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

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction. How to build and grow a digital customer community.

How To 52

How To Roadmap Self Service Gamification 52

Retently

MAY 10, 2018

Just like it’s difficult to drive to a new destination without a definite plan for how to get there, trying to build, launch and market a new product without a clear product roadmap guiding the development process is an exercise in vain. Net Promoter Score® can play a crucial role in your product roadmap improvement. Detractors.

Roadmap 61

Roadmap Net Promoter Score NPS Feedback 61

SurveySensum

AUGUST 21, 2023

However, the good news is that some have managed to double their revenue through effective customer retention strategies. In SaaS businesses, subscription deals are offered where customers pay either monthly or yearly to use their software. In such a scenario, retaining existing customers becomes even more challenging.

Customer Retention 52

Customer Retention B2B Strategy NPS 52

SurveySensum

MARCH 10, 2023

To prevent such negative outcomes, using tools such as Net Promoter Score (NPS) can help you actively gather and analyze customer feedback to improve customer retention and understand their experiences. This will help you identify areas for improvement and work towards retaining your customers. So, let’s dive in!

Customer Retention 52

Customer Retention NPS Survey Net Promoter Score 52

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

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

Thematic

MARCH 30, 2025

Besides, when all your feedback is in one place, your product teams, customer experience analysts, and support staff can all work from the same source of truth. Centered Feedback Tips Tips to centralize feedback: Use a single customer feedback tool or CRM integration to capture input from email, chat, surveys (e.g.,

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

Lumoa

JANUARY 19, 2023

How many different ideal customers (personas) we have? – What are their key characteristics (pro tip: consider both demographics or psychographics )? – Do different types of customers have a preferred way to buy? Pro Tip : Building strong relationships with other departments is not a one-off thing.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

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

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? Whats Next?

Report 90

Report How To Effort Score NPS 90

DCX

DECEMBER 31, 2024

Here’s how Decoding Customer Experience will help you tackle challenges, uncover opportunities, and grow in your role without the stress: Practical Strategies : Actionable tips to help you solve real-world problems. Everyone Wants Credit Let’s say customer retention goes up.

ROI 52

ROI Self Service Leadership Metrics 52

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. If your company is exploring the idea of implementing a dedicated Customer Success (CS) platform, the question of where to start can be daunting. This could mean that your customer isn’t realizing the full value of your product. . Blog Author: Alex Weihmann.

Tips 72

Tips Metrics Customer Success Effort Score 72

Retently

MARCH 10, 2022

So, let’s start off by looking into the leading causes for an increased turnover and go through some actionable tips to follow if you want to stay on the safe side. Customer Success and Churn. Great customer success is perhaps the single greatest defense you have against high churn. Simplify tasks with walkthrough guides.

Self Service 147

Self Service Poor Customer Service e-support Customer Success 147

Experience Investigators by 360Connext

AUGUST 22, 2023

If you’re unsure if the course is right for you—or if you’re looking for quick CX tips to improve your approach—let’s explore some of what you’ll learn. What Is Customer Experience? You don’t have to do anything deliberately as an organization with your customers to provide a customer experience.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

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

CSM Magazine

JANUARY 20, 2025

Gathering and Analyzing SEO Metrics Effectively Properly tracking and analyzing SEO metrics is essential to understanding how your website’s performance impacts customer satisfaction. When done right, the data doesn’t just sit in a spreadsheetit becomes the roadmap for meaningful improvements.

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement How To 64

Wootric CX Blog

APRIL 7, 2020

Failure happens, but when handled well, something far more powerful can happen: Customer retention. 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.

Customer Success 72

Customer Success Roadmap Customer Retention Feedback 72

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

Thematic

JANUARY 7, 2025

Soon after, driver satisfaction and retention improved. Quick Tips for Maximizing Results with Automated Sentiment Analysis Here are some things to keep in mind when automating sentiment analysis: Use both quantitative (e.g., Prioritise feedback linked to critical outcomes like customer retention.

Analysis 62

Analysis Social Media How To Effort Score 62

BirdEye

APRIL 17, 2023

This article explores the world of subscription business models, including its benefits and tips for building one. Build a subscription strategy Develop a strategy for your subscription model that provides a roadmap for everything, from concepts to execution and renewals. It also needs some insider tips to help you avoid any surprises.

Customer Retention 98

Customer Retention Consumers Tips Sales 98

Education Services Group

OCTOBER 26, 2022

Customer Success leaders often run into a recurring theme when meeting with Customer Success Managers (CSMs): CSMs seem to be weighed down in tactical conversations with their customers and leave every call feeling they are adding little or no value to the business partnership.

