Totango

FEBRUARY 12, 2025

What this means for customers and the CS community This transformation isnt just about us its also about you, our customers and the broader CS and post-sale community. Which, in turn, fuels growth for your business.

Brands 62

Brands Customer Success Roadmap Innovation 62

CSM Magazine

JANUARY 20, 2025

When used right, these numbers provide actionable insights to fine-tune content, improve user experience, and boost satisfaction. Quick load speeds contribute directly to a smoother, frustration-free experience. When done right, the data doesn’t just sit in a spreadsheetit becomes the roadmap for meaningful improvements.

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement How To 64

Thematic

MARCH 20, 2025

They need a structured way to understand their customers, anticipate needs, and improve the user experience, so they need a customer insights framework. A customer insights framework means turning customer feedback into actionable strategies that improve product experience, marketing, and customer service. Centralize your data.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Thematic

APRIL 1, 2025

CRM and Sales Data: Purchase histories link customer value to feedback. It clarifies transitions between teams—like marketing to sales—helping everyone understand their role in the bigger customer experience picture. A strong customer insights strategy clearly turns feedback into actions on your product roadmap.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

ECXO

APRIL 26, 2023

High levels of customer satisfaction, loyalty and advocacy are built on well-designed user experiences; products and services that customers want and need. Joint planning – the customer experience lead and the design lead work together to develop a strategic CX plan. This makes it easier to prove ROI.

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

CSM Magazine

JUNE 25, 2024

Left-to-right: Vignesh Girishankar, Srikrishnan Ganesan, Deepak Balasubramanyam, Rocketlane Rocketlane champions professional services teams, the OGs of after sales experts, with an all-in-one AI powered platform to deliver the promise of sales and removes siloed project management and inefficiencies.

Sales 52

Sales CRM Roadmap Software 52

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing shows how to apply behavioural science principles in key areas of marketing, including marketing communications, email, direct mail and ad campaigns, social media marketing and sales funnel conversion strategies. It’s not enough to know that happy employees equals happy customers. Here is the link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

InMoment XI

APRIL 3, 2024

This includes communicating with a brand via social media, making a purchase online, receiving an email or text confirming an order, providing user feedback on online channels, using a company app, operating a digital kiosk or point-of-sale terminal, or even simply visiting an organization’s webpage. References Fullstory.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Retently

SEPTEMBER 12, 2018

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. As the results show, most of our customers love our product design, its cleanliness, and its user experience. But, how can the voices of customers be leveraged to drive the expected product changes? The power of data.

Analysis 110

Analysis Feedback NPS Effort Score 110

AWS Machine Learning

OCTOBER 23, 2024

This foundational layer is critical for managing the complexities of AI model deployment, and therefore SnapLogic can offer a seamless user experience. Enterprises can quickly develop and deploy chat assistant UI applications, and applications not only function well but also provide a seamless and engaging user experience.

System 85

System Data Innovation Government 85

Centercode

FEBRUARY 11, 2021

Consumers doing homework before they purchase tech hardware means less reliance on brand reputation, touch/feel, and sales floor recommendations and looking instead to star ratings, testimonials, and reviews. Market research, quality testing, user experience, and product analytics are absolutely essential to building a good product.

e-support 98

e-support How To Policies eBook 98

DCX

JANUARY 12, 2025

Dynamic, context-Aware UI: Gong ’s AI-powered interface listens, transcribes, and analyzes sales calls in real-time, providing relevant information at the exact moment you need it. Quick Win for You: Find one place in your user experience where you can anticipate what someone might need next.

Virtual Agent 52

Virtual Agent Chatbots Retail Leadership 52

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Product Usage: Keeping Customers Happy with Seamless Use Once the sale is sealed, the work is done, right? In fact, 47% of consumers avoid repurchasing after a frustrating experience, so act quickly.

