inmoment

JANUARY 21, 2020

If you’re looking to shake things up in 2020, checking this living document is a great first step for seeing where your organisation has been and where it could go from here. Whether you’re looking to revamp a current charter or make a new one, this document is a great place for practitioners to start. Don’t have a CX charter?

Customer Experience 52

Customer Experience Roadmap Customer Journeys Touchpoint 52

BirdEye

NOVEMBER 18, 2024

ROI measurement: Translate social engagement into concrete business metrics. Here’s your roadmap to successfully implementing AI in your social media strategy: 1. When evaluating costs, consider the time saved and potential ROI. Audience behavior analysis: Discover what triggers your audience to engage more.

Social Media 52

Social Media How To Guidelines Trends 52

Gainsight

AUGUST 14, 2021

It’s a way to engage customers with less effort from your team through email, user groups, online communities, and a game-changing new ROI driver: in-product engagements. With those three departments leading the way, you can also draw in other value-adding teams, such as Documentation, Education, and Support to round out input.

Government 52

Government How To ROI Effort Score 52

Centercode

APRIL 16, 2019

I always recommend making a program metric roadmap. Start by documenting a variety of metrics, then prioritize them (or ask your leadership to help you prioritize them). Start by showcasing submitted issues, then build a plan for implementing idea and praise submissions into your product metric roadmap. Example Metrics.

Metrics 65

Metrics Net Promoter Score ROI Effort Score 65

ECXO

DECEMBER 26, 2023

Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. Whether it’s giving a presentation, writing documentation, or creating a website or blog, we need and want to share our knowledge with other people.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

inmoment

JANUARY 21, 2020

If you’re looking to shake things up in 2020, checking this living document is a great first step for seeing where your organisation has been and where it could go from here. Whether you’re looking to revamp a current charter or make a new one, this document is a great place for practitioners to start. Don’t have a CX charter?

Customer Experience 40

Customer Experience Roadmap Customer Journeys Touchpoint 40

Gainsight

SEPTEMBER 28, 2022

Simplicity should impact: How you innovate: As your company and customer base matures, it can be appealing to plot every little feature request onto your product roadmap (especially the ones coming from your largest, highest-paying customers). Have clarity and reasoning behind your roadmap. How to keep things simple.

How To 52

How To Roadmap NPS Fashion 52

ChurnZero

FEBRUARY 29, 2024

And remember too that if you’re managing up, leaders love to see how it’s going to impact ROI, so you’ll need to put some numbers behind it. With the click of a button, I can summarize the meeting, put it in a Google document, and share it with my other colleagues. These summarization features are key right now.

Customer Success 52

Customer Success How To Culture Leadership 52

Confirmit

MARCH 15, 2017

CX Foundation includes your program vision, your customer strategy, and proving the value and ROI of your efforts. A CX strategy is a living, breathing document with three key elements: Aspiration: Aspiration includes an inspirational statement on what we want to deliver. Do I REALLY need a CX strategy? How do I get started?

Strategy 40

Strategy Roadmap Fashion ROI 40

GetFeedback

JULY 19, 2019

They are documenting their satisfactory experiences, and they are giving you operational nuggets of insight. They’re giving you a roadmap to fix whatever it is that ails your business. This guide will teach you how to launch a VoC program, take action with your customer feedback, and prove the ROI of your efforts. Get the Guide.

Data 262

Data How To Social Media Effort Score 262

inSided

OCTOBER 1, 2022

According to Alex Farmer, VP of Customer Success at Cognite, the first step on your community roadmap should be to unify all of the one-to-many events and content in one place. That includes your product release documentation, your LMS system, your support case portal, and your status page—all in one place.

Case Study 52

Case Study Effort Score Customer Journeys Study 52

CustomerSuccessBox

JUNE 8, 2021

Conduct strategic Business Reviews(EBR and QBRs) to understand the customer lifecycle milestones, and also to communicate the value of the product and showcase product ROI. Effectively communicate customer learnings to the sales and product team to help direct the roadmap of the company. Lead Cross-Functional Team.

