Customer Bliss

MAY 5, 2015

Align databases to manage customer data – and knowing the value of the customer asset. Engage leaders to connect with customers by personally calling them. Teach the organization how to work together across the silos to solve and improving one (or two) customer experiences end-to-end.

Customer Experience 189

Customer Experience Net Promoter Score Roadmap Metrics 189

Alida

DECEMBER 7, 2018

In order to survive, they need to ask themselves the fundamental question: “how can I serve my customers better?” ” QVC is a leading video and e-commerce retailer, engaging with millions of shoppers every day. We caught up with their insights team on their priorities for 2019.

Customer Centricity 201

Customer Centricity Retail 2019 E Commerce 201

Experience Investigators by 360Connext

JULY 17, 2024

The C-Suite heard her desire to understand customers better, but they couldn’t see HOW that exercise would benefit the company, exactly. They were proud of themselves for reviewing customer feedback dashboards and leaning into the idea of providing a world-class experience for customers. They love us. No worries here.

Customer Journey Mapping 143

Customer Journey Mapping Customer Journey Information Roadmap 143

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 Experience Customer Journey Mapping 52

BirdEye

DECEMBER 28, 2024

Build an engaging website An engaging restaurant website combines visual appeal with practical functionality. Share user-generated content from satisfied customers to build social proof. Create engaging posts about daily specials, events, and promotions. Ensure seamless handoff to human staff for complex inquiries.

Social Media 97

Social Media Books Demo Events 97

InMoment XI

JANUARY 25, 2024

Ability to Execute summarizes factors such as the vendor’s financial viability, market responsiveness, product development, sales channels, and customer base.”** These insights aid in a comprehensive evaluation. Ask about their roadmap and how they plan to enhance both their ability to execute and completeness of vision.

Reference 195

Reference Roadmap Innovation Technology 195

GetFeedback

MAY 4, 2018

Luckily, reconnecting with customers isn’t all that hard. Here are some simple tips on re-engaging your end users and building a customer-centric product strategy. Collaborate with customer-facing employees. Get their take before you develop new features and plan the product roadmap. Host focus groups.

Net Promoter Score 170

Net Promoter Score Customer Centricity Feedback Roadmap 170

Optimove

DECEMBER 18, 2024

It draws lessons from Europe’s advanced operators to help LATAM marketers optimize player engagement, improve retention, and ensure relevance through personalized campaigns. This post offers a clear roadmap for using analytics to drive sustainable growth in a burgeoning market.

Sports 64

Sports Loyalty Programs Omnichannel ROI 64

Retently

MARCH 17, 2025

Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

GetFeedback

JUNE 3, 2019

Customer satisfaction questionnaires, also known as Customer Satisfaction Score (CSAT) surveys , keep your customers engaged with your brand, keep them feeling invested in their experience, and keeps them from churning away. Benefit 4: increase customer retention. But only if you use them correctly.

Customer Satisfaction 170

Customer Satisfaction Magazine Customer Retention Customers 170

Totango

NOVEMBER 21, 2024

Real-World Impact Imagine a customer success team using Unison to analyze engagement metrics and identify dissatisfied customers early. Conclusion Totango Unison represents a significant leap in customer success and post-sales roles. With targeted interventions, they significantly reduce churn.

Customer Success 62

Customer Success Chief Customer Officer Roadmap Sales 62

Thematic

MARCH 20, 2025

Build better products by prioritizing features customers actually want. As you can see, a well-built customer insights framework helps businesses: cut through the noise, focus on what truly matters, and ensure customer feedback directly influences business success. Regularly update data sources to reflect new customer needs.

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

Bold360

APRIL 6, 2021

“Enterprises now want to move in faster development cycles and gain quick wins for their customer engagement,” says Horstock. They want to see how initiatives develop, how their customers respond, and then keep developing the initiative based on that customer feedback. Engagement That’s Scalable and Flexible.

Roadmap 52

Roadmap E Commerce Telecommunications Customer Relationship Management 52

Thematic

MARCH 30, 2025

A strong customer insights framework groups customers based on behavior, preferences, or lifecycle stage—and then delivers tailored experiences to each group. Here’s what behavioral analytics can reveal: Are customers dropping off at checkout? Re-engage before they churn. Remove obstacles.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

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. And it addresses what’s coming next to best meet customers’ needs. Why base them on data that will quickly become outdated? A roadmap to revenue growth.

Roadmap 52

Roadmap Net Promoter Score Document Metrics 52

Education Services Group

APRIL 25, 2021

Or, you might be squarely in the Operationalize phase but still have to work to do on your customer segmentation or engagement models. As a Customer Success leader, you’re probably working on all of these capabilities all of the time. CS Roadmap. I could write an entire white paper on Customer Success monetization.

Customer Success 91

Customer Success White Paper Roadmap Customer Journey Mapping 91

InMoment XI

OCTOBER 10, 2023

On the other hand, customer service metrics dive deep into the intricacies of customer interactions. They are the magnifying glass that reveals the finer details of how a business engages with its customers. Customer Effort Score (CES) While satisfaction is vital, so is the ease of the customer experience.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Retently

OCTOBER 23, 2024

It’s no longer enough to just sell a product; stores must engage with their audience at every step of the buyer’s lifecycle to ensure an exceptional customer experience. While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way.

Retail 109

Retail NPS Touchpoint Feedback 109

Gainsight

DECEMBER 19, 2023

Creating Common Points Along Your Customer Journey Maps At the core of Comeet’s customer growth strategy is a unique approach to how they map out their customer journey. Realized Value and Future Roadmap The tangible benefits of Comeet’s revamped customer journey are evident.

