Gainsight

JULY 10, 2023

If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start. Start Simple With One-to-Many Webinars For organizations looking to augment the role of CSMs through digital means, several strategies can be initiated.

Self Service 52

Self Service How To Roadmap ROI 52

Amity

MAY 4, 2016

Think about how much effort you exert every day. What Can You Do to Reduce Customer Effort Today? • Top 5 SaaS Companies With The Highest Weekly Momentum Score. Ustream (Score = 2430). ProductPlan - (Score = 1833)ProductPlan develops strategic planning and product roadmap software for product teams.

Customer Base 48

Customer Base Tools Effort Score Roadmap 48

ChurnZero

MAY 22, 2024

Building an executable digital CS strategy has three key components: a digital roadmap, an automation plan, and a touchpoint map. 1: Your digital customer success strategy’s digital roadmap. A Net Promoter Score (NPS) survey gets sent every year, and your scores are good. What the heck do those mean? That’s okay!

Customer Success 52

Customer Success Strategy Roadmap How To 52

Oracle

OCTOBER 17, 2019

This is a preview of the on-demand webinar, Best-in-Class Customer Journey Management: How to Deliver Truly Connected Service Experiences. According to research Aberdeen conducted in May 2018, which Minkara highlights in the webinar, there are 4 key benefits. Measure and improve customer effort across the journey.

Customer Journeys 44

Customer Journeys Effort Score Social Media Omni-Channel 44

ClientSuccess

NOVEMBER 22, 2021

From checking in with clients during weekly calls to ‘scoring’ accounts in your CRM, customer sentiment drives many of the strategic projects and growth initiatives for your customers. Customers and their responses can feed the product roadmap, serve as advocates, and support additional customer marketing efforts.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

Gainsight

FEBRUARY 29, 2024

That topic was the focus of Gainsight’s recent webinar with partnership experts Jay McBain from Canalys and Jane Bossert from IBM. Prioritize sharing customer engagement and health score data wherever you engage with partners. The Power of Partnerships The biggest asset partners bring to SaaS vendors is trust.

Customer Success 52

Customer Success Effort Score Roadmap Customers 52

Thematic

MARCH 29, 2020

Solicited feedback can be quantitative (ratings, scores) if you are asking rating questions in surveys, or qualitative (text) if you are asking open-ended questions or running customer interviews. It will be the richest feedback due to scores, structured open-ended questions and customer metadata. Solicited product feedback.

Feedback 111

Feedback How To Analysis e-support 111

Gainsight

MAY 3, 2020

Remote work, a rapidly shifting product roadmap, and a demand to support existing customers have led to a tighter integration to improve retention. During this webinar we focused on three ways to drive this alignment: Product Analytics and Customer Context . Efficient and Scalable Communication.

Customer Success 59

Customer Success Customer Experience Roadmap ROI 59

Gainsight

JULY 26, 2022

This product experience imperative was the exact topic of the Catapult webinar with Morgan Redwine from Dealerware. . For Dealerware, the product launches a three-question customer effort survey that asks customers if they feel prepared to use the product, and collects feedback on how to improve the experience. .

NPS 59

NPS Effort Score Training Roadmap 59

ChurnZero

SEPTEMBER 27, 2024

Using attendee questions from our recent webinar on outcomes based customer success, they’ve mapped out six best practices to follow. You can find out more about outcomes based customer success, and watch the webinar in full, here. They meet regularly to provide feedback and score request using the RICE framework.

Customer Success 52

Customer Success How To Effort Score Roadmap 52

Wootric CX Blog

SEPTEMBER 2, 2020

If you struggle to create customer advocates – customers who consistently refer your product, who happily and even voluntarily provide testimonials and glowing reviews, and are fiercely loyal to your brand – here’s one thing that will improve your customer advocacy efforts: Get every employee in your organization to care about the customer.

Net Promoter Score 59

Net Promoter Score Customer Centricity Effort Score Roadmap 59

ChurnZero

DECEMBER 21, 2023

In our webinar, Navigating post-sale chaos: Strategic customer success , Tim outlined a valuable exercise for identifying those customer needs quickly, and how to fulfil them in the “messy middle” of the customer journey when outcomes are created and relationships are built. Here’s the webinar in full.

Sales 52

Sales Customer Success Tourism Roadmap 52

ChurnZero

JANUARY 17, 2020

Today’s Customer Success tools have an abundance of features with wide-ranging benefits, which can streamline efficiencies by centralizing customer data, serving up proactive insights, formalizing customer health scoring and leveraging automation. Upcoming Webinar: How to Streamline Onboarding to Reduce Churn. Request a demo here.

Tips 72

Tips Metrics Customer Success Effort Score 72

Gainsight

FEBRUARY 26, 2024

User journeys can include granular mapping to key features, re-engagement if users go dark in your product, and outreach such as one-to-many webinars or feature release notifications. Most organizations have elements of these journeys but lack a cohesive way to orchestrate—and measure the impact of—their digital efforts.

