Thematic

APRIL 17, 2019

You worked for IDEO and led user experience and insights at DoorDash and Cruise, two of the most successful YC companies. Using Insights From Quantitative And Qualitative Data To Drive Product Roadmaps. Arianna: At DoorDash, I was the Director of Insights where I led User Experience Research and Market Research.

Roadmap 63

Roadmap Insights Definition User Experience 63

Thematic

FEBRUARY 19, 2025

Overall business impact: Faster insights mean quicker responses to customer needs, leading to improved CX, higher customer retention, and more agile decision-making. User experience and training Does your insights and research team have the internal resources to train and maintain a complex system?

ROI 62

ROI Feedback Insights Healthcare 62

Thematic

APRIL 17, 2019

You worked for IDEO and led user experience and customer insights at DoorDash and Cruise, two of the most successful YC companies. How to Use Insights To Drive Product Roadmap. Arianna: At DoorDash, I was the Director of Insights where I led User Experience Research and Market Research. Alyona: Awesome.

Roadmap 54

Roadmap Customer Insights Insights Definition 54

InMoment XI

APRIL 3, 2024

But effective omnichannel doesn’t happen on its own; it takes dedicated planning and constant refinement to ensure that every channel is connected, consistent, and capable of providing a seamless user experience. Optimize the User Experience (UX): No matter your product or service, you will not succeed.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

PeopleMetrics

FEBRUARY 26, 2018

Your customers who bought your product and solution did so for a reason – because they believed it would add business value to their organization. Your customers who actually use your product and solution every day can help to prove (or disprove) that business value. Keep a finger on the pulse of your end-user experience.

NPS 96

NPS Net Promoter Score Feedback Roadmap 96

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

BirdEye

APRIL 17, 2023

Build a subscription strategy Develop a strategy for your subscription model that provides a roadmap for everything, from concepts to execution and renewals. Focus on user experience Signing up for a subscription service package should be easy, affordable, and convenient.

Customer Retention 98

Customer Retention Consumers Sales Reference 98

Retently

MAY 2, 2023

Example of CES survey These surveys provide immediate actionable feedback every SaaS company needs to boost retention and inform their product roadmap. In addition, every department, be it customer success, product, or support teams, can leverage them by triggering survey campaigns at specific stages in the customer journey.

Customer Journey 133

Customer Journey NPS Demo Customer Satisfaction 133

Lumoa

AUGUST 23, 2021

New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention. However, customers say that most companies fall short when it comes to meeting their expectations.

Customer Experience 88

Customer Experience Social Media 2020 Customers 88

SurveySensum

OCTOBER 14, 2024

When you discover customers’ needs and preferences you can easily tailor experience and make customers feel heard and valued, ultimately increasing customer retention and reducing churn. A strong VoC program allows businesses to anticipate market trends and respond to customer demands faster.

Voice of Customer 52

Voice of Customer Customer Retention Feedback Competitive Advantage 52

CSM Magazine

NOVEMBER 28, 2022

If you want to safely launch your product, you’ll need to ensure that your product is tested and ready for customers. This means setting up a testing process that covers all aspects of the product, from its features to user experience. You’ll also want to ensure that your legal documents are tight. 4) Go Live.

Customer Service 52

Customer Service Marketing Roadmap Social Media 52

ChurnZero

JULY 31, 2020

Truth be told, there’s a direct relationship between customer retention and higher profits. In fact, here’s the evidence that supports this claim: According to research by the Bain & Company, “A 5% increase in customer retention can increase profits by 25% to 95%.” ” – Accenture.

Customer Experience 64

Customer Experience Customer Retention Feedback Customers 64

Gainsight

JULY 1, 2022

While not effortless to implement, PLG leads to stronger units of economics, like Net Dollar Retention (NDR), Gross Revenue Retention (GRR), and CAC. Of companies that use product experience data, 57% use it to develop product roadmaps. 91% of companies adopting PLG plan to increase their investment in PLG.

