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

eglobalis

OCTOBER 9, 2024

The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined. Why Not Every Request is Possible: 10 Actionable Insights As much as companies would love to satisfy every customer request, it’s not always practical or feasible.

Feedback 513

Feedback ROI Innovation B2B 513

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 Customer Success Insights 75

Education Services Group

APRIL 25, 2021

In the third installment of our three-part series on the ESG Customer Success Maturity Model, I’ll share the characteristics it takes to Transform your CS organization into a proactive, predictive powerhouse (look at that alliteration!) of customer happiness and retention. The ESG Customer Success Maturity Model is not linear.

Customer Success 91

Customer Success White Paper Roadmap Customer Journey Mapping 91

Totango

APRIL 12, 2022

At Totango’s 2022 Global Executive Forum , customer success leaders from around the world came together to connect with their peers, share ideas and learn about new products and opportunities. Let’s take a look at her top 10 insights. Top 10 Insights from Customer Success Executives.

2022 88

2022 Customer Success Insights Customer Journey 88

Gainsight

JANUARY 10, 2025

Customer Success (CS) is no longer just a departmentits a company-wide growth strategy that drives retention, efficiency, and revenue. Gainsights latest report, The Customer Success Index (CS Index), conducted in partnership with Benchmarkit, reveals the trends reshaping CS in 2025.

2025 52

2025 B2B Chief Customer Officer 2024 52

Alida

SEPTEMBER 22, 2016

Giving customers a seat at the decision making table #VCSummit #nswartgallery pic.twitter.com/7kDSYh28fC. Heidi Martin, strategy and insights consultant at Art Gallery of New South Wales, said that CX pros need to drop their preconceptions about the customer journey. Use consumer insight through the product innovation cycle.

2016 267

2016 Innovation Marketing Insights 267

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

Interactions

NOVEMBER 6, 2024

We work closely with your team to understand your personas and goals, listen to calls to draw out insights, and analyze your business rules to develop an IVA that matches your brand’s voice. We have eight reports out of the box, as well as the ability to customize reporting at any point of the engagement.

Contact Center 62

Contact Center Roadmap Document Interaction 62

GetFeedback

DECEMBER 10, 2018

These insights aim to give you a strong foundation when getting started or help you refine your existing program. That said, there are three key pillars to a successful NPS program: Design, Distribution, and Action. We set rules so our Customer Success team is notified anytime someone gives us a 8 or below.

NPS 210

NPS Net Promoter Score Measurement Metrics 210

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

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction. How to build and grow a digital customer community.

Roadmap 52

Roadmap Competitive Advantage B2B 2024 52

ChurnZero

MARCH 31, 2023

The purpose of a Customer Success team is to help a company’s customers get the most value out of its product. The hypothesis is, if a customer maximizes the obtainable value, they will remain loyal and spend more with the company. A Customer Success team has the time and resources to respond this way.

Customer Success 98

Customer Success Net Promoter Score 2022 Sales 98

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. The results? ” 3.

Customer Success 101

Customer Success Management Customers Leadership 101

Gainsight

MARCH 24, 2022

Before your product starts booming, you need a product roadmap that charts a clear course to growth. In this article, we lay out the questions you can ask yourself to help you create a successful product roadmap that’s anchored in analytics. What is a product roadmap? We’re here to help. Do I know how users are behaving?

Roadmap 52

Roadmap Metrics 2023 Feedback 52

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. Increase retention of current customers.

Customer Success 74

Customer Success NPS Roadmap Customer Satisfaction 74

Totango

JANUARY 2, 2020

As the economy continues to become more digitally-based, customer data becomes more valuable and accessible than ever. To operate without insight into your customers’ preferences or behaviors is to work in the dark; it’s both ineffective and inefficient, leaving far too much up to chance. Connect customer data points.

Insights 71

Insights Roadmap Customers Customer Success 71

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy. Customer health.

Customer Success 98

Customer Success 2023 B2B Customer Relationship Management 98

InMoment XI

JANUARY 2, 2023

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Together, these can give you insight into where you stand and how to improve your CX: Net Promoter Score ( NPS ) Customer Satisfaction (CSAT) Customer Effort Score ( CES ).

