GetFeedback

DECEMBER 21, 2018

If you’re wondering how to measure your success there, remember that 80% of customer service organizations use customer satisfaction (CSAT) scores as their primary customer experience metric. Though CSAT only reflects a slice of the greater customer journey , it’s a good start.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

eglobalis

OCTOBER 9, 2024

The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined. Likewise, if the feature is accepted but will take time, setting clear expectations helps maintain strong customer relationships.

Feedback 511

Feedback ROI Innovation B2B 511

Lumoa

FEBRUARY 9, 2023

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. Wondering which metric to choose?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. Customer Satisfaction (CSAT): Measures customer satisfaction with the service provided.

Contact Center 130

Contact Center Management Strategy Call Center 130

Optimove

NOVEMBER 26, 2024

This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. This phased transition ensures that new channels are incorporated strategically, avoiding overwhelming customers or diluting the brand message. What Metrics Should Marketers Track to Evaluate Success?

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

Retently

NOVEMBER 27, 2024

Building Customer Loyalty for Retention 6. Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 That’s a lot of shopping carts, checkouts, and happy customers! It’s like a roadmap that shows where things are working – and where they’re not.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

InMoment XI

SEPTEMBER 3, 2024

Earn a Higher Share of Wallet Conversation analytics can help businesses earn a higher share of wallet by providing insights into customer satisfaction and loyalty. By analyzing customer interactions, businesses can identify opportunities to upsell, cross-sell, and provide personalized recommendations.

Analytics 195

Analytics Data Social Media Average Handle Time 195

Experience Investigators by 360Connext

OCTOBER 17, 2023

However, many CX professionals struggle to convince their executive leadership to prioritize and take action toward becoming a truly customer-centric organization. I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees!

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

ChurnZero

MARCH 7, 2025

For B2B SaaS companies, a strong community is a key component to building great customer relationships. And, with automation and scaled customer success becoming more common in SaaS , a community is a great way to provide customers who may not have a CSM with the resources necessary to succeed.

How To 52

How To Roadmap Self Service Gamification 52

Thematic

MARCH 30, 2025

The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. Involve your product team or your customer experience team! Start improving your customer journey, and keep your customers posted on what's new! What would help them?

Feedback 62

Feedback Roadmap Effort Score NPS 62

Kayako

OCTOBER 16, 2017

They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating machine, and left the support department sitting around feeling like a reactive cost center. Maybe that’s down to the leaders of success teams wanting to gather all the valuable pieces of the customer relationship as theirs?

Customer Success 186

Customer Success NPS Roadmap Customer Satisfaction 186

InMoment XI

APRIL 9, 2025

This automatic categorization routes and organizes interaction data, thus handling routine tasks and freeing up time for agents to build strong customer relationships. For example, if your SaaS company detects increased mentions of AI-powered automation in customer queries and competitor mentions, you can move ahead of the pack.

Trends 195

Trends Sales Analysis First Call Resolution 195

InMoment XI

OCTOBER 3, 2024

Customer retention is your organization’s ability to keep your existing customers coming back to you over a set period. This is a key indicator of your organization’s customer loyalty and success in building lasting customer relationships. Why is Customer Retention Important?

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

InMoment XI

OCTOBER 9, 2024

Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition. Why is Collecting Customer Feedback Important? Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention.

Feedback 195

Feedback How To Social Media B2C 195

ECXO

MAY 11, 2023

This understanding will help you identify gaps and opportunities for improvement and develop a roadmap for transformation. The model is a framework that helps companies evaluate their current state of customer experience management and identify areas for improvement. Where should you do next?

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

Lumoa

AUGUST 23, 2021

The acquired data strengthens teams by encouraging disciplined thinking and focusing efforts with clearly defined goals or metrics for customer retention. Recently, there are more options than ever to interact with companies, resulting in customers who crave fast, efficient, and personalized customer experiences.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Customer Bliss

AUGUST 3, 2018

Applying science to customer service and experience can help you yield a huge impact on profitability. Unfortunately, in some places, there’s still a lack of trust in the metrics and cost-benefit analysis that experience officers are putting against investments they’re proposing to the C-Suite.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

GetFeedback

FEBRUARY 15, 2019

After customers respond, you can calculate your NPS score: the quantifiable measure of how your customers feel about you. This score can then be used as a baseline for customer sentiment. Putting a metric to customer happiness helps you focus your efforts on moving the needle. Audiences appreciate personalization.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

Customer Bliss

JULY 26, 2018

Around the 2-year mark, after William spent more time working together with his team and agency partners, they started to flesh out agency roadmaps to clarify roles and communication processes. Since the IT teams dedicated 1-2 years developing a communications strategy and roadmaps, more trust began to develop between these agency partners.

Government 111

Government Chief Customer Officer How To Roadmap 111

Thematic

MARCH 30, 2025

It’s the continuous process of collecting, analyzing, and acting on customer feedback to enhance satisfaction and drive business growth. If done right, it helps create better products, services, and stronger customer relationships. Are customers happier now? Define key metrics for your initiatives.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

InteractionMetrics

FEBRUARY 20, 2025

But heres the problem: too many companies chase a better NPS the wrong waybombarding customers with ineffective surveys and gathering unreliable data. Instead of improving the customer experience, they end up frustrating customers even more. At Interaction Metrics, we take a smarter approach. The result?