Tips 52

Tips Roadmap Meeting Customer Success 52

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. Touchpoint interactions may serve a variety of functions, such as: Inviting a customer to visit your website. Persuading a customer to try your freemium app.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122

Education Services Group

AUGUST 10, 2020

By the time you’re ready to start building a Partner Success program, you probably already have a solid roadmap for your own Customer Success organization. The post Top 5 Tips for a Thriving Partner Success Program appeared first on ESG. Let’s get together – yeah, yeah, yeah.

Tips 52

Tips Customer Success Roadmap Communication 52

InteractionMetrics

FEBRUARY 20, 2025

The result is a clear roadmap to improvement for your company. Retention rate: A high NPS should ideally reflect strong customer retention. Measuring NPS alongside retention data enables companies to gauge the long-term sustainability of their customer relationships.

NPS 52

NPS Net Promoter Score Strategy How To 52

InMoment XI

APRIL 3, 2024

Tip: Try providing a searchable database for FAQs and helpful resources and make sure your navigation bar offers the right shortcuts and links that will address your consumer’s pain points. Clear navigation, consistent design elements, and logical layouts contribute to ease of use. References Fullstory.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

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 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Thematic

MARCH 29, 2020

Tip: Don’t just look at your own reviews: See what your competitors’ customers are saying! It’s easy to see what you’re looking for, given current priorities, and miss more impactful insights into what actually matters to customers. Tip: Don’t create tags in advance of reading feedback. Ideally with trends over time.

Feedback 111

Feedback How To Analysis e-support 111

Second to None

FEBRUARY 12, 2021

Here are just a few tips and best practices for cascading information to the right people, at the right time, throughout your organization. #1. A roadmap enables your brand to immediately take action and define priorities and new initiatives to drive performance and sales. #2. We’ve got you covered in this article, so don’t worry.

Communication 62

Communication Customer Experience Report Roadmap 62

Second to None

FEBRUARY 12, 2021

Here are just a few tips and best practices for cascading information to the right people, at the right time, throughout your organization. #1. A roadmap enables your brand to immediately take action and define priorities and new initiatives to drive performance and sales. #2. We’ve got you covered in this article, so don’t worry.

Communication 62

Communication Customer Experience Report Roadmap 62

CustomerSuccessBox

MARCH 31, 2022

Three simple reasons: Customer delight — The customer’s pleasant experience with a business is a powerful resource. It brings more referrals and ensures that clients stay loyal to your brand longer, which then leads to… Customer retention — It costs 5 to 25 times more to gain a new customer than to retain one.

Roadmap 52

Roadmap Customers Tips B2B 52

DCX

SEPTEMBER 29, 2024

Dalkeith (retail food business): Implemented a digital twin to unify marketing messages across channels, leading to a 20% increase in campaign effectiveness and 15% rise in customer retention rates. If you’re serious about getting everyone on the same page, this is your roadmap!

e-support 86

e-support Customer Centricity Apparel Leadership 86

West Monroe

MAY 29, 2019

Whether your acquisition was driven by the desire to “acquihire” talent or retain existing talent to drive growth and business strategy, here are four tips to ensure you don’t lose your greatest assets during the deal process: If you didn’t assess the acquired culture and talent during diligence, you’re already behind.

Net Promoter Score 40

Net Promoter Score Management Roadmap Culture 40

Gainsight

APRIL 29, 2019

A: In most of the organizations I work with, we do meetings with CS teams where Product will go through the product roadmap to make sure they’re addressing the right things. Searching for more tips from Product leaders? Check out this blog post, 5 Career-Boosting Tips From Product Management Experts. Look no further.

Roadmap 14

Roadmap Conference Sales Meeting 14

Innovative CX

AUGUST 10, 2021

Agents were now given a roadmap for how to manage their own performance and leaders could spend more time on coaching to desired behaviors and improvements versus reprimanding them on why they weren’t achieving an average handle time target. Is there a relationship between a decline in NPS and your customer retention percentage? ·

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

Gainsight

JUNE 11, 2021

Start the kick-off asking the customer to commit resources and time. Why Customer Value Management Solidifies Customer Retention and Ensures Upsell with Sterling Cottam, Senior Director of Customer Value Realization at DecisionLink. Adrian shared four tips: Create a space for customers to connect.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

Retently

AUGUST 26, 2019

In order to genuinely understand customers and increase retention, businesses need to focus a big part of their resources and manpower on customer feedback. In this guide, we’ll show you just how valuable customer feedback can be, and give some actionable tips on how to collect and act on it. Drive More Profit.

Feedback 71

Feedback Social Media Effort Score Net Promoter Score 71