Ecommerce 110

Ecommerce Survey Retail NPS 110

ShepHyken

AUGUST 25, 2024

Finally, the initials you don’t see often enough are used, and that’s MX, as in Multi-Experience. That is the combination of the EX, the CX, and the UX (User Experience). Yes, we want our customers to be happy and come back, but have you considered the emotional experience you create? The benefits are numerous.

Self Service 86

Self Service Customer Service Chatbots Customer Centricity 86

Totango

SEPTEMBER 17, 2021

What these various forms of the freemium SaaS model all have in common is that they take product-led growth approach to marketing and sales. The freemium sales model has become widespread in the SaaS industry. A free version of your product gives your sales team an opportunity to extend an upsell offer. Why is it so common?

Customer Journeys 78

Customer Journeys Sales Loyalty Social Media 78

Gainsight

JULY 27, 2022

Not only must you focus on areas such as user experience, strategy, and analytics, but you also need to care about how the product is built, marketed, sold, and serviced. After all, as your counterpart in sales reminds you, it’s annual recurring revenue from V.I.P.s This article originally appeared in FastCompany.

Roadmap 59

Roadmap Government System Sales 59

Thematic

MARCH 26, 2025

Customer support tickets – Complaints, questions, and bugs reported directly by users. Sales and onboarding calls – Reveal early objections, expectations, and product confusion. User interviews and focus groups – Provide deep qualitative insights into customer behavior.

Feedback 62

Feedback Social Media Analysis Survey 62

Comm100

FEBRUARY 6, 2018

Price : Sales Cloud ranges from $25-$300/user/month. Service Cloud ranges from $75-$300/user/month. Sales + Service Cloud ranges from $100-$325/user/month. Salesforce Platform (for building aps) ranges from $25 to more than $4000/user/month. Marketing and Commerce Clouds require users to call for estimates.

Software 145

Software Customer Engagement Engagement Omni-Channel 145

Retently

JANUARY 19, 2023

Starting a business and knowing that an audience is ready to buy your product considerably eases sales and marketing efforts. The product comes next, featuring a value proposition that addresses customer needs and includes the necessary features; followed by the user experience where customers test/use your product.

Measurement 157

Measurement Survey Marketing Effort Score 157

Thematic

JULY 11, 2022

Insights found via the analysis show how you can improve your product, customer service, or employee experience. Here’s how thematic analysis can be applied in the real world: Drive product roadmaps Thematic analysis is awesome when it comes to analyzing subjective feedback like product reviews.

Analysis 77

Analysis Roadmap Banking NPS 77

Gainsight

OCTOBER 18, 2022

Intuition drives new product suggestions, existing customers become alienated because they get less support, and product managers spend their time fielding potentially contradictory feedback from coworkers, executives, and users. Product roadmaps overflow with suggestions, making future planning increasingly difficult. Churn increases.

Connections 52

Connections Roadmap Analytics eBook 52

BirdEye

APRIL 17, 2023

A subscription business model is also a great way for a business owner to navigate difficult times that may bring low sales and profits. Build a subscription strategy Develop a strategy for your subscription model that provides a roadmap for everything, from concepts to execution and renewals.

Customer Retention 98

Customer Retention Consumers Tips Sales 98

Gainsight

JULY 1, 2022

A traditional model based on the marketing and sales funnel no longer works effectively to build sustainable growth for subscription-based SaaS. Of companies that use product experience data, 57% use it to develop product roadmaps. Conversely, sales is involved in conversion 25% of the time. .

Roadmap 52

Roadmap Metrics Analytics Sales 52

Totango

JANUARY 26, 2021

Your marketing and sales angle may be attracting the wrong audience, emphasizing the wrong problems or pitching the wrong benefits to appeal to your ideal customer. Dissatisfying User Experience. Poor customer experience promotes churn. Poor Customer Fit. The product requires a steep learning curve.

Customer Retention 94

Customer Retention e-support Analysis Customers 94

Gainsight

APRIL 30, 2019

Today’s Product teams are under increasing pressure to deliver outstanding products and exceptional user experiences. Check out our Essential Guide to learn how to navigate the new product experience landscape. By incorporating their feedback into your roadmap. Fierce competition. Access to data. READ THE GUIDE.

