Kayako

MARCH 9, 2017

“Product testing helps me to understand the process of the Engineering team in deciding the roadmap. Helping to roadmap the releases means Support can identify and handle minor bugs, and also to communicate the correct issues to customers or engineers.”. Train customers through webinars. Creating self-service documentation.

Self Service 178

Self Service Customer Service Roadmap Customers 178

Calabrio

JANUARY 2, 2020

Together we are 600+ employees devoted to delivering the best Workforce Engagement Management (WEM) suite and supporting 5,800 customers worldwide. From January 13, all email communications such as product updates, event invites (including webinars) and thought leadership content will come from a Calabrio.com email address.

Brands 221

Brands Social Media Roadmap Contact Center 221

Kerry Bodine

NOVEMBER 30, 2020

CX Roadmap Development. Journey Management Advisory. Custom webinars. Once you’ve blocked a dollar amount, you’ll be able to mix and match all of our products and services, including: Journey Mapping. Personalized Coaching. Private Bootcamps. Service Design Accelerator Program.

Customer Journeys 35

Customer Journeys Sales Roadmap Consulting 35

Calabrio

JANUARY 2, 2020

Together we are 600+ employees devoted to delivering the best Workforce Engagement Management (WEM) suite and supporting 5,800 customers worldwide. From January 13, all email communications such as product updates, event invites (including webinars) and thought leadership content will come from a Calabrio.com email address.

Social Media 190

Social Media Roadmap Contact Center Analytics 190

CSM Magazine

MARCH 3, 2021

Vivantio recently launched the Service Optimization Solution Webinar series with “ ITIL For Customer Service – It’s Not Just for IT Anymore. ” The webinar details how customer service teams can leverage the power of ITSM and ITIL to meet and exceed customer expectations while delivering a superior experience.

B2B 105

B2B Report Roadmap Competitive Advantage 105

GetFeedback

JULY 19, 2019

If your Voice of the Customer (VoC) program relies on understanding the customer experience mostly or entirely offline, you have a novel challenge to manage: Less than 0.5% They’re giving you a roadmap to fix whatever it is that ails your business. The webinar covered: Why VoC is a critical pillar in a strong CX strategy.

Data 262

Data How To Social Media Effort Score 262

Experience Investigators by 360Connext

JUNE 22, 2021

Did they seek support at similar times or stop engaging with the product or relationship manager? Ask for input – don’t just offer training or webinars that are solely product-centered. Use that information to inform your roadmap for improvements. Review milestones along the customer journey. Ask for what might be missing.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

InMoment XI

AUGUST 25, 2023

InMoment recently held a webinar featuring Forrester , an independent, research and advisory firm. Let’s dive into what we covered on our webinar. They have managed to align their CX strategies closely with their business goals, providing a roadmap for other organizations aiming for similar success.

How To 195

How To ROI Net Promoter Score Measurement 195

Totango

JANUARY 12, 2022

Being a Customer Success Manager (CSM) can be an extremely rewarding career. At Totango, we’re always looking for great candidates to join our growing team , so we asked some of our leaders to share their top Customer Success Manager interview questions and their ideal answers. 5 Key Customer Success Manager Interview Questions. .

Customer Success 103

Customer Success Management How To Leadership 103

InMoment XI

JANUARY 27, 2025

Thats when those budget discussions become less about managing costs and more about tracking investments. And to be clear, managing those variables is mission-critical for achieving, calculating, and proving ROI.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Gainsight

SEPTEMBER 20, 2019

We recently had the opportunity to join Gainsight for a webinar about Finding Friction in Your User Journey and How to Fix It. At FullStory, we’ve landed on a successful process for prioritizing our product efforts called the 9-Blocker and we shared a little bit about this process in the webinar. When in Doubt, List It Out.