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

SuiteCX

MARCH 31, 2015

It is very similar to the process and structure around data governance which is a more mature capability in many companies. ©2015 suitecx – Confidential What is the main purpose and goal of your journey mapping efforts? .

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

Lithium

JUNE 11, 2019

Accessing Help and Documentation. Description: The Social Media Management Strategy Certification is designed for those wanting to advance their skills while developing a roadmap based on their specific business objectives for their implementation of social technology. ROI Connection. Studio features for Community Managers.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Accessing Help and Documentation. Description: The Social Media Management Strategy Certification is designed for those wanting to advance their skills while developing a roadmap based on their specific business objectives for their implementation of social technology. ROI Connection. Studio features for Community Managers.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Accessing Help and Documentation. Description: The Social Media Management Strategy Certification is designed for those wanting to advance their skills while developing a roadmap based on their specific business objectives for their implementation of social technology. ROI Connection. Studio features for Community Managers.

Social Media 40

Social Media Case Study ROI Course 40

Centercode

FEBRUARY 18, 2021

One in three has issues proving the ROI of their customer testing program, while one in four is not getting the stakeholder buy-in necessary to secure resources and support to make their programs better. More than half are struggling to meet participation requirements and collect useful feedback.

eBook 59

eBook Wireless Fashion Social Media 59

Natalie Petouhof

OCTOBER 12, 2016

In addition, products included in this document meet the threshold criteria for this category as determined by Constellation Research. SIs use gaps to create a long- and short-term road map, emphasizing low-hanging fruit and large ROI. Create strategy and technology roadmap  . Best practices methodology .

Customer Journeys 40

Customer Journeys Customer Experience Ecommerce Consulting 40

CSM Practice

OCTOBER 10, 2018

ROI: How and when do you demonstrate that your solution generates value I classified various choices in each pillar into four buckets from Undeveloped via Emerging and Expanding to Conquering. Playbook: You have a documented playbook for the entire customer journey that is used by your partners.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

ROI: How and when do you demonstrate that your solution generates value I classified various choices in each pillar into four buckets from Undeveloped via Emerging and Expanding to Conquering. Playbook: You have a documented playbook for the entire customer journey that is used by your partners.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

ROI: How and when do you demonstrate that your solution generates value I classified various choices in each pillar into four buckets from Undeveloped via Emerging and Expanding to Conquering. Playbook: You have a documented playbook for the entire customer journey that is used by your partners.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

Eptica

JULY 11, 2018

At the same time you want to deliver a fast ROI to unlock future budget for CX programs. Write a RFP Once you have a good idea of your needs write this down as a Request for Proposal (RFP) document. Again, look forward and find out about their future development roadmap. How will volumes scale?

Customer Experience 51

Customer Experience How To Average Handle Time Roadmap 51

BirdEye

APRIL 3, 2023

A business plan is a document that outlines the goals and objectives of a business, as well as the methods used to achieve them. Depending on the length and scope of the business plan, the document may expand and elaborate on the details of these key elements. It also details how the business will be financed, managed, and staffed.

Examples 52

Examples How To Financial Analysis 52

SmartKarrot

MAY 11, 2022

Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom Organization: S&P Global As a Customer Success Manager, you will enthusiastically drive adoption, usage, and ROI for the customers through regularly scheduled meetings and communications.

Customer Success 19

Customer Success Roadmap Customer Satisfaction Knowledge Base 19

ChurnZero

JANUARY 11, 2019

They have their roadmap planned out, and they decide what they build next and how the product will develop over time. That roadmap they’ve created is a living document, always ready to be altered and updated. ChurnZero Resource – ROI Calculator. 4 – Product Wants To Have Control.

