InMoment XI

JANUARY 30, 2024

What Percentage of Your Total Customer Base Relies on You for Enterprise CX Programs? This holds true for customer experience , yet some major companies only dedicate a small percentage of their resources to CX expertise. How Often Will Those Resources Be Available to Us? Can We Review the 24-month Product Roadmap?

Customer Experience Management 221

Customer Experience Management Software Customer Experience Management 221

GetFeedback

DECEMBER 21, 2018

Ask for customer input through product satisfaction surveys and take that feedback to heart. Or maybe customers are asking for a service that’s already on the roadmap. You’ll quickly gain visibility around customer preferences, and you can use that to make future decisions around strategy.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Vonage

MARCH 26, 2018

It’s their job to represent the interests of both—make customers happy and uphold company policy—which is a hard role, to say the least. And despite the critical work they do, they’re often strapped for resources. But no company will see success without a frontline team that keeps its customers on track.

Roadmap 163

Roadmap eBook Course Policies 163

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 Why base them on data that will quickly become outdated?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

Experience Investigators by 360Connext

JULY 17, 2024

She was defeated, and realized she made a misstep in trying to get resources for a customer journey mapping initiative. The C-Suite heard her desire to understand customers better, but they couldn’t see HOW that exercise would benefit the company, exactly. And they thought – hey, we know our customers! They love us.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

InMoment XI

JANUARY 25, 2024

How InMoment Recommends Leveraging the Magic Quadrant in Your Evaluation Process In our opinion, the Gartner Magic Quadrant can be a valuable resource for buyers navigating the complex landscape of technology solutions. 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

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

AUGUST 25, 2023

The scale of your CX program should align with your organization’s resources, goals, and customer base. Conversely, an overly ambitious program can overwhelm your team and drain its resources. 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

Lumoa

JANUARY 27, 2023

Here are some areas to look at: Customer Complaints What complaints do staff commonly hear from customers? Are there any recurring customer complaints? Technology Do employees ever encounter issues using your company’s resources, tools, and platforms? Where do customers have the most positive experiences?

Customer Journeys 195

Customer Journeys Customer Experience Customer Service Touchpoint 195

Gainsight

MARCH 19, 2025

Chief Revenue Officers (CROs) who fail to leverage Customer Success (CS) as a revenue engine are potentially leaving millions on the table. Resources are reserved for tools and tactics proven to move the needle. Both teams working together can create a roadmap for how a small customer can grow over 6, 12, and 18 months.

Self Service 52

Self Service Strategy Roadmap Sales 52

Retently

MARCH 17, 2025

Improve self-service resources (e.g., Ticket Volume Breakdown Understanding where your tickets are coming from and what theyre about helps you spot problem areas quickly and allocate resources efficiently. Tracking where tickets are coming from helps allocate resources efficiently and identify channel-specific trends.

Report 90

Report How To Effort Score NPS 90

TechSee

MARCH 2, 2023

An AI provider may be required to tailor their solution to your industry, use case, customer base, and internal processes. What resources should I allocate to bring your AI solution into my service organization? Experienced providers will provide a blueprint and resources plan based on your objectives and requirements.

Self Service 109

Self Service Roadmap Resources Meeting 109

Thematic

MARCH 30, 2025

REALITY: Different customers have different goals, behaviors, and frustrations. Treating them the same leads to missed opportunities and inefficient resource use. A strong customer insights framework groups customers based on behavior, preferences, or lifecycle stage—and then delivers tailored experiences to each group.

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.”. Take one of our UK telecommunications customers, for example. Engagement That’s Scalable and Flexible.

Roadmap 52

Roadmap Self Service Chatbots Telecommunications 52

Talkdesk

DECEMBER 10, 2020

the investment, resources and change management) of executing this project. This assessment allows you to better understand your current state, identify which areas to improve and establish a CX strategy roadmap to reach your desired state. Think about the benefits (e.g.,

Contact Center 115

Contact Center How To Transportation Roadmap 115

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. Implement A/B testing.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

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. Comprehensive training programs for agents.

