Thematic

MARCH 20, 2025

With Thematic’s platform , they unified seven data channels (support calls, app store reviews, CRM data) to streamline customer experience insights and boost customer satisfaction. Key metrics to track include: Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES) to gauge customer sentiment.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Experience Investigators by 360Connext

OCTOBER 17, 2023

Reporting on a Net Promoter Score (NPS) month after month that doesn’t vary too dramatically can create a sense of complacency. This will not only provide a roadmap for implementation but also enable the tracking of progress and the measurement of the impact of CX initiatives on business outcomes.

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Leadership Customer Experience Customer Centricity How To 259

Lumoa

JANUARY 19, 2023

It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives. To the list by Thompson, we believe it is worth adding the Net Promoter Score, which many consider the gold standard to measure Customer Experience.

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Customer Experience Net Promoter Score How To Customer Journeys 221

GetFeedback

MAY 4, 2018

Get their take before you develop new features and plan the product roadmap. You can include standardized metrics like Net Promoter Score , which give you a clear picture of changes in customer sentiment year by year. Rethink how you prioritize feature requests.

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Strategy How To Net Promoter Score Customer Centricity 170

Thematic

MARCH 30, 2025

Fast follow-up matters: companies that respond within 48 hours see a 6-point lift in Net Promoter Score ​ (NPS). The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. Involve your product team or your customer experience team!

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Feedback Roadmap Effort Score NPS 62

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.

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Roadmap Net Promoter Score Customer Journeys Customer Experience 52

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Leverage your CRM (i.e. This is especially critical prior to the renewal process.

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NPS Net Promoter Score Company Roadmap 96

GetFeedback

JULY 29, 2019

Net Promoter Score (NPS) is an excellent example of a closed question which many companies use to gauge customer sentiment. Instead, use existing processes such as product standups, defect tracking, roadmap planning, or market assessment meetings to notify stakeholders about relevant feedback.

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Survey Feedback How To Net Promoter Score 150

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. With decades of expertise in Net Promoter surveys , we know what works. Here are 21 actionable strategies to improve your net promoter score and elevate your NPS the right way.

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NPS Net Promoter Score Strategy How To 52

TechSee

DECEMBER 16, 2020

Last month, we announced this exciting partnership , which was the culmination of a mutual journey that began with an investment by Salesforce Ventures two years ago, an offering in the Salesforce AppExchange, a mutual award in the TM forum, and recognition in Gartner’s Cool Vendors in CRM Customer Service and Support 2020 report.

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Net Promoter Score Contact Center Average Handle Time NPS 109

Thematic

MARCH 30, 2025

That means gathering customer data from a range of sources—surveys, CRM systems, support tickets, social media, product usage, and more. For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs.

Customer Insights 62

Customer Insights Data Analytics How To 62

Thematic

MARCH 30, 2025

Centered Feedback Tips Tips to centralize feedback: Use a single customer feedback tool or CRM integration to capture input from email, chat, surveys (e.g., For example, if you acted on feedback about slow delivery times, monitor your delivery satisfaction scores and repeat purchase rates afterward. CSAT surveys), and more.

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Feedback Effort Score Analysis Customer Centricity 62

Customer Bliss

MAY 5, 2015

Without creating this defined customer experience framework first, the risk is the same failure that happened after (most) corporations around the world rolled out CRM. Instead of building (and celebrating) the new competencies and infrastructure that are critical to long-term sustainability – success gets defaulted to a score. “We

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Customer Experience Net Promoter Score Effort Score Roadmap 100

Thematic

JANUARY 7, 2025

Gather and Prepare Your Data Once it's clear to you what you want with your sentiment analysis tools, start collecting data from relevant sources: Direct feedback: Surveys, reviews, or NPS (Net Promoter Score) responses. Set Up Integration Integrate your sentiment analysis tool with existing platforms: CRM systems (e.g.,

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Analysis Social Media How To Effort Score 62

Thematic

NOVEMBER 18, 2024

Organizations are fast realizing the power of including their customers’ opinions in their operations, product roadmaps, and strategic business decisions. Ensure your analytics tool can easily integrate with your existing CRM, social media management tools, and any other important platforms.

