Ecrion

FEBRUARY 20, 2020

Key events in the buying process. The more your customer journey map includes, the better. Ask yourself why you’re creating a roadmap and what you hope to learn from it. To start, focus on your most common customer persona and follow their route when engaging with your brand. Buyer motivation. Service Blueprint.

Customer Journey Mapping 103

Customer Journey Mapping Customer Journey Touchpoint Roadmap 103

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 105

Contact Center Call Center 2027 Customer Satisfaction 105

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. Customer support events. Customer satisfaction surveys. Use B2B Customer Journey Touchpoints to Chart Your Map to CS Success. Product upgrades.

Touchpoint 122

Touchpoint Customer Journey B2B Customer Journey Mapping 122

Customer Bliss

AUGUST 11, 2016

Who does the customer call? Customer service? It is in these hand-offs that customer failures occur, in this customer Bermuda triangle that we’ve created. Simplify the roadmap for customers. Stop customer hot potato. He who speaks to the customer first should “own” the customer.

Customers 141

Customers Books Sales Roadmap 141

Gainsight

NOVEMBER 9, 2022

The event theme “Together, We’re Unstoppable” came to life at the opening keynote by Nick Mehta, CEO of Gainsight. Along with other Customer Success, Product, and Community leaders, it underscored the need to build durable growth — now, more than ever before. . Pulse Europe 2022 is here! That reason will always be your content.

2022 19

2022 Roadmap Customer Success Travel 19

BirdEye

JULY 15, 2024

Table of contents Birdeye View 2024: Event highlights Three dedicated tracks for businesses of all sizes Leveraging AI in local marketing Building on the success of Birdeye View 2023 Birdeye View 2024: A comprehensive learning experience Secure your spot now!

2024 59

2024 Social Media 2023 Events 59

ChurnZero

JUNE 15, 2023

Keep executives informed of successes, risks, and trends within the customer base. What hurdles do Customer Success teams encounter with product usage data? It can be difficult to justify why implementing a JavaScript snippet, for example, should take precedence over the product roadmap.

Events 96

Events Customer Success Insights Roadmap 96

ChurnZero

JULY 2, 2020

So prospects who are just browsing through our portal see how we interact with our customers and react to their feature requests. They see the thought leadership content and best practices we share with our customer base. The journey for many of our current customers actually started way before the day they became a customer.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

Amity

DECEMBER 14, 2016

Going through alerts of customers who aren’t using their account, sending out account renewal notices, responding to training requests and much more. We usually have an event or two we’re supporting, which means inviting local customers and spreading the word. Wednesday: We support customers all over the world, 24/7.

Customer Success 84

Customer Success Management Roadmap Events 84

Thematic

DECEMBER 5, 2018

It goes without saying, but your existing customers are much easier to market and sell to. Consider that usually, there are no huge customer acquisition costs associated with selling a new product or service to your existing customer base. Keeping existing customers allows for more sustainable growth.

Customer Retention 96

Customer Retention Competitive Advantage 2017 2014 96

Gainsight

OCTOBER 5, 2022

You’ll probably find that many portions of your customer base don’t actually require or even desire high touch customer success engagements, and a few digital touches like email or in-product messages can actually go a long way. Don’t be afraid to have fun with your customers. Durable relationships = durable growth.

Customer Relationships 59

Customer Relationships Roadmap Customer Success Sales 59

Amity

JANUARY 30, 2018

Throughout her career in Customer Success, she’s had the opportunity to try a couple of things and has picked up some life-saving best practices along the way. We invited Maheen to the Amity office to present at one of our monthly Customer Success events. Weak relationship building accounts for 16% of customer churn.

Customer Success 69

Customer Success Social Media Roadmap Sales 69

Retently

JULY 8, 2024

It’s like keeping the pulse of your customer base at all times. Period-Based Surveys : Instead of always-on surveys, this approach collects NPS data at specific intervals, giving a snapshot of customer sentiment at set points in time. The most common event for all businesses are post-support surveys.

