Thematic

MARCH 30, 2025

The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. A public feedback roadmap helps keep users informed as their suggestions move from idea to implementation. Many SaaS companies, for instance, have a live roadmap on their website or in their community.

Feedback 62

Feedback Roadmap Effort Score NPS 62

Thematic

MARCH 30, 2025

When customer feedback becomes the foundation of your product roadmap, every update starts to hit closer to home. To secure leadership support, demonstrate the ROI of customer insights with case studies, pilot projects, and competitive benchmarks. How can we get executive buy-in for investing in data-driven insights?

Customer Insights 62

Customer Insights Data Analytics How To 62

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

They’re all about the customer’s perspective, making them different from process maps or product roadmaps, for example. Customer journey maps are an essential extension of other documents your organization may have, including process maps, product roadmaps, and dashboards. Those tools are often internally focused, not on the customer.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

DCX

DECEMBER 29, 2024

For anyone looking to grow as a leader, a professional, or just as a human being, his philosophy offers a roadmap to clarity and purpose. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. It’s not just theory; it’s practical wisdom that can genuinely make a difference.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

TechSee

FEBRUARY 9, 2021

The epic question faced by IT leadership everywhere. It also includes a long-term roadmap that takes into account market/customer needs, so work is planned efficiently. Build vs. Buy.

Self Service 109

Self Service CRM Case Study Technology 109

DCX

JANUARY 21, 2025

Why It Works: You’ll have an easier time convincing leadership to back you. What to Do Next: Check-in regularly with leadership or your own manager: “Are we still chasing the same goals?” Once you deliver something awesome, you’ll have a case study for future initiatives.

How To 52

How To Effort Score Self Service Leadership 52

ClearAction

FEBRUARY 13, 2023

It includes a 29-minute video and handbook with case studies, true-false quiz, easy slide image navigation to revisit any specific point, and template for internal discussion and application. FREE MODULE The post Leading Customer Experience as a Team Sport appeared first on Experience Leadership.

Sports 71

Sports Customer Experience Handbook Case Study 71

Amity

NOVEMBER 6, 2017

Tease Them With Your Product Roadmap. If your customers care about your product, they’ll be curious about new features, and they’ll want to be in the know about long-term product roadmaps. Below are some useful tips to get unresponsive customers to finally get back to you. Congratulate Them. Ty Magnin, Appcues' Blog.

How To 81

How To Roadmap Case Study Tips 81

PeopleMetrics

FEBRUARY 26, 2018

Having NPS feedback influence your roadmap and communicating with your clients how you inject end-user feedback into your product investment themes will be met with great enthusiasm. At PeopleMetrics, our product team tries to add a feature or two to each quarterly roadmap derived directly from end-user NPS feedback. Be courageous!

NPS 96

NPS Net Promoter Score Company Roadmap 96

SuiteCX

JANUARY 19, 2015

10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015. Know yourself well • You need full buy-­‐in from all global and regional leadership regarding the scope of both Dme and financial investment; there needs to be significant socializaDon and visibility by execuDve leadership.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

DCX

JANUARY 19, 2025

Each link offers a unique lens on how to approach your work with purpose, whether you’re focusing on innovation, leadership, or simply nailing the details. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. Source Related: Paytronix Case Study Thank you!

Travel 52

Travel Customer Centricity Culture Brands 52

Comm100

SEPTEMBER 22, 2016

The second edition, updated with case studies and additional resources, will show you how to be, “persuasive, not abrasive.” The Amazon Way: 14 Leadership Principles Behind the World’s Most Disruptive Company by John Rossman. Chief Customer Officer 2.0: Amazon is well-known for putting the customer first.

Customer Service 100

Customer Service Case Study Gamification Culture 100

Amity

MAY 19, 2017

Here are some breathtaking examples of beautifully designed video case studies – time to get inspired! Why it’s so great: HubSpot is giving us a great example of “ practice what you preach ” by diving right into the Inbound Methodology and delivering a powerful case study informed by a specific buyer persona.

