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

TechSee

MARCH 2, 2023

An AI provider may be required to tailor their solution to your industry, use case, customer base, and internal processes. An experienced AI partner can provide a structured, well-thought-out onboarding, customization, and staffing strategy and help you develop your KPI objectives and ROI timelines. If so, how?

Self Service 109

Self Service Roadmap Resources Meeting 109

BirdEye

DECEMBER 28, 2024

Here is how you can streamline your efforts and improve your ROI from social media activities: Focus primarily on visual platforms like Instagram and Facebook for showcasing food photography and behind-the-scenes content. Implement multiple language support if your customer base is diverse.

Tips 97

Tips Social Media Chatbots System 97

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. What will CS Ops do? Size of expansion.

Marketing 105

Marketing ROI Leadership Analysis 105

Customer Bliss

MAY 5, 2015

Connect experience to ROI by showing a simple metric of the growth or loss of your customer base. Call lost customers and map their issues for defection across your customer life cycle. Show the incremental growth that would have occurred if you had not lost customers.

Customer Experience 100

Customer Experience Net Promoter Score Effort Score Roadmap 100

BirdEye

APRIL 11, 2023

The BCG Matrix organizes everything into: Low volume, low return on investment (ROI) Low volume, high ROI High volume, low ROI High volume, high ROI The BCG Matrix is also effective in evaluating your various marketing channels to determine which are the most effective and worthwhile.

Examples 98

Examples Strategy Analysis ROI 98

delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. Let’s get right into it — how customers perceive your brand can influence the success of your business more than ever before. Expected Customer Experience (CX) impact on loyalty. Building your own CX ROI model. Baseline ROI metrics: Customer experience by the numbers.

ROI 40

ROI Measurement Customer Experience Effort Score 40

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. I’m a bit of a Jack Welch fangirl!

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

ClearAction

DECEMBER 31, 2016

Adjust policies in customers’ favor. Scrutinize loyalty/retention and other efforts for win-win, mutual value and ROI — from the customer’s viewpoint. Why this will accelerate results: Customers want consistency. Voice of the Customer — resolve to drive action company-wide.

Customer Experience 81

Customer Experience Customer Journeys Roadmap Customers 81

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. Increased needs of ROI for the customers.

Customer Success 59

Customer Success Customer Experience Roadmap ROI 59

Gainsight

APRIL 5, 2022

Losing touch with the customer base is easy to do as products grow. Without consistently gauging user sentiment and behaviors, new products may fall out of step with your customers. That insight can fuel your product roadmap decisions and shed light on ROI. Users are forgotten. User expectation gaps emerge.

Company 52

Company Multi-Channel Roadmap Analytics 52

ChurnZero

FEBRUARY 26, 2021

Generally, the [CSM’s] sentiment is ‘I don’t want to ask my customers for another favor. To bridge that gap and drive goodwill across the organization, Sana recommends incentivizing CSMs for not only driving ROI for their book of business but also for other internal functions. Take the initiative to align on your product roadmap.

Customer Success 59

Customer Success Company Management Roadmap 59

Oracle

SEPTEMBER 19, 2018

Your Roadmap of the Future for Sales and Service. Learn about the vision for sales as Oracle moves beyond sales automation, unifies sales and service, and integrates with marketing to streamline operations and measure ROI. How do you build a loyal customer base? Fostering Lasting Loyalty Through Seamless Integration.

Sales 49

Sales Roadmap Loyalty Chatbots 49

Thematic

APRIL 17, 2024

Customer experience analytics enables you to tailor experiences and offerings to precisely match the preferences of your target audience, outshining competitors who are still making decisions in the dark. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Customer experience analytics enables you to tailor experiences and offerings to precisely match the preferences of your target audience, outshining competitors who are still making decisions in the dark. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Customer experience analytics enables you to tailor experiences and offerings to precisely match the preferences of your target audience, outshining competitors who are still making decisions in the dark. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

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

JUNE 11, 2021

Major Takeaways: Sales and Customer Success relationships can be filled with friction. But both teams should be working together to drive more revenue than attacking the customer base separately. Create alignment to generate more revenue for the organization, stronger partnerships, and provide a smoother customer experience.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

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? , Carol Borghesi. 8 Converting Customer Value , John A.

Management 69

Management Customer Experience Management ROI Financial 69

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

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. Relationship: Your customer engagement model. 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. Relationship: Your customer engagement model.

