CSM Practice

JUNE 24, 2021

How valuable is Customer Success’s input in creating a solid product roadmap?! In the past, companies relied solely on the product management team to build and drive roadmaps. Shifting the Product Roadmap Ownership to Customer Success. What is a product roadmap? It was a one-team show.

Roadmap 59

Roadmap Customer Success Customer Centricity Presentation 59

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Why You Need to Know How to Build a Customer-Centric Roadmap.

Roadmap 104

Roadmap Customer Centricity Metrics Customer Satisfaction 104

Gainsight

OCTOBER 15, 2024

For the past decade, Customer Success (CS) has been defined by a straightforward mission: guide customers to achieve their desired outcomes with your product or service. While this goal remains steadfast, the landscape of Customer Success is shifting dramatically.

2024 52

2024 Customer Success Sports Leadership 52

Gainsight

JANUARY 17, 2020

There is no shortage of feedback these days. When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole.

Feedback 117

Feedback Roadmap Demo ROI 117

GetFeedback

DECEMBER 10, 2018

An easy to take survey doesn’t just yield higher response rates but also higher quality feedback data. You also want to design questions that will provide actionable feedback. Also include an open text field to garner more qualitative feedback. Close with a custom thank you page. Pillar 2: Distribution.

NPS 210

NPS Net Promoter Score Measurement Metrics 210

Gainsight

JANUARY 31, 2019

Ask, “What’s next on our product roadmap?” Your customer data is a goldmine wrapped in a bow covered in glitter. Because your customers are the most important source of information when it comes to prioritizing your product roadmap. Your customers’ primary interaction with your company is through your product.

Roadmap 75

Roadmap NPS Insights Customer Success 75

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image.

Feedback 139

Feedback Social Media Customer Satisfaction Loyalty 139

Gainsight

OCTOBER 25, 2021

Constant feedback is the lifeblood pumping into every successful product delivery. Product feedback loops are the ultimate tool for scanning a user’s experience, pinpointing product shortfalls, and boosting your product. Wondering how to anchor these feedback loops into your product? Why build customer feedback loops?

Feedback 98

Feedback White Paper Roadmap 2024 98

Zonka Feedback

OCTOBER 1, 2022

Collecting regular Product Feedback and making product developments and improvements accordingly can help you attain business growth and develop world-class products. Why Improve your Product with Product Feedback? Customers can remain satisfied with the features they like. To Eliminate Customer Issues.

Feedback 96

Feedback Social Media Roadmap Net Promoter Score 96

Win the Customer

JANUARY 2, 2025

Identifying AI Opportunities: They must be able to identify potential applications of AI within the product roadmap to enhance CX, such as improving customer segmentation, personalizing product recommendations, and optimizing customer support workflows.

Management 59

Management Return on Investment Roadmap Metrics 59

Gainsight

MAY 14, 2019

A product roadmap is a high-level, visual representation of the direction your product offering will take over time. A good product roadmap will provide your colleagues and stakeholders with the “why” behind your product and should serve the following purposes: Lay out the overarching strategy. Executive-level product roadmaps.

Roadmap 81

Roadmap Presentation Sales Return on Investment 81

Amity

OCTOBER 31, 2016

Amity sat down with Sam Brennand , VP, Customer Success at Uberflip, to discuss Uberflip's company-wide culture of Customer Success, the growth and segmentation of his team, and the ways in which they consistently create value for their customers. I’m the VP, Customer Success here at Uberflip.

Customer Success 0

Customer Success Customers Definition Metrics 0

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. Was the shipping cost too high?

Retail 109

Retail NPS Touchpoint Feedback 109

ChurnZero

MARCH 7, 2025

For B2B SaaS companies, a strong community is a key component to building great customer relationships. And, with automation and scaled customer success becoming more common in SaaS , a community is a great way to provide customers who may not have a CSM with the resources necessary to succeed.

Roadmap 52

Roadmap Competitive Advantage B2B 2024 52

GetFeedback

FEBRUARY 17, 2020

This is critical because it connects your customer feedback with customer data so you have a holistic view of the customer experience. . With an NPS survey, the only information you can gather is what your customers are willing to answer. Act (take intelligent action). Integrate your NPS program with Salesforce.

NPS 195

NPS Measurement Loyalty Net Promoter Score 195

Retently

JULY 28, 2019

However, this is not just about winning time back in your day, at least when it comes to customer experience. Tech maturity of customer success teams who automate their key processes strongly correlates to significant business growth. Automate the feedback loop. Channel positive feedback.

Feedback 85

Feedback Roadmap NPS Customers 85

Feedbackly

JANUARY 11, 2024

Feedbackly is a front-runner in the new era of Customer Experience where Emotional Experience is brought into the heart of customer-centric thinking. Creating better customer experiences is possible only by improving data quality and therefore the quality of actions taken on better data. our biggest release in years!

Feedback 105

Feedback Roadmap Customer Centricity NPS 105

Kayako

OCTOBER 16, 2017

It should never be customer success vs customer service. They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating machine, and left the support department sitting around feeling like a reactive cost center. Customer satisfaction. Product feedback.

Customer Success 74

Customer Success NPS Roadmap Customer Satisfaction 74

Alida

SEPTEMBER 22, 2016

Companies must welcome customer feedback and continually test and learn from new ideas. Mike Thiede, customer experience consultant at Alliant Energy, agreed, saying that continuous engagement is required to ensure your customer personas reflect changes in preference and taste. Develop an engagement plan.

