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

TechSee

MARCH 2, 2023

With new AI capabilities and compelling use cases being demonstrated daily, the service industry looks forward to a new generation of AI providers that answer their needs for high-quality service automation. What practical impact can I expect based on your track record at scale? If so, how? Every business is different.

Self Service 109

Self Service Roadmap Resources Meeting 109

InMoment XI

AUGUST 25, 2023

The scale of your CX program should align with your organization’s resources, goals, and customer base. They have managed to align their CX strategies closely with their business goals, providing a roadmap for other organizations aiming for similar success. If your program is too small, it may not move the needle at all.

How To 260

How To ROI Net Promoter Score Measurement 260

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. What type of customer support do you require?

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

BirdEye

JULY 15, 2024

At this entirely free-to-attend conference, you’ll learn how BirdAI , Birdeye’s advanced AI platform, can transform your online presence, supercharge your social media strategies, and enhance customer experiences with insights and competitive intel. Three dedicated tracks for businesses of all sizes Different businesses have different needs.

Social Media 59

Social Media Conference Automotive Competitive Advantage 59

Call Experts

APRIL 8, 2024

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. What type of customer support do you require?

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

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.

Customer Experience 64

Customer Experience Roadmap Self Service Social Media 64

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

BirdEye

MAY 30, 2023

In business, that standard can be your past performance, industry norms, or your competitors. Your parameters should be relevant to your business and your industry, and they should be easily comparable to your internal metrics. Market changes, customer preferences, and competitor strategies all affect your growth.

Social Media 83

Social Media Analysis Metrics Advertising 83

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

Gainsight

DECEMBER 4, 2023

Customer Success (CS) is one of the most important growth drivers for any company across the globe. From new SaaS companies to established industries like healthcare, the one thing every organization shares is a need to put the customer first. It’s exciting when you think about it.

eBook 52

eBook Metrics Roadmap Healthcare 52

Gainsight

MAY 3, 2022

Expansion revenue is money that your company generates from your current customer base. Some common examples include any revenue you earn from upselling, cross-selling, and securing upgrades from existing customers. By doing so, you reveal more product value and inspire your customer base to invest more money in your product.

Handbook 52

Handbook Roadmap User Experience Metrics 52

TeamSupport

SEPTEMBER 28, 2018

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. Don’t have a customer success team built up and fully thriving in your business? A SaaS company with a high churn rate is often missing a key component of customer success.

Customer Success 80

Customer Success Company Roadmap Communication 80

SurveyGizmo

DECEMBER 21, 2022

Past behaviors and mobile customer engagement history You don’t want to reach out to first-time customers and dedicated loyalty-club member s in the same way. Customer sentiment analysis gives you insight for your mobile marketing and product strategy, helping your dollars stretch further and your ROI increase.

Customer Engagement 52

Customer Engagement Feedback Engagement How To 52

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 111

B2B Customer Experience B2C Net Promoter Score 111

ViiBE Blog

OCTOBER 28, 2021

Digital aspects have taken a significant role in marketing and it is essential for a company to understand its customers better in order to provide them with the best possible experience. Together, these elements will enhance customers’ experiences while interacting with the brand or product. What is digital CX?

Social Media 52

Social Media Roadmap e-support Video 52

Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. How does that help you better forecast opportunities for expansion, preemptively identify and proactively address risk, or shape the roadmap?”

Tips 86

Tips Net Promoter Score Metrics NPS 86

delighted

JUNE 6, 2024

Product questions Asking product-related questions can help inform your product roadmap and where to focus your development or design efforts. TIP: Ask customers how they feel about your pricing with our pricing sensitivity survey template here. Where did you first learn about us? TIP: Check out our “How did you hear about us?”

Survey 94

Survey Ecommerce Tips Retail 94

GetFeedback

MAY 4, 2018

The more we automate business processes, the more we lose sight of our customers. It’s a reality in SaaS and practically every industry in the world. Though technology has undoubtedly made our jobs easier and improved the overall customer experience , it’s also distanced us from the people we serve. Host focus groups.

Strategy 170

Strategy How To Net Promoter Score Customer Centricity 170

Gainsight

OCTOBER 11, 2022

“CSM requires increasingly large teams and cross-functional participation to help customers realize value. Point solutions or manual tracking methods become cumbersome and error-prone and do not enable uniform support for customer success across a growing customer base, multiple regions, and an expanding product portfolio.”.

Customer Success 52

Customer Success Marketing Management Roadmap 52

West Monroe

JUNE 1, 2023

The tech industry is undergoing a significant transformation. Investing in the right platforms to track product use and adoption can yield insights that inform decision-making and roadmap tradeoffs and drive day-to-day operational efficiencies.

Return on Investment 52

Return on Investment Culture Metrics Roadmap 52

BirdEye

APRIL 11, 2023

Describe your mission statement Within your mission statement, you’ll want to cover why you exist, what your goals are, what products and services you provide, your ideal customer base, and your region of operation. Investors are typically interested in customer acquisition costs and profit margins. Examine your competition.

