Totango

NOVEMBER 21, 2024

In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. Welcome to the future of customer success with Unison. With targeted interventions, they significantly reduce churn.

Customer Success 62

Customer Success Chief Customer Officer Roadmap Sales 62

Lumoa

OCTOBER 12, 2020

Every customer-centric business strategy centers around putting the customer at the core of their business, and that means closing the customer feedback loop. While surveys like NPS, CSAT, CES , or market research can be helpful tools for understanding your customer base, they come with their own share of challenges.

Feedback 195

Feedback How To NPS Customer Centricity 195

Vonage

MARCH 26, 2018

Because companies typically view support as a cost center, not a revenue-driver like marketing or sales, their budgets are limited, giving them little room to grow. But no company will see success without a frontline team that keeps its customers on track. So how do you empower your customer support team?

Roadmap 163

Roadmap eBook Course Policies 163

AWS Machine Learning

AUGUST 26, 2024

At AWS, we are transforming our seller and customer journeys by using generative artificial intelligence (AI) across the sales lifecycle. Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales operations).

Sales 126

Sales Multi-Channel Metrics Feedback 126

Kayako

MARCH 9, 2017

“Product testing helps me to understand the process of the Engineering team in deciding the roadmap. Every support staff member thinks engineers work at their own convenience, and every engineer thinks support can’t explain things properly to customers. Combining technical knowledge with writing skills will be professional gold dust.

Self Service 178

Self Service Customer Service Roadmap Customers 178

InMoment XI

JANUARY 25, 2024

.” The vertical axis typically represents the vendor’s ability to execute, encompassing evaluation criteria such as product or service, sales execution/pricing, and overall viability. 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

Lumoa

JANUARY 27, 2023

A customer’s experience (CX) is an essential part of every transaction and can affect brand loyalty and sales. A customer experience audit evaluates the customer’s experience while engaging with a business or a brand. Any time a customer reaches out to your brand, it is a touchpoint as well Point of sale.

Customer Journeys 195

Customer Journeys Customer Experience Customer Service Touchpoint 195

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

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

Thematic

MARCH 30, 2025

A strong customer insights framework groups customers based on behavior, preferences, or lifecycle stage—and then delivers tailored experiences to each group. In the case of LendingTree , the company analyzed over 20,000 customer comments in just 90 days using Thematic.

Customer Insights 62

Customer Insights Data Analytics How To 62

GetFeedback

MAY 4, 2018

Sometimes, this method leads to unnecessary or unwanted changes due to the lack of communication between the user base and the upper-level executives. Rather than working off assumptions, talk to your support agents, your sales reps, and anyone else who has first-hand experience with customers. Host focus groups.

Strategy 170

Strategy How To Net Promoter Score Customer Centricity 170

Retently

MARCH 17, 2025

hours due to high ticket volume after Black Friday sales. Final Thoughts: Turning Data into Action A Performance Matrix isnt just about tracking numbers but making data-driven decisions that improve customer experience and help support teams succeed. more shipping issues during holiday sales). Spot seasonal patterns (e.g.,

Report 90

Report How To Effort Score NPS 90

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

GetFeedback

JUNE 3, 2019

So, while it’s great to hear what customers are saying and feeling for reasons outside of financial benefit, keeping your customers in the loop can generate additional revenue outside of your traditional sales cycle. Building something that has little interest from your customers is a waste of time and effort, for the most part.

Customer Satisfaction 170

Customer Satisfaction Survey Trends Effort Score 170

InMoment XI

AUGUST 25, 2023

The scale of your CX program should align with your organization’s resources, goals, and customer base. InMoment believes that sharing your wins, whether that is increased sales, increased customer acquisition , or increased net promoter score , is the last step in how you prove the ROI of customer experience in your organization.

How To 195

How To ROI Net Promoter Score Measurement 195

Thematic

MARCH 20, 2025

Build better products by prioritizing features customers actually want. List where you already collect customer feedback (e.g., surveys, reviews, social media, support tickets, sales data). Consider adding in-app feedback, customer interviews, or sentiment analysis tools. Just look at Atom Bank. Centralize your data.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

InMoment XI

OCTOBER 10, 2023

Whether it’s sales growth, revenue, or employee performance, KPIs give stakeholders a bird’s eye view of where the company stands. The beauty of customer service metrics lies in their specificity. While KPIs might indicate that a business is thriving, customer service metrics could reveal areas of concern.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Gainsight

DECEMBER 19, 2023

Creating Common Points Along Your Customer Journey Maps At the core of Comeet’s customer growth strategy is a unique approach to how they map out their customer journey. Realized Value and Future Roadmap The tangible benefits of Comeet’s revamped customer journey are evident.

