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? 3-Phase Customer Success Product Roadmap Strategy.

Roadmap 59

Roadmap Customer Success Customer Centricity Presentation 59

InMoment XI

NOVEMBER 22, 2024

These actions could include creating a profile or uploading a document. FeedBear FeedBear helps businesses collect and manage feature requests through feedback boards and roadmaps. Finally, its changelog tools allow companies to document changes and close the feedback loop with customers.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

InMoment XI

SEPTEMBER 3, 2024

Product Development and Feedback Organizations can gather valuable feedback on existing products and services, providing insights that can inform product roadmaps and future development. This process can help identify emerging trends, consumer preferences, and unmet needs that can guide the product development process.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

Customer Bliss

APRIL 4, 2018

Use this knowledge to identify the capabilities and roadmap you’ll need to identify the capabilities and the roadmap that you’ll all build together to get to the place where the company needs you to be to be. Leverage the knowledge of your needs from peers. CustExp Click To Tweet.

Chief Customer Officer 131

Chief Customer Officer B2C Roadmap B2B 131

Customer Bliss

JULY 26, 2018

Around the 2-year mark, after William spent more time working together with his team and agency partners, they started to flesh out agency roadmaps to clarify roles and communication processes. Document the process. We can’t forget how important documentation is when it comes to implementing a new strategy!

Government 111

Government Chief Customer Officer Roadmap Document 111

BlueOcean

SEPTEMBER 30, 2018

It’s a dynamic document that, like your partnership, requires time and attention. Because the contact center SOW is a roadmap, which will need to be adjusted every time you and your partner go down a new road together, there needs to be regular communication to ensure alignment of expectations. Keep It Evergreen: Adjust and Realign.

Contact Center 192

Contact Center Automotive Metrics Roadmap 192

GetFeedback

JULY 19, 2019

They are documenting their satisfactory experiences, and they are giving you operational nuggets of insight. They’re giving you a roadmap to fix whatever it is that ails your business. But they are doing something. Look for trends in their experiences. Middling reviews are authentic. Be thankful for the 5% that do.

Social Media 262

Social Media Feedback Webinar Books 262

Service Untitled

JULY 16, 2012

I just finished reading Roadmap to Revenue : How To Sell The Way Your Customers Want To Buy ( Amazon.com link ). In a nutshell, Roadmap to Revenue helps us understand the customer-centric instead of the common company-centric mindset. ” Following the correct route, the organization arrives at the ultimate reward of success.

Roadmap 46

Roadmap Books Customer Centricity Social Media 46

Gainsight

JUNE 21, 2022

When it comes to creating product roadmaps, product leaders face a plethora of challenges. . The good news is that there’s a simple fix: with product analytics powering the operation, creating impactful product roadmaps is a breeze. Why is your product roadmap important? Building a product roadmap is one thing.

Roadmap 52

Roadmap User Experience Metrics Document 52

Gainsight

SEPTEMBER 1, 2022

So a product roadmap serves as a tool for alignment: it’s a strategy-first, visual document that communicates what type of problem a product solves, how, and for whom. Yet because product roadmaps are living, breathing documents that can and should evolve, it can be frustrating to construct them. Let’s break them down.

Roadmap 52

Roadmap Net Promoter Score Document Metrics 52

UJET

JUNE 4, 2021

Get the jump on your competitors by downloading our free Digital Transformation Roadmap. They’ll understand that no framework and ensuing roadmap, however perfect, will account for everything that will happen during the digital transformation process. Frameworks to Roadmaps: How the Transformational Rubber Meets the Road.

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

PeopleMetrics

MARCH 25, 2022

The input collected through CAB interactions is then put to use to guide specific business objectives, like product roadmapping or adjusting marketing messaging. Product roadmapping. Product or service roadmap boards. Gathering market intelligence. Strategic direction adjustments. Marketing messaging strategy. Pricing changes.

Roadmap 118

Roadmap Feedback B2B Interaction 118

Gainsight

SEPTEMBER 20, 2019

As you complete the exercise above for each issue and product opportunity, thoroughly document your findings. As your team lays out the product roadmap for a period of time (quarter, cycle, sprint, etc.), The post Use This Framework to Unblock Your Product Roadmap appeared first on Customer Success Software | Gainsight.