Contact Center 105

Contact Center Call Center Guidelines Roadmap 105

Education Services Group

APRIL 25, 2021

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. Much like a business plan, your CS team needs a roadmap to organize the complexity of building a robust CS practice. Human Capital Management.

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. This helps to keep your projects on track, your customers happy, and your business thriving.

Customer Success 79

Customer Success Tips eBook Roadmap 79

BirdEye

DECEMBER 28, 2024

Create guides to local attractions near your restaurant, making your restaurants site a valuable resource for both locals and tourists. Implement multiple language support if your customer base is diverse. Write blog posts about local food trends and seasonal specialties. Include area-specific keywords naturally in your content.

Tips 97

Tips Social Media Chatbots System 97

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. They will not however focus on ensuring those customers STOP calling.

Contact Center 142

Contact Center Tips Management Call Center 142

InMoment XI

DECEMBER 7, 2023

Regularly tracking and analyzing these metrics can guide your business as you look to make informed decisions that enhance customer satisfaction and loyalty. Promoters (score 9-10) are loyal, satisfied customers who will help fuel your business growth by buying and referring other customers to your business.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

Influitive

MAY 15, 2015

If you were to ask a group of community managers what keeps them up at night, you’d likely hear the same two or three concerns at the top the list: engagement , lack of resources and, of course, ROI. If you’ve already developed a resourced roadmap, you’re well on your way. Listen for silence.

ROI 61

ROI B2B Roadmap Metrics 61

Retently

JANUARY 19, 2023

Without product-market fit, attempting to scale the business too early can lead to failure and wasted resources. 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

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

ClearAction

DECEMBER 31, 2016

Doing things right the first time — horizontally across the company — prevents wasteful costs: re-work, delays, duplication of resources, disillusion and churn. Voice of the Customer — resolve to drive action company-wide. Let customers give you feedback how and when they want.

Customer Experience 81

Customer Experience Customer Journeys Roadmap Customers 81

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. Is the CS team able to support more revenue with less people or fewer resources? What are their strategic initiatives? Challenges?

Tips 89

Tips Net Promoter Score Metrics NPS 89

Alida

NOVEMBER 8, 2017

I was determined to change the vendor-customer relationship one company at a time—although it was quite the lofty goal. I’m incredibly grateful for the relationships I’ve built during my career with my customers based on the same ideals I witnessed in that workshop almost 20 years ago. have had the most impact on your career?

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

ChurnZero

JULY 2, 2020

But if you’re focused on bringing a customer value and building a relationship with them, then talking about renewal and money is a natural extension of that. So prospects who are just browsing through our portal see how we interact with our customers and react to their feature requests. There are variations in how that can work.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Effort Score Sports 98

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. You agree to more one-off product enhancements and take on more custom work. But SaaS companies can get majorly derailed when they deviate too far too often from their product roadmap. Ensure you spend enough on Customer Success.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Tips 97

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

CSM Magazine

SEPTEMBER 20, 2021

You can resolve more problems in less amount of time and build stronger relations with employees and customers. Foster a company culture where everyone works, keeping the result in mind – happy customers! Encourage every employee to be a valuable resource for the customers as well as the fellow workmates.

Examples 98

Examples Tips Self Service Social Media 98

BirdEye

APRIL 11, 2023

Often, there are many directives a business can follow to reach goals, but there are specific actions that are more likely to produce desired outcomes without draining financial resources. A cost-benefit analysis shows what resources and time are required to complete these specific actions. Why use a business strategy template?

Examples 98

Examples Strategy Analysis ROI 98

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

OCTOBER 5, 2022

The time to get serious about risk and renewal management is now—before customers start to slash budget. This will help you prioritize resources and find the right cadence to make sure customers who need attention receive it. You’ll want to lean on your customer health scorecards, if you have them.

Customer relationships 59

Customer relationships Roadmap Customer Success eBook 59

ChurnZero

APRIL 8, 2020

Put simply, customer advocacy is about providing a product or service of such a high standard that your customers want to spread the word about it. Understandably, advocates are at the core of your customer base—not just those repeat buyers, but those who rave about your product day in, day out.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81