InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. As your organization starts your customer experience management efforts, you need to consider how to measure it. NPS is a great place to start when you’re looking to measure customer experience.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

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 101

Roadmap Customer Centricity How To Effort Score 101

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. As you grow and as your customers mature, so too should your segmentation. Very few products are built from a customer success perspective.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

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. How a CSAT survey can look like.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

GetFeedback

DECEMBER 10, 2018

This is because returning customers buy more over time so operating costs shrink; whereas finding new customers is laborious and expensive. With Net Promoter Score (NPS), companies can measure customer loyalty and find ways to turn customers into champions. why should you care about measuring it?

NPS 210

NPS Net Promoter Score Survey Measurement 210

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

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. A Customer Success team has the time and resources to respond this way.

Customer Success 98

Customer Success Net Promoter Score Effort Score Sales 98

Gainsight

AUGUST 4, 2022

In the decade since Gainsight created the customer success (CS) category, the industry has matured from a reactionary stance, answering post-sales and services needs, into a proactive and sophisticated revenue-generating machine. . Instead, continuously evaluate what practices and customer insights might lead to better outcomes.”.

Customer Success 105

Customer Success Management Marketing Analytics 105

AskNicely

OCTOBER 18, 2015

Using customer feedback to define the product roadmap. An unexpected benefit of AskNicely was the amount of feedback about feature requests, usability problems and even bug reports from customers according to Rick Findlater, who’s responsible for Customer Success at Wipster. “So Creating value for Wipster. “We

Video 186

Video Net Promoter Score NPS Roadmap 186

Totango

JANUARY 12, 2022

Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection. 5 Key Customer Success Manager Interview Questions. . Customer Success Managers are leaders.

Customer Success 100

Customer Success Management How To Leadership 100

Totango

APRIL 12, 2022

At Totango’s 2022 Global Executive Forum , customer success leaders from around the world came together to connect with their peers, share ideas and learn about new products and opportunities. Top 10 Insights from Customer Success Executives. The Customer Comes Before the Product.

Customer Success 85

Customer Success Customer Journeys Roadmap Sales 85

Amity

AUGUST 1, 2016

Below I have outlined 5 key steps I believe will be helpful as you develop a career progression path for your customer success organization. Roles and Responsibilities – Once you understand the objectives of your Customer Success team you need to assess how your team members align.

Customer Success 72

Customer Success Roadmap Training Resources 72

Totango

NOVEMBER 21, 2024

In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. Welcome to the future of customer success with Unison. Today, it’s about lighting the path to growth.

Customer Success 62

Customer Success Chief Customer Officer Roadmap Sales 62

InMoment XI

JANUARY 2, 2023

Not only does exceptional customer experience make customers happier, it drives desirable customer behavior. When you start your CX efforts, you need to consider how to measure it. But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

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.

Roadmap 52

Roadmap Analytics Metrics Feedback 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

CustomerSuccessBox

DECEMBER 9, 2021

This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. Customer Satisfaction Score (CSAT).

Measurement 52

Measurement Net Promoter Score Customer Success NPS 52

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 82

Analytics Customer Success How To Customer Journeys 82

Gainsight

APRIL 26, 2019

In the “final frontier” there isn’t a roadmap to follow. In the customer success movement, we’re in the middle of the same transition Star Trek made—from a Kirk-type leader to more of a Picard. Customer Success in the 2010s vs. Customer Success in 2020—and beyond. Recruiting.

Leadership 79

Leadership Customer Success Roadmap Conference 79

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

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 Metrics 81

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.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

ChurnZero

DECEMBER 6, 2024

Far too many customer success organizations know they need to start implementing digital customer success, but just dont know where or how to start. These outcomes include: Roadmaps for designing and developing future CS programs. Self-serve digital resources for customers to overcome technical issues.

Customer Journeys 52

Customer Journeys Customer Success Touchpoint Social Media 52

AskNicely

OCTOBER 18, 2015

Using customer feedback to define the product roadmap. An unexpected benefit of AskNicely was the amount of feedback about feature requests, usability problems and even bug reports from customers according to Rick Findlater, who’s responsible for Customer Success at Wipster. “So Creating value for Wipster. “We

Video 150

Video Net Promoter Score NPS Roadmap 150

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

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. Image by Retently.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Retently

MARCH 10, 2022

Customer Success and Churn. Great customer success is perhaps the single greatest defense you have against high churn. Some of the areas where the churn rate is affected most significantly are during the Onboarding, Product Adoption, Customer Retention , and Product Expansion stages.

Self Service 148

Self Service Poor Customer Service e-support Customer Success 148

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

Gainsight

SEPTEMBER 20, 2019

Try not to get hung up on finding absolute measures for cost and value. As your team lays out the product roadmap for a period of time (quarter, cycle, sprint, etc.), The post Use This Framework to Unblock Your Product Roadmap appeared first on Customer Success Software | Gainsight. Not at all!

Roadmap 58

Roadmap Exercises Sales Marketing 58

Gainsight

JANUARY 7, 2019

We don’t have a handle on how each customer is using the product. We need to scale our customer onboarding. These challenges are nothing new to Customer Success (CS). The world is realizing that to drive Customer Success in a SaaS business, the product plays a central role.

Customer Success 65

Customer Success Multi-Channel Roadmap Customer Journeys 65

Experience Investigators by 360Connext

JANUARY 10, 2023

[Audio] Experience Action Podcast EP 6 – Defining Customer Experience. . You had clear goals and knew how to measure them. You knew it wouldn’t be enough to set “great customer experience” as a goal. Measurable. You began measuring feedback using quantitative data as well as gathering open-ended feedback.

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

Gainsight

JANUARY 9, 2019

The rise of digital business has added urgency to—and rigor around—the concept of customer-centricity. But one thing missing from this whole conversation on customer centricity, customer obsession, and customer success has been data. Is this happening in a way that can be measured?

Customer Success 73

Customer Success Customer Centricity Roadmap Software 73

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. .

Report 64

Report Customer Success Net Promoter Score Roadmap 64

ChurnZero

SEPTEMBER 25, 2020

The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. Go to customer onboarding and training sessions. Make Customer Success Feedback Measurable.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

Amity

JANUARY 30, 2018

Maheen Memon is the Director of Customer Success at Nulogy. Throughout her career in Customer Success, she’s had the opportunity to try a couple of things and has picked up some life-saving best practices along the way. We invited Maheen to the Amity office to present at one of our monthly Customer Success events.

Tips 69

Tips Customer Success Social Media Roadmap 69

ChurnZero

AUGUST 3, 2021

Let’s take a look at some metrics that directly measure your company’s revenue performance. Recurring revenue is the revenue your company is likely to continue to receive from customers in the future. Customer Success Around the Web. What is recurring revenue?

Roadmap 98

Roadmap Metrics Software Customer Satisfaction 98