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. Relationship: Your customer engagement model.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

Gainsight

JULY 5, 2022

The return on investment (ROI) of CS is clearly seen and justifies bringing in CS operations to make it more seamless, prescriptive, and proactive. Every journey begins with a roadmap, and every business motion starts with a strategy. It is critical to measure CS because it indicates if your customer base is growing.

Roadmap 59

Roadmap Return on Investment Customer Journeys Customer Success 59

OpinionLab

MARCH 12, 2015

But if your approach is to merely review what people are saying on your site, you’ll most likely fall into one of the following mindsets: We don’t get enough feedback on the site to be representative of our customer base. If you’re not currently deploying a VOC technology, you should consider putting that on your roadmap for 2015.

Voice of Customer 68

Voice of Customer Multi-Channel Feedback Hotels 68

ChurnZero

JUNE 14, 2023

I believe this role is essential to maximizing efficiency, actionable customer insight, and the ROI of your CS platform. CS operations can also give you agility, or the ability to make small, well-informed moves quickly based on up-to-the-minute data from your customer base. While 83.1%

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

CustomerSuccessBox

JUNE 8, 2021

Conduct strategic Business Reviews(EBR and QBRs) to understand the customer lifecycle milestones, and also to communicate the value of the product and showcase product ROI. Interact with existing customers to identify pain points, prioritize business opportunities, and productize solutions to ensure customer success.

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

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

JUNE 1, 2023

Enabling high growth and retention Since the cost of retaining and expanding sales with existing customers is just a fraction of bringing new customers on board, retention is key to profitability. They had extensive data about their customer base and usage but weren’t leveraging it to investigate the cause of high turnover.

Return on Investment 52

Return on Investment Culture Roadmap Metrics 52

ChurnZero

DECEMBER 20, 2019

Leading CS practices are looking for ways to actualize the value proposition into their playbook and maturity model so there is an execution path and narrative for driving ROI and expansion. . . Companies apply the golden rule of business to customers and employees. . High-value outcomes with real ROIs will reign supreme. .

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

Gainsight

OCTOBER 27, 2022

We’ll dig into building out your roadmap and major milestones for the first year including identifying the need, getting buy-in, building and launching, and measuring success. This session and Q&A will cover a framework for customer success hiring in a highly competitive talent landscape. Customer-Led Growth .

Strategy 52

Strategy Customer Success Software Roadmap 52

ClientSuccess

APRIL 20, 2017

This led to delivering reports via CDs and eventually to the delivering via the Internet, which is what we now refer to as a SaaS or cloud-based model. His career has been mostly about growing and driving adoption and measuring ROI of his customers. He believes if you do this, customers will inevitably grow.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

Amity

NOVEMBER 4, 2016

Following up with the billing department to ensure that a customer’s invoice was truly corrected, following up with product development to see where on the roadmap a desperately needed feature enhancement was, following up with the training team to confirm that an additionally purchased training package was delivered.

Data 48

Data Travel Case Study Roadmap 48

Gainsight

AUGUST 31, 2020

They provide a real-time, web-based view of service data with respect to all trades, locations, and contractors. This allows facilities managers to drive significant brand equity and ROI for their organizations without outsourcing or investing in new infrastructure.

NPS 52

NPS Effort Score Survey Roadmap 52

SurveySensum

SEPTEMBER 11, 2023

Key metrics include: Net Promoter Score: NPS gauges customer loyalty by asking how likely customers are to recommend your product to others. Customer Satisfaction: CSAT measures the satisfaction level of customers based on their interactions with your product or support services. But why measure it?

Metrics 52

Metrics Effort Score Net Promoter Score Measurement 52

SurveySparrow

JANUARY 14, 2020

Your customers are your most valuable asset, especially if you are a small company. Growing your customer base will always be one of the most important objectives in every stand-up meeting. Businesses spend thousands of dollars on lead generation so that they can welcome new customers into their fold.

Customer Retention 52

Customer Retention Gamification Loyalty Programs Feedback 52

Currency Alliance

DECEMBER 4, 2023

To consider a loyalty topic to be a ‘trend’, it needs to be on the roadmap during 2024 for at least 25% of leading loyalty programs and on the radar for at least 50% of companies. If you can integrate customer-facing systems with your loyalty platform, your dynamic pricing can fluctuate with far greater precision in order to optimize ROI.

Loyalty 59

Loyalty Trends Data Marketing 59