eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. In the era of digital transformation and customer-centric strategies, organizations must shift toward a more collaborative and integrated structure. The result?

Customer Journeys 443

Customer Journeys Culture Leadership Effort Score 443

InMoment XI

NOVEMBER 22, 2024

Happy customers are more likely to extend their subscriptions and purchase additional features. Collecting and analyzing feedback allows you to provide more value, which increases sales, subscriptions, and revenue. Customer satisfaction results in positive reviews and testimonials.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. Imagine yourself a year from today. How did this happen? They also bring CX priorities back to their teams.

Resources 369

Resources Customer Journeys Video Customer Experience 369

ECXO

MARCH 21, 2023

This can be done by analysing your customer feedback with data, voice of customer, customer retention, and sales growth. Set objectives and goals: Identify key objectives and goals for your customer experience program. This should align with your company’s overall business strategy.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Retently

MARCH 11, 2025

They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes. Their work directly impacts business growth by reducing complaints, improving support efficiency, and enhancing customer retention, they drive higher revenue and lower churn.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Totango

OCTOBER 30, 2024

To drive customer-led growth, organizations need to assign ownership for expansion, align tactics to value drivers, measure post-sales funnels precisely, streamline communication post-sale, and use automation to create more clarity for teams. According to GTM Partners, 72% of companies experienced longer sales cycles in 2023.

Roadmap 62

Roadmap Sales Measurement Tips 62

Thematic

DECEMBER 5, 2018

Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. So, let’s look at ways to reduce churn with customer retention analytics and why it’s important in the first place. What is customer retention? Why is customer retention important?

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Totango

AUGUST 29, 2019

When you get a new customer, work to retain them and grow customer lifetime value. While the sales team will always be looking for new customers, retaining a current customer is far cheaper than finding a new customer to replace them. So, don’t focus solely on hunting up one-time customers.

Customer Retention 88

Customer Retention Strategy Customer Centricity Customer Journeys 88

InMoment XI

MAY 3, 2024

Whether it’s identifying opportunities for improvement, sharing compelling stories backed by data, or aligning with departmental roadmaps, Foot Locker’s CX programme is a testament to their customer-centric, integrated customer experience approach.

Retail 195

Retail Return on Investment ROI Analysis 195

Integrity Solutions

APRIL 28, 2021

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? A 5-step roadmap to get you started. One of the key tenets of a customer retention strategy is that it relentlessly focuses on value creation.

Customer Retention 86

Customer Retention Strategy Net Promoter Score Employee Engagement 86

SurveySparrow

SEPTEMBER 4, 2020

We had recently hosted an Ask Me Anything event about creating product roadmaps which made us delve deeper into its importance. We found that you can utilize your roadmap to up your product strategy game, improve decision-making, and steer your business on the path to success! What is a product roadmap? Product roadmap process.

Roadmap 96

Roadmap Effort Score How To Metrics 96

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? Poor Customer Fit. Prioritize Churn Prevention to Increase Retention and Revenue.

Customer Retention 94

Customer Retention e-support Analysis Customers 94

C3Centricity

MAY 11, 2020

As mentioned above, everyone has a role to play in satisfying and delighting the customer. It is not the job of marketing, sales or market research alone to understand their needs. It is vital that each employee thinks customer first and ensures that every action and decision they make is customer centric.

Strategy 246

Strategy Customer Centricity Chief Customer Officer CRM 246

Calabrio

MARCH 22, 2025

Turn voice-of-customer insights into better marketing and sales strategies The contact center offers unparalleled insight into the true voice of your customer. Voice of Customer (VoC) tools used in the call center can drive value well beyond it, informing more effective marketing strategies and sales tactics.

Contact Center 130

Contact Center Management Strategy Call Center 130

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. You’re measuring what already happened with customers. A leading indicator shows what customers will soon experience.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

Experience Investigators by 360Connext

JUNE 22, 2021

Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. Traditional business education and even standard business plans don’t include much focus on the customer’s journey beyond the basics of getting the sale and delivering a product or service.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

GetFeedback

JUNE 3, 2019

So, while it’s great to hear what customers are saying and feeling for reasons outside of financial benefit, keeping your customers in the loop can generate additional revenue outside of your traditional sales cycle. Building something that has little interest from your customers is a waste of time and effort, for the most part.

Customer Satisfaction 170

Customer Satisfaction Survey Trends Effort Score 170

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

Retently

MARCH 17, 2025

Tracks how customer sentiment, retention, and support efficiency have evolved over time. customer sentiment via NPS, CSAT, CES) How has our customer retention rate changed year-over-year? retention and churn trends) Are we reducing the number of recurring complaints about product quality?