How To 52

How To NPS Effort Score Touchpoint 52

ClientSuccess

JULY 1, 2019

Services: Customer Effort Score (CES). Finance: Net Promoter Score (NPS) of contract and legal process. Empowers the CSM to bring the executive into strategic conversations about product roadmap, strategic initiatives, or other issues that need to be escalated. Product: Product time-to-value.

Customer Success 49

Customer Success Company Net Promoter Score How To 49

Amity

OCTOBER 12, 2017

I place a great deal of time and effort on the recruiting, hiring, onboarding and ongoing enablement of my CS team members. Customer health scoring. Best practice webinars. Net Promoter Score (NPS) surveys. Cross-functional initiatives such as CS/Product collaboration on the product roadmap. Customer onboarding.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

Wootric CX Blog

DECEMBER 9, 2020

Over the past decade, they had made several small efforts that had not gained traction. During the webinar, he laid out planning elements you need to consider when building your CX program. In addition to individual and team views, Jorge’s team creates monthly reports with scores, feedback, top labels, and top comments.

Banking 52

Banking How To Effort Score Culture 52

ProProfs Chat

SEPTEMBER 13, 2019

Onboard your customers and teach how they can use your product to: save your time and effort, . Two of the best ways to drive feature adoption are: by educating your customers (either through blog, webinars or any other type of content). Customer Satisfaction Score (CSAT). Net-Promoter Score (NPS). Begin with onboarding.

Omni-Channel 55

Omni-Channel Customer Service Net Promoter Score Knowledge Base 55

ClientSuccess

OCTOBER 10, 2017

Some metrics that CSMs should pay attention to during this stage include customer engagement numbers, types of content customers are engaging with (which often highlights the features they’re interested in), as well as interest in any marketing materials that deal with the customer success process or roadmap. Evaluation Stage. Growth Stage.

Metrics 40

Metrics How To Effort Score eBook 40

SurveySensum

OCTOBER 5, 2020

In the above typical B2B SaaS customer journey, a customer attends your webinar and finds out about your product. CES or Customer Effort Score surveys help you gauge user experience of a product or service. Click here to know more about customer effort score. Click here to know more about Net Promoter Score.

Customer Journeys 52

Customer Journeys B2B Survey Net Promoter Score 52

CSM Practice

JANUARY 1, 2017

When migrating customers from on-premise to SaaS we made efforts to make the SaaS version appealing. When migrating customers from on-premise to SaaS, we placed a big emphasis on product functionality, and we made efforts to make the SaaS version appealing in order to encourage our customers to move away from their on-premise platform.

Customer Success 58

Customer Success Metrics e-support Customers 58

Amity

OCTOBER 12, 2017

I place a great deal of time and effort on the recruiting, hiring, onboarding and ongoing enablement of my CS team members. Customer health scoring. Best practice webinars. Net Promoter Score (NPS) surveys. Cross-functional initiatives such as CS/Product collaboration on the product roadmap. Customer onboarding.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

Gainsight

OCTOBER 17, 2019

Nothing quantifiable—highlights in releases, roadmaps, tradeoffs. Customer Success: retention, health scores, etc. Just recently, we wanted to see how our Research & Development (R&D) efforts correlated to customer retention. Every board and company presents Product a little differently. Sales: bookings, pipeline, etc.

Metrics 45

Metrics Meeting NPS Effort Score 45

Amity

OCTOBER 31, 2016

Our marketing team plays a key role in this but also makes an effort to include us in our own marketing processes. We've also found the traditional Customer Success management platform aspects of Amity to be very helpful: things like health scoring, segmentation capabilities, reporting tools, automatic email tools, and more.

Customer Success 0

Customer Success Customers Metrics Sales 0

ChurnZero

AUGUST 23, 2019

To talk about this newer role and shed some light on the evolution of Customer Success Operations and how it can impact SaaS businesses, we hosted a well-attended webinar earlier this week with Jason Conrad from the Customer Imperative. The important part there is make sure that you’re choosing low effort, high-impact initiatives to do.

NPS 40

NPS Customer Success Effort Score Sales 40

Pointillist

JULY 25, 2018

Build Organizational Readiness for Customer Journey Analytics Customer journey analytics is worth all the time, effort and resources you invest in it, but to get its full potential you have to integrate it seamlessly within your organization. Pick a mix of financial, customer and operational metrics.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43

Grade.us

JUNE 2, 2020

We don't have a native mobile app, and it's not currently on our development roadmap (our web app is fully responsive and optimized for mobile though). Net Promoter Scores, optional survey questions, first-party reviews, and third party reviews — all from the same customer. Net promoter scores. Auto-tagging. Pros + Cons.

Software 47

Software Management Net Promoter Score Multi-Channel 47

SmartKarrot

JUNE 30, 2021

This information needs to be via personalized engagement, webinars, digital communications, interactions face to face, and more. Customer success software will alert you with changing customer behavior, help you increase your product engagement efforts, automate product actions, deliver personalized solutions. Some books include.

Social Media 10

Social Media Roadmap Customer Success Metrics 10