Roadmap 58

Roadmap Exercises Sales Marketing 58

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. Customer Success Managers don’t want to contribute to email fatigue, but they also don’t want to be silent. Jeremy’s team is heavily reliant on auto-renewals with 18,000 customers managed across nine Customer Success Managers.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

Talkdesk

DECEMBER 1, 2020

Based on this experience, we have developed the Talkdesk CX Maturity Model™ to help brands understand their current maturity, set a vision for their ideal future state and create a roadmap to get there. The Talkdesk CX Maturity Model evaluates CX based on nine core areas: .

Contact Center 104

Contact Center How To Roadmap Customer Centricity 104

Gainsight

JANUARY 17, 2020

How do you prioritize what feedback gets incorporated into the product roadmap? 6 Customer Feedback Processes from Product Management Experts. From a bigger, strategic roadmap perspective, we get that from our executive business reviews or our insider program. Product Manager | Blend. Chris Chumley. Clement Kao.

Feedback 117

Feedback Roadmap ROI Case Study 117

CSM Magazine

NOVEMBER 13, 2024

Business Systems Ltd , an industry expert in digital communications solutions, and teneo.ai – the AI-driven contact centre platform – are joining forces to present a webinar that focuses on ‘Five Signs Your Contact Centre Needs to Go Digital-First.’ The webinar is taking place on 19 November 2024 at 14:30 GMT.

System 52

System Roadmap Customer Satisfaction Industry 52

CSM Magazine

OCTOBER 24, 2024

This is according to research of more than 50 UK retailers conducted in partnership by Scurri , the next-generation delivery management and post-purchase experience software provider, and IMRG , the UK’s Ecommerce Association. AI powered product information management – 42% 4. AI informed product search – 31% 4.

Ecommerce 52

Ecommerce Roadmap Retail Chatbots 52

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. Here are six critical product management KPI’s (Key Performance Indicators) that every product manager should know.

Metrics 65

Metrics Net Promoter Score Management How To 65

InMoment XI

OCTOBER 10, 2023

Resolution Time, which is commonly used in case management strategies, measures the total time taken to address and resolve a customer’s query or concern. These metrics provide a roadmap for improvement, ensuring businesses remain customer-centric in their approach.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Centercode

SEPTEMBER 24, 2019

Between analytics, surveys, support tickets, and customer testing, there are plenty of opportunities for your product management team to collect information about your customers’ experiences. Customer Validation (CV) is one of the main ways product managers are generating insights about their target market. Albert Einstein.

Management 55

Management Roadmap Feedback Survey 55

Calabrio

NOVEMBER 1, 2016

Recently, I co-hosted a webinar with Donna Fluss, President of DMG Consulting, titled “Speech Analytics: Best Practices and Pitfalls to Avoid.” This will help you to set and manage expectations—and to avoid the pitfall of unrealistically high hopes. Watch the full webinar.

Analytics 100

Analytics Company Contact Center Return on Investment 100

ClientSuccess

MARCH 28, 2023

The allocation of resources, in particular, is a critical factor that can either make or break a customer success team’s large account management process. Often, SaaS vendors’ strategic roadmaps tend to shift and change based on enterprise accounts’ requirements. Here are a few factors to consider: 1.

Company 52

Company Management Case Study Customer Journeys 52

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. If you missed the webinar, you can watch it on demand.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Effort Score Sports 98

InMoment XI

OCTOBER 24, 2023

By harnessing the power of historical data, predictive analytics crafts narratives of the future, offering businesses a roadmap to navigate the ever-evolving landscape of customer expectations. Watch this insightful webinar to gain more insights and elevate your customer experience game.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

CustomerSuccessBox

FEBRUARY 14, 2019

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially. Why is it so? This is far from the truth.

Customer Success 67

Customer Success Management Case Study Study 67

ChurnZero

APRIL 22, 2022

When you become a ChurnZero customer, you’ll have a team of advocates with you from the start, including a dedicated implementation specialist for onboarding and a dedicated Customer Success manager to help you win. We aim to create a relationship that promotes deep adoption and maximum value. this October.

