Retently

MARCH 11, 2025

multiple customers complaining about misleading product info). Step 4: The fix is communicated back to CX and Customer Support teams. Why it matters : It prevents recurring customer issues and saves the company time, money, and frustration. Whats included in a CX roadmap?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Kayako

MARCH 9, 2017

“Product testing helps me to understand the process of the Engineering team in deciding the roadmap. Every support staff member thinks engineers work at their own convenience, and every engineer thinks support can’t explain things properly to customers. Train customers through webinars. Language learning.

Self Service 206

Self Service Customer Service Roadmap Customers 206

Experience Investigators by 360Connext

DECEMBER 1, 2020

The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly. They wanted to know why they needed a customer journey map, when they already had: Process maps. Product roadmaps. Customer feedback dashboards. They love us. No worries here.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

GetFeedback

DECEMBER 21, 2018

The study also found that top-performing companies are 50% more likely than their peers to have well-designed user journeys that facilitate clear communication and a seamless transaction. Ask for customer input through product satisfaction surveys and take that feedback to heart. Cultivate customer relationships.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Experience Investigators by 360Connext

JULY 17, 2024

The C-Suite heard her desire to understand customers better, but they couldn’t see HOW that exercise would benefit the company, exactly. They were proud of themselves for reviewing customer feedback dashboards and leaning into the idea of providing a world-class experience for customers. They love us. No worries here.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

Totango

OCTOBER 30, 2024

But many organizations focus too inward—on internal operational tactics, rather than prioritizing the customer outcomes that drive customer-led growth. Partner with sales and CS to include customer outcomes and desires as part of qualification and closing, to ensure a smooth handoff that enables great onboarding.

Roadmap 62

Roadmap Sales Measurement Tips 62

Lumoa

OCTOBER 12, 2020

Every customer-centric business strategy centers around putting the customer at the core of their business, and that means closing the customer feedback loop. While surveys like NPS, CSAT, CES , or market research can be helpful tools for understanding your customer base, they come with their own share of challenges.

Feedback 195

Feedback How To NPS Customer Centricity 195

Gainsight

SEPTEMBER 1, 2022

So a product roadmap serves as a tool for alignment: it’s a strategy-first, visual document that communicates what type of problem a product solves, how, and for whom. And it addresses what’s coming next to best meet customers’ needs. Why base them on data that will quickly become outdated? A roadmap to revenue growth.

Roadmap 52

Roadmap Data Net Promoter Score Analytics 52

SurveySparrow

DECEMBER 29, 2023

To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? A customer experience roadmap is a strategic plan that outlines the steps a business will take to enhance its customer experience.

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

Comm100

APRIL 23, 2019

According to Customer Contact Week Digital’s latest Disruptive Technology Review , 96% of organizations agree that creating smooth omnichannel experiences is a priority, but only 20% of them are getting live chat right. There’s so much more to live chat than just reactive, customer-initiated conversations.

Customer Experience 170

Customer Experience Roadmap Omni-Channel Video 170

GetFeedback

JULY 29, 2019

There are three components of a good feedback action plan: Repeatability, traceability, and communication. Instead, use existing processes such as product standups, defect tracking, roadmap planning, or market assessment meetings to notify stakeholders about relevant feedback. Communication. Repeatability.

Survey 150

Survey Feedback How To Net Promoter Score 150

Amity

MAY 4, 2016

SaaS Tattler Issue 83 - Tools to Support Your Growing Customer Base. Yes, we recognize that some companies are a bit premature for a Customer Success Platform. However, that shouldn’t stop them from making their customers successful. Tools of the trade: Apps for customer success. AnyMeeting - (Score = 1807).

Customer Base 48

Customer Base Tools Effort Score Roadmap 48

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. They reveal pain points, areas for improvement, and opportunities to delight customers – whether it’s right after a purchase or a few weeks into product usage. Was the delivery process smooth and hassle-free?

Ecommerce 110

Ecommerce Survey Retail NPS 110

Ecrion

FEBRUARY 24, 2021

What Is a Strategic Communications Plan? | Creating a Strategic Communications Plan |. How CCM Streamlines Your Strategic Communications Plan. For your business to be successful, you need to be able to get your company’s message out there for current and potential customers to see. Communications Plan? .

Communication 52

Communication Customer Journeys Roadmap Omni-Channel 52

GetFeedback

MAY 4, 2018

Sometimes, this method leads to unnecessary or unwanted changes due to the lack of communication between the user base and the upper-level executives. Rather than working off assumptions, talk to your support agents, your sales reps, and anyone else who has first-hand experience with customers. Host focus groups.

Strategy 170

Strategy How To Net Promoter Score Customer Centricity 170

Gainsight

DECEMBER 19, 2023

Creating Common Points Along Your Customer Journey Maps At the core of Comeet’s customer growth strategy is a unique approach to how they map out their customer journey. Comeet’s approach to scale is centered on fostering streamlined internal communication.

Customer Journeys 97

Customer Journeys Roadmap Comparison Exercises 97

Gainsight

JANUARY 17, 2020

When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole. How do you work with your customer-facing teams to gather feedback?

Feedback 117

Feedback Roadmap ROI Case Study 117

GetFeedback

JUNE 3, 2019

Benefit 2: open up communication. Customer satisfaction questionnaires give your customers a direct channel to tell you how they feel about your product and your support offering. According to CMO Magazine customer spend grows alongside trust , after building the relationship. Benefit 4: increase customer retention.

