Retently

MARCH 11, 2025

This means constantly evaluating new tools, exploring ways to increase retention, and building long-term CX roadmaps that align with the companys growth strategy. Step 1: Evaluating Customer Support Tools Not all customer support tools are created equal. Whats included in a CX roadmap?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

InMoment XI

JANUARY 30, 2024

For example, if you are looking for an example of how a customer experience platform helped a large organization put loads of data into one place, look no further than Foot Locker. What Percentage of Your Total Customer Base Relies on You for Enterprise CX Programs? Can We Review the 24-month Product Roadmap?

Customer Experience Management 221

Customer Experience Management Software Customer Experience Management 221

InMoment XI

JANUARY 25, 2024

.”* Based on InMoment’s experience, the Gartner Magic Quadrant is a research methodology and visualization tool that can provide a graphical representation of a market’s direction, maturity, and participants developed by the research and advisory firm Gartner, Inc. How does a Gartner Magic Quadrant work? “A

Strategy 195

Strategy Roadmap Innovation Technology 195

Experience Investigators by 360Connext

DECEMBER 1, 2020

The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly. They wanted to know why they needed a customer journey map, when they already had: Process maps. Product roadmaps. Customer feedback dashboards. They love us. No worries here.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

Totango

OCTOBER 30, 2024

Partner with sales and CS to include customer outcomes and desires as part of qualification and closing, to ensure a smooth handoff that enables great onboarding. Partner with product to understand how customer usage tracks to valued outcomes and how customer needs impact roadmap decisions and commercialization strategy.

Roadmap 62

Roadmap Sales Measurement Tips 62

Comm100

APRIL 23, 2019

According to Customer Contact Week Digital’s latest Disruptive Technology Review , 96% of organizations agree that creating smooth omnichannel experiences is a priority, but only 20% of them are getting live chat right. There’s so much more to live chat than just reactive, customer-initiated conversations.

Customer Experience 170

Customer Experience Roadmap Omni-Channel Video 170

Experience Investigators by 360Connext

JULY 17, 2024

The C-Suite heard her desire to understand customers better, but they couldn’t see HOW that exercise would benefit the company, exactly. They were proud of themselves for reviewing customer feedback dashboards and leaning into the idea of providing a world-class experience for customers. They love us. No worries here.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

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

Thematic

MARCH 22, 2022

For digital products, you’ll focus on whether your idea is buildable: is the technology currently available to make it a reality? This type of market research doesn’t have to cost a lot, and you’ll still be able to collect important information on customer needs that can help you create a great product.

Roadmap 62

Roadmap Analytics Feedback Analysis 62

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

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. Source: CrunchBase ).

Customer Base 48

Customer Base Tools Effort Score Roadmap 48

Totango

FEBRUARY 12, 2025

A unified vision to reflect our unified company The merger with Catalyst and the acquisition of Parative AI in 2024 gave Totango a fresh perspective on the evolution of customer success and the pivotal role AI plays in helping enterprise teams uncover and act on customer intelligence to fuel growth. Value is success is revenue.

Brands 62

Brands Customer Success Roadmap Innovation 62

InMoment XI

JANUARY 2, 2023

CX managers first determine what a positive customer experience entails for their target clients, theorize and implement changes they believe will have the most impact, and use results to optimize each customer interaction. With new technology and social media, we have more ways than ever before of interacting with our customers.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

GetFeedback

MAY 4, 2018

The more we automate business processes, the more we lose sight of our customers. Though technology has undoubtedly made our jobs easier and improved the overall customer experience , it’s also distanced us from the people we serve. Get their take before you develop new features and plan the product roadmap.

Strategy 170

Strategy How To Net Promoter Score Customer Centricity 170

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

TechSee

MARCH 2, 2023

Can you customize the AI technology to meet the specific needs of our business and industry? An AI provider may be required to tailor their solution to your industry, use case, customer base, and internal processes. How will your solutions’ roadmap help me deliver continued innovation and impact? If so, how?

