ECXO

MARCH 21, 2023

Metrics such as Customer Satisfaction Scores (CSAT), Adoption Rate (AR), Net Promoter Scores (NPS)–(which I do not recommend due to the transactional aspect of it,) and Customer Effort Scores (CES), and many others will help quantify and qualify the CX outcomes of your organisation, and provide insights for optimizing it.

B2B 295

B2B Customer Experience Roadmap Culture 295

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. In this blog, we’ll look at the keys to building a customer-centric roadmap. Then, we’ll walk you through three steps to building a customer-centric roadmap. Examine Your Current Roadmap.

Roadmap 101

Roadmap Customer Centricity How To Effort Score 101

InMoment XI

DECEMBER 3, 2024

As a result, the model removes the guesswork from your customer experience strategy , replacing it with a roadmap to CX excellence. Realize: Key skills include tracking key CX metrics to ensure the program is realizing value and achieving business goals. Start with a few CX metrics like NPS and CSAT to build an initial use case.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. Chief Customer Officers measure the gold, blue, and silver metrics shown above. Therefore, it’s lagging.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. So why should you care?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Experience Investigators by 360Connext

OCTOBER 17, 2023

However, many people with that understanding don’t invest the time, effort, or resources needed to actually take action on that understanding. Many leaders will nod along with this conversation, but they lack the true knowledge to put the right time, effort, or resources toward this understanding.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

AWS Machine Learning

JUNE 24, 2022

Scalability – Data scientists and ML engineers are able to scale resources and services on demand. Then the ML pipeline checks if the produced accuracy metrics (such as F1, precision, and gain deciles) pass the necessary thresholds. With the MLOps maturity model, we can define a clear architecture design and delivery roadmap.

Roadmap 127

Roadmap Training Data Government 127

Gainsight

AUGUST 14, 2019

There’s a growing need to follow user progression in-app—it reveals actions and patterns that can affect everything from your product roadmap to revenue goals. How is product data gathered in real-time and what resources are required? These 40 SaaS organizations each used their own mix of business, marketing, and product metrics.

Metrics 107

Metrics Analytics Effort Score Measurement 107

BlueOcean

SEPTEMBER 30, 2018

Your customer support partner is going to focus their time and resources on meeting these targets. Forecasting will be another critical piece of this puzzle: accurate forecasts inform the strategy around staffing and allocation of skills and human resources as well as the strategy around deploying channels and AI.

Contact Center 192

Contact Center Automotive Metrics Roadmap 192

eglobalis

OCTOBER 1, 2024

To facilitate collaboration between CX (Customer Experience) and Finance, the company can set a shared KPI related to customer retention rates and link it to financial performance metrics. By collaborating on these projects, departments can share insights and resources, ensuring that the product launch is cohesive and well-coordinated.

Customer Journeys 337

Customer Journeys Culture Leadership Innovation 337

InMoment XI

AUGUST 16, 2024

As the number of consumers making their purchases online has grown exponentially in recent years, it is no surprise that over 80% of marketing leaders have chosen to invest their resources in digital channels. This leads to a reduction in errors, faster completion of tasks, and more effective resource allocation.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

Lumoa

JANUARY 23, 2018

Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction. These standard metrics include not only the number, but also free text feedback revealing why your customers like or dislike you or your product. Most companies collect feedback in some specific format, such as Net Promoter Score.

Analytics 285

Analytics NPS Financial Analysis 285

GetFeedback

DECEMBER 21, 2018

If you’re wondering how to measure your success there, remember that 80% of customer service organizations use customer satisfaction (CSAT) scores as their primary customer experience metric. Or maybe customers are asking for a service that’s already on the roadmap. Learn more about product surveys.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

SEPTEMBER 3, 2024

Product Development and Feedback Organizations can gather valuable feedback on existing products and services, providing insights that can inform product roadmaps and future development. Agent and Coach Performance Metrics : Evaluate agent and team performance with detailed scorecards highlighting strengths and areas for improvement.

Analytics 195

Analytics Data Social Media Average Handle Time 195

GetFeedback

DECEMBER 10, 2018

We recommend starting with an NPS question so you put your most important metric first. If someone is identified as a detractor, you can use the thank you page to provide helpful articles and resources rather than marketing content. We also use NPS data to inform key aspects of our business, like product roadmap and pricing strategy.

NPS 210

NPS Net Promoter Score Survey Measurement 210

Retently

MAY 10, 2018

Just like it’s difficult to drive to a new destination without a definite plan for how to get there, trying to build, launch and market a new product without a clear product roadmap guiding the development process is an exercise in vain. Net Promoter Score® can play a crucial role in your product roadmap improvement. Detractors.

Roadmap 68

Roadmap Net Promoter Score NPS Feedback 68

GetFeedback

JANUARY 27, 2020

ROI: If VoC results aren’t tied to clear financial metrics or business goals, you can’t validate the impact of your program. Step 2: Set clear goals and success metrics. Once you’ve gathered insights from your customer journey mapping, the next step is to set clear business goals and success metrics for your VoC program.

How To 221

How To Customer Journeys Feedback Survey 221

InMoment XI

FEBRUARY 1, 2024

Understanding customer and employee sentiment is more than just a competitive edge—it’s essential, with companies in every industry and sector focusing resources on comprehending it. This metric is key in understanding customer satisfaction and loyalty, as higher effort levels correlate with negative customer experiences.