Metrics 65

Metrics Net Promoter Score Management How To 65

Gainsight

NOVEMBER 16, 2021

It challenges the traditional sales and marketing funnel, where you cast a wide net and hope new leads will swirl down conversion paths to a sale. Instead, the product-led flywheel focuses on the user experience at different stages of the user’s journey. Understand the customer experience.

Tips 52

Tips Handbook Analytics User Experience 52

West Monroe

APRIL 28, 2024

There are also questions around the ownership and accountability model for renewals: for example, whether renewals should reside within sales or customer success, if a separate renewals function is necessary, and what the accountabilities/remits for renewals should be between customer success managers and sales reps when both are responsible.

Software 52

Software Customer Retention Roadmap Sales 52

Gainsight

JUNE 30, 2022

Companies that use PLG are growing 2X faster and more efficiently than vendors with more traditional sales models. But PLG’s real power comes from putting the product at the center of the customer experience — and seen from that angle, your sales and acquisition efforts are just the story’s beginning.

Roadmap 52

Roadmap Sales Customer relationships Engagement 52

SurveySensum

JANUARY 24, 2024

Put Everything in One Place Talk to Your Product Team and Prioritize the Feature Talk to the Sales and Marketing Team Keep the Communication with the Customer Open Learn to say NO Implementing a Feedback Loop Monitoring and Iterating Conclusion What is a Feature Request? Let’s scroll down and discover! What is a Feature Request?

Roadmap 52

Roadmap Feedback Customers Survey 52

Retently

MAY 2, 2023

Example of CES survey These surveys provide immediate actionable feedback every SaaS company needs to boost retention and inform their product roadmap. These surveys include questions about the ease of finding information, the clarity of the messaging, the layout or design, and the overall UX/UI experience.

Customer Journeys 134

Customer Journeys Survey Effort Score NPS 134

Gainsight

SEPTEMBER 13, 2019

Long gone are the days when sales-led or marketing-led growth reigned supreme. Now, 80% of consumers prefer to do business with a company that offers personalization, making product experience intimacy vital to growth. Product-led growth uses this intimacy to drive user acquisition, expansion, and retention from the product itself.

Analytics 65

Analytics Sales Roadmap Exercises 65

TechSee

AUGUST 31, 2022

A user already on the phone may want to launch a video session, but stay on the phone for their audio. While an audio-less video-only session may sound simple, consider that the inability to offer a video-only session would result in endless echo, and ruin the user experience. Launch & Rollout. Do they have one?

Engagement 109

Engagement Self Service Video Culture 109

Gainsight

SEPTEMBER 1, 2021

Product growth is a SaaS strategy where you use your product to attract more users, drive higher engagement, and retain more customers. In the past, many SaaS companies relied on market-led growth or sales-led growth strategies. What’s causing this move towards user experience and product growth?

User Experience 52

User Experience Roadmap Tips Strategy 52

ChurnZero

SEPTEMBER 25, 2020

To illustrate this point in the workplace, Noronha and Gillespie describe how to salespeople “everyone seems to be trying to slow down their deal” and for product teams “all others seem to be trying to ruin the user experience. (No No more in-app offers!)”. Sound familiar? Go to customer onboarding and training sessions.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

Gainsight

NOVEMBER 10, 2021

There was a time when traditional sales or marketing strategies made sense for product growth. Product-led success strategies dig into in-product data, such as customer surveys, behavioral data , and customer feedback loops , to point out the path to a better user experience. Back your product roadmap with data.

Handbook 52

Handbook Roadmap ROI Strategy 52

DCX

SEPTEMBER 29, 2024

Digital Twins Can Help You Make Better Strategic Decisions (hbr.org) AI Cashiers Debut in Moscow Metro aismartzone A post shared by @aismartzone The Moscow Metro is testing AI-powered digital cashiers that mimic human interactions for ticket sales and customer service.

e-support 86

e-support Customer Centricity Apparel Leadership 86