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Comm100

FEBRUARY 12, 2025

We regularly schedule onsite visits to clients across the globe to go over new features, strategize, and build roadmaps for long-term success. Conclusion At Comm100, we dont just deliver software; we partner with organizations to fuel growth, innovation, and exceptional customer experiences.

Connections 52

Connections Roadmap Demo 2024 52

Totango

FEBRUARY 5, 2019

We believe in data-driven, proactive customer success that lets you take control of your churn risk and strengthen your customer relationships. Reducing churn in this customer-centered subscription economy means placing the customer at the center of everything you do. Maintaining customer success efforts.

ROI 76

ROI Customer Success Customer Journey Roadmap 76

GetFeedback

FEBRUARY 17, 2020

This question is the most basic NPS question and it can yield powerful insights about customer loyalty at key stages of the customer journey. Measuring NPS can show you who your most loyal customers are—and who’s about to walk out the door.

NPS 195

NPS Measurement Loyalty Net Promoter Score 195

ChurnZero

JANUARY 31, 2025

In 2024s Customer Success Leadership Study , 87% of participants said their teams use or have immediate plans to adopt AI. Its time to think about a customer platform to centralize AI. This article is excerpted from ChurnZero’s new guide, The AI Roadmap for Customer Teams. Download a copy here.

Roadmap 97

Roadmap Download Customers Leadership 97

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

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

Amity

FEBRUARY 10, 2017

Amity had the chance to sit down with Peter Armaly, Principal Transformation Advisor at Oracle Marketing Cloud to find out how its Customer Success philosophy is evolving, and how it has managed to keep the customer at the heart of its work throughout its evolution. How did you get started in Customer Success?

Customer Success 80

Customer Success Marketing White Paper Net Promoter Score 80

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. Did customers have to search for too long?

Retail 109

Retail NPS Touchpoint Feedback 109

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.]. Go to customer onboarding and training sessions. Make Customer Success Feedback Measurable.

Customer Centricity 76

Customer Centricity Customer Success Roadmap Feedback 76

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

Gainsight

DECEMBER 19, 2023

If you’re facing the need to revisit and revamp your customer experience, our discussion with Mai Elizer, Senior Solutions Engineer at Comeet , offered invaluable insights into constructing a predictable and efficient customer journey. They shift and change with your products, your markets and even your go-to-market strategy.

Customer Journey 97

Customer Journey Customer Journey Mapping Roadmap Customers 97

Totango

FEBRUARY 12, 2025

We aligned our visual identity with the company we’ve become and what we strive to deliver to our customers. In the last year, we merged two of the leading customer success players. For the larger customer success community, the rebrand reinforces Totangos leadership in the enterprise CS space.

Brands 62

Brands 2024 Customer Success 2025 62

Experience Investigators by 360Connext

JANUARY 10, 2023

You also included less structured measurements, like what customers were telling you in user reviews. You asked your frontline teams, like customer service agents and customer success managers, about what they were hearing directly from customers. You invited customers to co-create and validate what you learned.

2023 143

2023 Customer Journey Mapping Customer Experience Customer Journey 143

Totango

MARCH 13, 2020

Still, customer data needs to be carefully tracked and evaluated in order to be worth gathering in the first place. Understanding how to use customer success analytics to your advantage is key to seeing your enterprise’s roadmap for the future. Tracking Data Throughout the Customer Journey.

Customer Success 83

Customer Success Customer Journey Roadmap Presentation 83

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. The GTM team uses these insights to determine the best way to work together to set customers up for success and future growth.

Sales 95

Sales NPS Customer Success Customer Journey 95

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

Gainsight

MARCH 18, 2021

At first glance, there isn’t much overlap in product marketing and customer success teams’ day-to-day responsibilities. They usually sit in different areas of the org, report to other functional leaders, and are held to unique success measures. Enter customer success.

Customer Success 93

Customer Success Touchpoint Roadmap Customers 93

CustomerSuccessBox

APRIL 12, 2022

While the core of the Customer success function involves anticipating client difficulties and providing proactive solutions to the customers. The needs of customers are continuously evolving and with that, you as a business should also reshape your strategy to keep up with the trend and maintain the growth of your business.

2022 52

2022 Customer Success Customer Journey Mapping Net Promoter Score 52