Customer Journey 97

Customer Journey Customer Journey Mapping Roadmap Customers 97

CustomerSuccessBox

AUGUST 31, 2021

In a SaaS, measuring customer engagement allow you to get a comprehensive look at how your customer feels about your product. Most importantly, It also tells the likelihood of the customer turning into a long-term user. This is where a SaaS Customer Engagement model as an organizational process comes into the picture.

Customer Focused 59

Customer Focused Engagement Net Promoter Score Customer Success 59

SurveyGizmo

DECEMBER 21, 2022

Instead, let’s cut right to the chase: Retargeting the right customers at the right time and in the right place is the ultimate key to driving mobile customer engagement. Now, it might sound like common sense to say, “just retarget your customers to boost engagement,” but let’s break down what this actually means.

Customer Engagement 52

Customer Engagement Feedback Engagement Roadmap 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. Performance.

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

Gainsight

JANUARY 17, 2020

So we asked 10 experts the following questions to learn more about how they collect and prioritze customer feedback: What are some of the effective ways you collect feedback? How do you work with your customer-facing teams to gather feedback? How do you prioritize what feedback gets incorporated into the product roadmap?

Feedback 117

Feedback Roadmap Demo ROI 117

Ecrion

FEBRUARY 20, 2020

Ask yourself why you’re creating a roadmap and what you hope to learn from it. This information is then used to create a visual diagram of the customer journey – also known as the map. Tap Into Current Customers. The best way to gain insight into the customer journey is to survey current customers.

Customer Journey Mapping 103

Customer Journey Mapping Customer Journey Touchpoint Roadmap 103

Retently

MARCH 10, 2022

The other causes of customer churn lie in different stages of your customer’s relationship with you. To combat these areas, you need to influence the Customer Attraction, Engagement, Trial, and Conversion stages of your customer relationship. Poor onboarding results in 23% of the average customer churn. .

E-support 147

E-support Poor Customer Service Customer Success Customers 147

Gainsight

MARCH 19, 2025

CSMs are the strongest connection between the customers needs and your companys product suite.The most effective ways to leverage CS teams to drive expansion are: Land-and-expand : Create small teams of Sales reps and CSMs and assign them the goal of landing smaller contracts, with the intent to expand their product use.

2025 52

2025 Roadmap Sales Customer Success 52

ChurnZero

AUGUST 18, 2020

Yet, despite this new mutual-success dependency, many businesses still rely on traditional customer engagement approaches. Whitehead shows us how to use this modern framework to: Engage your customers with confidence and get them to take actions that drive growth. We wish this was on your roadmap, and it’s not.

Customer Engagement 98

Customer Engagement Engagement Customer Success Reference 98

Gainsight

AUGUST 4, 2022

The trick is to create a customer experience that matches the product experience in terms of value and relevancy. Remember that your product experience is the journey your customer goes through within your product. The customer experience includes interactions pre-purchase and post-purchase. .

Customer Experience 64

Customer Experience Roadmap Social Media Feedback 64

Education Services Group

MAY 28, 2021

If they share the management of the customer relationship with the CSM during the sales process, the CSM can help support the customer early on and even assist in a quicker sales conversion. Be sure to tap each one to get a full picture of the customer’s larger objectives and how to prioritize each one.

Customer Success 98

Customer Success Document Sales Customers 98

ChurnZero

MARCH 22, 2023

Breaking your customer base into segments does two things: It aligns your customer journey with the needs of each customer group, and it keeps your CS costs aligned with the revenue that each group generates. Both the customer experience and cost control are key parts of a solid success program.

Customer Success 97

Customer Success Touchpoint Financial Customer Journey 97

ClearAction

DECEMBER 31, 2016

Your offering can take the winner’s stand in this path by creating a hand-in-glove sensation for customers. Repurchase and engagement are natural when you help customers achieve their aim. Customer Loyalty/Retention — resolve to earn trust. Voice of the Customer — resolve to drive action company-wide.

2017 81

2017 Customer Experience Workshop Customer Journey Mapping 81

ChurnZero

JULY 2, 2020

During the webinar, Abby and Robin shared their firsthand experience on building customer-first organizations from the ground up as well as covering: How to structure your teams to better serve the customer. What processes should be put in place to drive customer engagement and adoption. Well, were they ever engaged?

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

Integrity Solutions

JUNE 10, 2024

Most sales leaders today recognize this isn’t a sustainable way to develop business and cultivate a long-term customer base. Buyers can detect the hard sell from a mile away, and that overbearing pushiness only ends up pushing customers to the competition while leaving the company’s reputation tarnished.

Sales 107

Sales Customers Books Engagement 107

Gainsight

NOVEMBER 9, 2022

Go on offense : Promote greater collaboration between your sales and success teams to unlock the expansion potential of your install base. . Scale through digital : Digital-led CS should no longer be viewed as a segmentation strategy but instead to target your entire customer base with a digital-led program. de Vries said.

2022 19

2022 Roadmap Customer Success Travel 19

Thematic

MARCH 26, 2025

The feedback comes from an engaged or relevant source Feedback from paying customers, repeat users, or high-value clients carries more weight than random, unverified opinions. The feedback is provided in a moment of genuine engagement Timely feedback is more accurate, allowing businesses to act before issues escalate.

Feedback 62

Feedback Social Media Customers E-support 62

ChurnZero

JULY 2, 2021

Over time, your customer base becomes more diverse and has more opportunities to churn. You agree to more one-off product enhancements and take on more custom work. But SaaS companies can get majorly derailed when they deviate too far too often from their product roadmap. Invest in data, especially customer health scores.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Customer Success 97

Alida

NOVEMBER 8, 2017

I was determined to change the vendor-customer relationship one company at a time—although it was quite the lofty goal. I’m incredibly grateful for the relationships I’ve built during my career with my customers based on the same ideals I witnessed in that workshop almost 20 years ago.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50