Gainsight

SEPTEMBER 5, 2022

Customer success (CS) didn’t start out digital but, rather, as a collection of practices to maintain customer relationships after a sale. Organizations felt their way toward a better understanding of their value, learning how to improve implementations and developing new solutions to serve customers as their businesses advanced.

Customer Journey 98

Customer Journey E-support Touchpoint Webinar 98

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

Customer Journey 117

Customer Journey Customer Journey Mapping Touchpoint Events 117

Retently

DECEMBER 10, 2024

But lets get into more details to highlight Retentlys unique features : Key Features: Comprehensive CX Metrics : Supports NPS, CSAT, and CES surveys, providing a well-rounded view of customer satisfaction, effort, and loyalty across different touchpoints.

2024 78

2024 Multi-Channel NPS Feedback 78

Totango

SEPTEMBER 25, 2020

This especially extends to the world of customer success and retention. With many customer success teams responsible for dozens or hundreds of accounts, automation has become an important tool to not only provide great customer experiences and solutions to problems, but to scale customer success and increase value as well. .

Customer Success 60

Customer Success NPS Hospitality Communication 60

Totango

JULY 31, 2020

There are four ways to speed up the process of onboarding and make sure your customers have a gratifying, successful experience. They are: Use Customer Goals and Objectives to Personalize Onboarding. Right Touchpoint, Right Time. Track Customer Progress and Optimize Your Onboarding Process.

E Commerce 127

E Commerce E-support Hospitality Healthcare 127

Clarivate

SEPTEMBER 19, 2017

Every business delivers a customer experience, and whether this is done with intention or by default, this experience is your brand brought to life. USER EXPERIENCE (UX): UX is your user’s sensory interaction and impression with a specific product, design, website, app, or software.

Brands 53

Brands Customer Success Airlines User Experience 53

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

MAY 2, 2023

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. CSAT product usability survey The most relevant customer satisfaction metrics at this point are CSAT and CES.

Customer Journey 134

Customer Journey NPS Demo Customer Satisfaction 134

Wootric

AUGUST 11, 2020

In order to ensure shared accountability, agree which team has primary responsibility for growing each of the metrics: Sales, Marketing, Product, or Customer Success / Support. Ask for Customer Feedback at Touchpoints to Learn What to Improve. Create a friction-free customer journey.

Metrics 111

Metrics Net Promoter Score Effort Score Demo 111

ShepHyken

MAY 7, 2021

Having in-app messaging can help you handle onboarding queries, quickly resolve queries, educate users about core features and give them access to self-help guides, video tutorials, FAQs, etc., Takeaway: Augment user experience and engagement via instant responses and self-help resources. .

Customer Experience 93

Customer Experience E Commerce E-support Social Media 93

CustomerSuccessBox

AUGUST 29, 2021

Product Analytics is the process of analyzing how users interact with your product or service. Businesses use Product Analytics to improve the user experience by identifying the problems faced by customers and resolving them. For example, this can be a major feature challenge that your customer is facing.

Customer Success 52

Customer Success Touchpoint Customer Retention Interaction 52

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model. Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. .” Far out in front means current Customer Success practices are nowhere near what it takes!

Sports 62

Sports Chief Customer Officer 2024 Customer Centricity 62

Kerry Bodine

JUNE 5, 2019

But if you’re advocating for specific technology, policy, and process changes that will enable more effective and efficient communication during the post-sales support journey, you’d need a map that showed those communication breakdowns within the context of your customers’ specific goals or tasks. If not, what’s the difference?

Webinar 54

Webinar Management Touchpoint Customer Journey 54

ShepHyken

MAY 7, 2021

Having in-app messaging can help you handle onboarding queries, quickly resolve queries, educate users about core features and give them access to self-help guides, video tutorials, FAQs, etc., Takeaway: Augment user experience and engagement via instant responses and self-help resources. .

Customer Experience 71

Customer Experience E Commerce E-support Social Media 71

Wootric

SEPTEMBER 23, 2020

First, it will tell you what to improve in general (on a product or service level), and second, it gives you the opportunity to follow up with specific customers. . If a customer gets an email from Customer Success thanking them for a feature request, that customer will know you are listening. How do you choose?

Net Promoter Score 98

Net Promoter Score NPS Effort Score Multi-Channel 98

Zonka Feedback

OCTOBER 1, 2022

This strengthens the need for product improvement at every touchpoint of the user experience, be it buying your product, using it, requesting and adding a feature to it, or getting customer service or support in case of queries and concerns. Moreover, different segments of customers have different choices and preferences.

Feedback 96

Feedback Social Media Roadmap Net Promoter Score 96

SurveySensum

OCTOBER 5, 2020

Today, I am going to share with you, What is a typical B2B SaaS customer journey? At what touchpoints and milestones should you launch feedback surveys? Also, going forward, I’ll share some greater insights I gathered in a conversation with Yanira Sesniak , VP of Customer Success at IngeniousIO. CSAT Survey.

Customer Journey 52

Customer Journey B2B Net Promoter Score NPS 52

CustomerSuccessBox

AUGUST 31, 2021

The customer experience starts right from the moment they decide to purchase the product, if not before. If the product configuration is a complex process, it is owned by the Customer Success managers who take full responsibility for getting the customer onboard. High Touch Post Onboarding. Final Thoughts.

Customer Focused 59

Customer Focused Engagement Net Promoter Score Customer Success 59

CustomerSuccessBox

DECEMBER 17, 2021

It’s impossible to control every aspect of the customer journey, and there are many differences between individual customer journeys, but you can always improve. Instead, retailers should seek to improve the quality and effectiveness of all their brand touchpoints. What is the customer lifecycle?