Video 57

Video Case Study Study Roadmap 57

ChurnZero

SEPTEMBER 20, 2019

CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution. Make sure they’re onboard with this roadmap. A: Again, the answer here is the roadmap.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

Centercode

DECEMBER 22, 2020

How Arris Saved $1M by Fixing Bugs Before Release (Case Study). This combination ebook-and-worksheet is a roadmap for keeping testers engaged, because targeted feedback is critical to product success. How to Decrease Beta Testing Costs by 40% (Blog). How Defined Processes Are Shaping Success in 2020 (Blog). Engaging Testers.

eBook 75

eBook Case Study ROI Roadmap 75

DCX

SEPTEMBER 29, 2024

Case studies: Eclipse (TV company): Used a digital twin to personalize content delivery, resulting in a 30% increase in click-through rates and 21% increase in website engagement. Method to enhance their communication skills, leading to more effective customer experiences and stronger organizational leadership.

e-support 86

e-support Customer Centricity Apparel Leadership 86

BirdEye

MARCH 6, 2025

Think of this as your roadmap to winning over potential customers. Donts that hurt your online presence Ignore personal branding and thought leadership Small business owners and entrepreneurs should establish a personal brand by sharing insights, case studies, and success stories.

Tips 85

Tips Tools Social Media Multi-Channel 85

CX Journey

AUGUST 11, 2016

We send product and market insights that our customers entrust us with across all departments within REA Group and have people from other internal areas actively sitting beside us as well hearing feedback directly from customers to inform their roadmaps. BM : It sounds like you’d need a very engaged workforce to make this work successfully.

Groups 0

Groups System Case Study Roadmap 0

Gainsight

JUNE 11, 2021

The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic. ONE Powerful Word That Can Transform Your Customer Relationships with the incredible Nils Vinje, Founder and CEO at Glide Consulting and 30 Day Leadership. Human-First Customer Success.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

InteractionMetrics

FEBRUARY 20, 2025

The result is a clear roadmap to improvement for your company. If leadership is simply treating customers as metrics, employees may mirror that attitude. Look at industry reports, competitor case studies, and customer satisfaction surveys to gauge where your NPS stands in comparison to others in your field.

NPS 52

NPS Net Promoter Score Strategy How To 52

AWS Machine Learning

AUGUST 26, 2024

This feeds into our refinement process for existing summaries and plays a crucial role in prioritizing our product roadmap. Proactive follow-up – We personally reach out to and close the loop with every single instance of negative feedback, building trust and creating a cycle of continuous feedback.

Sales 122

Sales Multi-Channel Metrics Feedback 122

SurveySparrow

MARCH 14, 2023

10 Essential Product Manager Competencies You Need to Thrive Product features Roadmap Product analytics User experience Product solving skills User onboarding Prioritization Research Communication Organization #1. The product roadmap helps in the development and release of your product. Product beta testing data from SurveySparrow #3.

Management 10

Management Roadmap Communication Resources 10

ClientSuccess

MARCH 28, 2023

Often, SaaS vendors’ strategic roadmaps tend to shift and change based on enterprise accounts’ requirements. Collaborate with other Departments One of the advantages of having enterprise customers is that they are heavily invested in your technology and team.

Company 52

Company Management Case Study Customer Journeys 52

ClientSuccess

SEPTEMBER 8, 2020

Many times, SaaS vendor’s strategic roadmap tends to shift and change based on the requirements of enterprise accounts. Work in tandem with other departments: One of the great things about having enterprise customers is that they are heavily invested in your technology and your team as a whole.

