Retently

MARCH 11, 2025

Negative reviews that mention shipping issues, product defects, or poor customer service get escalated right away. CX Managers loop in the Customer Success team to address urgent cases before they escalate further. Review moderation engaging with customers publicly and privately to improve brand perception.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Why You Need to Know How to Build a Customer-Centric Roadmap.

Roadmap 104

Roadmap Customer Centricity How To Effort Score 104

Gainsight

OCTOBER 15, 2024

For the past decade, Customer Success (CS) has been defined by a straightforward mission: guide customers to achieve their desired outcomes with your product or service. While this goal remains steadfast, the landscape of Customer Success is shifting dramatically.

Customer Success 52

Customer Success Conference Sports Leadership 52

InMoment XI

JULY 13, 2022

You don’t just want to appeal to new customers—you also want to keep your current ones coming back again and again. 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. 4: Engage Your Promoters. 2: Reach Out to Detractors.

Net Promoter Score 368

Net Promoter Score Customer Retention Effort Score NPS 368

ChurnZero

DECEMBER 19, 2024

Theyquestion the status quo, and relentlessly pursue their customers’ success, using ChurnZero software to power their initiatives and achieve breakthrough results. We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! Here’s who they are, and how they did it.

Customer Success 52

Customer Success Meeting Self Service ROI 52

Gainsight

MAY 14, 2019

A product roadmap is a high-level, visual representation of the direction your product offering will take over time. A good product roadmap will provide your colleagues and stakeholders with the “why” behind your product and should serve the following purposes: Lay out the overarching strategy. Executive-level product roadmaps.

Roadmap 81

Roadmap Sales Customer Centricity Return on Investment 81

Kayako

FEBRUARY 13, 2019

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. Do your processes work for 40 customers? Creatively Segment your Customers. Believe it or not, customers are not created equal. Think Scale.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

Experience Investigators by 360Connext

JANUARY 5, 2022

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

Resources Customer Journeys Video Customer Experience 369

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? What is a product roadmap?

Roadmap 59

Roadmap Customer Success Customer Centricity Feedback 59

Education Services Group

MAY 28, 2021

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.

Customer Success 98

Customer Success Sales Customers Roadmap 98

Education Services Group

APRIL 25, 2021

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.

Customer Success 91

Customer Success Customer Journeys Roadmap Return on Investment 91

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. Unclear or Vague Requests Sometimes, customers provide vague or poorly defined feature requests, making it difficult for the development team to understand the exact need.

Feedback 509

Feedback ROI Innovation B2B 509

ChurnZero

MARCH 7, 2025

Additionally, 60% have solved a problem through a digital community, and 78% have engaged directly with brands at least once per quarter. For B2B SaaS companies, a strong community is a key component to building great customer relationships. How to build and grow a digital customer community. 2: Lightweight community software.

How To 52

How To Roadmap Self Service Gamification 52

Gainsight

JANUARY 31, 2019

Ask, “What’s next on our product roadmap?” Your customer data is a goldmine wrapped in a bow covered in glitter. Because your customers are the most important source of information when it comes to prioritizing your product roadmap. Your customers’ primary interaction with your company is through your product.

Roadmap 75

Roadmap Analytics Analysis NPS 75

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

Totango

AUGUST 13, 2024

At Totango + Catalyst, we made a strategic decision to challenge the script on revenue priorities, empowering customer success managers (CSMs)—those mostly intimately aware of customer needs and goals—to own core renewals, expansions, and upsells. This open forum helps foster a sense of ownership and engagement.

Customer Success 101

Customer Success Management Customers Leadership 101

AskNicely

OCTOBER 18, 2015

Build an engaged community. Don’t ignore your paying customers. It’s critical you continue to engage with them on their platform of choice to build brand advocacy. Using customer feedback to define the product roadmap. Real-time Engagement is Key.

Video 186

Video Net Promoter Score NPS Roadmap 186

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy. Upcoming renewals.

Report 98

Report Trends Customer Success Self Service 98

ChurnZero

JANUARY 31, 2025

In 2024s Customer Success Leadership Study , 87% of participants said their teams use or have immediate plans to adopt AI. Your CSMs AI prompts on how to engage a customer, or their descriptions of healthy versus unhealthy, are different. Its time to think about a customer platform to centralize AI.

Roadmap 97

Roadmap Customers Leadership Analysis 97

Gainsight

JANUARY 10, 2025

Customer Success (CS) is no longer just a departmentits a company-wide growth strategy that drives retention, efficiency, and revenue. Gainsights latest report, The Customer Success Index (CS Index), conducted in partnership with Benchmarkit, reveals the trends reshaping CS in 2025. So whats driving this growth?