Analysis 195

Analysis Social Media Analytics Loyalty 195

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? Will our product roadmap encourage product-led growth?

Roadmap 52

Roadmap Analytics Metrics Feedback 52

InMoment XI

AUGUST 25, 2023

The scale of your CX program should align with your organization’s resources, goals, and customer base. Conversely, an overly ambitious program can overwhelm your team and drain its resources. You should have also determined the metrics you are going to measure to track success and measure the ROI of your CX program.

How To 195

How To ROI Net Promoter Score Measurement 195

SurveySparrow

DECEMBER 29, 2023

To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? A customer experience roadmap is a strategic plan that outlines the steps a business will take to enhance its customer experience.

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

Gainsight

SEPTEMBER 1, 2022

So a product roadmap serves as a tool for alignment: it’s a strategy-first, visual document that communicates what type of problem a product solves, how, and for whom. Yet because product roadmaps are living, breathing documents that can and should evolve, it can be frustrating to construct them. A roadmap to revenue growth.

Roadmap 52

Roadmap Data Net Promoter Score Analytics 52

Lumoa

JANUARY 27, 2023

Technology Do employees ever encounter issues using your company’s resources, tools, and platforms? Step 4: Building a Roadmap After identifying the issues at hand, you can move on to considering potential solutions. A roadmap can help prioritize which steps should be taken first.

Customer Journeys 195

Customer Journeys Customer Experience Customer Service Touchpoint 195

Experience Investigators by 360Connext

JULY 17, 2024

She was defeated, and realized she made a misstep in trying to get resources for a customer journey mapping initiative. Our product roadmaps are based on what our customers want, and they’ll get it…in six to eighteen months, maybe. Product roadmaps are often based on what priorities have been identified as most important to customers.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

InMoment XI

OCTOBER 3, 2024

Your customer retention rate is an important metric. While these strategies can vary based on your business model or resources available to your customer experience program, these proven strategies can help any organization reduce customer churn and improve customer retention. How Is Customer Retention Measured?

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

Gainsight

JUNE 16, 2022

If you’re crafting a product roadmap, your vision and internal alignment must be crystal clear. . Too often, product leaders start building their roadmap plans only to be bombarded with conflicting feedback in all directions. So, how do you get beyond the distractions to build a roadmap you can defend and align around?

Roadmap 52

Roadmap Measurement Data Net Promoter Score 52

Centercode

APRIL 16, 2019

What are beta program metrics exactly? I’m sharing this experience (with his blessing) because it provides some insight for other product and program managers who have questions about identifying key beta program metrics. Fun fact: there are a lot of metrics that a beta program can capture (it’s shocking, I know).

Metrics 65

Metrics Net Promoter Score ROI Effort Score 65

Gainsight

JANUARY 6, 2023

We compiled our best product experience resources from last year, including blogs, ebooks, webinars, and more. Benchmark: Product Roadmapping With Product Experience Data. Using Product Analytics to Drive Product Roadmaps. Three Business Efficiency Metrics Every Product Manager Must Know. Product Led Growth.

Resources 52

Resources Roadmap eBook Analytics 52

Lumoa

JANUARY 19, 2023

It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives. Project management, to ensure that projects are well organized, completed on time and meet key metrics.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

SuiteCX

MARCH 31, 2015

Common mapping tools and metrics. Common metrics. Common definitions and metrics. Common metrics and training. Governance is focused on enhanced data, process innovation and new customer metrics. Some common training at basic levels. thru training, support and education.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

Customer Bliss

MARCH 26, 2015

Do you have a central roadmap that everyone follows on how you’ll drive the customer work and measure progress? How about consistent metrics everyone agrees to? We have metrics galore in our companies and of course the ‘customer’ is now on our scorecards. I didn’t think so. They want them to happen. They’ve always wanted them.

Chief Customer Officer 100

Chief Customer Officer Metrics Roadmap Meeting 100

AWS Machine Learning

APRIL 22, 2024

This guide can be used as a roadmap for integrating generative AI effectively within sustainability strategies while ensuring alignment with organizational objectives. A roadmap to generative AI for sustainability In the sections that follow, we provide a roadmap for integrating generative AI into sustainability initiatives 1.

Roadmap 139

Roadmap Competitive Advantage Innovation Self Service 139

ECXO

MAY 11, 2023

This understanding will help you identify gaps and opportunities for improvement and develop a roadmap for transformation. Once you have assessed your company’s current state of customer experience management, you can identify areas for improvement and develop a roadmap for transformation. Where should you do next?

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

Gainsight

DECEMBER 27, 2019

Product Metrics Your Board Members Care About. If you have a SaaS business where you can see exactly how your customers are using your product, there are a lot of metrics you might be tempted to add to your packet. The Beginner’s Guide to Product-Led Growth Metrics. As a product manager, metrics affect every move you make.

Roadmap 97

Roadmap Metrics Feedback Conference 97

ECXO

DECEMBER 26, 2023

In a highly competitive space, where even an incremental advantage can result in significant uplifts, this is a crucial resource to create stand out and successful marketing-especially for marketers in highly regulated or highly competitive environments. Here is the link. Here is the book link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Lumoa

AUGUST 23, 2021

The acquired data strengthens teams by encouraging disciplined thinking and focusing efforts with clearly defined goals or metrics for customer retention. These analytics are always going to be crucial starting points for any type of growth, pandemic or not.

Customer Experience 221

Customer Experience Social Media Video Customers 221

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Customer Success Measurement Financial 52