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

JANUARY 2, 2023

Measuring customer experience (CX) requires a layered approach that can include in-depth user interviews and gathering data at key points of contact, as well as tracking metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). Customers who are promoters score 9 or 10.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Totango

FEBRUARY 28, 2024

Together, we embark on a mission to ensure the longevity of businesses by investing in their most valuable asset: customers. Our founder literally wrote the book on customer success, and our software is trusted by some of the largest customer success teams globally. Your current contract and agreement will be honored.

Company 111

Company Roadmap Sales Customer Success 111

Amity

MAY 4, 2016

SaaS Tattler Issue 83 - Tools to Support Your Growing Customer Base. Yes, we recognize that some companies are a bit premature for a Customer Success Platform. However, that shouldn’t stop them from making their customers successful. Tools of the trade: Apps for customer success. VividCortex - Received $4.5M

Customer Base 48

Customer Base Tools Effort Score Roadmap 48

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. Smart businesses use tools like thematic analysis software to pinpoint friction points, understand intent, and uncover hidden patterns across the journey.

Customer Insights 62

Customer Insights Data Analytics How To 62

Gainsight

APRIL 11, 2025

A culture of belonging that fosters a sense of ownership among the customer base. Communities work best when they become specialized settings that are transparent, secure, and productive for customers. The post How to Build and Sustain Vibrant Customer Communities appeared first on Gainsight Software.

How To 52

How To Gamification Effort Score eBook 52

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

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

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

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 20, 2025

Build better products by prioritizing features customers actually want. Consider adding in-app feedback, customer interviews, or sentiment analysis tools. Use tools like thematic analysis software to combine insights from multiple channels into one unified view. Just look at Atom Bank. Are there missing insights?

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

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

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

TechSee

MARCH 2, 2023

An AI provider may be required to tailor their solution to your industry, use case, customer base, and internal processes. Others require customized data gathering and labeling. Data gathering may involve employee time and possible investment in additional software and hardware infrastructure. If so, how?

Self Service 109

Self Service Roadmap Resources Meeting 109

Helpt

NOVEMBER 7, 2023

Software has revolutionized our world, becoming as crucial to our daily lives as the very air we breathe. With its unparalleled ability to empower creation, organization, communication, and analysis, software has forged paths into uncharted territories of human achievement.

Software 52

Software Customer Satisfaction Loyalty Feedback 52

ProProfs Chat

APRIL 12, 2019

A loyal customer base is the cornerstone for any successful business. More so for Software-as-a-Service (SaaS) companies since acquiring new customers on a B2B level is much more difficult. This makes customer retention a necessity for SaaS-based companies. Here’s how: Identify and Resolve Customer Issues.

Net Promoter Score 80

Net Promoter Score Customer Retention Company NPS 80

TeamSupport

SEPTEMBER 28, 2018

New software versions are being pushed live, with innovative features rolling out the door on a regular basis. But, with all these changes, problems can and will arise that require the attention of your customer team. The longer a SaaS company retains a customer, the easier it is to maximize their revenue from the relationship.

Customer Success 80

Customer Success Company Roadmap Communication 80

Gainsight

NOVEMBER 9, 2022

Go on offense : Promote greater collaboration between your sales and success teams to unlock the expansion potential of your install base. . Scale through digital : Digital-led CS should no longer be viewed as a segmentation strategy but instead to target your entire customer base with a digital-led program.

Self Service 19

Self Service Roadmap Customer Success Knowledge Base 19

BirdEye

MAY 30, 2023

Benchmarking software, however, can give you a leg up by compiling a competitor’s online information from review sites , forums, blogs, and other channels. With that analysis, you’ll be able to see things like what’s driving customers when they make their purchases or how your company’s brand awareness stacks up against the rest.

Social Media 98

Social Media Analysis Metrics Advertising 98

Alida

NOVEMBER 8, 2017

In our Q&A below, Kelly discusses how companies can build common goals to achieve customer centricity, when she realized that passion and empathy were equally important for leadership and how business leader Jack Welch inspires her. Why is it important to have customers at the heart of decision-making at a strategic level?

