Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. Leaders started seeing how their goals were supported by a stronger customer experience.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

eglobalis

OCTOBER 9, 2024

The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined. Will this new feature attract more business or improve customer retention? Will it enhance customer satisfaction and the overall experience?

Feedback 516

Feedback ROI Innovation B2B 516

Retently

MARCH 11, 2025

They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes. Their work directly impacts business growth by reducing complaints, improving support efficiency, and enhancing customer retention, they drive higher revenue and lower churn.

Management 115

Management Customer Experience Roadmap NPS 115

Integrity Solutions

APRIL 28, 2021

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? A 5-step roadmap to get you started. One of the key tenets of a customer retention strategy is that it relentlessly focuses on value creation.

Customer Retention 86

Customer Retention Net Promoter Score Customer Centricity Roadmap 86

InMoment XI

NOVEMBER 22, 2024

Retention Rate Retention rate tracks the percentage of customers who renew their subscriptions to your product over a specific period. It highlights the effectiveness of your customer retention and satisfaction efforts. These surveys work by engaging customers and responding to them in real-time.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

Thematic

DECEMBER 5, 2018

Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. So, let’s look at ways to reduce churn with customer retention analytics and why it’s important in the first place. What is customer retention? Why is customer retention important?

Customer Retention 96

Customer Retention Competitive Advantage 2017 2014 96

SurveySparrow

SEPTEMBER 4, 2020

We had recently hosted an Ask Me Anything event about creating product roadmaps which made us delve deeper into its importance. We found that you can utilize your roadmap to up your product strategy game, improve decision-making, and steer your business on the path to success! What is a product roadmap? Product roadmap process.

Roadmap 96

Roadmap Metrics User Experience Feedback 96

Totango

AUGUST 29, 2019

When you retain a customer, you’ve won a valuable patron who will be far likelier to want future sales or try new products. . So, don’t focus solely on hunting up one-time customers. Apply a few key customer retention optimization strategies to build deep, lasting customer relationships.

Customer Retention 88

Customer Retention Customer Journey Customer Centricity Customers 88

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? Escalation stage: Slow response time or weak communication to a support request.

Customer Retention 94

Customer Retention E-support Customers Customer Expectations 94

Customer Bliss

AUGUST 28, 2020

In our conversation, Aisling Hassell addressed the challenges of communicating effectively with your leadership team and your employees. We knew exactly we’re going to do we were delivering against this roadmap, which I talked about, and all of a sudden our world went off the pass. . Offset Anxiety Through Clarity of Vision.

Roadmap 323

Roadmap Customer Journey Mapping Leadership 2020 323

Experience Investigators by 360Connext

OCTOBER 17, 2023

And yet, leadership buy-in is a critical part of customer experience success. Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. Use some storytelling techniques here, too.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

InMoment XI

APRIL 9, 2025

Poor communication, staff changes, and resource constraints contribute to unpredictable revenue growth. Poor communication impacts the quality of data businesses feed into their forecasting models. Integrating AI into your product roadmap and establishing your topical authority through marketing will help you address a growing need.

Sales 195

Sales Competitive Advantage Omnichannel Social Media 195

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction. 1: Define your digital community’s needs.

Roadmap 52

Roadmap Competitive Advantage B2B 2024 52

Experience Investigators by 360Connext

JUNE 22, 2021

Those post-event surveys can also be a great place to look for what customers are missing. Are they asking for follow-up communication or training and not getting it? Time to set up more processes to close the loop with those customers. . Know the ideal customer journey. Seek feedback when a customer leaves.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

Thematic

MARCH 20, 2025

It used a structured customer insights approach to process over 20,000 customer comments in 90 days. Who needs access to insights—product teams, marketing, customer service, leadership? Define KPIs such as NPS, customer retention, support ticket resolution time, or revenue impact. Set measurable goals.

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

SurveySparrow

DECEMBER 29, 2023

An outstanding CX is the heart of customer retention and a key strategy for customer acquisition. 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?

Roadmap 52

Roadmap Net Promoter Score Customer Experience Customer Journey Mapping 52

CSM Practice

JUNE 24, 2021

How valuable is Customer Success’s input in creating a solid product roadmap?! In the past, companies relied solely on the product management team to build and drive roadmaps. Shifting the Product Roadmap Ownership to Customer Success. What is a product roadmap? Phase 1: Customer-Feature Impact Analysis.

Roadmap 59

Roadmap Customer Success Customer Centricity Presentation 59

GetFeedback

JUNE 3, 2019

Benefit 2: open up communication. Customer satisfaction questionnaires give your customers a direct channel to tell you how they feel about your product and your support offering. According to CMO Magazine customer spend grows alongside trust , after building the relationship. Benefit 4: increase customer retention.

Customer Satisfaction 170

Customer Satisfaction Magazine Customer Retention Customers 170

SurveySensum

OCTOBER 28, 2024

Customer Satisfaction (CSAT) Score While NPS tells you if customers will recommend you, CSAT shows you how satisfied they are with specific interactions. Keep an eye on these scores together to get a complete view of the customer journey. For instance, a customer reports a frustrating bug, leaving a low NPS score of 2.

