Experience Investigators by 360Connext

JUNE 22, 2021

Traditional business education and even standard business plans don’t include much focus on the customer’s journey beyond the basics of getting the sale and delivering a product or service. Ask for input – don’t just offer training or webinars that are solely product-centered. Ask for what might be missing.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

CSM Magazine

DECEMBER 9, 2024

These pressing industry challenges and more – lie at the heart of an upcoming webinar being hosted by our team at Sabio Group, supported by our partner Avaya , on Thursday, December 12th. Unforeseen costs and implementation complexities that weren’t part of the glossy sales pitch. The culprits?

Average Handle Time 52

Average Handle Time Groups Customer Satisfaction Roadmap 52

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

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. Expanded integrations : Seamlessly connecting Totango products with even more tools in your tech stack for smoother workflows.

Brands 62

Brands Customer Success Roadmap Innovation 62

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. sales, marketing, and hugging teams ).

Roadmap 58

Roadmap Exercises Sales Marketing 58

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. They’ve also reevaluated their product roadmap, pausing less relevant items, so they could launch a new feature two months early. But until then, qualifying startups can use their sales enablement application at no cost.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

InMoment XI

OCTOBER 10, 2023

Whether it’s sales growth, revenue, or employee performance, KPIs give stakeholders a bird’s eye view of where the company stands. These metrics provide a roadmap for improvement, ensuring businesses remain customer-centric in their approach. Elevate your customer service game today by watching this webinar.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Gainsight

JANUARY 17, 2020

How do you prioritize what feedback gets incorporated into the product roadmap? From a bigger, strategic roadmap perspective, we get that from our executive business reviews or our insider program. Q: How do you prioritize what feedback gets incorporated into the product roadmap? These get routed directly to the product team.

Feedback 117

Feedback Roadmap ROI Case Study 117

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.” With the help of sales, marketing, IT, and operations, each department will be able to add insight and depth to the plan. Watch the full webinar.

Analytics 100

Analytics Company Contact Center Return on Investment 100

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! The reality, though, is that sure, when you’re making a product roadmap decision, you do need someone who can interpret a customer problem and translate it into the correct product.

Roadmap 52

Roadmap Customer Success Feedback Report 52

ChurnZero

DECEMBER 21, 2023

Designing a successful post-sale strategy requires choices, says CXology’s Tim Conder. Here’s the webinar in full. Maybe, just as our product teams create a roadmap of future product features, we should have a similar roadmap of improvements to our customer experience. But we can’t do it all.

Sales 52

Sales Customer Success Tourism Roadmap 52

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

Oracle

JANUARY 15, 2021

Travis Pelleymounter , Vice President of Tickets Sales & Service and Christina Kori , Digital Marketing Manager for the Tampa Bay Lightning, joined me for an Oracle Customer Spotlight Series webinar in advance of the first game of the new NHL season. Here are three important ways to increase sales and marketing collaboration.

Sales 52

Sales Marketing Sports Roadmap 52

Totango

AUGUST 23, 2022

B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. During the sales process, including sales appointment scheduling, meetings and payment processes.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122

ClientSuccess

MARCH 8, 2023

By outlining objectives, owners, and timelines, you provide your customers with a roadmap to success. Define Next Steps One of the biggest reasons follow-up emails are so critical after customer calls is that they often serve as a bridge between meetings to keep your customer projects alive and keep things moving between live conversations.

Customer Success 79

Customer Success Tips eBook Roadmap 79

PeopleMetrics

JANUARY 24, 2022

This embodies the 80/20 principle – that a small % of your customers (20%) account for a large proportion of your sales (80%). 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

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. The post Together, we are unstoppable!

Chief Customer Officer 97

Chief Customer Officer Roadmap Metrics Strategy 97

Gainsight

MARCH 19, 2020

We hosted a webinar with Slack on this topic. Several commenters in the LinkedIn thread noted studies of increased Sales and CS performance with video on versus not. Early in Gainsight’s tenure (2014), we had a big client (still a customer today) who had a feature request and wanted to see our roadmap. Turn On Video.

Customer Success 85

Customer Success Tips Video Roadmap 85

Totango

JULY 11, 2023

SVP of Customer Success “Totango takes all of our feedback and implements it almost immediately or can provide a product roadmap timeline in which it will be accomplished. You can see more about our latest features and customer stories in our recent webinars and on our blog. ” — Juan G.,

Customer Journeys 88

Customer Journeys Customer Success Sports Roadmap 88

ChurnZero

JUNE 18, 2021

Anita Toth, Chief Churn Crusher, joined us for a webinar to discuss how to: Conduct killer customer exit interviews. If you missed the webinar, you can watch it on-demand. The key thing about the exit interviews is that there should be no attempt at all at sales. That’s what can very easily happen if Sales does this.

How To 98

How To Sales Customer Success Customers 98

Gainsight

APRIL 30, 2019

Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. By incorporating their feedback into your roadmap. WATCH THE WEBINAR. Sales & Marketing Costs/Total New Customers = Customer Acquisition Cost. WATCH THE WEBINAR.

