Retently

AUGUST 23, 2023

It’s like having a roadmap to your growth strategy. There is no need to go through lengthy reports or complex data presentations. Great B2B companies revolve around teamwork, both between your team members and your team and its clients. NPS identifies not just the happy clients but also pinpoints the areas needing improvement.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

Optimove

OCTOBER 21, 2021

Because you don’t want your competition to have this advantage over you, we present you with a list of smart marketers’ questions and what they look for when evaluating marketing technology vendors. Buyer Demand #2: A roadmap for solution maximization.

Brands 59

Brands Roadmap Competitive Advantage Measurement 59

ChurnZero

FEBRUARY 26, 2021

But to create a stronger working relationship with Product , Sana recommends using a thematic approach to collect customer feedback that prioritizes broader customer pain points instead of one-off stories. Take the initiative to align on your product roadmap. Sales is driven by the latter, but Product is driven by the former.

Customer Success 59

Customer Success Management Roadmap Feedback 59

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 108

Sales Customers Books Engagement 108

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

ViiBE Blog

OCTOBER 28, 2021

Digital aspects have taken a significant role in marketing and it is essential for a company to understand its customers better in order to provide them with the best possible experience. Together, these elements will enhance customers’ experiences while interacting with the brand or product. What is digital CX?

Social Media 52

Social Media 2023 Roadmap E-support 52

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. Communicate your product roadmap regularly.

Customer Success 69

Customer Success Social Media Roadmap Sales 69

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 155

Feedback Social Media Customer Satisfaction Loyalty 155

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

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 59

Customer Success Touchpoint Financial Customer Journey 59

Amity

OCTOBER 31, 2016

We know that to have hockey stick growth, we need to start with Customer Success. When I came on board, we had a very large customer base split up between a team of three. Today, we have 1,400 customers split between a team of 12, but that still poses challenges. The challenge from day 1 was scale.

Customer Success 0

Customer Success Customers Definition Metrics 0

Amity

DECEMBER 14, 2016

This doesn’t happen everyday but today is an early one: I have a 7am call with a customer in India. The customer’s team is growing and they want to add more seats to the account. I’ve looped in the account executive to be present on the call. I love connecting my customers with our product team.

Customer Success 84

Customer Success Management Roadmap Events 84

OpinionLab

MARCH 12, 2015

But if your approach is to merely review what people are saying on your site, you’ll most likely fall into one of the following mindsets: We don’t get enough feedback on the site to be representative of our customer base. If you’re not currently deploying a VOC technology, you should consider putting that on your roadmap for 2015.

Voice of Customer 68

Voice of Customer Multi-Channel Feedback Hotels 68

Gainsight

DECEMBER 21, 2023

Early-stage companies have started to create a decent customer base. However, they’re constantly iterating—the product roadmap is in flux, and the customer base is in flux. The earlier you bring in Customer Success , the easier it is to tackle those challenges.

2023 52

2023 Customer Success Culture Roadmap 52

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 139

Retail NPS Touchpoint Feedback 139

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. Lastly, their communication skills must be prominently present by leading cross-functional alignment.

Roadmap 59

Roadmap Return on Investment Customer Journey Customer Success 59

SurveySparrow

JUNE 20, 2023

What is a Customer Experience Dashboard Imagine having all the critical information about your customers at your fingertips, presented in a visually appealing and user-friendly way. That’s precisely what a Customer Experience Dashboard is. Excited to know what a CX Dashboard gives?

Insights 52

Insights Net Promoter Score Customer Experience Social Media 52

ClearAction

APRIL 17, 2019

A metric for this is described in the book Return on Customer 5 which advocates calculating your firm’s current-period cash flow from its customers, plus any changes in the underlying customer equity, divided by the total customer equity at the beginning of the period. 3 Putting Customers First: If Not You, Who?

Management 69

Management Customer Experience Management Books Financial 69

Gainsight

AUGUST 26, 2022

In their presentation, they explained that in order to build a company that can withstand the changes in the market, Product and Customer Success teams need to work together. Map your user journey toward designated outcomes based on stage, objective, and role.” Durable growth requires collaborative efforts from Product and CS.

2022 52

2022 Customer Journey Customer Success Roadmap 52

CSM Magazine

FEBRUARY 15, 2022

Providing a better customer experience will convert your potential customer into a committed client. Understand Their Needs : Understanding your customer base, their needs, and possible wants is the first thing you need to focus your attention on. Presentation: actively present your expertise to assist the client.

Roadmap 52

Roadmap Sales Presentation Reference 52

CSM Magazine

APRIL 24, 2020

Here you will get a stepwise presentation of tips for effective writing. The plan helps an organization to run its business by describing how employees ought to interact with customers. As you write your CRM plan for a specific company, you have to understand that the goals of the firm have to match the customer needs.

