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

Alida

DECEMBER 7, 2018

Yet, most companies are still failing to meet customer expectations and become more customer-centric. According to Accenture , this is because there is a growing disconnect between what customers need and what retailers are providing. View Infographic. The retail industry is only set to become more competitive.

Customer Centricity 201

Customer Centricity Infographics Retail Multi-Channel 201

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

Gainsight

SEPTEMBER 1, 2022

So a product roadmap serves as a tool for alignment: it’s a strategy-first, visual document that communicates what type of problem a product solves, how, and for whom. And it addresses what’s coming next to best meet customers’ needs. Why base them on data that will quickly become outdated? A roadmap to revenue growth.

Roadmap 52

Roadmap Data Net Promoter Score Analytics 52

Lumoa

JANUARY 27, 2023

Follow these steps to start mapping your customers’ journeys: Create Customer Personas This is an idealized representation of your customer and investigates the psychological and behavioral elements at play when they engage with your company. Are there any recurring customer complaints?

Customer Journeys 195

Customer Journeys Customer Experience Customer Service Touchpoint 195

InMoment XI

JANUARY 25, 2024

Ability to Execute summarizes factors such as the vendor’s financial viability, market responsiveness, product development, sales channels, and customer base.”** These insights aid in a comprehensive evaluation. Ask about their roadmap and how they plan to enhance both their ability to execute and completeness of vision.

Strategy 195

Strategy Roadmap Innovation Technology 195

Thematic

MARCH 22, 2022

Product validation is the process of determining whether a product concept or idea has the potential to meet the needs of customers, consumers, and stakeholders. 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.

Roadmap 62

Roadmap Analytics Feedback Analysis 62

ChurnZero

AUGUST 18, 2020

I use that to say “Here’s why we need to meet frequently and why I’m asking you to do the activities that I’ve asked you to do. By focusing on mutual success all the way through, you should have ongoing discussions with customers about whether they are getting the value they need. It’s a very simple yes or no.

Meeting 98

Meeting Customer Engagement Engagement Customer Success 98

Gainsight

MARCH 19, 2025

CSMs are the strongest connection between the customers needs and your companys product suite.The most effective ways to leverage CS teams to drive expansion are: Land-and-expand : Create small teams of Sales reps and CSMs and assign them the goal of landing smaller contracts, with the intent to expand their product use.

Self Service 52

Self Service Strategy Roadmap Sales 52

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

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. Start here if you want to learn about navigating the shift to customer-led growth, then stay tuned were going to keep talking about this.)

Brands 62

Brands Customer Success Roadmap Innovation 62

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. AnyMeeting - (Score = 1807).

Customer Base 48

Customer Base Tools Effort Score Roadmap 48

GetFeedback

JULY 29, 2019

Avoid a process with a lot of manual steps or dedicated meetings that involve many stakeholders—these will likely result in the process not being used. Instead, use existing processes such as product standups, defect tracking, roadmap planning, or market assessment meetings to notify stakeholders about relevant feedback.

Survey 150

Survey Feedback How To Net Promoter Score 150

Thematic

MARCH 30, 2025

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. When customer feedback becomes the foundation of your product roadmap, every update starts to hit closer to home.

Customer Insights 62

Customer Insights Data Analytics How To 62

Bold360

APRIL 6, 2021

“They want to see how initiatives develop, how their customers respond, and then keep developing the initiative based on that customer feedback. That’s far removed from the five-year roadmap approach.”. Shai Horstock, Customer Relationship Manager at Bold360. Engagement That’s Scalable and Flexible.

Roadmap 52

Roadmap Self Service Chatbots Telecommunications 52

TechSee

MARCH 2, 2023

Can you customize the AI technology to meet the specific needs of our business and industry? An AI provider may be required to tailor their solution to your industry, use case, customer base, and internal processes. An AI provider with experience in a different industry may not meet your team’s automation needs.

Self Service 109

Self Service Roadmap Resources Meeting 109

Retently

MARCH 17, 2025

Useful for leadership, c-suite, stakeholders , and annual strategy meetings. Each of these reports serves a different purpose, but they all share one goal: improving the customer experience and driving business growth. Maybe marketing is setting expectations that the product doesnt meet, or shipping issues are driving support tickets.

