Jim Jones

Jim Jones is the founder and CEO of Voyant Consulting, a Chicago-based firm that helps clients improve customer loyalty by improving their Customer Success organizations. In his previous roles with multiple international technology companies, Jim has a history of increasing customer loyalty, and improving customer retention by building world-class customer success and customer support groups. He has also been a featured speaker and blogger on the topics of customer success, voice of the customer programs and customer experience.

  • Measuring Your Success With CSM KPIs

    Measuring Your Success With CSM KPIs

    A key performance indicator is a measurement of your team’s most essential goals and objectives. Take a look at these general guidelines on building your own KPIs for your Customer Success team.

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  • The Anatomy of a Remarkable Customer Success Playbook

    The Anatomy of a Remarkable Customer Success Playbook

    The best way for CSMs to respond to scheduled and unscheduled events is by the use of playbooks. This article will explain what playbooks are, then provide some guidelines on building and using them.

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