Touchpoint 78

Touchpoint NPS Net Promoter Score Feedback 78

ChurnZero

JANUARY 8, 2021

In his new role at Hubb, Phillip will manage driving customer retention and engagement, overseeing profitable client expansion and growth, and developing strategic partnerships and alliances to support the event management ecosystem. Diane Gordon, Senior Vice President of Customer Success, Validity.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

Oracle

SEPTEMBER 19, 2018

Your Roadmap of the Future for Sales and Service. How do you build a loyal customer base? Loyalty can be fostered during every step of a customer’s journey, which means integrating your loyalty platform with other pieces of your CX stack is integral for seamless experiences. Visit the registration page.

2018 49

2018 Sales Roadmap Loyalty 49

Wootric

DECEMBER 21, 2018

We are helping them move toward the CX holy grail: unifying all of the “voices” of the customer in one analytics platform. . Insights from Wootric have given CX pros the support to gain cross-functional alignment behind improving the customer experience. We developed an NLP solution that is uniquely powerful.

2018 67

2018 E Commerce E-support 2019 67

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. They reveal pain points, areas for improvement, and opportunities to delight customers – whether it’s right after a purchase or a few weeks into product usage. For more complex or long-term products (e.g.,

Retail 109

Retail NPS Touchpoint Feedback 109

InteractionMetrics

FEBRUARY 20, 2025

The result is a clear roadmap to improvement for your company. And when you have an actual score instead of a gamed score, you can make decisions based on facts. You can also encourage your customer base to participate through gamification. Commit to Continuous Improvement Raising NPS isnt a one-off event.

NPS 52

NPS Net Promoter Score Customer Satisfaction Metrics 52

Retently

FEBRUARY 21, 2024

Understanding your marketing channels Having a clear understanding of your marketing channels is like having a roadmap to guide your marketing efforts. surveys can reveal which platforms or channels successfully engage your customers. Leverage positive feedback from surveys to build trust, credibility, and loyalty among customers.

Social Media 78

Social Media Advertising Events Insights 78

Gainsight

JUNE 11, 2021

Major Takeaways: Sales and Customer Success relationships can be filled with friction. But both teams should be working together to drive more revenue than attacking the customer base separately. Create alignment to generate more revenue for the organization, stronger partnerships, and provide a smoother customer experience.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

delighted

JUNE 6, 2024

Product questions Asking product-related questions can help inform your product roadmap and where to focus your development or design efforts. QR code surveys QR code surveys allow customers to quickly scan a code with their smartphone and complete a post-purchase survey. Where did you first learn about us? survey template here.

Retail 96

Retail Feedback Customer Satisfaction Customers 96

ChurnZero

SEPTEMBER 25, 2020

Since Customer Success teams’ daily work revolves around customers and their ever-evolving needs, formalizing the feedback process helps bring order and balance to the constant stream of incoming demands and requests. As a business, you can’t ignore revenue, but you also don’t want to discount customers based solely on size.

Customer Centricity 76

Customer Centricity Customer Success Roadmap Feedback 76

ChurnZero

FEBRUARY 26, 2021

“That’s been very effective and the best way we’ve gotten the customer voice into the roadmap for such a use case-based product,” says Amanda. Take the initiative to align on your product roadmap. That was years of friction between Product and Customer Success that was distilled into a few training sessions.

Customer Success 59

Customer Success Management Roadmap Feedback 59

Amity

JANUARY 30, 2019

A team of Customer Success Managers can be one of the most important considerations and impactful hires. CSMs are the bridge between your customers and the rest of your organization. They are the advocates of your customer base and provide critical feedback on your product, service and industry trends.

Customer Success 61

Customer Success Definition Customer Journey Customers 61

SurveyGizmo

DECEMBER 21, 2022

Past behaviors and mobile customer engagement history You don’t want to reach out to first-time customers and dedicated loyalty-club member s in the same way. Customer sentiment analysis gives you insight for your mobile marketing and product strategy, helping your dollars stretch further and your ROI increase.

