Alida

DECEMBER 7, 2018

Evolving retail proposition in a changing market. In today’s retail market, customer expectations are constantly evolving and new market entrants continue to disrupt the landscape. QVC identified the need to get closer to their customers to understand what they want and expect from a multi-channel retailer.

Customer Centricity 201

Customer Centricity Retail 2019 E Commerce 201

InMoment XI

JANUARY 25, 2024

Gartner defines this report as: “A Gartner Magic Quadrant is a culmination of research in a specific market, giving you a wide-angle view of the relative positions of the market’s competitors.”* The Magic Quadrant evaluates technology providers in a specific market based on their ability to execute and their completeness of vision.

Reference 195

Reference Roadmap Innovation Technology 195

Retently

JANUARY 19, 2023

Achieving the much-desirable product-market fit is the ultimate goal of any SaaS business. After all, it means that a company has identified its business niche, has found a profitable market, and has a product that is well-liked by customers – the true Promoters. Product-market fit (PMF) doesn’t happen overnight.

Measurement 157

Measurement Marketing 2007 Competitive Advantage 157

GetFeedback

JUNE 3, 2019

Fast-growing companies are constantly tweaking and shifting their strategies and products —A/B testing, trying new methods of delivery and experience, and even testing out marketing pitches based on the needs of different customers’ marketing personas. Benefit 4: increase customer retention.

Customer Satisfaction 170

Customer Satisfaction Magazine Customer Retention Customers 170

Retently

MARCH 17, 2025

Product Launch Performance : What were the most common customer questions about the new release? Marketing Campaign Impact : Did a recent ad increase ticket volume? product quality, unclear policies, or marketing misalignment). Are customers struggling with a new feature?). Shipping Performance : Did delays increase?

Insights 90

Insights NPS Metrics Customer Satisfaction 90

Thematic

MARCH 30, 2025

How to Use Data-Driven Customer Insights for Smarter Decisions For smarter business decisions, you need more than just raw data—you need actionable insights. Businesses can optimize marketing, improve customer experiences, and stay ahead of the competition by using data-driven customer insights.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Thematic

MARCH 20, 2025

They need a structured way to understand their customers, anticipate needs, and improve the user experience, so they need a customer insights framework. A customer insights framework means turning customer feedback into actionable strategies that improve product experience, marketing, and customer service.

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

BirdEye

DECEMBER 28, 2024

Restaurant SEO is a digital marketing strategy that will improve a restaurant’s visibility in search engine results, helping potential diners find the establishment more easily online. Wrong operating hours, old menu prices, or defunct phone numbers frustrate potential customers and damage trust.

Social Media 97

Social Media Books Demo Events 97

Optimove

DECEMBER 18, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: This blog delivers nine actionable insights for marketing executives at LATAM iGaming on leveraging data-driven marketing strategies to scale and compete effectively.

Sports 64

Sports Loyalty Programs Omnichannel ROI 64

InMoment XI

JANUARY 2, 2023

Increased competition in nearly every market is leading businesses of all types to search for ways to attract and retain their ideal customers. Customers have unprecedented access to information about products and services. Customers who are promoters score 9 or 10. What Is Customer Effort Score?

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

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. In addition, you can use the feedback to better define your audience and improve your go-to-market strategy.

Net Promoter Score 170

Net Promoter Score Customer Centricity Feedback Roadmap 170

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

InMoment XI

AUGUST 25, 2023

The scale of your CX program should align with your organization’s resources, goals, and customer base. The team designing your CX program should work closely with other departments, such as marketing and operations, to ensure that the CX teams in an organization are aligned and do not operate siloed from one another.

ROI 195

ROI Net Promoter Score Webinar Financial 195

Gainsight

DECEMBER 19, 2023

A carefully crafted customer journey is not static. They shift and change with your products, your markets and even your go-to-market strategy. 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.

Customer Journey 97

Customer Journey Customer Journey Mapping Roadmap Customers 97

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. An ever-expanding ecosystem of content that keeps people coming back for the latest news and insights.

Events 59

Events Customers Roadmap Article 59

Totango

NOVEMBER 21, 2024

Now, consider a global enterprise leveraging Unison’s custom model to get well ahead of churn risk, and discover new growth opportunities within their customer base, driving upsells and cross-sells while achieving measurable growth. With targeted interventions, they significantly reduce churn.