Roadmap 58

Roadmap Webinar Document Definition 58

Kayako

MARCH 9, 2017

“Product testing helps me to understand the process of the Engineering team in deciding the roadmap. Helping to roadmap the releases means Support can identify and handle minor bugs, and also to communicate the correct issues to customers or engineers.”. Creating self-service documentation. You may also have some of your own!

Customer Service 71

Customer Service Document Webinar Roadmap 71

UJET

NOVEMBER 16, 2020

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. The more challenging aspect of a digital transformation is modifying the processes and procedures that have been in place for many decades.

Contact Center 138

Contact Center White Paper Roadmap Consulting 138

Talkdesk

DECEMBER 10, 2020

Don’t forget to document why you’re looking to replace your current solution. This assessment allows you to better understand your current state, identify which areas to improve and establish a CX strategy roadmap to reach your desired state. If you stick with the status quo, what would be the cost of doing nothing ?

Contact Center 115

Contact Center White Paper Transportation Roadmap 115

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

They’re all about the customer’s perspective, making them different from process maps or product roadmaps, for example. Customer journey maps are an essential extension of other documents your organization may have, including process maps, product roadmaps, and dashboards. Why do journey maps include customer emotions?

Customer Journey Mapping 162

Customer Journey Mapping Customer Journey Multi-Channel Roadmap 162

Education Services Group

MAY 28, 2021

Also known as a Success Plan or a Joint Success Plan , it is a document that’s developed collaboratively with your customer at the start of your relationship. Then, the CSM will use this conversation, and the document created from it, to build out a plan for delivering on that value throughout the customer’s lifecycle.

Customer Success 98

Customer Success Document Sales Customers 98

Gainsight

JANUARY 17, 2020

How do you prioritize what feedback gets incorporated into the product roadmap? From a bigger, strategic roadmap perspective, we get that from our executive business reviews or our insider program. Q: How do you prioritize what feedback gets incorporated into the product roadmap? These get routed directly to the product team.

Feedback 117

Feedback Roadmap Demo ROI 117

Help.com

NOVEMBER 16, 2015

The Trello board allowed us to create a roadmap of sorts where we categorized feature ideas and the sources of each suggestion. We considered each idea and moved them into lists like “future implementation” and “current roadmap” accordingly. One of the best features of Trello is its agile capability. Whether it’s Aha!,

Roadmap 40

Roadmap Feedback Customers Communication 40

SurveyGizmo

AUGUST 10, 2020

Mozilla also targets smaller random groups to provide insights on product changes and their internet experience in general, which helps decision-makers in Product Management and Engineering decide on the roadmap. This helps them drive product roadmap and development. Better Customer Satisfaction.

Feedback 98

Feedback Roadmap Customer Satisfaction Document 98

Avaya

APRIL 15, 2019

For more information on how AI improves customer experience, read There’s Nothing Artificial About It: AI and analytics document significantly better digital experiences for customers , or view Learn How a 95% Increase in Customer Wins is Possible with DCX+AI.

Roadmap 47

Roadmap Customer Experience Contact Center Document 47

Qualtrics

APRIL 25, 2019

This is alongside the well-documented benefits of D&I, such as improved productivity, creativity, and employee and customer satisfaction. Roseboro stated we need a new roadmap for D&I — a roadmap that goes from passive exclusion to active inclusion, and which is tailored to satisfy employee demands and capabilities.

Roadmap 40

Roadmap Competitive Advantage Culture Measurement 40

Avaya

APRIL 10, 2019

Still, I frequently hear customers say: “AI is all hype,” to which I respond with documented ways companies are using AI today and finding huge success. In my next blog, I will review how organizations are leveraging AI in the contact center and provide a roadmap for success. 80% increase in transactions handled by self-service apps.

Contact Center 71

Contact Center Virtual Agent Document Roadmap 71

ReviewTrackers

MARCH 14, 2019

To understand what “customer journey” means, let’s use a definition by SurveyMonkey : “Think of the customer journey as a roadmap detailing how a customer becomes aware of your brand, their interactions with your brand–and beyond.

