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 509

Feedback ROI Innovation B2B 509

Optimove

NOVEMBER 26, 2024

This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. Personalization fosters stronger connections with customers and increases their likelihood of returning. What Deliverables and Roadmap Should Marketers Expect? How AI is Transforming CDPs Download Now>> 1.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

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

Calabrio

MARCH 22, 2025

These clearly defined objectives provide a roadmap for your team, ensuring everyone understands what success looks like and how to achieve it. Customer Satisfaction (CSAT): Measures customer satisfaction with the service provided. Net Promoter Score (NPS): Measures customer loyalty and advocacy.

Contact Center 130

Contact Center Management Strategy Call Center 130

CloudCherry

JULY 10, 2019

Customer experience (CX) is one of the most important contributors to building customer loyalty and fostering long-lasting customer relationships. And in most cases, it is tied very closely to good customer service. They also send out surveys with questions on what customers would like to see them do next.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

Lumoa

OCTOBER 12, 2020

This is what makes up the customer feedback loop: gathering insights from customers, circulating those insights across the company to inspire action, then relaying that action to the customer so they can reap the benefits, and receive even more value from the products and services your business provides. Why is it important?

Feedback 195

Feedback How To NPS Customer Centricity 195

Experience Investigators by 360Connext

JUNE 22, 2021

Five ways to understand at-risk customers. You may not be able to stop all of your at-risk customers from leaving you, but you can learn a lot about how to avoid putting future customer relationships at risk! Identify what happens when a customer defects. Seek feedback when a customer leaves.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

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

Gainsight

OCTOBER 5, 2022

It means that the customer should be at the center of your universe, with everyone on the Customer Success team collaborating with Product to make sure that customers are ready to consume what you’re preparing to release. Create moments with your customers.

Customer relationships 59

Customer relationships Roadmap Customer Success eBook 59

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. Customer Success (CS) teams are undergoing a painful growth spurt—maturing out of their ill-?t

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

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

Bold360

APRIL 6, 2021

With a clear view from the frontlines of what Bold360 customers have been experiencing, Customer Relationship Manager Shai Horstock explains the shift enterprises have had to make in order to become nimbler, a change that won’t (and shouldn’t) go back to the pre-pandemic normal. Now, responsiveness rules the day.

Roadmap 52

Roadmap Self Service Chatbots Telecommunications 52

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

Experience Investigators by 360Connext

OCTOBER 17, 2023

This will not only provide a roadmap for implementation but also enable the tracking of progress and the measurement of the impact of CX initiatives on business outcomes. Don’t be afraid of leveraging goals like “Full implementation of a new AI-powered Customer Relationship Management (CRM) system.”

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Strativity

JULY 14, 2014

Thinking about it in the context of working with customers, the stakes have always been high and every action has always mattered. Competing for customers’ hearts every day is our World Cup. The lessons above should be a clear roadmap to our championship, one game at a time. 1 Enemy of Customer Experience Transformation.

Customer relationships 52

Customer relationships Effort Score Culture Roadmap 52

Aveus

MARCH 15, 2021

We have to remember that this was during COVID and that we have more of a partner relationship than a customer relationship. We used a customer experience-based approach to place another stake in the ground around trust, starting with empathy. I want to just stand out as just having a phenomenal customer experience.”

Customer Experience 130

Customer Experience Roadmap Measurement Survey 130

Lumoa

AUGUST 23, 2021

Those who can see the complete picture by using effective CX programs—combining systems, data, capabilities, and processes—will be better able to anticipate customer needs and build stronger, more complete customer relationships. You may also want to recreate or update your brand personas.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Retently

SEPTEMBER 3, 2024

Helpdesk CSAT surveys provide insights into support performance and allow us to make adjustments that enhance customer satisfaction after every interaction. PMF surveys guide our roadmap and help identify our Ideal Customer Profile (ICP), focusing our efforts on must-have features.