2016 267

2016 Innovation Marketing Insights 267

InMoment XI

JANUARY 2, 2023

,” so you also get rich qualitative feedback that can guide improvement efforts from product to support to marketing. While NPS surveys are sometimes deployed once or twice a year, a good, modern NPS program will use “drip NPS” to keep an ongoing pulse on customer sentiment, so you can react in the moment, instead of after the fact.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Gainsight

MARCH 24, 2022

Before your product starts booming, you need a product roadmap that charts a clear course to growth. Unfortunately, as a product leader or manager, you’re probably being overwhelmed by feedback from every direction. What is a product roadmap? Answer these questions to help you create your product roadmap.

Roadmap 52

Roadmap Metrics 2023 Feedback 52

Totango

AUGUST 13, 2024

At Totango + Catalyst, we made a strategic decision to challenge the script on revenue priorities, empowering customer success managers (CSMs)—those mostly intimately aware of customer needs and goals—to own core renewals, expansions, and upsells. Are you ready to unlock a new level of impact for your customer success team?

Customer Success 101

Customer Success Management Customers Leadership 101

Retently

SEPTEMBER 12, 2018

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. But, how can the voices of customers be leveraged to drive the expected product changes? But, how can the voices of customers be leveraged to drive the expected product changes? Sorting through the feedback is tough.

Feedback 109

Feedback NPS Roadmap Customers 109

ChurnZero

APRIL 22, 2022

Did you hear that ChurnZero’s Customer Success team are finalists for a 2022 CODiE Award, the software industry’s only peer-recognized awards program? We’re in the running for Client Success Team of the Year. As a Customer Success company, this award couldn’t be closer to our hearts. this October.

2022 98

2022 Customer Success Roadmap Events 98

Amity

JANUARY 9, 2019

One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture.

Customer Success 81

Customer Success Leadership Customer Journey Metrics 81

ChurnZero

MARCH 22, 2023

Lately, many customer success (CS) teams have been downsized or eliminated because of global economic uncertainty. It is OK to consider the brand value of a customer along with their revenue—sometimes you might have a really big brand, and their value as a reference boosts the revenue they bring to your company. Register today.

Customer Success 97

Customer Success Touchpoint Financial Customer Journey 97

ChurnZero

SEPTEMBER 25, 2020

The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. Fix Communication Breakdowns With Formalized Feedback. Go to customer onboarding and training sessions.

Customer Centricity 76

Customer Centricity Customer Success Roadmap Feedback 76

Thematic

JANUARY 21, 2020

At Thematic, we’ve spent years researching, designing and developing our customer feedback analysis platform. . You can customize it to your needs. What should the roadmap look like for developing an automated DIY customer feedback solution? Why you might want to have a feedback analysis solution.

Feedback 105

Feedback Roadmap Metrics Customer Service Representative 105

Retently

MARCH 10, 2022

Customer Success and Churn. Great customer success is perhaps the single greatest defense you have against high churn. Some of the areas where the churn rate is affected most significantly are during the Onboarding, Product Adoption, Customer Retention , and Product Expansion stages.

E-support 147

E-support Poor Customer Service Customer Success Customers 147

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Dive into the steps for effective questionnaire design, crucial areas for feedback, and tactics for maximizing the valuable data you collect without the fluff. What questions do you include to not only garner responses but also drive your business forward?

Feedback 92

Feedback Net Promoter Score Customer Satisfaction Loyalty 92

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference.

Sales 98

Sales Customer Success Customers Customer Relationships 98

Experience Investigators by 360Connext

JANUARY 10, 2023

What would success look like in a year? Customers are happier than they’ve ever been , and you know that because their feedback shows it. Employees are engaged in not just the idea of customer experience , but in their role as an important part of it. Related Resources: [Guide] CX Success Statement Workbook.

2023 143

2023 Customer Journey Mapping Customer Experience Customer Journey 143

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.

Customer Success 59

Customer Success Management Roadmap Feedback 59

Retently

JULY 3, 2024

When the goal is to extract genuine feedback without compromising privacy, the challenge lies in finding the appropriate anonymous feedback tool. Key Takeaways Anonymous feedback tools ensure open, safe, and honest communication, increasing the likelihood of receiving genuine insights from employees and customers alike.

Feedback 78

Feedback Multi-Channel E-support Insights 78

Amity

JANUARY 30, 2018

Maheen Memon is the Director of Customer Success at Nulogy. 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.

Customer Success 69

Customer Success Social Media Roadmap Sales 69

ChurnZero

JUNE 26, 2020

It’s easy to get overwhelmed or stumped when you’re not sure where to start, especially when purchasing a newer product, such as Customer Success software, for the first time. Now that we’ve made compiling your RFP questions a breeze, let’s look at the most common Customer Success RFP mistakes.

Customer Success 98

Customer Success Demo Net Promoter Score Roadmap 98

InMoment XI

OCTOBER 3, 2024

When you personalize your customer experience, customers are more likely to make the initial purchase and more likely to return for future purchases, which will increase customer retention. Seek Customer Feedback In order to improve customer retention, you will need to solicit and respond to customer feedback.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195