Customer Success 98

Customer Success Roadmap Conference Feedback 98

PeopleMetrics

JANUARY 24, 2022

We can help in three ways: Customer Experience Management – this is the core of what we do today with our software platform and supporting services. Our product roadmap has exciting new features planned this year around the theme of high-value customer understanding and retention. There’s a lot more on the roadmap, more to come soon.

Trends 90

Trends Self Service B2B Roadmap 90

ChurnZero

SEPTEMBER 20, 2019

CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution. No worries on if you missed this webinar (or even if you want to listen to it again), you can view the webinar on-demand here.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

ClientSuccess

SEPTEMBER 8, 2020

This last factor – resource allocation – can make or break a customer success team’s large account management process. Many times, SaaS vendor’s strategic roadmap tends to shift and change based on the requirements of enterprise accounts. You can learn more about large account management by subscribing to the ClientSuccess blog here.

Customer Journeys 52

Customer Journeys Management eBook Case Study 52

Gainsight

AUGUST 17, 2022

Mehta reminded everyone in the room and streaming at home that whether we are collaborating on product roadmaps, helping our customers reach their goals, or supporting our communities, we are always more successful when we approach these projects together. It’s an investment in efficient, durable growth. . Durable growth in six steps.

Chief Customer Officer 97

Chief Customer Officer Roadmap Metrics Strategy 97

Totango

JULY 11, 2023

This is enabling us to manage organizational planning around our customer segments, and even innovate on our theory of the customer and customer journey segmentation.” You can see more about our latest features and customer stories in our recent webinars and on our blog. ” — Juan G., ” — Juan G.,

Customer Journeys 88

Customer Journeys Customer Success Sports Roadmap 88

Gainsight

AUGUST 30, 2019

Pulse is an amazing forum for learning and sharing CS and product management best practices—we knew it was the ideal place for onsite, in-person research. I encourage you to watch this Gainsight webinar to discover our Phase One findings and dive deeper into the findings I discuss in this article. And here’s the webinar again.

Roadmap 40

Roadmap Feedback Study Software 40

COPC

MAY 31, 2022

The COPC Customer Experience (CX) Standard is the most established and accepted performance management system. Together they are responsible for managing, developing and expanding the?COPC Each month, a data-rich report is released, followed by an interactive expert-led webinar to review the findings. are the latest updates.?.

Customer Experience 101

Customer Experience Contact Center Consulting Guidelines 101

ChurnZero

MAY 30, 2024

To create a dedicated learning space, look into learning management systems (LMS). If you already have one, investigate which features and tools are already at your disposal and educate yourself on how to manage the system. Where are you going to house your content? How will you create your content?

How To 107

How To Video Course Feedback 107

Talkdesk

MARCH 12, 2020

Managing this intersection is Jennifer Lundberg’s primary role, and she’s done it for organizations of all types: “I think if you can come up with a function for contact centers, we cover it.”. Studio , Talkdesk’s routing designer, has proven to be an impactful tool for designing and managing efficient customer journeys.

Omni-Channel 60

Omni-Channel Customer Journeys Self Service Contact Center 60

Clarivate

DECEMBER 13, 2017

To become a customer first company means having to manage, shape and transform a company. This is a series of questions that we then use to produce a free CX Roadmap report for how you stack up to your industry from a CX perspective and provides a step by step CX guide for your company. appeared first on CustomersFirst Now.

Customer Journeys 49

Customer Journeys Strategy Customer Experience Management 49

Gainsight

JANUARY 6, 2023

We compiled our best product experience resources from last year, including blogs, ebooks, webinars, and more. You’ll learn everything from utilizing product analytics and product adoption strategies to career advice for product management professionals. Are Product Managers Chief Executives of Their Product?

Resources 52

Resources Roadmap eBook Analytics 52