Retently

MARCH 17, 2025

Helps teams react fast to emerging issues in different CX touchpoints (e.g., By identifying patterns, setting clear goals, and fostering cross-functional collaboration, your CX strategy becomes more than just a report it becomes a roadmap for continuous improvement. Tracks customer pain points in real-time.

Report 90

Report How To Effort Score NPS 90

PeopleMetrics

FEBRUARY 26, 2018

You need to be continually tapped into feedback along critical touchpoints throughout the customer journey. 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. The same applies for B2B SaaS companies.

NPS 96

NPS Net Promoter Score Company Roadmap 96

Gainsight

MARCH 18, 2021

Using a product roadmap tool , PMM and CS teams can securely keep key users aware of upcoming product changes before they’re released. A case study is one of the most powerful ways to add credibility and a social proof point to any product and website. Exceptional product launches include multiple, personalized touchpoints.

Customer Success 93

Customer Success Touchpoint Case Study Roadmap 93

DCX

JANUARY 19, 2025

Obsess over details: From the user interface of your website to the packaging of your product, every touchpoint matters. 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! Ensure consistency and quality in all aspects.

Travel 52

Travel Customer Centricity Culture Brands 52

BirdEye

MARCH 6, 2025

Think of this as your roadmap to winning over potential customers. Whether someone is searching for your services on Google, checking your reviews, or engaging with your social media posts, every digital touchpoint contributes to your brands visibility. If your brand also feels invisible, keep reading.

Tools 85

Tools Tips Social Media Multi-Channel 85

Comm100

FEBRUARY 7, 2018

Does the vendor have case studies of companies like yours who’ve used their software? Will your team have the opportunity to contribute to the product roadmap of the support tool by submitting ideas to the vendor? With this vendor, will your company be able to meet customers through multiple channels and touchpoints? (In

Software 112

Software Customer Engagement Engagement Social Media 112

SurveySparrow

AUGUST 30, 2023

Practical Techniques Gain access to practical techniques and tools that can be implemented across various touchpoints. The best books include case studies that spotlight successful customer experience implementations. These books offer actionable steps to elevate your CX game. Read Here: Amazon 6.

Customer Experience 52

Customer Experience Roadmap Case Study Loyalty 52

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. If you’re serious about getting everyone on the same page, this is your roadmap!

e-support 86

e-support Customer Centricity Apparel Leadership 86

Thematic

MARCH 26, 2025

Public product roadmaps – Transparency wins customer trust. Case Study: How Atlassian Closed the Customer Feedback Loop Atlassian was drowning in customer feedback. Strong feedback loops for customer experience help businesses refine their offerings and enhance satisfaction at every touchpoint.

Feedback 62

Feedback Social Media Analysis Survey 62

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

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

CustomerSuccessBox

MAY 17, 2021

You need to dig into historical churn data and analyze the use cases nailed, the segment of the customer, license utilization, QBR is done, frequency, and trend of usage. This analysis will help you to update processes, product roadmaps, and other practices across functions to improve the current system and get a grip on unexplained churn.

Customer Retention 52

Customer Retention Effort Score Touchpoint Analysis 52

Hero Digital

OCTOBER 5, 2019

How many touchpoints—the places your target customers engage with you—are you reaching? Unlike a messaging platform which gives messaging strategy, a message map is a tactical framework for building specific messages for specific touchpoints. Determine your key touchpoints and channels. Define the objective for your campaign.

B2B 40

B2B Touchpoint Multi-Channel Strategy 40

delighted

APRIL 7, 2020

They then introduced a new CX touchpoint with Delighted, measuring customer satisfaction score (CSAT) for menu updates amongst merchants to fine-tune the portal and address key performance issues (ex. loading times, etc.). .” — Warren St. John, President of Patch. Proactively improve your customer experience.

Customer Retention 52

Customer Retention Customer Experience How To Guidelines 52

CSM Magazine

JUNE 12, 2020

As retail automation technology takes quantum leaps forward (see Figure 3), companies that provide value-driven information across multiple touchpoints will differentiate themselves from those who employ single channel or siloed environments. Increasing Role of Technology in Customer Service. Lampton, Ph.D.,

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

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. If you’re serious about getting everyone on the same page, this is your roadmap!

e-support 52

e-support Customer Centricity Apparel Leadership 52

CustomerSuccessBox

DECEMBER 4, 2018

The success plan needs to be a dynamic document which evolves with the customer’s goals and those goals will evolve as the customer’s objectives change and as your own product roadmap progresses. Step 5: Invest in customer relationships.

Customer Retention 40

Customer Retention Effort Score Case Study Customer Success 40

SurveySparrow

SEPTEMBER 25, 2023

To grasp the concept of the customer experience lifecycle, imagine it as a roadmap. Customer reviews, case studies, and transparent pricing can be valuable tools in this phase. Creating a seamless omnichannel experience ensures that customers can interact with your brand effortlessly across various channels and touchpoints.

