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. After major business changes, such as a new product launch or policy shift.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

ChurnZero

FEBRUARY 21, 2022

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. Sharing first-hand insight into the customer experience.

Loyalty 98

Loyalty Feedback Roadmap Customers 98

Customer Bliss

AUGUST 11, 2016

Who does the customer call? Customer service? It is in these hand-offs that customer failures occur, in this customer Bermuda triangle that we’ve created. Simplify the roadmap for customers. Stop customer hot potato. He who speaks to the customer first should “own” the customer.

Policies 100

Policies Customers Course Roadmap 100

ClearAction

DECEMBER 31, 2016

Drive consistency across channels, across the customer life cycle, across products and locations, etc. Adjust policies in customers’ favor. Scrutinize loyalty/retention and other efforts for win-win, mutual value and ROI — from the customer’s viewpoint. New Wisdom for Voice of the Customer.

Customer Experience 81

Customer Experience Customer Journeys Roadmap Customers 81

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.

Effort Score 135

Effort Score Net Promoter Score Customer Satisfaction Social Media 135

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. As renewal approaches, a customer satisfaction survey may be emailed to the customer or solicited via in-app messages to assess a customer’s propensity to renew.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122

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.

Transportation 52

Transportation Roadmap Policies Guidelines 52

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. You should know and your exec team should agree.

Customer Success 59

Customer Success Customer Experience Roadmap ROI 59

Thematic

APRIL 17, 2024

Your customer experience analytics data holds the key: Prioritize by Impact: Focus first on the problems mentioned most often and those that generate the negative sentiment. Is there a specific policy that's a consistent pain point? Segment Your Data: Are certain customer groups disproportionately unhappy?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Your customer experience analytics data holds the key: Prioritize by Impact: Focus first on the problems mentioned most often and those that generate the negative sentiment. Is there a specific policy that's a consistent pain point? Segment Your Data: Are certain customer groups disproportionately unhappy?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Your customer experience analytics data holds the key: Prioritize by Impact: Focus first on the problems mentioned most often and those that generate the negative sentiment. Is there a specific policy that's a consistent pain point? Segment Your Data: Are certain customer groups disproportionately unhappy?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

ChurnZero

FEBRUARY 21, 2022

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. What are the benefits of a customer advisory board?

Loyalty 52

Loyalty Feedback Roadmap Advertising 52

SurveySparrow

AUGUST 28, 2023

Brands should provide clear and concise information about products, pricing, shipping, and return policies. Slow Loading Times: Slow website or app loading times can test a customer’s patience. Today, customers expect quick access to information and services. Why Should You Remove Friction from Customer Experience?

Connections 52

Connections Customer Experience Multi-Channel Social Media 52

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

CSM Practice

OCTOBER 10, 2018

By Andreas Knoefel, Customer Success and Services Executive, Thought Leader, and Author. As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. Segmentation: Your customer classification. From Puzzle Pieces to the Picture .

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. I answered this call as the builder and leader of Customer Success for Apple , NextLabs and several startups. Segmentation: Your customer classification. Below, is the blog he wrote.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. I answered this call as the builder and leader of Customer Success for Apple , NextLabs and several startups. Segmentation: Your customer classification.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

ClearAction

APRIL 17, 2019

Therefore, a two-year or three-year roadmap is the only truly sustainable way to make transformational changes.”. Customer experience initiatives are notoriously hard to justify because we demand revenue improvements from them. 3 Putting Customers First: If Not You, Who? 1 Good to Great , Jim Collins.

Management 69

Management Customer Experience Management ROI Financial 69

West Monroe

FEBRUARY 9, 2023

There’s no roadmap or policy to rely on, so it’s critical to seek outside expertise or help. Controls are then implemented as policy-as-code to ensure the right controls are in place, active, and compliant. Even the best engineers aren’t experienced with applying controls to emerging or modern technology.

Financial 52

Financial Banking How To Policies 52

West Monroe

JULY 21, 2024

We create value primarily through growth—delivering new and better products and services to new and more markets and customers. We protect value primarily through reducing risk, retaining our current customer base, and maintaining margin. For margin protection, use AI to reduce operational costs and improve pricing.

Government 52

Government Technology Guidelines ROI 52

SurveySensum

DECEMBER 21, 2023

It’s like having a roadmap to enhance their products or services. It showcases a commitment to delivering outstanding customer satisfaction. Frequent customers get rewarded, not just with free coffee but with a sense of being valued, and they often become passionate advocates, promoting Starbucks to their friends and family.

Social Media 52

Social Media Strategy How To Loyalty Programs 52

ChurnZero

APRIL 11, 2024

Being asked to do more with less has turned the concept of digital customer success from a nice-to-have to a must-have. It’s no longer a fancy thing, years out on the roadmap, that only highly mature CS organizations are good at. Utilizing technology to automate is now a necessity of an effective customer success strategy.