NPS 52

NPS Loyalty Demo Customer Satisfaction 52

Retently

MARCH 17, 2025

Are customers struggling with a new checkout process? Ensure the offer terms are clear and well-communicated. Key Metrics to Include: CSAT/NPS Trends : Did customer satisfaction shift? Tracks how customer sentiment, retention, and support efficiency have evolved over time. Test the UX and optimize accordingly.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

SurveySparrow

JANUARY 14, 2020

Because there are plenty of options for your customers and a small slip from your side can make them leave you. This is why you need to have a customer retention plan in place. The importance of customer retention cannot be explained in one or two sentences. What is customer retention? Saves money.

Customer Retention 52

Customer Retention Feedback Loyalty Programs Roadmap 52

SurveySensum

DECEMBER 22, 2022

And that’s why 82% of companies say that retaining a customer is less expensive than acquiring a new one. That’s why focusing on customer retention is important and a lucrative VOC program helps you achieve it. . Let’s deep dive into this and understand how you can use the VOC program to improve customer retention.

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

Second to None

FEBRUARY 12, 2021

A roadmap enables your brand to immediately take action and define priorities and new initiatives to drive performance and sales. #2. You need an automated reporting system that can scale communication efficiently and effectively. Users can customize and adjust reporting according to their specific needs and priorities.

Communication 62

Communication Customer Experience Roadmap Feedback 62

Second to None

FEBRUARY 12, 2021

A roadmap enables your brand to immediately take action and define priorities and new initiatives to drive performance and sales. #2. You need an automated reporting system that can scale communication efficiently and effectively. Users can customize and adjust reporting according to their specific needs and priorities.

Communication 62

Communication Customer Experience Roadmap Feedback 62

Thematic

MARCH 30, 2025

For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs. When customer feedback becomes the foundation of your product roadmap, every update starts to hit closer to home.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Thematic

MARCH 30, 2025

Let customers know their feedback has been heard and that a solution is coming soon. Communicating that a fix is planned for the next quarter helps manage expectations. Don't let perfection be the enemy of progress: if a partial fix can help alleviate customer pain now, do it, and refine it later.

Feedback 62

Feedback Customer Centricity Culture Customers 62

InMoment XI

OCTOBER 10, 2023

By assessing the quality of customer service through CSAT, businesses can pinpoint areas that might be lacking. Whether it’s the responsiveness of the support team, the clarity of communication, or the resolution provided, CSAT scores shine a light on areas needing improvement.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

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

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Journey maps identify critical customer touchpoints , including offline and online channels and touchpoints. They’re all about the customer’s perspective, making them different from process maps or product roadmaps, for example. Teams often start with a general journey map that shows how customers typically engage with them.

Customer Journey Mapping 162

Customer Journey Mapping Customer Journey Multi-Channel Roadmap 162

Totango

DECEMBER 28, 2021

Here we’ll look at four proven strategies for reducing customer churn. They encompass how you manage your customer success team as well as how you interact with customers and incorporate customer data into your renewal process and product roadmap. Invest in Your Customer Success Team.

Net Promoter Score 102

Net Promoter Score Roadmap Seminar NPS 102

Retently

MARCH 10, 2022

Great customer success is perhaps the single greatest defense you have against high churn. Some of the areas where the churn rate is affected most significantly are during the Onboarding, Product Adoption, Customer Retention , and Product Expansion stages. Be transparent in your communication and don’t overpromise.

E-support 147

E-support Poor Customer Service Customer Success Customers 147

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. Focus more on your own people and teams.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Experience Investigators by 360Connext

AUGUST 22, 2023

That’s right: your customer experience is shaped whether you focus on it or not. Customer experience is the total relationship your customer has with your organization through communication, interactions, and transactions. Most importantly, it’s about how your customer feels about those experiences.

Customer Experience 143

Customer Experience Customers Feedback Customer Centricity 143

ProProfs Chat

MAY 24, 2019

To gain prominence in eCommerce, brands have to realize that there are two ways they can put this context into use: customer acquisition and customer retention. Emphasizing CLV – Roadmap to Success. 8 Ways to Increase the CLV of Your Customers. Encourage Customer Engagement via Email Marketing.

Social Media 100

Social Media E-support Customer Retention Telecommunications 100

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience. What Is Digital Experience?

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

Education Services Group

APRIL 25, 2021

CS Roadmap. A Customer Success roadmap is a detailed view of your organization’s goals as well as your plans for how you’ll reach those goals in the near and long term. Much like a business plan, your CS team needs a roadmap to organize the complexity of building a robust CS practice. Digital Communication.

Customer Success 91

Customer Success White Paper Roadmap Customer Journey Mapping 91

CustomerSuccessBox

MAY 17, 2021

So what are the proven hacks to driving customer retention ? Top 6 strategies/hacks to retain customers. Effective Communication. Segmenting Customers. So you’re growing and now want to scale up your customer retention and you’re contemplating automation. Effective Communication.

Customer Retention 52

Customer Retention Touchpoint Customer Success Customers 52