Customer Experience 52

Customer Experience Social Media e-support Omni-Channel 52

SurveySparrow

JUNE 15, 2021

A transactional NPS (tNPS) survey asks customers to rate a recent interaction regarding a specific customer touchpoint — post-service, post-purchase, or post-onboarding interactions. Product managers find this question useful as it helps them prioritize their product roadmap and understand what’s valuable to the end customer.

NPS 52

NPS Survey Measurement Case Study 52

Currency Alliance

DECEMBER 4, 2023

To consider a loyalty topic to be a ‘trend’, it needs to be on the roadmap during 2024 for at least 25% of leading loyalty programs and on the radar for at least 50% of companies. Automated checkouts, which serve as the loyalty touchpoint in many supermarkets, are being reconsidered due to their impact on the customer experience.

Loyalty 59

Loyalty Trends Data Marketing 59

delighted

DECEMBER 10, 2019

Essentially, ROX begins with mapping consumers’ purchase journeys, identifying touchpoints and factors that impact customers most, and improving those experiences for a positive business outcome. Our customers have found that measuring operational metrics alone isn’t enough (read the case study ). Build your own CX ROI model.

ROI 40

ROI Measurement Customer Experience Effort Score 40

delighted

APRIL 7, 2020

They then introduced a new CX touchpoint with Delighted, measuring customer satisfaction score (CSAT) for menu updates amongst merchants to fine-tune the portal and address key performance issues (ex. loading times, etc.). John, President of Patch. Proactively improve your customer experience.

Customer Retention 43

Customer Retention Customer Experience How To Guidelines 43

SurveySparrow

SEPTEMBER 6, 2019

Record the customer journey at each touchpoint. Measure revenue created at each touchpoint. The Customer Lifetime Value of a customer is not found out to increase the number point-blank but to help you build customer acquisition strategies as well as craft a roadmap for customer retention. 7 Create a knowledge base.

Social Media 51

Social Media Effort Score Metrics Customers 51

Currency Alliance

MARCH 21, 2019

This makes it difficult to coordinate meaningful touchpoints across marketing channels; and, nearly impossible to consistently reinforce the loyalty strategy. Loyalty is earned by the customer’s cumulative experiences with a brand, across all its touchpoints. Many organizations have attempted to build Points Banks from scratch.

Loyalty 58

Loyalty Banking Loyalty Programs CRM 58

SurveySensum

NOVEMBER 6, 2023

Ask if they’d be willing to provide testimonials, or participate in case studies or reviews. Product Development: Align your product roadmap with the customer feedback and implement necessary changes. Identify touchpoints where improvements can be made. Prioritize these for immediate action.

NPS 52

NPS Feedback Effort Score Customer Journeys 52

SmartKarrot

FEBRUARY 17, 2022

Be in the internal voice of the customer, work with the product team to deliver feedback to shape the product roadmap. Nurture customer advocacy in the form of testimonials, references, and case studies. First touchpoint for corporate clients and acting as an interface to internal stakeholders. Apply here: [link].

Customer Success 19

Customer Success Case Study Hotels Roadmap 19

Thematic

SEPTEMBER 19, 2024

Success Stories using VoC Tools: Melodics Case Study Here at Thematic , we help organizations power their Voice of Customer programs with our advanced AI analytics platform. The company wanted to find out what really matters to their customers so they could improve their product roadmap.

Voice of Customer 62

Voice of Customer Tools Social Media Analysis 62

SmartKarrot

DECEMBER 9, 2020

testimonials, case studies). Representing the voice of the customer to inform our sales process and product roadmap. Create Success Plans for your customers, including touchpoints/milestones, cadences, contacts, business reviews, etc. Identify opportunities for customers to act as RStudio advocates (e.g.,

Customer Success 10

Customer Success Case Study Effort Score Return on Investment 10

SmartKarrot

DECEMBER 29, 2020

Oversee customer lifecycle touchpoints such as the Executive Sponsor program, QBRs, EBRs, NPS, and other listening posts. Collate and share best practice examples of reporting, strategies, and case studies across the teams. Review meetings, creating roadmaps and strategy review. Apply here: [link].

Customer Success 10

Customer Success Case Study Roadmap Touchpoint 10

SmartKarrot

JANUARY 13, 2021

Apply here: [link] Role: Director of Customer Success, EMEA Location: London, England, United Kingdom Organization: Pendo Management As a Director of Customer Success, you will act as a proactive leader, owning the customer journey, and orchestrating meaningful touchpoints with customers, drive product adoption, retention, and growth.

Customer Success 10

Customer Success Metrics Case Study Consulting 10

SmartKarrot

FEBRUARY 7, 2022

With the help of different features like SK touchpoint, personalization, campaigns, project management, surveys, data mining, etc., Today, customer success leaders and managers are too busy acquiring, retaining, and growing customers. Onboarding new customers. This is what SmartKarrot customer success software does to the best of its ability.

Customer Success 10

Customer Success Software Report Customer Journeys 10

DCX

JANUARY 26, 2025

That’s where Mitrova’s VinJourney™ shines—bringing everything together to help wineries create unforgettable experiences at every touchpoint. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. Case Study Friction or Feature?

Automatic Callback 52

Automatic Callback Culture Innovation Retail 52