Customer Journeys 97

Customer Journeys Roadmap Comparison Exercises 97

Ecrion

FEBRUARY 20, 2020

Tracking, recording, and examining customer behavior provides valuable insight into how clients are interacting (or not interacting) with your brand. Creating a customer journey map helps you visualize the customer experience and make changes that increase sales and positive interactions. What is a Customer Journey Map?

Customer Journeys 103

Customer Journeys How To Touchpoint Roadmap 103

Oracle

SEPTEMBER 19, 2018

Here are 5 of the upcoming, must-see sales-focused sessions. You can also view the full sales session catalog here. General Session: The Latest CX Innovations for Sales. What does the future hold for sales professionals? Your Roadmap of the Future for Sales and Service. Visit the registration page.

Sales 49

Sales Roadmap Loyalty Chatbots 49

GetFeedback

JULY 29, 2019

Instead, use existing processes such as product standups, defect tracking, roadmap planning, or market assessment meetings to notify stakeholders about relevant feedback. If you have your data inside a CRM tool, you can split the data by any metadata you collect on your customers.

Survey 150

Survey Feedback How To Net Promoter Score 150

Gainsight

NOVEMBER 9, 2022

Keep the Customer in CS: Develop organization-wide strategies for acquiring customers, managing them, and driving them to verifiable success again and again. Go on offense : Promote greater collaboration between your sales and success teams to unlock the expansion potential of your install base. . That’s all content.”

Self Service 19

Self Service Roadmap Customer Success Knowledge Base 19

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

Education Services Group

MAY 28, 2021

One way to help this process go smoothly is for sales and CS to work together during the handoff between pre-sales and post-sales. This transition is really key to getting all the pieces to fit perfectly together in a picture of blissful customer satisfaction. Working side-by-side with sales.

Customer Success 98

Customer Success Sales Customers Roadmap 98

ChurnZero

DECEMBER 21, 2023

Designing a successful post-sale strategy requires choices, says CXology’s Tim Conder. Without making those choices upfront, you’ll find it hard to create a good customer experience and scale it, and you’ll easily fall into the chaotic trap of “doing what it takes”. Here’s the webinar in full. But we can’t do it all.

Sales 52

Sales Customer Success Tourism Roadmap 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. Scaling with Systems.

Customer Success 91

Customer Success Customer Journeys Roadmap Return on Investment 91

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. What Are B2B Customer Journey Touchpoints? B2B customer journey touchpoints are occasions when business customers interact with a brand. Tech support.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122

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

PeopleMetrics

FEBRUARY 26, 2018

the folks they've endeared themselves to since the start of the sales pursuit. "We That's great, but the fact is that end-users are your customers too. Having NPS feedback influence your roadmap and communicating with your clients how you inject end-user feedback into your product investment themes will be met with great enthusiasm.

NPS 96

NPS Net Promoter Score Company Roadmap 96

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

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

delighted

MAY 25, 2021

The key to building product roadmaps is through customer listening. As Delighted experts, we knew we had to practice what we preach and continuously gather real-time feedback from you, the customer, on what you wanted next for an integration refresh. Configure custom triggers.

Survey 87

Survey Roadmap Tips Customer Relationship Management 87

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. It helps that Sales and Marketing figured this out long ago.

Marketing 105

Marketing ROI Leadership Analysis 105

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. Social media.

Effort Score 135

Effort Score Net Promoter Score Customer Satisfaction Social Media 135

Wootric CX Blog

APRIL 7, 2020

His next step was to work with the Product department to create a “Client Care” roadmap to ensure that at least 10% of the work involved with each product release would be devoted to resolving specific customer issues (ie. making use of their “good ideas” – but only those that apply broadly to the customer base).

Customer Success 72

Customer Success Roadmap Customer Retention Feedback 72

Retently

MARCH 10, 2022

If you set the right pace, opt for straightforward communication and are proactive in your attempts to convert simple features into business benefits, it will definitely add up to your long-term customer base. . Weak relationship building accounts for 16% of the average customer churn.

Self Service 147

Self Service Poor Customer Service e-support Customer Success 147

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