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

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. Think of it like a project plan.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Experience Investigators by 360Connext

DECEMBER 1, 2020

She was defeated, and realized she made a misstep in trying to get resources for a journey mapping initiative. The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly. Product roadmaps. Customer feedback dashboards. They love us.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

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

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

West Monroe

SEPTEMBER 23, 2024

Resource requirements needed to support decarbonization: The rapid acceleration of decarbonization has created a bottleneck around the resources needed to make that transition. Supply chain emissions data can be sold and used as a benchmarking resource for sustainability product vendors and ESG investors.

Transportation 52

Transportation Roadmap Policies Guidelines 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

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

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

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

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

BirdEye

JULY 15, 2024

Educational guides and playbooks: Gain access to educational resources, such as playbooks and how-to guides, which will support your learning and enable you to put your newfound knowledge into action. This frees up valuable resources for businesses to focus on higher-level strategies.

Social Media 59

Social Media Conference Automotive Competitive Advantage 59

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

West Monroe

AUGUST 13, 2024

The result is a better customer and member experience, operational efficiencies, and the ability to bring products to market quickly. Increased agility and adaptability: Cloud-native architectures allow banks to scale resources up or down based on demand and quickly adapt to market changes.

Banking 52

Banking Financial Analytics System 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

Call Experts

APRIL 8, 2024

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 52

Contact Center Call Center Guidelines Roadmap 52

Gainsight

DECEMBER 21, 2023

But when you’re an early-stage company, proactive management is difficult without the right resources and tooling. Early-stage companies have started to create a decent customer base. However, they’re constantly iterating—the product roadmap is in flux, and the customer base is in flux.

Customer Success 52

Customer Success Company How To Effort Score 52

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

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

Gainsight

AUGUST 10, 2023

Early on, strategies like adoption check-ins and quarterly business reviews can play a vital role in helping customers achieve success and boost retention rates. However, as businesses grow, and the customer base expands, the art of custom craftsmanship must evolve to extend across the masses.

Self Service 52

Self Service Touchpoint Roadmap Customer Journeys 52

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 86

Tips Net Promoter Score Metrics NPS 86

Retently

JULY 8, 2024

It’s like keeping the pulse of your customer base at all times. Period-Based Surveys : Instead of always-on surveys, this approach collects NPS data at specific intervals, giving a snapshot of customer sentiment at set points in time. It’s important to balance the frequency of surveys to avoid wearing out your customers.

Touchpoint 78

Touchpoint NPS Survey Strategy 78

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 Effort Score 195

CustomerSuccessBox

FEBRUARY 23, 2022

A plan that lacks a fundamental strategy or fails to produce outcomes is a complete waste of time and resources. The plan should include the capabilities that your company will need to start or streamline its customer success unit. Optimize your customer success plan first. Optimize the roadmap to ensure client satisfaction.

Customer Success 52

Customer Success Customer Journeys Roadmap Strategy 52

Support EXP

FEBRUARY 8, 2024

Specifically, they are bracing themselves against the headwinds threatening the growth of both their customer base and their bottom line. Advanced technologies (you may have heard of something called AI) promise much in terms of capturing behavioral and transactional information about your customers.

Data 52

Data Trends Competitive Advantage Financial 52

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

SurveyGizmo

DECEMBER 21, 2022

Past behaviors and mobile customer engagement history You don’t want to reach out to first-time customers and dedicated loyalty-club member s in the same way. Customer sentiment analysis gives you insight for your mobile marketing and product strategy, helping your dollars stretch further and your ROI increase.

Customer Engagement 52

Customer Engagement Feedback Engagement How To 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

Gainsight

OCTOBER 11, 2022

“CSM requires increasingly large teams and cross-functional participation to help customers realize value. Point solutions or manual tracking methods become cumbersome and error-prone and do not enable uniform support for customer success across a growing customer base, multiple regions, and an expanding product portfolio.”.

Customer Success 52

Customer Success Marketing Management Roadmap 52

ChurnZero

DECEMBER 21, 2023

However, the process never stops, so when there’s a customer need that you don’t get to the first time around, come back around and prioritize it the second time. Maybe, just as our product teams create a roadmap of future product features, we should have a similar roadmap of improvements to our customer experience.

Sales 52

Sales Customer Success Tourism Roadmap 52

West Monroe

JUNE 1, 2023

Where new CPO priorities are shifting In today’s resource-constrained moment, CPOs will need to have greater financial fluency, meet key data-driven metrics, and collaborate with other C-suite leaders to drive strategic growth. CPOs are well-positioned to be more strategic players in this evolving landscape.

Return on Investment 52

Return on Investment Culture Metrics Roadmap 52

Gainsight

SEPTEMBER 28, 2022

Simplicity should impact: How you innovate: As your company and customer base matures, it can be appealing to plot every little feature request onto your product roadmap (especially the ones coming from your largest, highest-paying customers). Have clarity and reasoning behind your roadmap.

How To 52

How To Roadmap NPS Fashion 52

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 59

Customer Journeys Customer Success Touchpoint Financial 59

Education Services Group

JUNE 20, 2023

There are three main facets of this critical phase, and CSMs play an essential role in ensuring customers realize value as they engage with your solution over the course of their contract. New growth models evolved , and Customer Success was born out of the need to cultivate and expand relationships with current customers.

Customer Journeys 52

Customer Journeys Self Service Touchpoint Customer Success 52

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

ChurnZero

FEBRUARY 26, 2021

Once feedback is organized into themes, appoint a CSM to represent the voice of the customer and present the requests to the Product team on a monthly or quarterly basis. “If Give Product greater exposure to customer experiences. Take the initiative to align on your product roadmap. Want to join our next virtual RYG live?

Customer Success 59

Customer Success Company Management Roadmap 59

West Monroe

FEBRUARY 19, 2024

There is an acceleration of interconnections of distributed energy resources (DERs) and large-scale renewables, a generation of utility experts are retiring, and the pandemic shifted a largely in-person workforce to a hybrid one. Building a flexible resourcing model: Product demands can shift quickly, and it’s important to adapt.

Self Service 52

Self Service Innovation Financial Roadmap 52