2022 52

2022 Roadmap Metrics Sales 52

Gainsight

APRIL 30, 2019

Today’s Product teams are under increasing pressure to deliver outstanding products and exceptional user experiences. Check out our Essential Guide to learn how to navigate the new product experience landscape. Monthly Active Users (MAUs)/Daily Active Users (DAUs). Customer Retention Rate (CRR).

Metrics 65

Metrics Net Promoter Score Management NPS 65

ChurnZero

SEPTEMBER 25, 2020

To illustrate this point in the workplace, Noronha and Gillespie describe how to salespeople “everyone seems to be trying to slow down their deal” and for product teams “all others seem to be trying to ruin the user experience. (No Customer Success Around the Web. No more in-app offers!)”. Sound familiar?

Customer Centricity 76

Customer Centricity Customer Success Roadmap Feedback 76

West Monroe

APRIL 28, 2024

Product and development Performance issues and service disruptions not only impact customer satisfaction but also contribute to increased churn as users seek more reliable alternatives. Integration challenges and gaps further complicate these issues, hindering user experiences and the full realization of product capabilities.

Customer Retention 52

Customer Retention 2023 Sales Roadmap 52

SurveySensum

SEPTEMBER 12, 2023

Uncover the “Why” Behind Data In-app surveys, like those used by Uber, help understand why customers do certain things. Uber uses these surveys to gather feedback on their drivers, service quality, and user experience, making their service more convenient and reliable. Why do they do this? –

User Experience 52

User Experience Feedback Touchpoint Insights 52

Lumoa

JANUARY 19, 2023

Future state mapping focuses on identifying the desired outcomes that an organization wishes to achieve as part of their customer experience strategy. It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives.

Customer Experience 88

Customer Experience Net Promoter Score Metrics NPS 88

Solvvy

OCTOBER 25, 2022

Your business’s customer satisfaction index (CSI) uses scores on different aspects of your operation and combines them into an index that allows you to monitor overall customer satisfaction. CSI will also reveal which areas of your operation impact customer satisfaction and, therefore, which you should focus on.

Customer Satisfaction 62

Customer Satisfaction Measurement NPS Metrics 62

SurveySensum

AUGUST 3, 2023

24×7 omnichannel customer support Close the feedback loop Bird’s eye view dashboard Fast reporting system Cons A few integration apps are missing (but in the roadmap) Pricing: Pay for the number of responses you want and use all the essential features in a free version.

B2B 52

B2B Feedback NPS Demo 52

SurveySensum

OCTOBER 5, 2020

Be it after a certain interaction, or on the overall experience of the customer, customer satisfaction is the strong predictor of how happy and satisfied your customers are with your brand. Click here to know more about customer satisfaction. Post-purchase customer satisfaction survey . CES Survey.

Customer Journey 52

Customer Journey B2B Net Promoter Score NPS 52

Wootric

AUGUST 4, 2020

But, if your business would benefit from high-volume sales AND returning customers AND lower acquisition costs, then CLV is your metric, and you’ve probably got your answers to the above questions. Divided by… How many new customers you gained in the same given time period. Customer Retention Cost (CRC).

Metrics 52

Metrics Net Promoter Score E Commerce Effort Score 52

ProProfs Chat

SEPTEMBER 13, 2019

Personalization took advantage in almost everything (videos, email outreach campaigns, ads) and is useful now in user onboarding as well. Venngage, an online platform for creating stunning infographics, is an excellent example of personalizing user experiences. But our users don’t always adopt our new features.

Customer Service 55

Customer Service Net Promoter Score Metrics Omnichannel 55

Chattermill

JUNE 25, 2019

Customer Retention: Improving customer experience has a direct impact on increasing customer retention and reducing churn. Happy customers are loyal and refer their friends regularly. Much of what is built at leading brands such as Amazon is based on listening to customers.

Customer Experience 45

Customer Experience Customer Centricity ROI NPS 45

SurveySensum

OCTOBER 17, 2023

Ultimately, all these limitations and issues drove her to seek more customer-friendly financial alternatives, leaving the NBFC with a lost opportunity and a dissatisfied former client.’ Sarah’s disappointing experience is not an isolated episode. Feedier Feedier is the third on our list of customer feedback tools for NBFCs.