NPS 52

NPS Net Promoter Score Strategy How To 52

Alida

NOVEMBER 8, 2017

I realized a healthy, ethical, productive relationship could flourish between a vendor and customer. I was determined to change the vendor-customer relationship one company at a time—although it was quite the lofty goal. In your experience, does customer feedback inform initiatives to improve the customer experience?

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Customer Bliss

MARCH 16, 2018

Make it the first order of business to drive the metrics of customer loyalty and customer profitability. Define your company’s customer asset components, the players necessary to build them, and how leaders will work with the CCO to incorporate the metrics into running the business. Demystify the Road Map.

Leadership 111

Leadership Engagement Chief Customer Officer Course 111

SurveySensum

SEPTEMBER 11, 2023

With that in mind, after working with different companies in this industry, we have compiled a list of 13 key SaaS KPIs and metrics of 2023 that you need to start tracking to measure your success. SaaS KPIs are metrics and data points that SaaS businesses use to assess the performance and health of their business. Let’s begin!

Metrics 52

Metrics Effort Score Net Promoter Score Measurement 52

Experience Investigators by 360Connext

FEBRUARY 11, 2020

The answers I got were all around the same thing – all they were doing was entering customer data into the customer relationship management (CRM) program. “Training” had reduced the entire idea of customer experience into one thing – how to use a tool. This is not customer experience. .”

Training 125

Training Customer Experience Customer Journeys Employee Experience 125

Totango

MARCH 12, 2019

Follow a Roadmap Established by Customer Success Software. Quality customer success software makes it easy to break the onboarding process down into manageable steps, putting you on the path to success. Implement industry best practices that improve the quality of customer engagements and shorten learning and training periods.

Roadmap 80

Roadmap Software Fashion Comparison 80

AWS Machine Learning

AUGUST 26, 2024

Our internal AI sales assistant, powered by Amazon Q Business , will be available across every modality and seamlessly integrate with systems such as internal knowledge bases, customer relationship management (CRM), and more. As new models become available on Amazon Bedrock, we have a structured evaluation process in place.

Sales 121

Sales Multi-Channel Metrics Feedback 121

Retently

MARCH 5, 2024

From crafting personalized responses to using feedback as a motivation for improvement, this guide will equip you with the tools to acknowledge your customers’ input and use it as a launchpad for growth. Crafting responses that take into account the voice of the customer requires a thoughtful approach.

Feedback 139

Feedback Effort Score Social Media Customer Satisfaction 139

ChurnZero

APRIL 8, 2020

When it comes to product development, weighing customer ideas and feature requests against your own vision and priorities on the roadmap is always a delicate balancing act. Ultimately, if you’re looking to reduce churn and increase retention rates—and let’s face it, which SaaS company is not focused on these metrics?—developing

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

Retently

MARCH 18, 2024

This process can help companies refine their customer service strategies , ensuring they provide the best possible support to their customers. Not only do customer service surveys gather valuable feedback, but they also serve as potent market research tools. What is the primary reason for your score?”

Survey 119

Survey Customer Service Strategy Effort Score 119

SurveySensum

AUGUST 22, 2023

Feedback drives data-backed decisions, aligning your SaaS roadmap with what truly matters. In short, customer feedback isn’t an extra—it’s the rocket that propels your B2B SaaS customer journey to success. Launch Customer Feedback with SurveySensum – Request a Demo 2. Do data-driven strategy.

Feedback 52

Feedback Strategy Net Promoter Score B2B 52

Totango

JANUARY 7, 2020

Such goals need to be specific and might include the time taken to meet implementation timelines, the percentage of license utilization, and other metrics to ensure the organization delivers a great experience for new customers. Your Customer Onboarding Workflow Should Deliver Value.

How To 72

How To Roadmap Customers Meeting 72

CSM Magazine

SEPTEMBER 20, 2024

Transitioning from one customer relationship management (CRM) platform to another may feel overwhelming at first glance; however, with thorough preparation and implementation, the switch can be seamless and advantageous in the long run.

CRM 52

CRM Roadmap System Training 52

Gainsight

AUGUST 6, 2021

Preparing your CS teams for an upcoming release is crucial to ensure that they bring awareness to your customers and the Product team has a partner who can help measure adoption. Ensuring visibility into your product roadmap and building a communication channel will keep your CS teams informed on what’s coming and what they should expect.

Customer Success 52

Customer Success Roadmap How To Feedback 52

Totango

FEBRUARY 5, 2019

Fear of customer churn can make you feel you’re standing above a trap door, like the floor could fall away at any moment. We believe in data-driven, proactive customer success that lets you take control of your churn risk and strengthen your customer relationships. But you’re not a passive victim.

ROI 76

ROI Customer Success Strategy Effort Score 76

ClientSuccess

NOVEMBER 22, 2021

Surveys are a great way to collect customer sentiment and feedback throughout their journey for multiple reasons, the most significant being that they provide a distanced (aka not face-to-face) channel to deliver straightforward, unbiased input.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

ChurnZero

SEPTEMBER 25, 2020

Since Customer Success teams’ daily work revolves around customers and their ever-evolving needs, formalizing the feedback process helps bring order and balance to the constant stream of incoming demands and requests. Long-term Customer Success is all about reducing friction in customer relationships.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76