Remove Customer Success Remove Meeting Remove Roadmap
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Where Customer Support and Customer Success Goals Overlap

Kayako

It should never be customer success vs customer service. 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. Increase retention of current customers.

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Your 2022 Customer Experience Plan: Strategies, Videos, & Resources

Experience Investigators by 360Connext

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. Guide] CX Meeting Agenda & Guidebook.

Resources 369
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How to Build a Customer Centric Roadmap for Your SaaS Product

Totango

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
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NPS Surveys: Not Just For Customer Success Anymore

AskNicely

Some businesses are convinced that NPS surveys and customer experiences fall squarely on the shoulders of the customer success team. 80% of those actioning NPS surveys d iscuss customer feedback at team meetings. NPS For Marketing, Sales, Customer Success. Departments Using NPS. NPS For Product.

NPS 150
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5 Ways to Leverage Net Promoter Score to Boost Customer Retention

InMoment XI

Having a false image of customer success can be harmful, as issues will go unrecognized and unresolved. #2: Responding to the customers who gave you lower marks is beneficial – both for finding out why they gave lower marks, and saving their business. Feed this data back into your product roadmap and to your sales team.

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What is a Product Roadmap?

Gainsight

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
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Beyond the Ask: A Practical Guide to Deciding Which Customer Feedback to Act On

eglobalis

The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined. Communicate clearly with customers if a feature is rejected due to regulatory reasons, and provide a detailed explanation of the risks involved.

Feedback 460