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.
Features and SDKs you can integrate into your apps.
Calculate the potential ROI you could achieve with SmartKarrot CS.
Convincing the senior leadership team to invest more in customer experience is a tricky ordeal, but not any more thanks to this guide.
The struggle to convince your senior leadership team to invest in customer experience has always been there for decades, and several CX experts have struggled in this endeavor.
Many company leaders say that customers come first, but they get more worried about tapping into new markets, sales, talent management, or process optimization when it comes to implementation.
According to a Pegasystems study, a mere 35% of businesses have a C-level sponsor for CX, and in 36% of companies, director level or below executive leads them.
So, what is the best way to convince the core leadership to invest in customer experience? This article will cover why getting buy-in is challenging, how to get leadership on board with investing in CX, and more.
The importance of CX continues to increase in the market, with more companies now competing on price and customer experience. While there are multiple ways to capitalize on customer experience for better growth, getting buy-in from the C-suite can be challenging. This difficulty can be due to a lack of information, education, the company’s current strategy, and financial concerns.
A CX value framework will help define value on and across different stakeholder groups, build connections, ensure aligned teams, and more. CX professionals who are part of CX initiatives will more efficiently connect business and operational goals.
Creating and designing CX transformation programs will help customers adopt a data-driven and customer-centric change method. A change in CX transformation will help align values, operations, structures, technology, and culture to meet CX requirements.
The key performance indicators (KPIs) for CX can be based on acquisition, customer retention, and efficiency. The KPIs can generate more opportunities, drive loyalty, increase productivity, increase brand equity, drive advocacy, increase market share, and decrease operations costs.
Your pitch is everything. Tailoring your pitch to meet the decision-makers’ concerns and perspectives is critical. Familiarize yourself with their values, goals, knowledge, and interests and shape your pitch accordingly. Misaligned expectations and incentives can lead to a poor CX pitch.
A strategic role with extraordinary clarity will help frame the situation best. You’ll need to create a sense of urgency among the C-suite decision-making. And this should be based on drive and skills to ensure the idea is presented in the best manner.
Your decision-makers might have some emotional investment in the topic you’re discussing. If you believe that your pitch might clash with some of the leadership’s beliefs, make the necessary changes while considering this.
Timing is everything. It’s essential to find the right moment to put your ideas forward. So, do your research and ask around to ensure that your pitch won’t be placed on the back burner solely because of timing.
You need to bring others into the buy-in efforts rather than being alone. In that sense, a coalition increases the chances for buy-in on a larger scale. One person may be in charge of technical aspects of your pitch, while another is over essential data. These advantages and points can help create a clear, strong, and trusted pitch.
Most organizational leaders use specific data to make decisions. Become familiar with their decision-making norms. Find out what data they use, how they prefer to get that information, etc.
If you speak up about the situation, you’ll potentially get some valuable suggestions. These suggestions can lead to solutions for those problems.
Getting a CX buy-in from the leadership team can become one of the toughest challenges for a customer success manager. However, while challenging, it’s not impossible.20
Ultimately, when it comes to creating loyal customers, your pricing is not the key differentiator; instead, it’s customer experience that can have a tangible impact on your CS strategies.
Published 1 Feb 2022, Updated 9 Aug 2022
Are you worried about the customer experience gap while selling your p...
30 Aug, 2022
Is there a connection between customer memory and positive customer ex...
19 Jul, 2022
Here is our take on the best way to utilize behavioral science to desi...
13 Jul, 2022
Sign up for SmartKarrot’s newsletter.
See how SmartKarrot can help you deliverwinning customer outcomes at scale.