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

Alida

DECEMBER 7, 2018

QVC identified the need to get closer to their customers to understand what they want and expect from a multi-channel retailer. This insight empowers QVC to be more reactive and agile in their roadmap and attract new, younger audiences whilst still catering to their traditional customer base. Conclusion.

Customer Centricity 201

Customer Centricity Infographics Retail Multi-Channel 201

GetFeedback

MAY 4, 2018

Rather than working off assumptions, talk to your support agents, your sales reps, and anyone else who has first-hand experience with customers. Get their take before you develop new features and plan the product roadmap. Luckily, your customers won’t hesitate to point them out! Host focus groups.

Strategy 170

Strategy How To Net Promoter Score Customer Centricity 170

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

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

Thematic

MARCH 30, 2025

With four very different customer groups—shoppers, consumers, retailers, and advertisers—they were overwhelmed by fragmented feedback. But by centralizing customer feedback using AI-powered text analytics , they gained a clear picture of each group's needs and optimized the experience across the board.

Customer Insights 62

Customer Insights Data Analytics How To 62

Gainsight

JANUARY 17, 2020

So we asked 10 experts the following questions to learn more about how they collect and prioritze customer feedback: What are some of the effective ways you collect feedback? How do you work with your customer-facing teams to gather feedback? How do you prioritize what feedback gets incorporated into the product roadmap?

Feedback 117

Feedback Roadmap ROI Case Study 117

GetFeedback

JULY 29, 2019

Instead, use existing processes such as product standups, defect tracking, roadmap planning, or market assessment meetings to notify stakeholders about relevant feedback. Group and categorize the data . Using your feedback tool, CRM tool, or a spreadsheet, you should start by grouping the survey feedback by any criteria you would like.

Survey 150

Survey Feedback How To Net Promoter Score 150

Thematic

MARCH 20, 2025

Build better products by prioritizing features customers actually want. Segment Customers for Deeper Insights You’ve probably heard this, but we’ll say it again: Not all customers are the same. To understand customers better, businesses should segment them. Here’s how: Define key customer segments.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Gainsight

NOVEMBER 9, 2022

Go on offense : Promote greater collaboration between your sales and success teams to unlock the expansion potential of your install base. . Scale through digital : Digital-led CS should no longer be viewed as a segmentation strategy but instead to target your entire customer base with a digital-led program.

Self Service 19

Self Service Roadmap Customer Success Knowledge Base 19

ChurnZero

MARCH 22, 2023

Lately, many customer success (CS) teams have been downsized or eliminated because of global economic uncertainty. There are many reasons this is happening, but one major reason is that many CS groups haven’t set up their program with the foundations it takes to run an efficient operation. Revenue: You also need to consider revenue.

Customer Journeys 97

Customer Journeys Customer Success Touchpoint Financial 97

TechSee

MARCH 2, 2023

An AI provider may be required to tailor their solution to your industry, use case, customer base, and internal processes. How will your solutions’ roadmap help me deliver continued innovation and impact? Similarly, look for potential alignment between their product roadmap and your long-term vision. If so, how?

Self Service 109

Self Service Roadmap Resources Meeting 109

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

ChurnZero

FEBRUARY 21, 2022

What is a customer advisory board? Here’s a standard customer advisory board definition: a customer advisory board is a group of trusted, hand-picked customers or influencers brought in by a business to be thought leaders and help the company gain key insights into their customer base.

Loyalty 98

Loyalty Feedback Roadmap Customers 98

Retently

MARCH 17, 2025

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. Customer experience is constantly shifting, and issues that dominate one month might not even appear the next.

Report 90

Report How To Effort Score NPS 90

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. Can you share a bit about yourself?

Ecommerce 109

Ecommerce Survey Retail NPS 109

Retently

JANUARY 19, 2023

Another reason why product-market fit is essential is that it helps to create a loyal customer base. When a product meets the target market’s needs, customers are likelier to become advocates for the product. But the most important thing Rahul Vohra did was proper segmentation of customers.

Measurement 157

Measurement Survey Marketing Effort Score 157

Thematic

JULY 11, 2022

Affinity mapping groups data into clusters based on their similarities. Once you’ve grouped together certain phrases or sentences, it will be easy to see the overarching themes in your data. Step three: From themes to taxonomy Our AI now groups the themes into a hierarchy, also known as a taxonomy or a code-frame.

Analysis 77

Analysis Roadmap Banking NPS 77

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

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. Download Now. Silo Mentalities. Focus on shared goals and targets. Outsourcing.

Contact Center 142

Contact Center Tips Management Call Center 142

Help Scout

APRIL 27, 2021

The lifetime value of someone emotionally engaged with your brand is more than twice that of a highly satisfied customer. Happy customers buy more from your company. They are usually willing to inform your product roadmap by giving you useful insights into how they use or what they want to see in your product. User groups.

