Retently

JANUARY 19, 2023

Before attempting to measure it, let’s first try to define what product-market fit is. 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.

Measurement 157

Measurement Survey Marketing Effort Score 157

Retently

MARCH 11, 2025

Review moderation engaging with customers publicly and privately to improve brand perception. NPS, CSAT, CES survey responses measuring satisfaction and pinpointing customer effort levels. Step 1: Evaluating Customer Support Tools Not all customer support tools are created equal. Whats included in a CX roadmap?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

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

delighted

NOVEMBER 3, 2022

If you want to create a great product that your customers will love (and continue to buy), you first need a great product roadmap. Haven’t built or managed a product roadmap before? What is a product roadmap? Why is a product roadmap important? Does the upcoming roadmap justify the need for a new hire?

Roadmap 89

Roadmap Effort Score Tips Survey 89

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 product to understand how customer usage tracks to valued outcomes and how customer needs impact roadmap decisions and commercialization strategy.

Roadmap 62

Roadmap Sales Measurement Tips 62

Totango

NOVEMBER 21, 2024

Now, consider a global enterprise leveraging Unison’s custom model to get well ahead of churn risk, and discover new growth opportunities within their customer base, driving upsells and cross-sells while achieving measurable growth. The ability to look at all actions through the lens of revenue is paramount.

Customer Success 62

Customer Success Chief Customer Officer Roadmap Sales 62

InMoment XI

JANUARY 2, 2023

Not only does exceptional customer experience make customers happier, it drives desirable customer behavior. When you start your CX efforts, you need to consider how to measure it. But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

InMoment XI

AUGUST 25, 2023

The scale of your CX program should align with your organization’s resources, goals, and customer base. It is necessary for you to set clear, measurable objectives from the outset, which can guide the design and implementation phases of your CX program and provide a clear way for evaluating success.

How To 195

How To ROI Net Promoter Score Measurement 195

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

InMoment XI

OCTOBER 10, 2023

This article delves deep into the world of customer service metrics, offering insights and actionable takeaways. The Importance of Measuring Customer Service Metrics Customer service metrics are the backbone of any successful customer-centric strategy. Frustrating, right?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Retently

MARCH 17, 2025

CSAT & CES Trends : Analyze customer satisfaction and effort scores post-support was the issue resolved? NPS Score Trends & Insights Net Promoter Score (NPS) measures customer loyalty and the likelihood of recommending your brand. Actionable Fix: Add real customer feedback (e.g., How easy was the experience?

Report 90

Report How To Effort Score NPS 90

Thematic

MARCH 20, 2025

Build better products by prioritizing features customers actually want. Who needs access to insights—product teams, marketing, customer service, leadership? Set measurable goals. Define KPIs such as NPS, customer retention, support ticket resolution time, or revenue impact. Just look at Atom Bank.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

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.

Ecommerce 109

Ecommerce Survey Retail NPS 109

Totango

FEBRUARY 28, 2024

In today’s dynamic landscape, the customer holds unprecedented power. It’s no longer sufficient for businesses to merely survive; they must deliver measurable value quickly and consistently. As a customer-centric organization, transparency and your success is our priority: There will be no disruption to your day-to-day operations.

Company 111

Company Roadmap Sales Customer Success 111

Gainsight

APRIL 11, 2025

A culture of belonging that fosters a sense of ownership among the customer base. Communities work best when they become specialized settings that are transparent, secure, and productive for customers. Measure and Optimize Your Efforts Congratulations! Personal brand-building opportunities.

How To 52

How To Gamification Effort Score eBook 52

Thematic

MARCH 30, 2025

Identifying Key Performance Indicators (KPIs) Once your data is integrated, the next step is knowing what to measure. 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

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

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. Companies could have additional criteria based on their requirements, of course.

Contact Center 164

Contact Center Tips Management Call Center 164

Solvvy

OCTOBER 25, 2022

You can take various approaches to measure customer satisfaction levels. Others may focus on a particular aspect, such as customer service or product quality. . However, calculating a customer satisfaction index for your business allows you to do both. What Is the Customer Satisfaction Index?

Customer Satisfaction 62

Customer Satisfaction Measurement Effort Score How To 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. Customer happiness vs. customer satisfaction. Happy customers buy more from your company.