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Gainsight

AUGUST 17, 2022

Mehta reminded everyone in the room and streaming at home that whether we are collaborating on product roadmaps, helping our customers reach their goals, or supporting our communities, we are always more successful when we approach these projects together. The post Together, we are unstoppable!

Chief Customer Officer 97

Chief Customer Officer Roadmap Metrics Strategy 97

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.

Contact Center 105

Contact Center Call Center Guidelines Roadmap 105

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. The same is true for CSMs.

Marketing 105

Marketing ROI Leadership Analysis 105

Wootric CX Blog

NOVEMBER 4, 2020

Measuring customer experience (CX) requires a layered approach that can include in-depth user interviews and gathering data at key points of contact, as well as tracking metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). Customers who are promoters score 9 or 10.

NPS 122

NPS Net Promoter Score Metrics Effort Score 122

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

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

Gainsight

AUGUST 4, 2022

Here’s how you can create a data-driven product experience that improves the customer experience: 1. Build a data-driven roadmap based on customers’ behavior. Determining your product roadmap requires balancing the needs of several, often conflicting, stakeholders. It’s impossible to make everyone happy.

Customer Experience 64

Customer Experience Roadmap Self Service Social Media 64

Thematic

JULY 11, 2022

We'll briefly cover some manual approaches, and take a deeper look at thematic analysis software. CAQDAS solutions for coding CAQDAS stands for Computer Assisted Qualitative Data Analysis Software. Instead of creating codes with pen and paper, you upload your data and create codes directly within the CAQDAS software.

Analysis 77

Analysis Roadmap Banking NPS 77

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. For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. Onboarding.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122

ClearAction

DECEMBER 31, 2016

Segment customers by what they’re trying to get done. Study representatives of each segment to understand what they combine your offering with: people, processes, hardware, software. Create internal and external communications, tools and processes to make things easy for each customer segment.

Customer Experience 81

Customer Experience Customer Journeys Roadmap Customers 81

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. . Create engaging how-to video s and build a comprehensive knowledge base. Simplify tasks with walkthrough guides.

Self Service 147

Self Service Poor Customer Service e-support Customer Success 147

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. AI-powered feedback platforms can detect emerging issues by analyzing changes in customer sentiment over time.

Feedback 62

Feedback Social Media Analysis Survey 62

Gainsight

FEBRUARY 4, 2021

But software leaders have increasingly recognized the importance of a new metric unique to the SaaS world, Net Dollar Retention (NDR). As a reminder, NDR looks at your existing customers at the beginning of a period (e.g., As a reminder, NDR looks at your existing customers at the beginning of a period (e.g.,

Tips 72

Tips Metrics Software B2C 72

ChurnZero

JANUARY 8, 2021

As we continue to grow as a company, I’m confident that Staci’s leadership will accelerate our customer strategies, success, and retention, ensuring every customer voice is heard, feels supported, and sees maximum value in our Khoros software and services.”. Jason Baldree, (First) Chief Customer Officer, Alida.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

CSM Magazine

SEPTEMBER 20, 2021

Leverage Customer Support Software. This is one of the most reliable and relevant customer support tips in the current times when the competition is cut-throat, and industry disruptions are rampant. Listen to Your Customers, Understand Them, and Then Speak. Everyone likes a surprise now and then.

Examples 98

Examples Tips Self Service Social Media 98

Help Scout

APRIL 27, 2021

Combine all of the measured inputs that you have around customer experience , along with the qualitative understanding that you have from customer-facing teams, and you’re on the right track. Using a dashboarding software like Domo or Looker makes it easy to collate and visualize all of the information in one place.

Effort Score 135

Effort Score Net Promoter Score Customer Satisfaction Social Media 135

Gainsight

OCTOBER 5, 2022

You’ll probably find that many portions of your customer base don’t actually require or even desire high touch customer success engagements, and a few digital touches like email or in-product messages can actually go a long way. Scaling through digital can keep relationships alive (light touch is better than no touch).

Customer relationships 59

Customer relationships Roadmap Customer Success eBook 59