Customer Success 45

Customer Success Roadmap Return on Investment Feedback 45

West Monroe

JULY 11, 2018

Think of this as the roadmap which guides the organization from point A to point B. Financial impacts, such as cost and ROI. We’ll continue here with stage 4 of DEEPEN: the Plan. It can be difficult to know which projects to enact first. Amount of effort and time to execute the initiative.

Customer Experience 40

Customer Experience Roadmap ROI Customers 40

ChurnZero

SEPTEMBER 6, 2019

They also highlighted the need for mutual understanding and suggest creating a living document that lays out expectations. . . “ Consider creating a document that can serve as a “source of truth” for your internal Sales and CS operations. Coming armed with stats and a roadmap to success will help make your case.

e-support 49

e-support Sales Roadmap Customer Success 49

Amity

JULY 10, 2017

They talk about what they did, what usage and support cases trends they see or what the product roadmap is - instead of having an exchange or interaction, otherwise known as a conversation. Customer Success Managers often focus the QBR conversation around various metrics and information related to the client. All QBRs are not created equal.

Metrics 63

Metrics Self Service Roadmap ROI 63

Education Services Group

MAY 27, 2022

Side benefit: this model can serve as a foundation to feed into a future capacity plan or ROI model…actually, that should be the point of this model. Either way, it is your current state—chase it, catch it, document it. Document it. Displaying your current state is step one. Chase the ability to be empathy-driven.

Customer Success 52

Customer Success Metrics Effort Score Customers 52

Circular Edge

MAY 6, 2022

The module makes the staff accountant’s job easier by generating key financial documents like balance sheets, cash flow statements and payment receipts. The solution stores employee records, including contact information, employment forms and tax documents. Now, the company can better control cash flow and spending.

Resources 52

Resources Ecommerce CRM Financial 52

SmartKarrot

APRIL 26, 2022

Develop effective ROI-focused customer success programs to ensure successful onboarding, adoption, retention, renewal, and expansion for the customers base. Increase customer lifetime value through higher product adoption, usage, customer satisfaction, and overall health scores.

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

Waypoint Group

AUGUST 1, 2018

Your company needs clear processes that capture and self-document what’s working, not-working along with the plan forward. No doubt there are workarounds, different approaches and best -practices, customer education and training, and existing roadmaps that your customer will want to know about.

Loyalty 56

Loyalty Net Promoter Score Connections e-support 56

SmartKarrot

FEBRUARY 21, 2022

Make strategic marketing recommendations that drive outcomes for your clients and ultimately deliver ROI. Serve as customer advocate internally and influence Canonical products, websites, documentation, processes and people to improve customer satisfaction and retention. Deliver QBRs that are focused on impact.

Customer Success 19

Customer Success Case Study Roadmap Exercises 19

Retently

AUGUST 26, 2019

There are plenty of reasons to use feature request boards: It makes your customers feel like their voices are actually heard, and that they’re actively contributing to your product roadmap. Your product/service’s ROI will be highlighted even more since you will have plenty of long-term benchmarking data to back it up during QBRs.

Feedback 94

Feedback Social Media Effort Score Net Promoter Score 94

SmartKarrot

MARCH 7, 2022

Define, drive, and demonstrate the value (ROI) delivered to Urbint’s customer base. Establish a metrics framework to realize and measure business value through use of Pega software, co-produce a strategic roadmap for transformation, and encourage adoption of best practice through enablement and governance.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

Gainsight

JUNE 11, 2021

There should be explicit knowledge: data, information, documents, records, and files. Leverage by identifying roadmap initiatives, progress against them, identify whitespace opportunities and feed content to other business systems to enrich the customer. Start the kick-off asking the customer to commit resources and time.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

SmartKarrot

MAY 10, 2021

Collaborate with customers in a highly strategic manner to develop their success roadmap for the first 12 months of adoption and beyond. Work with customers to quantify business value and ROI, solidifying the value of the platform to the organization. Driving the customer’s business transformation and operational excellence.

Customer Success 10

Customer Success Roadmap ROI Customers 10