Customer Success 52

Customer Success Customer Journeys B2B Customers 52

West Monroe

FEBRUARY 9, 2023

There’s no roadmap or policy to rely on, so it’s critical to seek outside expertise or help. Controls are then implemented as policy-as-code to ensure the right controls are in place, active, and compliant. Even the best engineers aren’t experienced with applying controls to emerging or modern technology.

Financial 40

Financial Banking How To Policies 40

West Monroe

FEBRUARY 9, 2023

There’s no roadmap or policy to rely on, so it’s critical to seek outside expertise or help. Controls are then implemented as policy-as-code to ensure the right controls are in place, active, and compliant. Even the best engineers aren’t experienced with applying controls to emerging or modern technology.

Financial 40

Financial Banking How To Policies 40

Circular Edge

DECEMBER 13, 2022

Instead of exploding your customer acquisition costs to acquire fickle buyers who delay purchase decisions and demand discounts, focus on those who are consistently the first to buy your latest offering, at premium price, and ready to tell you what they like and don’t like about it. Loyal customers drive profitability and sustainable growth.

Data 52

Data Competitive Advantage Multi-Channel Analytics 52

Pointillist

MAY 23, 2018

Prioritize the key CX opportunities identified in a high level customer journey map with leadership across organizational silos and use that as a starting point for creating a strategic roadmap for making changes. Looking two years down the road, they anticipate being in roughly the same place as they expected to be at today.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

SurveySparrow

AUGUST 28, 2023

Segmentation : Divide your customer base into segments based on common characteristics. 7 Data Security and Privacy Transparency: Clearly communicate your data security measures and privacy policies during onboarding. Surveys and Feedback: Leverage tools like SurveySparrow to gather insights directly from your audience.

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

SurveySensum

FEBRUARY 20, 2024

Because if you don’t know what your customers need and expect, then how would you be able to serve them better? And the best way to understand your customers is by gathering feedback straight from them. They offer round-the-clock customer service, ensuring that customers can reach out for assistance at any time.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Because if you don’t know what your customers need and expect, then how would you be able to serve them better? And the best way to understand your customers is by gathering feedback straight from them. They offer round-the-clock customer service, ensuring that customers can reach out for assistance at any time.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

delighted

JANUARY 14, 2020

You’ll be able to report to your internal stakeholders that you’ve been able to improve your NPS, and have also gained more customers who are willing to promote your business. Create a customer-centric culture where everyone is accountable for each detractor’s experience. But these experiences add up!

NPS 40

NPS Net Promoter Score Effort Score Feedback 40

BirdEye

MARCH 27, 2023

These could include unique products or services, a strong brand identity, or a loyal customer base. When you create a business plan, it acts as a roadmap that outlines your business goals, strategies, and objectives. This can include policies like general liability, property, and workers’ compensation insurance.

How To 10

How To Banking Insurance Social Media 10

SmartKarrot

JANUARY 11, 2023

Proactively identify and troubleshoot any issues that would result in low engagement or customer churn. Conduct historical reviews of account performance to identify and pursue expansion opportunities within the customer base. Deliver market-driven insights and use cases to inform the technology roadmap.

Customer Success 19

Customer Success Roadmap Customer Centricity Policies 19

SmartKarrot

FEBRUARY 8, 2022

Refine the customer journey, design listening points and define/refine the segmentation of the customer base to ensure highly efficient alignment of resources. Partner with cross-functional teams to ensure customer feedback is incorporated into the product roadmap.

Customer Success 19

Customer Success Roadmap Conference Measurement 19

SmartKarrot

FEBRUARY 21, 2022

Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom Organization: Coralogix As a Customer Success Manager, you will understand customers’ technical requirements and business goals to consistently deliver value.

Customer Success 19

Customer Success Case Study Roadmap Exercises 19

Kustomer

JANUARY 13, 2022

Some customers like SMS, which is I think, a great servicing channel as well. As well as WhatsApp, that’s something that’s on our roadmap for the near future. I mean, how do you prioritize over so many different real-time channels, complaints, a variety of customer base, and product and value? Good question.

Self Service 81

Self Service Omni-Channel Customers Social Media 81

BirdEye

MARCH 20, 2023

Content roadmap The strategy will serve as a blueprint for all content. Once you’ve successfully identified your target audience, you can group them into two categories: Valuable customers: Focus on your most valuable audience to start. Aspirational customers: This refers to the customer base you want to nurture next.

Social Media 52

Social Media Brand Values Strategy Brands 52

SurveySensum

JULY 14, 2020

She is also the Founder & President of Megan Germann Insights & Consulting, helping organizations uncover insights, creating a roadmap for success. . Emilia D’Anzica – Customer Success Evangelist, Author, Speaker, Customer Success Influencer. Lead CX Analytics and Insights Manager at CenturyLink.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132