Examples 86

Examples Strategy Analysis ROI 86

SurveySensum

JULY 21, 2022

But to gain a competitive edge in customer experience, all your teams need to work fiercely to boost this number and compare it with the Industry Benchmarks. . Comparing your NPS Score with the Industry Benchmarks tells you how outstanding or poor your customer experience is against your competitors. It is relative.

Net Promoter Score 59

Net Promoter Score NPS How To Telecommunications 59

SurveySparrow

SEPTEMBER 5, 2023

This is why focusing on customer experience in the automotive industry is a big deal. What is Automotive Customer Experience? Automotive customer experience revolves around the way car companies interact with you from the moment you consider purchasing a vehicle until long after you’ve driven it off the lot.

Automotive 52

Automotive Trends Strategy Customer Experience 52

West Monroe

JANUARY 24, 2023

First, today’s firms are sitting on a significant amount of dry powder and continue to attract funding for investment in the tech industry. This approach will allow them to develop a smarter investment roadmap tied to user demand, leading directly to revenue growth. Two factors are spurring this trend.

Company 52

Company Software Strategy Leadership 52

CSM Magazine

OCTOBER 10, 2019

B2B customer support software provider cites company growth driven by year-over-year increases in multi-year customer agreements and larger deal values. As a result, enterprise customers account for 85% of ARR, up from 75% over the same period. “Our Johnson, CEO of TeamSupport.

Report 40

Report B2B Roadmap Software 40

CSM Practice

JULY 24, 2019

Review and systemize your new strategy to scale and launch the new scalable strategy to the entire customer base. As a core company value, customer centricity should be evident in all company processes and strategy. Optimize Cross-Functional Processes. Promote a Collaborative Environment.

Customer Centricity 45

Customer Centricity Roadmap Customer Satisfaction Customer Success 45

West Monroe

SEPTEMBER 15, 2022

It also provides a roadmap to employees—both in leadership ranks and those further down the ladder––for how to integrate the new business into an existing platform. Being a holistic, one-stop-shop in a fragmented industry can drive explosive growth, as it has recently in the e-commerce industry.

Culture 52

Culture Roadmap Strategy Leadership 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). Let’s move on to how many new customers you acquired” is likely the next agenda item.

NPS 96

NPS Net Promoter Score Company Feedback 96

ChurnZero

APRIL 8, 2020

Given these evident benefits, it’s easy to see why customer advocacy is a hot topic in the SaaS industry at the moment. . Before we go any further, what exactly is customer advocacy?

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

ChurnZero

JUNE 14, 2023

I believe this role is essential to maximizing efficiency, actionable customer insight, and the ROI of your CS platform. CS operations can also give you agility, or the ability to make small, well-informed moves quickly based on up-to-the-minute data from your customer base. While 83.1% collaborate with finance teams.

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

West Monroe

JANUARY 25, 2023

First, today’s firms are sitting on a significant amount of dry powder and continue to attract funding for investment in the tech industry. This approach will allow them to develop a smarter investment roadmap tied to user demand, leading directly to revenue growth. Two factors are spurring this trend.

Company 40

Company Software Strategy Leadership 40

BirdEye

AUGUST 9, 2024

The company chooses to provide custom pricing to customers based on their requirements. Birdeye pricing varies based on the number of locations you manage, the duration of your contract, and other factors. The platform provides tools to support customers throughout their purchase journey.

Comparison 59

Comparison Social Media Multi-Channel Survey 59

Solvvy

OCTOBER 25, 2022

Measure Overall Customer Satisfaction. Knowing how satisfied your customer base is with your business overall is valuable information. While overall satisfaction provides insights into customer loyalty and future purchases, it also gives you an idea of the “brand ambassadors” engaged in word-of-mouth marketing. .

Customer Satisfaction 62

Customer Satisfaction Measurement Effort Score How To 62

Totango

SEPTEMBER 17, 2021

The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. It also gives you an opportunity to deliver them a data-driven, customized experience and demonstrate how your product meets their individual needs. Promotes Customer Loyalty.

Customer Journeys 76

Customer Journeys Sales Loyalty User Experience 76

Wootric

DECEMBER 21, 2018

We are helping them move toward the CX holy grail: unifying all of the “voices” of the customer in one analytics platform. . Insights from Wootric have given CX pros the support to gain cross-functional alignment behind improving the customer experience. We developed an NLP solution that is uniquely powerful.

Analytics 67

Analytics Survey e-support Analysis 67

SmartKarrot

DECEMBER 13, 2022

Role: Customer Success Associate Location: Chicago, IL, United States (On-site) Organization: Wolters Kluwer As a Customer Success Associate, you will deliver prompt and professional service to the customers (Small Businesses, Law Firms, or Corporations) through verbal and written communications.

Customer Success 19

Customer Success Roadmap Leadership Government 19