Effort Score 135

Effort Score Net Promoter Score Customer Satisfaction Social Media 135

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

Retently

MARCH 10, 2022

Some companies experience a massive churn rate and have to fight for every customer. There is also a third group of businesses that will continue to grow in spite of a high customer churn because of the impressive revenue generated by existing clients. But what if you have attracted the wrong audience from the start?

Self Service 147

Self Service Poor Customer Service e-support Customer Success 147

InteractionMetrics

FEBRUARY 20, 2025

The result is a clear roadmap to improvement for your company. And when you have an actual score instead of a gamed score, you can make decisions based on facts. A higher response rate ensures a more accurate representation of customer sentiment. You can also encourage your customer base to participate through gamification.

NPS 52

NPS Net Promoter Score Strategy How To 52

Influitive

MAY 15, 2015

If you were to ask a group of community managers what keeps them up at night, you’d likely hear the same two or three concerns at the top the list: engagement , lack of resources and, of course, ROI. If you’ve already developed a resourced roadmap, you’re well on your way. Listen for silence.

ROI 61

ROI B2B Roadmap Metrics 61

Thematic

MARCH 26, 2025

Here are few of the places where you can get customer feedback from: Surveys – NPS , CSAT, and CES surveys provide structured, scalable insights across your customer base. User interviews and focus groups – Provide deep qualitative insights into customer behavior.

Feedback 62

Feedback Social Media Analysis Survey 62

Gainsight

OCTOBER 5, 2022

From Stranger Things to Brooklyn Nine-Nine to, well, Friends , we love to watch groups of friends spend time together as they celebrate the good times—and stick together during the tough times. . If you haven’t hit product roadmap milestones indicating that customers are ready to adopt a new or enhanced feature, don’t be afraid to hit pause.

Customer relationships 59

Customer relationships Roadmap Customer Success eBook 59

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

ChurnZero

MARCH 22, 2023

Lately, many customer success (CS) teams have been downsized or eliminated because of global economic uncertainty. There are many reasons this is happening, but one major reason is that many CS groups haven’t set up their program with the foundations it takes to run an efficient operation. Revenue: You also need to consider revenue.

Customer Journeys 59

Customer Journeys Customer Success Touchpoint Financial 59

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

Optimove

JANUARY 17, 2024

Discover the true value of your customers with our LTV calculator Download Now Why it Matters: As we celebrate Get to Know Your Customers Day, it’s crucial to remember that every day is an opportunity to put the customer first, starting with their data and leveraging AI-powered tools to uncover valuable insights.

Loyalty 59

Loyalty Roadmap Study Touchpoint 59

Wootric CX Blog

SEPTEMBER 23, 2020

If customers know in advance that feedback is taken seriously–for example, that it informs your roadmap, resource allocation, and training–your response rates will be higher. . And if they remain a customer, they’ll probably be far more likely to fill out another survey when one pops up. Neutrals (7-8).

Survey 98

Survey Net Promoter Score Effort Score How To 98

West Monroe

SEPTEMBER 23, 2024

Despite these challenges, decarbonization is possible and will require organizations to create a decarbonization roadmap with tactical next steps outlining the path to realizing supply chain emission reduction goals. Reporting and auditing: Reporting on emissions data, specific to an organization’s specific product or industry.

Transportation 52

Transportation Roadmap Policies Guidelines 52

SuiteCX

JANUARY 19, 2015

Don’t underesDmate the importance of comprehensive execuDon • The most frequent failure point is driven by organizaDons underesDmaDng the key success factors that must be executed well 3 Company Challenge Approach Results Client realized CRM technology plan would not work without a Go-­‐to-­‐ Market Strategy and clearer understanding of Needs/Objec2ves (..)

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

Kustomer

MAY 23, 2023

Kustomer has a strong customer base, a robust data platform, and a AI-focused product roadmap which differentiates them from many competitors in the space.” Kustomer then joined the Meta Business Messaging Group to help transform the way people and businesses communicate through modern messaging channels.

Company 52

Company CRM Roadmap Communication 52

ChurnZero

SEPTEMBER 25, 2020

Since Customer Success teams’ daily work revolves around customers and their ever-evolving needs, formalizing the feedback process helps bring order and balance to the constant stream of incoming demands and requests. As a business, you can’t ignore revenue, but you also don’t want to discount customers based solely on size.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

Gainsight

MAY 3, 2020

Last week we were treated to a lively conversation with Eric de Jager, President at Harbor Products Group, and our very own Tyler McNally, VP of Customer Experience who really proved how vital it is for Product Leaders and Customer Success leaders to partner during these uncertain times.

Customer Success 59

Customer Success Customer Experience Roadmap ROI 59