Analysis 62

Analysis How To Multi-Channel Social Media 62

Thematic

APRIL 1, 2025

For example, your objective might be “to improve our NPS (Net Promoter Score) by 10 points in the next year by addressing top customer pain points.” CRM and Sales Data: Purchase histories link customer value to feedback. Be as specific as possible. Why is this important?

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Help Scout

APRIL 27, 2021

Unlike other metrics, like Net Promoter Score , Customer Effort Score , or Customer Satisfaction Score , there isn’t a defined way to measure your customer happiness — unless you create another survey to do so. CRM insights. It may seem like “happiness” in this case is a bit too vague. Point of sale studies.

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Effort Score Net Promoter Score Customer Satisfaction Social Media 135

SurveySensum

MARCH 14, 2025

Think of it as your business roadmap guiding you to understand what customers want, how they behave, and where opportunities exist. Use tools like Google Analytics, social media insights, and CRM data. To overcome it, Use customer databases and CRM tools to segment audiences. Poor targeting results in irrelevant feedback.

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Marketing Social Media How To Trends 52

SurveySparrow

DECEMBER 7, 2020

Then, 2020 arrived, and a digital transformation roadmap became the need of the hour. . These tools help you create a digital transformation roadmap and easily give your business a digital presence. . That’s why we’ve picked the 8 most useful tools to help businesses with their digital transformation roadmap. .

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Tools Roadmap Social Media CRM 52

SurveySparrow

JUNE 20, 2023

Moreover, these could include customer satisfaction scores, Net Promoter Score (NPS), customer retention rates, or response times. This may include CRM systems, customer surveys, social media platforms, website analytics, and customer support interactions.

Customer Journeys 52

Customer Journeys Net Promoter Score Customer Experience Social Media 52

ViiBE Blog

AUGUST 18, 2021

CRM , Customer experience. Next, your research continues with customer data taken from Customer Relationship Management (CRM) software. CRM software can show you what your customers are looking for by showing you what kinds of marketing campaigns and products they respond well to. ViiBE Blog. Insurance , Retail , SMB.

Customer Centricity 52

Customer Centricity Strategy CRM Net Promoter Score 52

NobelBiz

AUGUST 28, 2023

Here’s a quick list of tech solutions that can get you on the right track: Omnichannel Customer Relationship Management (CRM) Systems centralize customer data and interaction history, enabling agents to deliver personalized and context-rich experiences regardless of the channel.

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Contact Center Omni-Channel Multi-Channel Self Service 98

Retently

AUGUST 26, 2019

There are plenty of reasons to use feature request boards: It makes your customers feel like their voices are actually heard, and that they’re actively contributing to your product roadmap. As for what types of surveys you can use, here are your options: NPS (Net Promoter Score). But that’s not enough.

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Feedback Social Media Effort Score Net Promoter Score 71

Thematic

MARCH 26, 2025

Public product roadmaps – Transparency wins customer trust. ​ Consider Integration Capabilities: The tool should seamlessly integrate with your existing systems, such as CRM platforms, email marketing software, or data analytics tools. Best Ways to Close the Loop Send email updates – A simple "We heard you!"

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Feedback Social Media Analysis Survey 62

Amity

OCTOBER 12, 2017

Net Promoter Score (NPS) surveys. Cross-functional initiatives such as CS/Product collaboration on the product roadmap. At Bluecore, I had a plan on centralizing our CS technologies within our CRM so we would have full visibility across the Customer Journey and the customer-facing functions. Best practice webinars.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

Alida

SEPTEMBER 22, 2016

How an energy utility boosted its Net Promoter Score by plugging into customer intelligence [customer story and video] . Andrea Bonk, CRM and market research coordinator at OSF Healthcare, shared how listening to patients allows her to create stronger marketing messages. Embrace the opportunities of a frictionless world.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Chattermill

SEPTEMBER 4, 2018

As Andrew Chen writes in an essay on scaling growth if you create experiences that your users love and they engage with your product, you can achieve major “word of mouth” growth driven by a high Net Promoters Score. Turning more customers into promoters boosts the number of times your company is recommended.