Customer Engagement 52

Customer Engagement Feedback Engagement Roadmap 52

Gainsight

OCTOBER 7, 2019

Adoption across our customer base this year has been monumental—we’ve increased expansion bookings by 100% from last year. Unity technologies, ADP, and Slack are just some of our new Gainsight customers. Since the inaugural event, attendance has grown from 300 in 2013 to 5,500 in 2019.

Customer Success 13

Customer Success Customer Centricity Healthcare Events 13

Amity

OCTOBER 31, 2016

We were doing Customer Success without really thinking about it or calling it "customer success" I did that for a few years and as part of my role I happened to meet one of Uberflip's Co-Founders, Randy , at a marketing event in the city. The first one is Flipbooks based, and the other is Hubs based.

Customer Success 0

Customer Success Customers Definition Metrics 0

Gainsight

JULY 5, 2022

Every journey begins with a roadmap, and every business motion starts with a strategy. A CS ops professional or leader should be included in strategy discussions regarding a customer success strategy with both CS and business leaders. It is critical to measure CS because it indicates if your customer base is growing.

Roadmap 59

Roadmap Return on Investment Customer Journey Customer Success 59

CustomerSuccessBox

APRIL 18, 2022

Which again requires your customer base to be successful enough. As each current customer is a potential lead for a renewal event, an upsell or cross-sell, and a source of sales and marketing proof. CSMs capture desired outcomes and map journeys from the outside in, which directly influence the product roadmap.

Customer Success 52

Customer Success Customer Journey Roadmap Customers 52

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 52

Contact Center Call Center 2027 Customer Satisfaction 52

Retently

MARCH 5, 2024

It’s not just about the content of these emails but how they reflect your commitment to outstanding customer service, showing that you prioritize excellence in every interaction. Crafting responses that take into account the voice of the customer requires a thoughtful approach.

Feedback 139

Feedback Social Media Customer Satisfaction Loyalty 139

Gainsight

AUGUST 26, 2022

This year, for the first time ever, the focus of the event expanded beyond customer success to include speakers, sessions, and attendees from product and community. During author and investor Nir Eyal’s session, the Product professionals in attendance learned a huge lesson in how to use customer feedback to create sticky features.

2022 52

2022 Customer Journey Customer Success Roadmap 52

Solvvy

MAY 8, 2019

Thankfully for CX Manager Caroline Nolan, Brooklinen is taking measurable steps to improve customer relationships and is enabling its team to interact with customers in more impactful ways. How have you seen the role of Customer Support changing over the years? What’s the biggest trend you’ve seen?

Feedback 48

Feedback Roadmap Sales Technology 48

Pointillist

MAY 23, 2018

Prioritize the key CX opportunities identified in a high level customer journey map with leadership across organizational silos and use that as a starting point for creating a strategic roadmap for making changes. Trigger-based Engagement. email, SMS, outbound call) when they reached a defined point in their journey.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

CSM Practice

FEBRUARY 24, 2020

As discussed in the blog on customer health metrics, product usage metric defines an “active” user with specific value-based actions and clearly segments your customer base into different usage categories. Low feature usage marks signal a dire need for customer education campaigns or poor product fit.

Metrics 52

Metrics 2014 Customer Success Blog 52

CSM Practice

FEBRUARY 24, 2020

As discussed in the blog on customer health metrics, product usage metric defines an “active” user with specific value-based actions and clearly segments your customer base into different usage categories. Low feature usage marks signal a dire need for customer education campaigns or poor product fit.

Metrics 52

Metrics 2014 Customer Success Measurement 52

CSM Practice

FEBRUARY 24, 2020

As discussed in the blog on customer health metrics, product usage metric defines an “active” user with specific value-based actions and clearly segments your customer base into different usage categories. Low feature usage marks signal a dire need for customer education campaigns or poor product fit.

Metrics 52

Metrics 2014 Measurement Blog 52