B2B 152

B2B NPS Effort Score Survey 152

Retently

NOVEMBER 27, 2024

It’s like a roadmap that shows where things are working – and where they’re not. Take, for example, a skincare brand using a quick survey to identify a customer’s skin type. Similarly, integrating a Customer Relationship Management (CRM) system allows brands to centralize customer interactions and enhance personalization.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

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

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

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). If you aren’t getting their feedback, you are sticking your head in the sand. How to get started?

NPS 96

NPS Net Promoter Score Company Roadmap 96

Customer Bliss

AUGUST 3, 2018

Rob breaks down a formula for building a roadmap to help your organization build customer loyalty: Roadmap to Loyalty Leadership: Establish the baseline of the economic value of improving relative to the competition. It will ultimately become a very frustrating experience for the team. .

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Avaya

AUGUST 2, 2017

In our experience, the reason for this is because an initial business discovery process was not sufficiently performed to put a strategic execution roadmap in place. Perhaps customer-specific strategies were not as well-defined as intended, or there was a misalignment between business outcomes and technology implementation.

Roadmap 63

Roadmap eBook Exercises Strategy 63

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.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

TeamSupport

SEPTEMBER 28, 2018

The longer a SaaS company retains a customer, the easier it is to maximize their revenue from the relationship. A SaaS company with a high churn rate is often missing a key component of customer success. In addition, the needs and wants of your current customers are often aligned with what your prospects are looking for.

Customer Success 80

Customer Success Company Roadmap Communication 80

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Strategy: Vision, innovation, roadmap, partner ecosystem, pricing flexibility and transparency, and community.

Report 98

Report Trends Customer Success Self Service 98

GetFeedback

FEBRUARY 15, 2019

You’ll want to send out an initial NPS survey early on in the customer relationship. That way, all follow-up NPS surveys can track how customer sentiment changes over time and through each phase of the customer journey. Can you put a dollar value on turning a detractor into a promoter? The key to long-term NPS success.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

DCX

NOVEMBER 24, 2024

” That’s the secret to transforming customer relationships. Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for.

Customer Centricity 52

Customer Centricity Leadership Retail Chatbots 52

Optimove

MAY 30, 2023

Respondents say that quick response time is key to deepening customer relationships. The survey noted that the top marketing mistakes in customer outreach that negatively impact the brand are a) too many messages causing marketing fatigue and b) conflicting messages and promotions across different channels.

B2C 93

B2C Survey Multi-Channel Marketing 93

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. What’s on your roadmap for customer initiatives at Vision Critical?

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

ReviewTrackers

MARCH 14, 2019

By understanding customers better and improving their banking experience, companies can achieve differentiation in an increasingly competitive environment. What Does Customer Journey in Banking Mean? . The customer journey is the complete sum of experiences that customers go through when interacting with your company and brand.

Banking 94

Banking Customer Journeys Touchpoint Rewards Programs 94

Integrity Solutions

JULY 24, 2024

A good sales process requires a good roadmap — a structured framework for effective communication that guides salespeople through every stage of the sales process. By following a structured approach, sales teams can be sure that every customer interaction is productive. This, in turn, leads to increased revenue and profitability.

Training 100

Training Sales Roadmap Culture 100

DCX

NOVEMBER 10, 2024

This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen. If you’re serious about getting everyone on the same page, this is your roadmap! Customers expect innovation, but they also value privacy and data security.

Customer Journeys 52

Customer Journeys Customer Centricity Trends Innovation 52

Education Services Group

MAY 28, 2021

Either way, there are benefits to doing this at the beginning of the customer relationship and involving sales in the process. If they share the management of the customer relationship with the CSM during the sales process, the CSM can help support the customer early on and even assist in a quicker sales conversion.

Customer Success 98

Customer Success Sales Customers Roadmap 98

Totango

AUGUST 29, 2019

When you retain a customer, you’ve won a valuable patron who will be far likelier to want future sales or try new products. . So, don’t focus solely on hunting up one-time customers. Apply a few key customer retention optimization strategies to build deep, lasting customer relationships.

Customer Retention 88

Customer Retention Strategy Customer Journeys Customer Centricity 88