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Net Promoter Score NPS Advertising Feedback 40

SurveySparrow

JULY 24, 2023

Net Promoter Score (NPS ): Measures customer loyalty by asking customers their likelihood of recommending a company. Customer Satisfaction Score (CSAT) : Measures customer satisfaction with a product, service, or interaction on a 1 to 5 scale. Provides qualitative insights into customer experiences.

Customer Experience 52

Customer Experience Net Promoter Score Effort Score Tips 52

SurveySensum

JULY 28, 2020

Tell them how their responses will help in giving a direction to the product roadmap, service experience, product experience, product adoption, and future actions. . Don’t download the ‘customer list’ from your CRM blindly. Inform them that you will send regular feedback requests. Communicate the “Why”.

Survey 75

Survey B2B How To Multi-Channel 75

Amity

OCTOBER 12, 2017

Net Promoter Score (NPS) surveys. Cross-functional initiatives such as CS/Product collaboration on the product roadmap. At Bluecore, I had a plan on centralizing our CS technologies within our CRM so we would have full visibility across the Customer Journey and the customer-facing functions. Best practice webinars.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

SurveySensum

JULY 11, 2023

It allows you to incorporate customer feedback into your product roadmaps and close the feedback loop , resulting in responsive solutions to improve customer satisfaction. The higher the score, the more likely they are to recommend. Customers answer on a scale from 0 to 10.

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

Thematic

MARCH 29, 2020

The most popular customer feedback surveys are Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys, which are typically sent daily, monthly, quarterly, once or twice a year, depending on how many customers you have and how quickly you iterate. How Thematic visualizes feedback on why a score dropped.

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Feedback How To Analysis e-support 111

SurveySensum

DECEMBER 4, 2023

Using the Right Tools: Invest in tools that make feedback collection and management seamless, like SurveySensum, HubSpot CRM, or Google Analytics. Clear action plans provide a roadmap for improvement, assigning ownership ensures accountability and effective communication keeps stakeholders informed and engaged.

Feedback 52

Feedback Strategy Net Promoter Score Social Media 52

ClearAction

AUGUST 6, 2019

Customer insights from CRM and the Sales team inform the rest of Marketing about what customers want to know and learn about. Customer Effort Score: how easy is it for customers to get started with the company. NPS (Net Promoter Score): how likely customers are to recommend the company. Analyzing Customer Insights.

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Customer Journeys Marketing Effort Score Net Promoter Score 48

SurveySparrow

SEPTEMBER 25, 2023

Definition CJ: The customer journey is the detailed roadmap that outlines every step a customer takes when interacting with a brand. Use Special Software: If you want to get fancy, Customer Relationship Management (CRM) software can help track each customer’s journey. It’s the roadmap guiding customers to their destination.

Customer Journeys 52

Customer Journeys Comparison Customer Experience Social Media 52

SurveySensum

AUGUST 3, 2023

and share them across multiple channels such as email, WhatsApp, In-App, CRM, and more. CustomerGauge CustomerGauge is a leading B2B SaaS feedback software that focuses on measuring and improving customer loyalty through Net Promoter Score monitoring. It lets you create various surveys like NPS, CES, CSAT, etc.,

B2B 52

B2B Software Feedback NPS 52

Wootric CX Blog

AUGUST 4, 2020

So we also use Customer Journey Metrics like Net Promoter Score, Customer Effort Score, Customer Satisfaction, etc. Your CRM platform should tell you which channels customers came through to find you, and you may notice that your high-CLV customers tend to come from one of those channels over the others. .

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Metrics Effort Score Net Promoter Score Self Service 52