SurveySparrow

SEPTEMBER 4, 2020

We had recently hosted an Ask Me Anything event about creating product roadmaps which made us delve deeper into its importance. We found that you can utilize your roadmap to up your product strategy game, improve decision-making, and steer your business on the path to success! What is a product roadmap? Product roadmap process.

Roadmap 96

Roadmap Effort Score How To Metrics 96

InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. Companies that earn $1 billion annually can expect to earn on average an additional $700 million within 3 years of investing in customer experience. This is scored on a numeric scale.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

GetFeedback

DECEMBER 21, 2018

It’s important for businesses to understand what contributes to churn in order to address those issues—and ultimately drive customer retention. Here are 40 customer retention statistics that reinforce the growing need for customer experience management. Customer Retention by the Numbers. New Voice Media ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

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. Be the voice of the customer. Creating self-service documentation.

Self Service 178

Self Service Customer Service Roadmap Customers 178

Totango

NOVEMBER 21, 2024

Despite their critical roles, customer success teams face the daunting task of managing vast data from customer interactions. Conclusion Totango Unison represents a significant leap in customer success and post-sales roles. Extracting actionable insights from this sea of information is often cumbersome.

Customer Success 62

Customer Success Chief Customer Officer Roadmap Sales 62

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. 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. How can I fix it?

Contact Center 142

Contact Center Tips Management Call Center 142

Vonage

MARCH 26, 2018

Support agents not only interact with customers daily, they’re constantly brainstorming ways to overcome the top issues impacting your customer base. The easier customers’ lives are, the easier the customer support team’s job is. No one is as motivated or equipped to solve customers’ problems.

Roadmap 163

Roadmap eBook Course Policies 163

Gainsight

SEPTEMBER 1, 2022

To be sure, Product Managers spend a lot of time deciding which features need to be added to their product. But with multiple products and new urgent bugs and features to manage daily, it can be hard to focus on an organization’s bigger vision. And it addresses what’s coming next to best meet customers’ needs.

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

Thematic

MARCH 22, 2022

Is it intuitive, manageable, and user friendly? This type of market research doesn’t have to cost a lot, and you’ll still be able to collect important information on customer needs that can help you create a great product. Remember that product validation is not about feature requests or customer-driven roadmapping.

Roadmap 62

Roadmap Analytics Feedback Analysis 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

Lumoa

JANUARY 27, 2023

Step 3: Compare Perspectives Once you’ve completed and analyzed the data you’ve gathered, you can compare the perspectives of your employees, customers, and upper management. If the comments are favorable, it’s best to keep working and seek suggestions for improvement in other areas of the customer experience. Look at why.

Customer Journeys 195

Customer Journeys Customer Experience Customer Service Touchpoint 195

BirdEye

DECEMBER 28, 2024

Managing a unified presence across all these platforms requires systematic approaches and consistent attention. Staying current with these changes while managing daily restaurant operations is challenging. The more potential customers hear about your business, the more likely they are to click on your site/profile on Google.

Tips 97

Tips Social Media Chatbots System 97

Gainsight

JANUARY 17, 2020

How do you prioritize what feedback gets incorporated into the product roadmap? Read on to learn how these six product professionals listen and act on customer feedback. 6 Customer Feedback Processes from Product Management Experts. Q: How do you prioritize what feedback gets incorporated into the product roadmap?

Feedback 117

Feedback Roadmap ROI Case Study 117

Retently

MARCH 17, 2025

Some reports get ignored because they track the wrong things, while others fail to connect the dots between customer issues and business impact. Tracks customer pain points in real-time. For example, if 20+ customers ask about product sizing, the website may need clearer information. Test the UX and optimize accordingly.

Report 90

Report How To Effort Score NPS 90

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. Source: CrunchBase ).

Customer Base 48

Customer Base Tools Effort Score Roadmap 48

Totango

FEBRUARY 12, 2025

That means we spent the last year deeply listening to our customers to ensure we deliver on the promise we made, while also focusing on the future to ensure our innovations keep up with their needs. In fact, when we previewed the new brand identity with our Customer Advisory Board, one executive said he was glad to see we kept some green!)

Brands 62

Brands Customer Success Roadmap Innovation 62

Bold360

APRIL 6, 2021

With a clear view from the frontlines of what Bold360 customers have been experiencing, Customer Relationship Manager Shai Horstock explains the shift enterprises have had to make in order to become nimbler, a change that won’t (and shouldn’t) go back to the pre-pandemic normal. Now, responsiveness rules the day.

Roadmap 52

Roadmap Self Service Chatbots Telecommunications 52

Gainsight

MARCH 19, 2025

Revenue growth requires sustainable strategies centered around existing customers. And no organization has a stronger connection to existing customers than Customer Success. Prioritize Expansion The conversation about cost doesnt begin and end at the amount customers pay to adopt a solution.