Feedback 52

Feedback Management NPS Customer Satisfaction 52

SmartKarrot

MAY 16, 2022

Apply here: [link] Role: Customer Success Manager Location: Rochester, MN, US Organization: HelpSystems As a Customer Success Manager, you will make regular telephone calls to develop relationships and be available to customers proactively. Assist in determining appropriate customer retention strategies.

Customer Success 19

Customer Success Roadmap Document Customers 19

SmartKarrot

AUGUST 19, 2021

Role: Customer Success Director Location: Remote, Dallas, TX, US Organization: Persado As a Customer Success Director, you will maintain the customer success plan including maturity roadmap, key milestones, and value realization journey. Be a constant advocate for business customers of Immutable X.

Customer Success 19

Customer Success Roadmap Consulting ROI 19

Survicate

MAY 24, 2021

Step #2: Feed customer feedback into your product roadmap. The feature allowed our users to categorize surveys into folders , keeping their dashboard neat and organized. Thus, use your users’ insights to plan your feature releases, improve frictions on your customer experience , and develop your product.

Feedback 52

Feedback Net Promoter Score NPS Customers 52

SmartKarrot

JANUARY 21, 2021

Creating a roadmap to maintain product. With the plan in place, the next step is to create a roadmap to maintain product plan. Having necessary teams combine to make a stellar roadmap leading to product success is what this role is about. Technology Business User experience. Working to improve product.

Management 11

Management Roadmap Metrics B2B 11

SmartKarrot

JUNE 30, 2021

Product adoption is when customers are comfortable with the product and know how to derive value from it. User engagement User retention User performance User productivity User experience Brand perception Software utilization. How can a customer success platform help increase product adoption?

Social Media 10

Social Media Roadmap Customer Success Metrics 10

CustomerSuccessBox

APRIL 26, 2021

Churn is not just a Customer Success problem. It cuts across the product, support, pricing, usage, customer success, user experience, the solution we are offering, and more. Sample Playbook for Churn Analysis, which gets triggered automatically as soon customer churn. Churn is inevitable.

Roadmap 52

Roadmap Customer Success Feedback User Experience 52

SmartKarrot

MAY 29, 2020

If you are administering a team of developers and product success managers, you must be experienced and have a wealth of information as well as understanding the problem so that you can design a product that can accurately solve the problems of the user. Evaluating these metrics can help you determine which customers are prone to churn.

Net Promoter Score 11

Net Promoter Score Metrics Customer Retention Measurement 11

SurveySparrow

FEBRUARY 22, 2023

UserBrain allows survey creators the ability to record videos and capture a survey-taker’s screen while he/she is taking a survey to get hands-on details about the overall experience. Then, it offers tools and suggests ways to amp up the overall feedback collection process. Impressive, isn’t it?

2023 52

2023 ROI Feedback Customer Satisfaction 52

SmartKarrot

MAY 10, 2022

Product tours or walkthroughs will take users to the product and help with product adoption, understanding, activation, usage, and retention. A product tour needs to include all details about the product and help users experience small elements as well. The first part of customer retention is an end-to-end product tour.

User Experience 10

User Experience Roadmap Feedback B2B 10

Gainsight

OCTOBER 6, 2022

Customer success managers (CSMs) who are keeping up with the times know that they need to forge alliances with their Product teams. This is not only for the sake of the customer experience and customer retention, but it also helps CSM teams scale their efforts. Scale with digital.

Customer Success 52

Customer Success Roadmap Feedback Sales 52

Optimove

NOVEMBER 25, 2024

This approach not only reduces wasted spending and enhances conversion rates but also fosters transparency, building trust with customers as they navigate their data preferences. Balancing Acquisition Costs with Retention Strategies Customer retention is critical in balancing acquisition costs.

2025 108

2025 Technology Marketing Omnichannel 108

SmartKarrot

NOVEMBER 29, 2021

Product-led growth is when the company focuses on how the product meets customer requirements, is accessible, and is easy to use. Product-led growth is where user acquisition, customer conversion, customer retention, and expansion are centered around the product itself. The product should be self-selling.

Roadmap 10

Roadmap Innovation Customer Retention Competitive Advantage 10