Customer Journeys 52

Customer Journeys Management eBook Case Study 52

ClearAction

AUGUST 6, 2019

Omnichannel: Seamless customer experience is empowered through close partnership between Marketing Operations and the IT team conducting reviews of the marketing technology stack and working on integrations, with a roadmap for future optimization. Analyzing Customer Insights. Impact of Customer Insights.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

ClientSuccess

APRIL 20, 2017

After those roles, Paul has held a variety of other leadership roles in B2B SaaS companies—all with the goal of establishing Customer Success best practices and methodologies, like the “Customer Success Hub Effect” which we’ll explore below.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

DCX

SEPTEMBER 29, 2024

Case studies: Eclipse (TV company): Used a digital twin to personalize content delivery, resulting in a 30% increase in click-through rates and 21% increase in website engagement. Method to enhance their communication skills, leading to more effective customer experiences and stronger organizational leadership.

e-support 52

e-support Customer Centricity Apparel Leadership 52

ChurnZero

DECEMBER 20, 2019

C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. And be prepared to offer real numbers (additional revenue, increased engagement , and satisfaction) as part of your pitch; make sure your leadership understands the real value behind the vision. . .

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

Qualtrics

FEBRUARY 6, 2019

Design a data-driven product roadmap. Who should go: The conference is for anyone in product and there’s an additional leadership forum for leaders with Director, VP, or CPO titles. Description: As the product management role evolves, PM’s must stay up-to-date with the latest technology and thought leadership.

Conference 33

Conference Management Chief Customer Officer Innovation 33

DCX

JULY 30, 2024

This guide is your roadmap to winning hearts and minds across your organization. I'll break down customer centricity for each department, giving you the language and examples you need to make your case effectively. Illustrating customer impact: Share case studies of how consultative selling led to long-term partnerships and referrals.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

SmartKarrot

NOVEMBER 7, 2022

Role: Head of Customer Success Operations Location: Remote, United States Organization : Quickbase As a Head of Customer Success Operations, you will collaborate with the VP, GTM Ops and Enablement as well as FP&A and executive leadership in the creation of the Annual Operating Plan (AOP). Identify case-study opportunities.

Customer Success 19

Customer Success Case Study Roadmap Leadership 19

SmartKarrot

NOVEMBER 19, 2021

Take a leadership role in the completion of special projects to support Strategy and Customer Success. Write & publish customer feedback internally to support product roadmap. testimonials, case studies). Manage and escalate data inquiries and investigations as needed. Contribute to customer onboarding.

Customer Success 19

Customer Success Case Study Roadmap NPS 19

SmartKarrot

JANUARY 15, 2021

Let’s use a case study to explore both the benefits of smooth coordination and how to identify areas requiring collaboration. Success drafts narratives and use cases for high-value features requested by customers. The case study above is just one example of coordination and the need for collaboration.

Customer Success 19

Customer Success Case Study Hospitality Roadmap 19

SmartKarrot

JUNE 30, 2022

testimonials, case studies). Represent the voice of the customer to inform the sales process and product roadmap. Provide leadership to managers, supervisors, and/or professional roles. Collaborate closely with Sales to support expansion opportunities. Regularly interacts with executives and/or key business partners.

Customer Success 19

Customer Success Case Study Roadmap Metrics 19

SmartKarrot

APRIL 14, 2022

As a Vice President of Customer Success, you will deliver transformational leadership across all TechBridge products, platforms, and services to ensure that current operational technology and processes serve the customer’s best interests. testimonials, case studies).

Customer Success 19

Customer Success Case Study Roadmap Customers 19

SmartKarrot

NOVEMBER 26, 2020

Role: Vice President of Customer Success Location: Brooklyn, New York, US Organization: Outlier.org As a Vice President of Customer Success, you will serve as a key member of the leadership team with significant input to company-wide objectives. Understand and advocate for a client’s roadmap needs with product management.

Customer Success 10

Customer Success Roadmap Case Study Leadership 10

SmartKarrot

DECEMBER 9, 2020

Monitor and report to leadership on key Customer Success Management metrics; continuously assess and proactively drive efforts to enhance performance and ensure excellent customer satisfaction scores. testimonials, case studies). Representing the voice of the customer to inform our sales process and product roadmap.

Customer Success 10

Customer Success Case Study Effort Score Return on Investment 10