Effort Score 135

Effort Score Net Promoter Score Customer Satisfaction Social Media 135

Wootric CX Blog

NOVEMBER 4, 2020

Not only does exceptional CX make customers happier, it drives customer behavior. When you optimize for CX, the first step is to measure it. But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. How do I measure Customer Experience?

NPS 122

NPS Net Promoter Score Metrics Effort Score 122

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

BirdEye

MAY 30, 2023

To measure anything is to compare it to something else. When you’re in business, there are few better ways to compare your progress than by measuring it against your competitors. Or measuring external metrics, like social media followers or customer review ratings , can help you gauge how your results stack up alongside others.

Social Media 98

Social Media Analysis Metrics Advertising 98

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

SurveySparrow

DECEMBER 14, 2020

To implement it well, though, you need to be able to measure returns on your customer experience strategy. Identifying such potholes is key to a good customer experience. You might ask – How do you measure returns on customer experience? But measuring returns on customer experience is not that difficult.

Customer Experience Management 52

Customer Experience Management Measurement Customer Experience Net Promoter Score 52

Education Services Group

MAY 28, 2021

Be sure to tap each one to get a full picture of the customer’s larger objectives and how to prioritize each one. By doing this work upfront, the CSM will have the information they need to build a roadmap for what success looks like from the customer’s point of view. How will you measure a successful outcome?

Customer Success 98

Customer Success Sales Customers Roadmap 98

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. . Monitor user-health based on their behavior to facilitate product adoption.

Self Service 147

Self Service Poor Customer Service e-support Customer Success 147

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. Chris says, “Your teams should be talking about, ‘What journey do I need to build to get my customer to their outcome?’”

Tips 89

Tips Net Promoter Score Metrics NPS 89

Kayako

FEBRUARY 13, 2019

Helping to develop a (small) team focused on increasing the engagement, NPS and health of your current customer base can be a huge win, and the best part is the systems are currently in place for new customers! Build a Holistic Customer Health Metric. The health metric is very much the holy grail of customer success.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

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

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. Monitoring of performance lets you make adjustments and improvements to optimize your customers’ experience at each touchpoint.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122

Gainsight

SEPTEMBER 8, 2021

Organizations create dedicated roles to continuously improve CS functions to improve NRR or reduce costs by scaling up your customer base with the same CS headcount. That team of your in-house, expert thought partners is called Customer Success Operations. of customers who expand. Time to close an expansion.

Marketing 105

Marketing ROI Leadership Analysis 105

ChurnZero

JULY 2, 2021

Over time, your customer base becomes more diverse and has more opportunities to churn. A similar but simpler version of GRR is customer retention (also known as logo retention). Unlike GRR, customer retention is purely based on customer count, not the retained revenue from customers.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Tips 97

InteractionMetrics

FEBRUARY 20, 2025

Instead of improving the customer experience, they end up frustrating customers even more. We use scientific rigor, real listening, and reciprocity to design surveys that truly measure and enhance customer satisfaction. The result is a clear roadmap to improvement for your company.

NPS 52

NPS Net Promoter Score Strategy How To 52

ProProfs Chat

APRIL 12, 2019

A loyal customer base is the cornerstone for any successful business. More so for Software-as-a-Service (SaaS) companies since acquiring new customers on a B2B level is much more difficult. This makes customer retention a necessity for SaaS-based companies. So what is NPS and how does it work?

Net Promoter Score 80

Net Promoter Score Customer Retention Company NPS 80

delighted

DECEMBER 10, 2019

Many brands are investing heavily in customer experience (CX) and, as we explore below, the numbers don’t lie — those allocated resources can yield some serious returns. In light of this, ROX is emerging as a way for companies to measure how improving customer experience drives consumer behavior and yields measurable results.

ROI 40

ROI Measurement Customer Experience Effort Score 40

Optimove

OCTOBER 21, 2021

Buyer Demand #2: A roadmap for solution maximization. Speaking to thousands of marketing decision-makers every year, we already see many of them requesting meetings with the Customer Success Team as part of the deal cycle! Whereas in the past, most KPIs were occurrence-based (e.g., replenishment, recurring revenue).

Brands 59

Brands Self Service Roadmap Competitive Advantage 59