Customer Satisfaction 170

Customer Satisfaction Survey Trends Effort Score 170

TeamSupport

SEPTEMBER 28, 2018

But, with all these changes, problems can and will arise that require the attention of your customer team. The job to communicate both the good and the bad about your SaaS product to your existing customer base often falls on the customer success team.

Customer Success 80

Customer Success Company Roadmap Communication 80

Optimove

DECEMBER 18, 2024

This post offers a clear roadmap for using analytics to drive sustainable growth in a burgeoning market. Customizable Limits: Allow players to set deposit, loss, or time limits, and use data to suggest responsible gaming tools based on their activity. Data is highlighted as the cornerstone of competitive advantage. Download Now 8.

Gamification 64

Gamification Sports Loyalty Programs Omni-Channel 64

Customer Bliss

MAY 5, 2015

Continue to communicate the plan as it progresses and adjusts. Inhibitor 2: Not Defining the Customer Experience and Gaining Alignment on the Path of Actions. Engage leaders to connect with customers by personally calling them. Change the communication from leaders to enable and drive customer experience accountability.

Customer Experience 100

Customer Experience Net Promoter Score Effort Score Roadmap 100

Comm100

OCTOBER 30, 2017

Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. In these instances, teams are often separated by location, training or technology.

Contact Center 165

Contact Center Tips Management Call Center 165

Retently

MARCH 17, 2025

Are customers struggling with a new checkout process? Ensure the offer terms are clear and well-communicated. Key Metrics to Include: CSAT/NPS Trends : Did customer satisfaction shift? Data-Driven Decisions : Use carrier and regional data to optimize shipping strategies and improve customer satisfaction.

Report 90

Report How To Effort Score NPS 90

Thematic

MARCH 20, 2025

Build better products by prioritizing features customers actually want. It used a structured customer insights approach to process over 20,000 customer comments in 90 days. Segment Customers for Deeper Insights You’ve probably heard this, but we’ll say it again: Not all customers are the same.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Education Services Group

APRIL 25, 2021

CS Roadmap. A Customer Success roadmap is a detailed view of your organization’s goals as well as your plans for how you’ll reach those goals in the near and long term. Much like a business plan, your CS team needs a roadmap to organize the complexity of building a robust CS practice. Digital Communication.

Customer Success 91

Customer Success Customer Journeys Roadmap Return on Investment 91

InMoment XI

OCTOBER 10, 2023

Whether it’s the responsiveness of the support team, the clarity of communication, or the resolution provided, CSAT scores shine a light on areas needing improvement. This ensures that businesses can maintain a consistently high level of service, fostering trust and loyalty among their customer base.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Thematic

MARCH 30, 2025

A strong customer insights framework groups customers based on behavior, preferences, or lifecycle stage—and then delivers tailored experiences to each group. By identifying this behavior and quantifying its impact, they adjusted communication strategies and immediately improved their NPS and lead engagement.

Customer Insights 62

Customer Insights Data Analytics How To 62

ClientSuccess

MARCH 8, 2023

Define Next Steps One of the biggest reasons follow-up emails are so critical after customer calls is that they often serve as a bridge between meetings to keep your customer projects alive and keep things moving between live conversations. This helps to keep your projects on track, your customers happy, and your business thriving.

Customer Success 79

Customer Success Tips eBook Roadmap 79

Retently

MARCH 10, 2022

If you set the right pace, opt for straightforward communication and are proactive in your attempts to convert simple features into business benefits, it will definitely add up to your long-term customer base. . Be transparent in your communication and don’t overpromise. Offer product demos.

Self Service 147

Self Service Poor Customer Service e-support Customer Success 147

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 105

Contact Center Call Center Guidelines Roadmap 105

ClearAction

DECEMBER 31, 2016

Segment customers by what they’re trying to get done. Create internal and external communications, tools and processes to make things easy for each customer segment. Monitor each customer segment’s perceptions of how well you help them achieve what they’re trying to get done.

Customer Experience 81

Customer Experience Customer Journeys Customers Roadmap 81

Comm100

APRIL 23, 2019

According to Customer Contact Week Digital’s latest Disruptive Technology Review , 96% of organizations agree that creating smooth omnichannel experiences is a priority, but only 20% of them are getting live chat right. There’s so much more to live chat than just reactive, customer-initiated conversations.

Customer Experience 100

Customer Experience Roadmap Omni-Channel Video 100

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

ChurnZero

APRIL 8, 2020

Put simply, customer advocacy is about providing a product or service of such a high standard that your customers want to spread the word about it. Understandably, advocates are at the core of your customer base—not just those repeat buyers, but those who rave about your product day in, day out.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

Gainsight

AUGUST 4, 2022

Here’s how you can create a data-driven product experience that improves the customer experience: 1. Build a data-driven roadmap based on customers’ behavior. Determining your product roadmap requires balancing the needs of several, often conflicting, stakeholders. It’s impossible to make everyone happy.

Customer Experience 64

Customer Experience Roadmap Self Service Social Media 64

Integrity Solutions

JUNE 10, 2024

Most sales leaders today recognize this isn’t a sustainable way to develop business and cultivate a long-term customer base. Buyers can detect the hard sell from a mile away, and that overbearing pushiness only ends up pushing customers to the competition while leaving the company’s reputation tarnished.

Sales 107

Sales Customers Training Case Study 107

Thematic

DECEMBER 5, 2018

It goes without saying, but your existing customers are much easier to market and sell to. Consider that usually, there are no huge customer acquisition costs associated with selling a new product or service to your existing customer base. Keeping existing customers allows for more sustainable growth.

Customer Retention 96

Customer Retention Analytics Data Strategy 96