Customer Success 62

Customer Success Chief Customer Officer Roadmap Sales 62

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. VividCortex - Received $4.5M

Customer Base 51

Customer Base Roadmap Webinar Books 51

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

Talkdesk

DECEMBER 10, 2020

This assessment allows you to better understand your current state, identify which areas to improve and establish a CX strategy roadmap to reach your desired state.

Contact Center 115

Contact Center White Paper Transportation Roadmap 115

ChurnZero

FEBRUARY 21, 2022

That’s where a customer advisory board (CAB) can come into play. Cultivating a strong customer advisory board and implementing marketing strategies, like product-led growth , can send you well on your way to reaching new heights. What is a customer advisory board? Sharing first-hand insight into the customer experience.

Definition 98

Definition Loyalty Feedback Roadmap 98

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. Scaling with Systems.

Customer Success 91

Customer Success White Paper Roadmap Customer Journey Mapping 91

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

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. Start here if you want to learn about navigating the shift to customer-led growth, then stay tuned were going to keep talking about this.)

Brands 62

Brands 2024 Customer Success 2025 62

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

InMoment XI

DECEMBER 7, 2023

How to Measure Customer Experience Measuring customer experience is a strategic imperative that helps your company build strong, long-lasting relationships with your customers, stay competitive, and adapt to changing market dynamics. This is scored on a numeric scale.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

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 110

Retail NPS Touchpoint Feedback 110

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. Post-sales interactions, starting with the customer’s onboarding experience and continuing throughout their relationship with your brand. Customer service.

Touchpoint 122

Touchpoint Customer Journey B2B Customer Journey Mapping 122

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

Thematic

MARCH 26, 2025

" And that’s not in product development; customer feedback is important even in other departments—marketing, customer support, and more. Customer feedback isn’t just limited to surveys. However, the company’s current marketing campaigns emphasize its advanced features.

Feedback 62

Feedback Social Media Customers E-support 62

Kayako

MARCH 9, 2017

“Product testing helps me to understand the process of the Engineering team in deciding the roadmap. Every support staff member thinks engineers work at their own convenience, and every engineer thinks support can’t explain things properly to customers. Combining technical knowledge with writing skills will be professional gold dust.

Customer Service 82

Customer Service Document Webinar Roadmap 82

Wootric

NOVEMBER 4, 2020

Welcome to the “Age of the Customer.” Increased competition in nearly every market is leading businesses of all types to search for ways to attract and retain their ideal customers. Through technology, customers have unprecedented access to information about products and services. What is Customer Effort Score?

NPS 122

NPS Net Promoter Score Metrics Effort Score 122

Gainsight

OCTOBER 11, 2022

As the technology market enters a new phase, SaaS leaders face a challenge: how to grow their businesses efficiently. A well-oiled customer success (CS) machine that drives Net Revenue Retention (NRR). . SaaS organizations must align their teams around customer outcomes, and scale their CS team’s efforts with the utmost efficiency.

2022 52

2022 Customer Success Management Marketing 52

Retently

MARCH 10, 2022

If you set the right pace, opt for straightforward communication and are proactive in your attempts to convert simple features into business benefits, it will definitely add up to your long-term customer base. . Only one out of 26 unhappy customers will actually voice his dissatisfaction, the rest will simply churn.

E-support 147

E-support Poor Customer Service Customer Success Customers 147

BirdEye

MAY 30, 2023

Maybe you see a competitor running a first-rate marketing campaign that places them top of mind among customers. You can use competitive benchmarking to compare their market research strategy to your own. Gain insights into industry trends In a constantly-evolving business market, seeing the big picture can be tough.

Social Media 98

Social Media Metrics Advertising Measurement 98

Customer Bliss

AUGUST 11, 2016

This is not the kind of growth harvested through acquisition and marketing campaigns. Beloved companies nurture organic customer growth through developing zealot customers who come back for more and who recommend their organization to everyone they know. . Customers defect. Who does the customer call? Operations?

Customers 141

Customers Books Sales Roadmap 141

Oracle

JUNE 22, 2018

Having a great customer experience (CX) isn’t just for big brands. When a small- or medium-sized business (SMB) creates a CX roadmap, they differentiate themselves from the competition and win customer loyalty. ” SMBs have an opportunity to find an unmet need in the market, and solve that need in a unique way.

Fashion 71

Fashion Social Media Roadmap Retail 71

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. Customer Success Around the Web.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Customer Success 97