Banking 94

Banking Customer Journey Touchpoint Rewards Programs 94

Gainsight

FEBRUARY 21, 2020

Before your next roadmap planning meeting, make sure you’re not making any of the following product experience mistakes and make fixing them a priority. It also provides quick access to Gainsight PX Documentation so users can find answers to their questions on their own. How do you prioritize your product roadmap?

Roadmap 89

Roadmap Demo Feedback Engagement 89

Retently

SEPTEMBER 12, 2018

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. This is where the actionable side of the NPS survey is fully uncovered and where we can discover insights from responses like “The user interface is quite straightforward and easy to use, but your documentation is quite confusing”.

Feedback 124

Feedback NPS Roadmap Customers 124

Bold360

DECEMBER 7, 2020

In the absence of self-service tools, a support organization’s knowledge base would be contained within the brains of human agents or else the agent would have to text somebody else or go to whatever documentation they have available. It’s harder to scale and optimize 24/7 customer engagement that way.

Multi-Channel 98

Multi-Channel Customer Engagement Roadmap Engagement 98

Gainsight

OCTOBER 22, 2020

As one team, we provide relevant guidance to users when they need it, whether it is through documentation or inside the product. The Gainsight platform makes it easier for me to stay customer-centric as I plan our roadmap priorities and put together requirements for upcoming enhancements. What does your day-to-day look like?

Management 98

Management Roadmap Document Customer Centricity 98

SurveyGizmo

SEPTEMBER 17, 2020

Mozilla also targets smaller random groups to provide insights on product changes and their internet experience in general, which helps decision-makers in Product Management and Engineering decide on the roadmap. This helps them drive product roadmap and development. Better Customer Satisfaction.

Feedback 64

Feedback E-support Roadmap Customer Satisfaction 64

Totango

MARCH 12, 2019

Follow a Roadmap Established by Customer Success Software. Document every customer interaction and automate tasks. The best customer success software will provide a clear roadmap of the elements you need to keep in mind during onboarding. Automate a variety of campaigns.

Roadmap 80

Roadmap Fashion Measurement Customer Success 80

Interactions

NOVEMBER 6, 2024

Discovery and implementation Implementation with an off-the-shelf solution may include self-guided materials and documentation and some hours of assistance for a near-DIY build. Working with a team like Interactions also prevents knowledge gaps when internal experts leave.

Contact Center 62

Contact Center Roadmap Document Interaction 62

Totango

DECEMBER 3, 2020

By integrating this software into your day to day, you will be empowered to document and share customer data, drive personalized customer engagement, and monitor the productivity of your CS team. Document and Share Customer Data . Enhance the product roadmap with real-time customer data—both qualitative and quantitative.

2020 64

2020 Customer Success Net Promoter Score Document 64

Customer Bliss

AUGUST 11, 2016

We have documented research everywhere that customer experience is more valuable than the perceived financial number attached to your brand , but many schools are still teaching power branding and old-school sales funnels. Simplify the roadmap for customers. Who does the customer call? Operations? Customer service?

Customers 141

Customers Books Sales Roadmap 141

Gainsight

DECEMBER 27, 2019

Is Customer Feedback Really Making It to Your Product Roadmap? Use This Framework to Unblock Your Product Roadmap. Learn how FullStory uses the 9-Blocker technique to identify blocks in their product roadmap and effectively get rid of them. The greatest product in the world won’t make up for a user process full of friction.

Article 97

Article 2020 Roadmap 2019 97

TechSee

AUGUST 31, 2022

Your team should be able to invoke a document signature capability, or when requested by the end-user, run a speed test or even remotely control the end-user’s computer in order to help them complete their desired task. Will you be able to influence the roadmap or strategy? Do they have one? How often do they meet?

Engagement 109

Engagement Culture Technology Omnichannel 109

Wootric

JULY 28, 2020

Building and maintaining the product roadmap is a central part of your role as a product manager. Yet there is surprisingly little consensus about product roadmaps across the product management community. Product roadmaps fit very strategically into this hierarchy. Next, turn those product goals into your product roadmap.

Roadmap 128

Roadmap Net Promoter Score Document Presentation 128