Metrics 65

Metrics Net Promoter Score Management How To 65

ChurnZero

AUGUST 18, 2020

That’s why we invited Jason Whitehead, CEO of Tri Tuns to join us for a webinar to introduce the “Success Chain Management” model. If you missed the webinar, you can watch it on demand. . Q: If a customer requests to not be referenced by your company during the sales process, how do you convince them otherwise? Q&A Recap.

Meeting 98

Meeting Customer Engagement Engagement Customer Success 98

ChurnZero

APRIL 8, 2020

Your Customer Success team is delighted that your customers are happy, your product team loves that they are building a product worth talking about, and your Sales and Marketing department revels in the fact that your own customers are massively helping them with their day-to-day jobs! Who doesn’t want a piece of that?!

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

Totango

APRIL 6, 2021

During the live presentation of the Steps to Scale Your Customer Success Operations Overnight webinar, Wisr’s VP of Customer Success Christine Knific answered several questions from attendees. You can watch the webinar here and check out a recap of some of the questions and answers from the session below.

CRM 63

CRM Roadmap Customer Success Customers 63

Lithium

MAY 3, 2022

Join us as the Khoros product team shares recent innovations to the Khoros platform and walks through upcoming releases on our roadmap. In this webinar you’ll: Learn about key innovations and investments across the Khoros platform. Using social media for customer service helps brands cut costs, increase retention, and boost sales.

Multi-Channel 52

Multi-Channel Social Media Roadmap Metrics 52

Avaya

APRIL 10, 2019

39% growth in digital sales. In my next blog, I will review how organizations are leveraging AI in the contact center and provide a roadmap for success. And register for our upcoming webinar on April 18: Learn How a 95% Increase in Customer Wins is Possible with DCX+AI. 80% increase in transactions handled by self-service apps.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

Gainsight

AUGUST 12, 2022

Swerve around roadmap detours to stay on track. Bad products come from bad roadmaps, according to Albuquerque. In a recent blog , he points out that ineffective roadmaps typically start with a solution-first focus on building features, or a shopping list from executives who just want to build something. iHeart Radio.

Roadmap 59

Roadmap Sports Metrics Software 59

CustomerSuccessBox

JUNE 15, 2020

So, to help Customer Success rise up to the occasion, we recently conducted 4 webinars where we invited various industry leaders and discussed how Customer Success will play a massive role for companies to thrive during this pandemic. Webinar with Ari Hoffman.

Customer Success 64

Customer Success Strategy Roadmap Metrics 64

ChurnZero

FEBRUARY 25, 2020

Provide a clear roadmap – From the onset of your customer relationship you should share a strategic plan that outlines where you are going, and the steps needed to get there. To learn more about how to streamline onboarding to reduce churn – view this on-demand webinar. A good customer onboarding process should….

Customer Retention 59

Customer Retention Return on Investment eBook Roadmap 59

Kustomer

JUNE 1, 2021

I’ll walk you through the recent improvements we’ve made to our customer support, in addition to what is on the roadmap. monthly training webinars and ad-hoc training, as requested, and introduced a pilot Premiere Support Program to offer short term dedicated support for clients who may need a little extra help from time to time.

Training 83

Training Roadmap B2B Feedback 83

Totango

JANUARY 7, 2020

Every customer’s business goals are unique, but following the customer onboarding workflow strategies outlined below will help you ensure they are experiencing value: Complete a Comprehensive Sales Handover. However, you should never stop offering them more instruction on achieving maximum value.

How To 72

How To Roadmap Customers Meeting 72

ClientSuccess

MARCH 29, 2022

Don’t be afraid to look ahead to the future, add items and features to the roadmap, and build excitement for the partnership. You can learn more about building and executing the ultimate onboarding experience for customers with these additional resources from ClientSuccess : Webinar: Creating a Smooth Onboarding Experience.

Roadmap 52

Roadmap Feedback Survey Tips 52

ClientSuccess

MARCH 29, 2022

Don’t be afraid to look ahead to the future, add items and features to the roadmap, and build excitement for the partnership. You can learn more about building and executing the ultimate onboarding experience for customers with these additional resources from ClientSuccess : Webinar: Creating a Smooth Onboarding Experience.

Roadmap 52

Roadmap Feedback Survey Tips 52

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. Be sure to include the “how” in your roadmap in addition to the “what.” What the heck do those mean? That’s okay!

Customer Success 52

Customer Success Strategy Roadmap How To 52

Gainsight

APRIL 17, 2019

Organizations had to restructure to support higher velocity and more streamlined sales and marketing models. Modern CEOs at any moment can get a pulse on how Sales and Marketing are performing versus waiting for the end of the quarter. I meet with one to two feature teams a week to review their recent progress and the roadmap.

B2C 79

B2C Software Roadmap Meeting 79

DCX

JANUARY 14, 2025

Take a webinar. The CX Leader’s Guide to Organizational Buy-In is your playbook for ensuring that every department—customer service, sales, product, tech, finance, HR, and beyond—puts customers at the center of everything it does. Take bold, unexpected steps that only a human mind could dream up. Try a new tool.

Customer Experience 52

Customer Experience Social Media Chatbots Customer Journeys 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. The significance of this contribution underscores the increasing importance of emphasizing the role those trusted partners play in the post-sales customer experience.

Customer Success 52

Customer Success Effort Score Roadmap Customers 52