Report 90

Report How To Effort Score NPS 90

BirdEye

DECEMBER 28, 2024

Meet diners on the first page of Google Want to see the impact of Birdeye on your business? Location-specific content can help you meet diners at different stages of their decision-making process and build a relationship even before they need a restaurant booking. Implement multiple language support if your customer base is diverse.

Tips 97

Tips Social Media Chatbots System 97

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. Consider the following questions.

Contact Center 105

Contact Center Call Center Guidelines Roadmap 105

InMoment XI

OCTOBER 10, 2023

In the vast ocean of customer interactions, it’s easy for businesses to lose their way. However, by regularly monitoring and analyzing these metrics, companies can stay on course, ensuring they consistently meet and exceed customer expectations.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

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. That can increase brand awareness, which is vital for the long-term success of any business.

Measurement 157

Measurement Survey Marketing Effort Score 157

Education Services Group

APRIL 25, 2021

The Transform phase is one of growth and has everything to do with streamlining and scaling to meet your ultimate potential. CS Roadmap. A Customer Success roadmap is a detailed view of your organization’s goals as well as your plans for how you’ll reach those goals in the near and long term. CS Monetization and Funding.

Customer Success 91

Customer Success Customer Journeys Roadmap Return on Investment 91

ClientSuccess

MARCH 8, 2023

Define Next Steps One of the biggest reasons follow-up emails are so critical after customer calls is that they often serve as a bridge between meetings to keep your customer projects alive and keep things moving between live conversations. A little bit of gratitude can go a long way in building a loyal customer base.

Customer Success 79

Customer Success Tips eBook Roadmap 79

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

Optimove

DECEMBER 18, 2024

This post offers a clear roadmap for using analytics to drive sustainable growth in a burgeoning market. Responsible Gaming with Data: By leveraging behavioral analytics and customizable limits, LATAM operators can build trust, enhance player well-being, and meet regulatory expectations, following Europe’s example.

Gamification 64

Gamification Sports Loyalty Programs Omni-Channel 64

ChurnZero

MARCH 22, 2023

Breaking your customer base into segments does two things: It aligns your customer journey with the needs of each customer group, and it keeps your CS costs aligned with the revenue that each group generates. Both the customer experience and cost control are key parts of a solid success program.

Customer Journeys 97

Customer Journeys Customer Success Touchpoint Financial 97

Alida

NOVEMBER 8, 2017

Vision Critical’s mission is to enable our customers to become more customer centric by building stronger relationships. We must do the same with our customers. We must listen to them and innovate to meet their needs. We are truly nothing without our customers. Set expectations and meet them. Absolutely.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

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. For more complex or long-term products (e.g.,

Ecommerce 109

Ecommerce Survey Retail NPS 109

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. Can your VP of CS do some CS Ops?

Marketing 105

Marketing ROI Leadership Analysis 105

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 Roadmap 96

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

ChurnZero

JUNE 15, 2023

Ethan: The biggest benefit, speaking from a CSM’s perspective, is being aware of your customers’ activity prior to meetings. CSMs should not be going into meetings completely blind about what their customers have been doing in the product. Keep executives informed of successes, risks, and trends within the customer base.

Data 96

Data How To Meeting Customer Success 96

Education Services Group

MAY 28, 2021

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. Then, the CSM can compare and contrast that with their own internal business goals and create a plan of action to meet the needs of both sides.

Customer Success 98

Customer Success Sales Customers Roadmap 98

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. Customer service teams play a key role here, acknowledging individual concerns and following up with solutions or updates.

Feedback 62

Feedback Social Media Analysis Survey 62

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. You can also encourage your customer base to participate through gamification. Ask a short question at the end of your customer service interactions.

NPS 52

NPS Net Promoter Score Strategy How To 52

Thematic

JULY 11, 2022

This step tailors the analysis to meet your specific product, marketing or operations team use case. Step 5: Using the analysis to uncover insights Now it’s time to identify actionable insights and discover what your customer feedback data tells you. It also ensures trust, as you can check for accuracy and usefulness.

Analysis 77

Analysis Roadmap Banking NPS 77

ChurnZero

JULY 2, 2020

To some people it feels like a subtle mind shift, but it’s a major change to go from defining journeys as a series of meetings or trainings you want the customer to attend to marking specific points where you expect a customer to experience value. There are so many things happening outside of your product.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Effort Score Sports 98