Self Service 52

Self Service Strategy Roadmap Sales 52

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 195

How To ROI Net Promoter Score Measurement 195

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. There are plenty of tried-and-true methods for managing feature requests. 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. Tight data integration is imperative to this process, ensuring that vital customer information is accessible and actionable across different teams.

Customer Journeys 97

Customer Journeys Roadmap Comparison Exercises 97

Thematic

MARCH 30, 2025

Leveraging Real-Time Analytics for Agility Let’s say you’re managing an e-commerce business during the peak holiday season. Without real-time visibility, you’d likely discover this too late—after customer frustration has gone public and returns flood in. Now, add generative AI to the mix.

Customer Insights 62

Customer Insights Data Analytics How To 62

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. ”, it’s likely not feedback for the Product Management team, but rather an end-user education issue which should be sent to their Customer Success Manager.

Survey 150

Survey Feedback How To Net Promoter Score 150

InMoment XI

OCTOBER 10, 2023

This ensures that businesses can maintain a consistently high level of service, fostering trust and loyalty among their customer base. Customer Effort Score (CES) While satisfaction is vital, so is the ease of the customer experience. They begin to view challenges not as roadblocks but as opportunities for growth.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Education Services Group

APRIL 25, 2021

Even if you’re in the earliest stages of Customer Success, you can start implementing (nearly) any of the 17 capabilities right off the bat. You might start with a fantastic human capital management program for your CS team. As a Customer Success leader, you’re probably working on all of these capabilities all of the time.

Customer Success 91

Customer Success Customer Journeys Roadmap Return on Investment 91

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. Customer-centered management is straightforward business sense. Business Sense.

Management 69

Management Customer Experience Management ROI Financial 69

Talkdesk

DECEMBER 10, 2020

the investment, resources and change management) of executing this project. Perform a maturity model assessment to evaluate your CX across nine core areas — such as knowledge management, quality assurance and channel options — and map your CX maturity into one of four stages: beginning, developing, maturing and optimizing.

Contact Center 115

Contact Center How To Transportation Roadmap 115

InMoment XI

JANUARY 2, 2023

What Is Customer Experience? Customer experience ( CX ) is the cumulative impact of every touchpoint throughout the customer journey. Net Promoter Score (NPS) is a CX metric that surveys customers based on one question: “On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?”

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Thematic

MARCH 20, 2025

Build better products by prioritizing features customers actually want. Ensure that product managers, marketers, and customer service teams use insights to refine their strategies. Test new features or messaging based on feedback before a full rollout. Just look at Atom Bank. Share insights with key teams.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Gainsight

NOVEMBER 9, 2022

We’ve said for a while that investing in Customer Success is the key to increased NRR, but Mehta encouraged everyone at Pulse to think about their investment in their customers as more than just their customer success manager headcount. It’s an investment in your toolkit for efficient, durable growth. . Let’s take a look.

Self Service 19

Self Service Roadmap Customer Success Knowledge Base 19

Customer Bliss

MAY 5, 2015

To make sure your customer experience work stays on track, you need to constantly manage these seven inhibitors of customer experience success: Inhibitor 1: Starting with a Mantra, Not an Action Plan . Aligns database management (since the stages of the experience interrelate to one another).

Customer Experience 100

Customer Experience Net Promoter Score Effort Score Roadmap 100

TechSee

MARCH 2, 2023

An AI provider may be required to tailor their solution to your industry, use case, customer base, and internal processes. It helps if the partner or AI provider has worked with clients with similar infrastructure and business objectives, as this should deliver a more manageable transition period. If so, how?

Self Service 109

Self Service Roadmap Resources Meeting 109

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

ChurnZero

FEBRUARY 26, 2021

Director of Customer Success at Nylas explains that since they have a highly technical product, their customers often benefit from talking directly to Product Managers who help facilitate conversations around more complex and painful customer issues. Take the initiative to align on your product roadmap.

Customer Success 59

Customer Success Company Management Roadmap 59

PeopleMetrics

FEBRUARY 26, 2018

End-user NPS feedback should be part and parcel with your software lifecycle management and product development process. 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. How to get started?

NPS 96

NPS Net Promoter Score Company Roadmap 96

Wootric CX Blog

APRIL 7, 2020

Failure happens, but when handled well, something far more powerful can happen: Customer retention. First, he created a Technical Account Management position as part of the Support team for each of PeopleMatter’s largest customers to help with ongoing product and configuration projects and issues. . Response Plan.

Customer Success 72

Customer Success Roadmap Customer Retention Feedback 72