8x8

FEBRUARY 21, 2019

This roadmap will get you started on the road to success. As you find these problematic areas, collaborative performance management enables you to send a message to an agent within the application, creating a back-and-forth dialogue to resolve the issue. Reach out to your customers, too. Identify Participants and Roles.

Roadmap 85

Roadmap Net Promoter Score Contact Center Document 85

delighted

NOVEMBER 3, 2022

This is a guest contribution post by Christopher Beck, Senior Product Manager at GoodRX. If you want to create a great product that your customers will love (and continue to buy), you first need a great product roadmap. Haven’t built or managed a product roadmap before? What is a product roadmap?

Roadmap 89

Roadmap Effort Score Management Feedback 89

Customer Bliss

MAY 5, 2015

To make sure your customer experience work stays on track, you need to constantly manage these seven inhibitors of customer experience success: Inhibitor 1: Starting with a Mantra, Not an Action Plan . Aligns database management (since the stages of the experience interrelate to one another).

Customer Experience 189

Customer Experience Net Promoter Score Roadmap Metrics 189

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

Managing a unified presence across all these platforms requires systematic approaches and consistent attention. Staying current with these changes while managing daily restaurant operations is challenging. The more potential customers hear about your business, the more likely they are to click on your site/profile on Google.

Social Media 97

Social Media Books Demo Events 97

Totango

NOVEMBER 21, 2024

Despite their critical roles, customer success teams face the daunting task of managing vast data from customer interactions. Conclusion Totango Unison represents a significant leap in customer success and post-sales roles. Extracting actionable insights from this sea of information is often cumbersome.

Customer Success 62

Customer Success Chief Customer Officer Roadmap Sales 62

Retently

MARCH 17, 2025

Some reports get ignored because they track the wrong things, while others fail to connect the dots between customer issues and business impact. Tracks customer pain points in real-time. For example, if 20+ customers ask about product sizing, the website may need clearer information. Test the UX and optimize accordingly.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

GetFeedback

MAY 4, 2018

Rather than working off assumptions, talk to your support agents, your sales reps, and anyone else who has first-hand experience with customers. Get their take before you develop new features and plan the product roadmap. There are plenty of tried-and-true methods for managing feature requests. Host focus groups.

Net Promoter Score 170

Net Promoter Score Customer Centricity Feedback Roadmap 170

Bold360

APRIL 6, 2021

With a clear view from the frontlines of what Bold360 customers have been experiencing, Customer Relationship Manager Shai Horstock explains the shift enterprises have had to make in order to become nimbler, a change that won’t (and shouldn’t) go back to the pre-pandemic normal. Now, responsiveness rules the day.

Roadmap 52

Roadmap E Commerce Telecommunications Customer Relationship Management 52

Gainsight

SEPTEMBER 1, 2022

To be sure, Product Managers spend a lot of time deciding which features need to be added to their product. But with multiple products and new urgent bugs and features to manage daily, it can be hard to focus on an organization’s bigger vision. And it addresses what’s coming next to best meet customers’ needs.

Roadmap 52

Roadmap Net Promoter Score Document Metrics 52

InMoment XI

AUGUST 25, 2023

The scale of your CX program should align with your organization’s resources, goals, and customer base. They have managed to align their CX strategies closely with their business goals, providing a roadmap for other organizations aiming for similar success. If your program is too small, it may not move the needle at all.

ROI 195

ROI Net Promoter Score Webinar Financial 195

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. Tight data integration is imperative to this process, ensuring that vital customer information is accessible and actionable across different teams.

Customer Journey 97

Customer Journey Customer Journey Mapping Roadmap Customers 97

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. Customer-centered management is straightforward business sense. Business Sense.

Management 69

Management Customer Experience Management Books Financial 69

Thematic

MARCH 20, 2025

Build better products by prioritizing features customers actually want. Ensure that product managers, marketers, and customer service teams use insights to refine their strategies. Test new features or messaging based on feedback before a full rollout. Just look at Atom Bank. Share insights with key teams.

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

Thematic

MARCH 30, 2025

Leveraging Real-Time Analytics for Agility Let’s say you’re managing an e-commerce business during the peak holiday season. Without real-time visibility, you’d likely discover this too late—after customer frustration has gone public and returns flood in. Now, add generative AI to the mix.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

InMoment XI

OCTOBER 10, 2023

This ensures that businesses can maintain a consistently high level of service, fostering trust and loyalty among their customer base. Customer Effort Score (CES) While satisfaction is vital, so is the ease of the customer experience. They begin to view challenges not as roadblocks but as opportunities for growth.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Amity

MAY 4, 2016

SaaS Tattler Issue 83 - Tools to Support Your Growing Customer Base. Yes, we recognize that some companies are a bit premature for a Customer Success Platform. However, that shouldn’t stop them from making their customers successful. Tools of the trade: Apps for customer success. Source: CrunchBase ).

Customer Base 51

Customer Base Roadmap Webinar Books 51

InMoment XI

JANUARY 2, 2023

What Is Customer Experience? Customer experience ( CX ) is the cumulative impact of every touchpoint throughout the customer journey. Net Promoter Score (NPS) is a CX metric that surveys customers based on one question: “On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?”