Self Service 109

Self Service Roadmap Resources Meeting 109

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

West Monroe

JULY 21, 2024

There’s no question that Generative AI (GenAI) is a game-changing technology. As business and technology leaders, we must ask ourselves: What’s the game we’re playing, and what’s our strategy to win? We protect value primarily through reducing risk, retaining our current customer base, and maintaining margin.

Government 52

Government Technology Guidelines ROI 52

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. When customer behavior shifts, such as changes in NPS, CSAT, or churn rates.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

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

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. When customer feedback becomes the foundation of your product roadmap, every update starts to hit closer to home.

Customer Insights 62

Customer Insights Data Analytics How To 62

Talkdesk

DECEMBER 10, 2020

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.

Contact Center 115

Contact Center How To Transportation Roadmap 115

Comm100

APRIL 23, 2019

According to Customer Contact Week Digital’s latest Disruptive Technology Review , 96% of organizations agree that creating smooth omnichannel experiences is a priority, but only 20% of them are getting live chat right. There’s so much more to live chat than just reactive, customer-initiated conversations.

Customer Experience 100

Customer Experience Roadmap Omni-Channel Video 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

Ecrion

FEBRUARY 20, 2020

Ask yourself why you’re creating a roadmap and what you hope to learn from it. This information is then used to create a visual diagram of the customer journey – also known as the map. Tap Into Current Customers. The best way to gain insight into the customer journey is to survey current customers.

Customer Journeys 103

Customer Journeys How To Touchpoint Roadmap 103

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. Register today.

Customer Journeys 97

Customer Journeys Customer Success Touchpoint Financial 97

Wootric CX Blog

APRIL 7, 2020

Pro Tip: It can be helpful to have one person dedicated to the technology, analytics and processes that support your team of CSMs. Learn whether your team should designate a Customer Success Operations Manager. 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

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

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. In these instances, teams are often separated by location, training or technology.

Contact Center 164

Contact Center Tips Management Call Center 164

Oracle

JUNE 22, 2018

Having a great customer experience (CX) isn’t just for big brands. When a small- or medium-sized business (SMB) creates a CX roadmap, they differentiate themselves from the competition and win customer loyalty. Building on connected data and technology. Serving a niche customer base.

Fashion 71

Fashion Ecommerce Social Media Roadmap 71

Wootric CX Blog

NOVEMBER 4, 2020

Welcome to the “Age of the Customer.” Increased competition in nearly every market is leading businesses of all types to search for ways to attract and retain their ideal customers. Through technology, customers have unprecedented access to information about products and services. What is Customer Effort Score?

NPS 122

NPS Net Promoter Score Metrics Effort Score 122

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. Then, we’ll consider why B2B touchpoints are useful for customer success teams and why mapping them out is such a powerful strategy.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122

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. It’s about the customer’s outcome.” Challenging economic times really put pressure on teams to retain revenue.

Tips 89

Tips Net Promoter Score Metrics NPS 89

SuiteCX

JANUARY 19, 2015

©2014 suitecx – ConfidenDal Internal company communica2ons hopelessly broken; 70 SharePoint Sites with no overall management/ governance Formal diagnos2c process included reviews of people, process, technology and data across mul2ple divisions Improved employee sa2sfac2on; stronger focus on cri2cal informa2on and processes 6.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

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

ChurnZero

JANUARY 8, 2021

Staci Satterwhite, Chief Customer Officer, Khoros. Staci brings over 25 years of technology experience to Khoros, including leadership roles at top services and sales companies like Microsoft, Vignette, HEALTHCAREfirst, and Dell. Charlie Harvey, Vice President of International Customer Success, Zappi.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

Optimove

OCTOBER 21, 2021

Because you don’t want your competition to have this advantage over you, we present you with a list of smart marketers’ questions and what they look for when evaluating marketing technology vendors. Follow these steps closely so that other brands won’t blindside you with their superior technology.

Brands 59

Brands Self Service Roadmap Competitive Advantage 59