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2022 Product Roadmap

Totango

In 2022, we’re upping our game on customer engagement, creating more team collaboration experiences, connecting Totango to more of the tools you use everyday, and supporting your organizational changes and evolution. Look for these exciting features and more in 2022: Campaign engagement reporting.

Roadmap 98
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Your 2022 Customer Experience Plan: Strategies, Videos, & Resources

Experience Investigators by 360Connext

You also included less structured measurements, like what customers were telling you in user reviews. You asked your frontline teams, like customer service agents and customer success managers, about what they were hearing directly from customers. They also bring CX priorities back to their teams.

Resources 369
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10 Ways to Improve your Customer Success Strategy

Kayako

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. As you grow and as your customers mature, so too should your segmentation. If you focus on the positive engagements, the positive is more likely to occur.

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The Customer Success Maturity Model Part 3: “Transform” Capabilities (Optimizing CS)

Education Services Group

In the third installment of our three-part series on the ESG Customer Success Maturity Model, I’ll share the characteristics it takes to Transform your CS organization into a proactive, predictive powerhouse (look at that alliteration!) of customer happiness and retention. The ESG Customer Success Maturity Model is not linear.

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Customer Success Plans That Rock!

Education Services Group

Let’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? Well, let’s just say it’s the wind beneath your customer’s wings. It’s the recipe for their success. My amazing metaphors aside, Customer Success Plans are essentially the “what” and “how” of delivering on your CS strategy.

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A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

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ChurnZero’s 10 Customer Success Leaders to Watch in 2021

ChurnZero

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.