Customer Relationship Management 52

Customer Relationship Management Customer Relationships Roadmap Presentation 52

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. Uncovering expansion potential.

Events 96

Events Customer Success Insights Roadmap 96

Gainsight

JANUARY 30, 2023

Simply enlarging your customer base year over year is no longer a viable business model. Now, companies that want to survive—and thrive—are focused on maximizing revenue from their existing customer base. Gone are the days when growth at any cost was the most reliable road to success.

E-support 52

E-support NPS Roadmap Engagement 52

delighted

DECEMBER 10, 2019

Understanding how ROX works and the importance of mapping enhanced customer experience to your business’ operating objectives can help you present a strong case for why measuring, managing, and acting on customer insights benefit your brand in some surprising ways. Expected Customer Experience (CX) impact on loyalty.

ROI 40

ROI Measurement Customer Experience Metrics 40

SurveySparrow

AUGUST 28, 2023

Personalization and Recommendations By leveraging data analytics and AI, brands can personalize the customer journey. They can offer tailored product recommendations, content, and solutions based on a customer’s preferences and behaviors. A lack of payment options or security concerns can also contribute to friction.

Connections 52

Connections Customer Experience Multi-Channel Social Media 52

ChurnZero

APRIL 27, 2023

The respective directors of the customer success team and the product team were really going at it. The meeting we were in was supposed to be a forum where the two teams could trade notes and collaborate on the product roadmap. As a CS leader, sit down with your CSMs to review the different features their customers have requested.

Customer Success 52

Customer Success Management Roadmap Feedback 52

West Monroe

AUGUST 13, 2024

The result is a better customer and member experience, operational efficiencies, and the ability to bring products to market quickly. While the transition presents challenges, the long-term benefits in terms of cost reduction, improved customer experience, and new growth opportunities far outweigh the initial investment.

Banking 52

Banking Financial Innovation Retail 52

SurveySparrow

NOVEMBER 25, 2022

All in all, it’s a ticketing system loaded with quality features to support your online customer base, and worth trying. #4 Consistent customer support is tough when employees use a shared inbox with extensions to communicate with all present and potential customers. Customer Service Roadmap.

2023 52

2023 Multi-Channel Roadmap Customer Journey Mapping 52

Pointillist

SEPTEMBER 26, 2018

NPS can guide your product roadmap as an input for prioritization of new features and other potential product improvements, so that they are better aligned with customer requirements. Customer journey analytics can also segment customers based on their pattern of behavior and interaction with your company.

Metrics 65

Metrics Net Promoter Score Customer Experience NPS 65

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. All of that, on top of the fact that we’ve seen it firsthand in terms of market demand.

Customer Success 13

Customer Success Customer Centricity Healthcare Events 13

SurveySensum

JULY 11, 2023

Finally, your burger arrives, perfectly cooked and beautifully presented. This delightful experience, my friend, is what we call customer experience (CX). Here’s how you can do it – Collect relevant customer data to understand their preferences and needs. You leave the restaurant with a big grin on your face.

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

CustomerSuccessBox

JUNE 8, 2021

Interact with existing customers to identify pain points, prioritize business opportunities, and productize solutions to ensure customer success. Effectively communicate customer learnings to the sales and product team to help direct the roadmap of the company. Clarify ownership for each part of the customer journey.

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

Education Services Group

DECEMBER 13, 2021

ESM: I’ve spent most of my career on the sales side in technology solutions, but I realized that my strengths are how I can empathize and communicate effectively with my customers and how I inherently love to research to find the answers or simplify things for them. OS: Your first presentation is likely new to the customer.

Customer Success 52

Customer Success Wireless Books Technology 52

SurveySparrow

SEPTEMBER 6, 2019

The simplest formula for Customer Lifetime Value that anyone with technical knowledge can understand is this: Customer Lifetime Value = Customer’ spend – Cost of acquiring – the cost of marketing – the cost of serving the customer. But the answer to the same is right in front of you- your customers.

Social Media 51

Social Media Metrics Customers Presentation 51

West Monroe

JUNE 1, 2023

Investing in the right platforms to track product use and adoption can yield insights that inform decision-making and roadmap tradeoffs and drive day-to-day operational efficiencies. They had extensive data about their customer base and usage but weren’t leveraging it to investigate the cause of high turnover.

Return on Investment 52

Return on Investment Culture Metrics Financial 52

Amity

JUNE 12, 2017

Customer Health Score (CHS) measures the health of the customer-vendor relationship and aims to predict its direction: will it churn, renew, or expand? CHS is only useful if it is defined within an effective segmentation of customers. · Stage: On-Boarding versus On-Going, etc.

Automotive 54

Automotive Retail Customers Customer Success 54

CSM Practice

OCTOBER 10, 2018

By Andreas Knoefel, Customer Success and Services Executive, Thought Leader, and Author. As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49