ChurnZero

MAY 22, 2024

Building an executable digital CS strategy has three key components: a digital roadmap, an automation plan, and a touchpoint map. 1: Your digital customer success strategy’s digital roadmap. On average, it takes between two and three years to build and optimize a fully mature digital customer success program.

Customer Success 52

Customer Success Strategy Roadmap How To 52

Retently

SEPTEMBER 3, 2024

As a leader in customer satisfaction tools, we provide businesses with the means to gather, analyze, and act on critical insights that drive loyalty and growth. Through our CX surveys and advanced feedback analytics, we enable businesses to truly understand their customers and turn that understanding into action.

B2B 158

B2B NPS Effort Score Survey 158

PeopleMetrics

JANUARY 24, 2022

This embodies the 80/20 principle – that a small % of your customers (20%) account for a large proportion of your sales (80%). That 20% consist of high-impact customers. Yes, 80/20 still applies to them, but the total number of customers are so small, it’s worth focusing on every one of them. Fire away those ad hoc surveys!

Trends 90

Trends Self Service B2B Roadmap 90

Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction.

Analytics 304

Analytics NPS Financial Analysis 304

CustomerSuccessBox

DECEMBER 9, 2021

Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. Customer Success is a tricky department because it does not yield instant ROI. Customer Satisfaction Score (CSAT). Important Resource – Difference between NPS and CSAT.

Measurement 52

Measurement Net Promoter Score Customer Success NPS 52

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Why is NPS ® going up or down?

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

SurveySensum

OCTOBER 17, 2023

High interest rates, endless documentation, technical glitches, a lengthy loan process, and incompetent customer support are a few issues that customers face. So, to ensure long-term success, NBFCs should focus on improving customer satisfaction, which should go beyond mere transactions.

Feedback 52

Feedback Tools Management Knowledge Base 52

SurveySensum

OCTOBER 20, 2023

Reinforcing Customer-Centricity: Companies that prioritize customers and their needs make 60% more profit. And product feedback loop not only enhances the products as per customers’ needs but also boosts customer satisfaction and loyalty. Imagine you have a B2B tool for project management.

Feedback 52

Feedback Social Media Customer Retention Survey 52

Gainsight

APRIL 30, 2019

Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. Customer Retention Rate (CRR). Customer Satisfaction Score (CSAT). Net Promoter Score (NPS). Customer Acquisition Cost (CAC). Customer Satisfaction Score (CSAT).

Metrics 65

Metrics Net Promoter Score Management How To 65

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. In fact, NPS can be a powerful tool — possibly the most powerful at your disposal — for improving B2B retention.

Net Promoter Score 148

Net Promoter Score B2B Company B2C 148

Retently

JULY 28, 2019

Surveying departing customers can also unlock valuable insights about your product or business as a whole, that, if taken into account, can drive impressive improvements and, as a result, encourage growth. Besides that, it saves time by letting you quickly prioritize tasks and share your roadmap across all departments.

Feedback 103

Feedback Effort Score Survey NPS 103

SurveySensum

JANUARY 5, 2023

Helps you understand your customer’s views about your product. Measures customer satisfaction with the product. Upgrades your product roadmap. Enhances customer experience and service. SurveySensum is the best AI-based product feedback tool that lets you collect customer feedback from multiple channels.

Tools 52

Tools Feedback Effort Score NPS 52

SurveySparrow

NOVEMBER 24, 2022

You can deploy several types of surveys, including Net Promoter Score (NPS) surveys, Customer Effort Surveys (CES), System Usability Surveys (SUS), exit-intent surveys, Customer Satisfaction (CSAT) survey, etc. Quantify the insights with NPS, trust, and ease-of-use scores. Users will appreciate you for it.

Net Promoter Score 52

Net Promoter Score Survey Video Feedback 52

SurveySensum

NOVEMBER 6, 2023

Bakery A and Bakery B competed to improve customer satisfaction. They both launched NPS surveys to assess and enhance overall satisfaction and loyalty. Bakery A didn’t uncover any useful feedback, but Bakery B discovered customers were unhappy with the limited dine-in cake options. What is NPS?

NPS 52

NPS Feedback Effort Score Customer Journeys 52

SurveySensum

SEPTEMBER 7, 2023

But more often than not, businesses make this common mistake while sending an NPS survey. The success of the NPS survey majorly depends on timing. Also, sending the right type of NPS survey at the right time matters a lot. Well, there are two types of NPS surveys – relationship NPS surveys and transactional NPS surveys.