Report 90

Report How To Effort Score NPS 90

CSM Practice

JUNE 24, 2021

How valuable is Customer Success’s input in creating a solid product roadmap?! In the past, companies relied solely on the product management team to build and drive roadmaps. Shifting the Product Roadmap Ownership to Customer Success. What is a product roadmap? Phase 1: Customer-Feature Impact Analysis.

Roadmap 59

Roadmap Customer Success Customer Centricity Feedback 59

Thematic

MARCH 20, 2025

Who needs access to insights—product teams, marketing, customer service, leadership? Define KPIs such as NPS, customer retention, support ticket resolution time, or revenue impact. Example: If your goal is to reduce support tickets, track customer complaints and resolution times to measure success.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Thematic

MARCH 30, 2025

For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs. In the case of LendingTree , the company analyzed over 20,000 customer comments in just 90 days using Thematic.

Customer Insights 62

Customer Insights Data Analytics How To 62

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

InMoment XI

OCTOBER 10, 2023

Whether it’s sales growth, revenue, or employee performance, KPIs give stakeholders a bird’s eye view of where the company stands. The beauty of customer service metrics lies in their specificity. While KPIs might indicate that a business is thriving, customer service metrics could reveal areas of concern.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

ChurnZero

JULY 2, 2021

SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success. In this article, you’ll learn: Differences between Net Revenue Retention, Gross Revenue Retention, and Customer Retention with definitions and examples.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Tips 97

SurveySensum

OCTOBER 28, 2024

Customer Satisfaction (CSAT) Score While NPS tells you if customers will recommend you, CSAT shows you how satisfied they are with specific interactions. Keep an eye on these scores together to get a complete view of the customer journey. Design, Launch, and Optimize NPS Surveys Effortlessly with SurveySensum!

NPS 52

NPS Loyalty Effort Score Analysis 52

GetFeedback

OCTOBER 4, 2019

The data collected from surveys can highlight touchpoints that customers have the most trouble with and identify dissatisfied customers so that they can be assisted before they churn. Sales: Customer feedback can also shed light on your customer segments equipping your salespeople with a deeper understanding of what each value most.

Survey 150

Survey Data Competitive Advantage Touchpoint 150

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

Wootric CX Blog

DECEMBER 16, 2020

Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too. . One user engagement strategy you can use to boost your customer retention is to make use of the Net Promoter Score (NPS) system. Make sure it’s accurate.

Net Promoter Score 52

Net Promoter Score Customer Retention How To NPS 52

Horizon CX

APRIL 1, 2024

Organizations that were positioned in the higher half of the CX maturity scale were experiencing remarkable results – three times higher revenues and three times higher customer retention rates. This underscores the tangible impact that prioritizing CX can have on the bottom line.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Journey maps identify critical customer touchpoints , including offline and online channels and touchpoints. They’re all about the customer’s perspective, making them different from process maps or product roadmaps, for example. Teams often start with a general journey map that shows how customers typically engage with them.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

GetFeedback

JULY 29, 2019

Instead, use existing processes such as product standups, defect tracking, roadmap planning, or market assessment meetings to notify stakeholders about relevant feedback. These types of presentations also highlight the value of surveying customers and can help correlate with metrics such as a change in customer retention and satisfaction.

Survey 150

Survey Feedback How To Net Promoter Score 150

GetFeedback

DECEMBER 10, 2018

We also use NPS data to inform key aspects of our business, like product roadmap and pricing strategy. NPS isn’t just a customer metric, it’s a company metric. So, we circulate our NPS scores and comments internally because we believe everyone is accountable for a great customer experience.

NPS 210

NPS Net Promoter Score Survey Measurement 210

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) 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. It's simple.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

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. What Are B2B Customer Journey Touchpoints? B2B customer journey touchpoints are occasions when business customers interact with a brand. Tech support.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122

DCX

DECEMBER 31, 2024

A smoother experience today means loyal customers tomorrow—but that payoff doesn’t show up overnight. Everyone Wants Credit Let’s say customer retention goes up. Or the sales team’s follow-ups? If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for.

ROI 52

ROI Self Service Leadership Metrics 52

Thematic

FEBRUARY 24, 2025

In fact, customer-obsessed organizations report 51% better customer retention than those that are not. Proactively Addressing Customer Needs Predictive analytics helps companies: Identify at-risk customers before they churn and offer personalized retention strategies.

Strategy 62

Strategy Customer Experience Social Media Handbook 62