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Gainsight

APRIL 11, 2025

A culture of belonging that fosters a sense of ownership among the customer base. Communities work best when they become specialized settings that are transparent, secure, and productive for customers. How will product feedback be managed? The right community management platform will make that easy.

Events 52

Events Customers Roadmap Article 52

Gainsight

JANUARY 17, 2020

How do you prioritize what feedback gets incorporated into the product roadmap? Read on to learn how these six product professionals listen and act on customer feedback. 6 Customer Feedback Processes from Product Management Experts. Q: How do you prioritize what feedback gets incorporated into the product roadmap?

Feedback 117

Feedback Roadmap Demo ROI 117

Education Services Group

APRIL 25, 2021

Even if you’re in the earliest stages of Customer Success, you can start implementing (nearly) any of the 17 capabilities right off the bat. You might start with a fantastic human capital management program for your CS team. As a Customer Success leader, you’re probably working on all of these capabilities all of the time.

Customer Success 91

Customer Success White Paper Roadmap Customer Journey Mapping 91

Talkdesk

DECEMBER 10, 2020

the investment, resources and change management) of executing this project. Perform a maturity model assessment to evaluate your CX across nine core areas — such as knowledge management, quality assurance and channel options — and map your CX maturity into one of four stages: beginning, developing, maturing and optimizing.

Contact Center 115

Contact Center White Paper Transportation Roadmap 115

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

Amity

DECEMBER 14, 2016

Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. There are even more functions beyond those, but the point is: customer success is still being defined. We focus on sync, advanced prototyping, security, team management and much more. 2-4pm Work time. 8-9am COFFEE.

Customer Success 84

Customer Success Management Roadmap Events 84

ChurnZero

FEBRUARY 26, 2021

Director of Customer Success at Nylas explains that since they have a highly technical product, their customers often benefit from talking directly to Product Managers who help facilitate conversations around more complex and painful customer issues. Take the initiative to align on your product roadmap.

Customer Success 59

Customer Success Management Roadmap Feedback 59

Totango

FEBRUARY 12, 2025

That means we spent the last year deeply listening to our customers to ensure we deliver on the promise we made, while also focusing on the future to ensure our innovations keep up with their needs. In fact, when we previewed the new brand identity with our Customer Advisory Board, one executive said he was glad to see we kept some green!)

Brands 62

Brands 2024 Customer Success 2025 62

TechSee

MARCH 2, 2023

An AI provider may be required to tailor their solution to your industry, use case, customer base, and internal processes. It helps if the partner or AI provider has worked with clients with similar infrastructure and business objectives, as this should deliver a more manageable transition period. If so, how?

Roadmap 109

Roadmap ROI Technology Customer Success 109

Talkdesk

MARCH 12, 2020

Humach delivers a differentiated combination of AI-powered digital agents with humans-in-the-loop to remove friction in the customer journey. Managing this intersection is Jennifer Lundberg’s primary role, and she’s done it for organizations of all types: “I think if you can come up with a function for contact centers, we cover it.”.

Omnichannel 60

Omnichannel Customer Journey Contact Center Management 60

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

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Ultimately, success in turning a new leaf depends on getting your hooks into manageable steps that resolve past weaknesses to propel your growth. Voice of the Customer — resolve to drive action company-wide.

2017 81

2017 Customer Experience Workshop Customer Journey Mapping 81

Gainsight

OCTOBER 11, 2022

SaaS organizations must align their teams around customer outcomes, and scale their CS team’s efforts with the utmost efficiency. To do this, CS leaders should operationalize CSM motions through a robust customer success management platform. . Why a Customer Success Management Platform? .

2022 52

2022 Customer Success Management Marketing 52

Gainsight

MARCH 19, 2025

Revenue growth requires sustainable strategies centered around existing customers. And no organization has a stronger connection to existing customers than Customer Success. Prioritize Expansion The conversation about cost doesnt begin and end at the amount customers pay to adopt a solution.

2025 52

2025 Roadmap Sales Customer Success 52

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. How can I fix it?

Contact Center 65

Contact Center Management Call Center Download 65

Retently

MARCH 10, 2022

To combat these areas, you need to influence the Customer Attraction, Engagement, Trial, and Conversion stages of your customer relationship. This means that by developing a strong Customer Success team, you directly impact 53% of all causes of churn— and positively influence the other 47%!

E-support 147

E-support Poor Customer Service Customer Success Customers 147

Alida

NOVEMBER 8, 2017

Beyond professional services and customer success, you also have experience in product management, education, support and consulting. How did you come to focus on customer-centric roles? I was (and always will be) customer first. Day in and day out, I managed the relationship with our IT vendors.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

ChurnZero

JULY 2, 2021

Over time, your customer base becomes more diverse and has more opportunities to churn. Example: Your business enters January with 100 customers. Your business exits January with two churned customers. You agree to more one-off product enhancements and take on more custom work. Customer Success Around the Web.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Customer Success 97

Gainsight

NOVEMBER 9, 2022

We’ve said for a while that investing in Customer Success is the key to increased NRR, but Mehta encouraged everyone at Pulse to think about their investment in their customers as more than just their customer success manager headcount. It’s an investment in your toolkit for efficient, durable growth. . Let’s take a look.

2022 19

2022 Roadmap Customer Success Travel 19