B2B 52

B2B Touchpoint Net Promoter Score Customer Journey 52

Wootric

MARCH 18, 2021

Get the ebook, CX FOR EVERY STAGE: How to scale your Voice of Customer program from startup to enterprise. Learn how to improve user experience for product led growth and loyalty. In this step, you’ll gather information across the customer journey. Customer Effort Score (CES). Support interactions. High touch.

Net Promoter Score 52

Net Promoter Score E Commerce E-support NPS 52

Wootric

AUGUST 31, 2020

Getting customers to fall in love with your company requires understanding the entire customer journey—so you can deliver a seamless experience at every touchpoint. . That’s not too tall an order for a young startup when you only have a handful of employees all focused on customer experience (CX).

Management 52

Management Touchpoint Net Promoter Score Customer Journey 52

Kerry Bodine

JUNE 5, 2019

But if you’re advocating for specific technology, policy, and process changes that will enable more effective and efficient communication during the post-sales support journey, you’d need a map that showed those communication breakdowns within the context of your customers’ specific goals or tasks. If not, what’s the difference?

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Kerry Bodine

JUNE 5, 2019

But if you’re advocating for specific technology, policy, and process changes that will enable more effective and efficient communication during the post-sales support journey, you’d need a map that showed those communication breakdowns within the context of your customers’ specific goals or tasks. If not, what’s the difference?

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Wootric

OCTOBER 1, 2020

Creating a customer journey map is the first step toward designing a superior Customer Experience (CX) that drives end-user growth. Once you’ve mapped out the customer journey, however, you may be wondering… what’s next? Once you’ve mapped out the customer journey, however, you may be wondering… what’s next?

Net Promoter Score 52

Net Promoter Score NPS Customer Journey Mapping Touchpoint 52

Wootric

MARCH 1, 2020

The goal is a unified view of the customer journey, and the implementation roadmap looks something like this: Switch support service + send CSAT surveys after each closure. Collect in-app feedback to get a pulse on end-user experience. Map and trigger different journey touchpoints with the data warehouse. Tech savviness

Roadmap 52

Roadmap Touchpoint NPS Effort Score 52

Solvvy

JULY 13, 2022

Automating customer service is creating processes that reduce the work that humans do to provide answers, advice, or assistance to your customers. For example: Customer Self-Service. Furthermore, it can take different forms. Studies show most people would like to resolve problems themselves.

Customer Service 90

Customer Service Multi-Channel Customers Interaction 90

CustomerSuccessBox

MARCH 14, 2022

Qualifying leads and determining which prospects are most likely to convert into paying customers is difficult. Figuring out how to convert those leads by moving them through the funnel while generating a good user experience is even more difficult. Why are Product qualified leads crucial for SaaS Customer Success?

Touchpoint 52

Touchpoint Sales Customer Success Metrics 52

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. Put the customer in customer success.

Customer Success 52

Customer Success Roadmap Feedback Sales 52

Amity

APRIL 5, 2017

Customer success teams in businesses with recurring revenue spend a significant portion of their time strategizing ways to get a leg up on churn using reactive approaches, without taking the proper steps to build success from day one. Think about it this way: every user is unique, but many of them share similar pain points.

Touchpoint 65

Touchpoint Sales Customer Success Reference 65

ProProfs Chat

AUGUST 28, 2019

For creating engaging customer experiences that result in greater customer satisfaction, you need to be able to leverage the psychology behind human emotions. Collection of emotional or customer sentiment data needs to break through the silos of information collected at different touchpoints.

Customer Engagement 55

Customer Engagement Engagement Net Promoter Score Customer Satisfaction 55

Gainsight

MAY 23, 2019

Gainsight PX pairs deep SaaS product analytics with personalized in-app engagements that enable product leaders to deliver exceptional user experiences, continuously improve their offerings, and drive adoption of their most valuable features. Customers expect a seamless experience across all touchpoints with their vendor.

2019 75

2019 Presentation Insights Engagement 75

SurveySensum

MARCH 27, 2024

Now let’s explore the different ways in which customer feedback can be collected. 12 Ways to Collect Customer Feedback Collecting customer feedback is crucial for understanding your audience, improving user experience, and making informed business decisions.

Feedback 52

Feedback Social Media Touchpoint Customers 52

SurveySparrow

JUNE 30, 2023

A customer experience specialist is a professional dedicated to ensuring just that. They are experts in orchestrating seamless interactions between a company and its customers, aiming to provide delightful experiences at every touchpoint.

Customer Experience 52

Customer Experience Workshop Customer Service Representative Customer Centricity 52

Gainsight

JULY 25, 2023

Product School and Gainsight delve into the significance of mapping out the digital user journey to identify potential pain points and areas for improvement. This blog post emphasizes the role of product leaders in enhancing the digital user experience.

Touchpoint 52

Touchpoint Blog Customer Expectations User Experience 52

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 17, 2023

That’s why segregating scores by channel helps you identify which touchpoints are excelling and which ones require enhancement. Regional Benchmarking Customer preferences and expectations differ across various regions. This targeted approach enables you to focus your resources where they’re most needed.

NPS 52

NPS Net Promoter Score Demo Customer Satisfaction 52

Gainsight

FEBRUARY 26, 2024

Well-defined customer touchpoints are the foundation of a strong digital experience with your product. As the SaaS industry evolves and gets more sophisticated, so do customer and user journeys along these touch points. Automate renewals via digital touchpoints. Check out Gainsight Product Experience today.

NPS 52

NPS Touchpoint Customer Journey Effort Score 52