NPS 52

NPS Survey Net Promoter Score Automotive 52

GetFeedback

DECEMBER 21, 2018

Here are 40 customer retention statistics that reinforce the growing need for customer experience management. Customer Retention by the Numbers. Churn is closely tied to customer satisfaction , and for obvious reasons. Customer retention statistics: More than 6 in 10 U.S. Institute of Customer Service ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Why is NPS ® going up or down?

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Why is NPS ® going up or down?

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

SurveySensum

AUGUST 22, 2023

Understanding the Power of SaaS Customer Feedback Gathering customer feedback in the B2B SaaS industry can do wonders. When you conduct customer feedback, then you get to know your users’ thoughts, experiences, and expectations. Valuing customer opinions builds trust, crucial for strong B2B relationships.

Feedback 52

Feedback Strategy Net Promoter Score B2B 52

CustomerSuccessBox

AUGUST 27, 2021

Suggested Read: How to start Customer Success. Customer Success for B2B SaaS is a function of all departments with the obvious contributors being- Customer support, Onboarding specialist, and Customer Success team. How to execute customer success practice into your SaaS? Expansion- Upsell and Renewal.

Customer Success 52

Customer Success Effort Score How To NPS 52

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Retently

AUGUST 26, 2019

Basically, customer feedback allows looking into a customer’s perception of your brand and encourages targeted actions meant to increase customer satisfaction. Improve Customer Loyalty. The happier customers are with your brand, the more likely they are to stick around. NPS Survey Template.

Feedback 94

Feedback Social Media Effort Score Net Promoter Score 94

CustomerSuccessBox

JUNE 8, 2021

Interact with existing customers to identify pain points, prioritize business opportunities, and productize solutions to ensure customer success. Effectively communicate customer learnings to the sales and product team to help direct the roadmap of the company. Clarify ownership for each part of the customer journey.

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

Thematic

MARCH 29, 2020

Customer surveys are useful to keep a pulse on things, to get continuous feedback as you are improving your product, or to quickly get feedback on a specific aspect of your product. A customer survey that’s gaining popularity is a Product Market Fit survey. What did they buy from you and who is their account manager?

Feedback 111

Feedback How To Analysis e-support 111

Retently

FEBRUARY 9, 2024

These invaluable insights can steer the course of your products/services to align closely with what truly matters to your customers. Moreover, customer satisfaction surveys can turn satisfied and loyal customers into advocates for your brand. This data can inform future strategies to enhance overall customer satisfaction.

Feedback 122

Feedback Net Promoter Score Effort Score Customer Satisfaction 122

SmartKarrot

NOVEMBER 4, 2021

Further, this allows you to gain inputs from your customers and have them vote on their favorite ideas. Retently is a customer feedback platform that zeroes in on measuring and enhancing customer loyalty and customer satisfaction via Net Promoter Score , or NPS surveys. But is that all?

Tools 10

Tools Feedback Net Promoter Score Social Media 10

BirdEye

NOVEMBER 27, 2023

The stark difference highlights how customer insights greatly influence business outcomes. But the power of feedback is not limited to just customer satisfaction. It provides a roadmap for innovation through product improvements and service enhancements, eventually leading to an elevated customer experience.

Report 115

Report Social Media Multi-Channel Net Promoter Score 115

Wootric CX Blog

OCTOBER 7, 2020

Experience management platforms help businesses bridge the gap between the experiences they believe they are delivering to customers and the experiences customers are actually receiving. Wootric specializes in customer experience management for high growth B2B and B2C software-as-service and companies in digital transformation.

ROI 52

ROI Report Net Promoter Score Effort Score 52

InMoment XI

JANUARY 10, 2023

Executives have grown wary of new B2B software that promises to solve all their problems, and middle-management is rarely overjoyed at the prospect of retraining staff on new platforms. For example, support may need to associate customer satisfaction (CSAT) feedback with an agent. Said no executive, ever. Big Picture Analysis.

Customer Experience 324

Customer Experience Management Customer Journeys Effort Score 324

Wootric CX Blog

AUGUST 31, 2020

Net Promoter Score (NPS). Customer Success. Customer Effort Score (CES). Customer Support. Customer Satisfaction (CSAT). Executives have grown wary of new B2B software that promises to solve all their problems, and middle-management is rarely overjoyed at the prospect of retraining staff on new platforms.

Management 52

Management Customer Journeys Effort Score Touchpoint 52