and confidence in your ability to improve and succeed, no matter the circumstances. Adopt a growth mindset yourself to encourage others to do the same. Research has shown that when people believe their abilities can be developed, they realize that effort makes them stronger, increasing their motivation and productivity.
Innovation cannot happen in stagnant environments. To encourage your employees to take risks and think outside the box, you need to create an atmosphere where change is embraced. It will take different forms for different teams and organizations, but it always starts with leadership. You need to model the behavior you want from your employees by embracing change yourself and being open to new ideas. If you are rigid in your own approach and unwilling to try new ways, your employees will be too. As author Seth Godin wrote, “the secret of leadership: If you want to go fast, go alone; if you want to go far, go together.” Your team will follow your example when it comes to embracing change; instead of focusing on what could go wrong when people challenge their own assumptions or suggest new ways of going about things, teach them how to find opportunities in problems and challenges.
Many people are born with an innate curiosity, but even the most curious people need to cultivate that curiosity to keep it alive. If you want to nurture a culture of innovation at your company, you need to make daily habits part of your routine that encourage new ways of thinking. One example is spending a few minutes each day reading articles that are outside your areas of expertise. This will help you learn more about the world around you and become a better problem-solver. In addition, new ideas can come from the strangest places, which means it is essential not to get stuck in your little bubble.
Data is a powerful tool that can be used to help companies make better decisions and improve their bottom line. Data helps create transparency and accountability and improves efficiency because it allows you to focus on what is working and what is not working so well. When you use data for decision-making processes, you will see an increase in productivity and an overall improvement in your company’s performance and culture.18
As a CEO, your job is to be an innovator. Your job is to lead and champion innovation within your business model by empowering your team to take risks for the greater good. When you run a company as a CEO, it is not simply about leading from the top but also the bottom up. Whether more empowered workers are needed or new staff entirely, it is ultimately you who has to choose to invest in the future of your business by creating an innovative culture in which your employees can thrive. For those CEOs struggling to maintain this culture of innovation within their own companies, remember that sometimes all it takes is a little risk-taking on your own part and faith in your team to see you through.
Rakhin has over 10 years of experience driving business development and client services. In his prior roles, he stayed close to customers to understand their requirements and help them achieve their business goals. He is passionate about customer success.
Published 9 May 2022, Updated 17 May 2022
Are you aware of the different strategies for monetizing customer educ...
23 May, 2022
Customer success and customer support teams are not the same but these...
20 May, 2022
Are you looking to get concrete information about customer testimonial...
Sign up for SmartKarrot’s newsletter.
See how SmartKarrot can help you deliverwinning customer outcomes at scale.