Trends 52

Trends Report Self Service B2B 52

ChurnZero

JANUARY 8, 2021

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.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

Gainsight

MARCH 18, 2021

At first glance, there isn’t much overlap in product marketing and customer success teams’ day-to-day responsibilities. They usually sit in different areas of the org, report to other functional leaders, and are held to unique success measures. Enter customer success.

Customer Success 93

Customer Success Touchpoint Case Study Roadmap 93

Gainsight

MARCH 19, 2025

Chief Revenue Officers (CROs) who fail to leverage Customer Success (CS) as a revenue engine are potentially leaving millions on the table. Revenue growth requires sustainable strategies centered around existing customers. And no organization has a stronger connection to existing customers than Customer Success.

Self Service 52

Self Service Strategy Roadmap Sales 52

ChurnZero

MARCH 31, 2023

The purpose of a Customer Success team is to help a company’s customers get the most value out of its product. The hypothesis is, if a customer maximizes the obtainable value, they will remain loyal and spend more with the company. This isn’t merely a theory.

Customer Success 98

Customer Success Net Promoter Score Effort Score Sales 98

Gainsight

MARCH 24, 2022

Before your product starts booming, you need a product roadmap that charts a clear course to growth. In this article, we lay out the questions you can ask yourself to help you create a successful product roadmap that’s anchored in analytics. What is a product roadmap? We’re here to help. Do I know how users are behaving?

Roadmap 52

Roadmap Analytics Metrics Feedback 52

Kapta Customer Success

OCTOBER 16, 2023

Do you have a roadmap for Key Account Management excellence? Without a roadmap, you risk getting lost or making a wrong turn. You can’t determine where you are starting, where you are going, and what to do next.

Roadmap 59

Roadmap Management Customer Success Customer Engagement 59

TechSee

AUGUST 31, 2022

Making the leap from engaging with customers and agents via text and voice, to visual and live video is a big step. However, not every visual engagement provider offers the ideal solutions to your needs. However, not every visual engagement provider offers the ideal solutions to your needs. End-User Adoption.

Engagement 109

Engagement Self Service Video Culture 109

ChurnZero

MARCH 22, 2023

Lately, many customer success (CS) teams have been downsized or eliminated because of global economic uncertainty. It is OK to consider the brand value of a customer along with their revenue—sometimes you might have a really big brand, and their value as a reference boosts the revenue they bring to your company. Register today.

Customer Journeys 97

Customer Journeys Customer Success Touchpoint Financial 97

Totango

MARCH 13, 2020

Still, customer data needs to be carefully tracked and evaluated in order to be worth gathering in the first place. Understanding how to use customer success analytics to your advantage is key to seeing your enterprise’s roadmap for the future. Tracking Data Throughout the Customer Journey.

Analytics 83

Analytics Customer Success How To Customer Journeys 83

Gainsight

JANUARY 17, 2020

So we asked 10 experts the following questions to learn more about how they collect and prioritze customer feedback: What are some of the effective ways you collect feedback? How do you work with your customer-facing teams to gather feedback? How do you prioritize what feedback gets incorporated into the product roadmap?

Feedback 117

Feedback Roadmap ROI Case Study 117

AskNicely

OCTOBER 18, 2015

Build an engaged community. Don’t ignore your paying customers. It’s critical you continue to engage with them on their platform of choice to build brand advocacy. Using customer feedback to define the product roadmap. Real-time Engagement is Key.

Video 150

Video Net Promoter Score NPS Roadmap 150

Interactions

NOVEMBER 6, 2024

Analytics and continued optimization Without an active customer success team by your side, your business only has its own singular point of view when studying analytics to derive insights and areas for improvement. We have eight reports out of the box, as well as the ability to customize reporting at any point of the engagement.

Contact Center 62

Contact Center Self Service Roadmap Analytics 62

ChurnZero

SEPTEMBER 20, 2019

Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. She has become the “go-to” person for building the ultimate Customer Success model. Q&A Recap.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

Totango

FEBRUARY 5, 2019

We believe in data-driven, proactive customer success that lets you take control of your churn risk and strengthen your customer relationships. Reducing churn in this customer-centered subscription economy means placing the customer at the center of everything you do. Maintaining customer success efforts.

ROI 76

ROI Customer Success Strategy Effort Score 76

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference.

Sales 98

Sales Customer Success Conference Customers 98

Amity

JANUARY 9, 2019

One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture.

Customer Success 81

Customer Success Customer Journeys Leadership Culture 81

ChurnZero

AUGUST 18, 2020

Your business success and your customers’ success are inextricably linked. Customers won’t succeed if they don’t embrace your product. You can’t grow if the customer doesn’t achieve their objectives, provide feedback, and validate your value by advocating their results as social proof.

Meeting 98

Meeting Customer Engagement Engagement Customer Success 98