inmoment

JANUARY 21, 2020

If you’re looking to shake things up in 2020, checking this living document is a great first step for seeing where your organisation has been and where it could go from here. Whether you’re looking to revamp a current charter or make a new one, this document is a great place for practitioners to start. Don’t have a CX charter?

Roadmap 52

Roadmap Customer Experience Document Customer Journey 52

Centercode

JANUARY 22, 2021

But they’ve invested so much time and energy into continuing customer research and testing that their roadmaps align with where their customers are naturally headed. At every step of the way, they’re consulting customers and refining their roadmap, adding or improving features, and cleaning up design.

Roadmap 59

Roadmap User Experience Return on Investment ROI 59

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. This guide will teach you how to launch a VoC program, take action with your customer feedback, and prove the ROI of your efforts. Get the Guide.

Social Media 262

Social Media Feedback Webinar Books 262

Centercode

APRIL 16, 2019

I always recommend making a program metric roadmap. Start by documenting a variety of metrics, then prioritize them (or ask your leadership to help you prioritize them). Start by showcasing submitted issues, then build a plan for implementing idea and praise submissions into your product metric roadmap. Example Metrics.

Metrics 65

Metrics Net Promoter Score ROI Leadership 65

inmoment

JANUARY 21, 2020

If you’re looking to shake things up in 2020, checking this living document is a great first step for seeing where your organisation has been and where it could go from here. Whether you’re looking to revamp a current charter or make a new one, this document is a great place for practitioners to start. Don’t have a CX charter?

Roadmap 40

Roadmap Customer Experience Document Customer Journey 40

inSided

OCTOBER 1, 2022

According to Alex Farmer, VP of Customer Success at Cognite, the first step on your community roadmap should be to unify all of the one-to-many events and content in one place. That includes your product release documentation, your LMS system, your support case portal, and your status page—all in one place.

Document 52

Document Customer Journey Customer Success Events 52

Gainsight

SEPTEMBER 28, 2022

Simplicity should impact: How you innovate: As your company and customer base matures, it can be appealing to plot every little feature request onto your product roadmap (especially the ones coming from your largest, highest-paying customers). Have clarity and reasoning behind your roadmap. How to keep things simple.

2002 52

2002 Roadmap NPS Fashion 52

Confirmit

MARCH 15, 2017

CX Foundation includes your program vision, your customer strategy, and proving the value and ROI of your efforts. A CX strategy is a living, breathing document with three key elements: Aspiration: Aspiration includes an inspirational statement on what we want to deliver. Do I REALLY need a CX strategy? How do I get started?

Roadmap 40

Roadmap Fashion Document 2016 40

ChurnZero

FEBRUARY 29, 2024

And remember too that if you’re managing up, leaders love to see how it’s going to impact ROI, so you’ll need to put some numbers behind it. With the click of a button, I can summarize the meeting, put it in a Google document, and share it with my other colleagues. These summarization features are key right now.

Insights 52

Insights Customer Success Webinar Culture 52

Natalie Petouhof

OCTOBER 12, 2016

In addition, products included in this document meet the threshold criteria for this category as determined by Constellation Research. SIs use gaps to create a long- and short-term road map, emphasizing low-hanging fruit and large ROI. Create strategy and technology roadmap  . Best practices methodology .

Customer Experience 45

Customer Experience Customer Journey Mapping Consulting Roadmap 45

CustomerSuccessBox

JUNE 8, 2021

Conduct strategic Business Reviews(EBR and QBRs) to understand the customer lifecycle milestones, and also to communicate the value of the product and showcase product ROI. Effectively communicate customer learnings to the sales and product team to help direct the roadmap of the company. Lead Cross-Functional Team.

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

Lithium

JUNE 11, 2019

Accessing Help and Documentation. Description: The Social Media Management Strategy Certification is designed for those wanting to advance their skills while developing a roadmap based on their specific business objectives for their implementation of social technology. ROI Connection. Studio features for Community Managers.

Workshop 40

Workshop 2018 Social Media ROI 40

Lithium

JUNE 11, 2019

Accessing Help and Documentation. Description: The Social Media Management Strategy Certification is designed for those wanting to advance their skills while developing a roadmap based on their specific business objectives for their implementation of social technology. ROI Connection. Studio features for Community Managers.

Workshop 40

Workshop 2018 Social Media ROI 40

Lithium

JUNE 11, 2019

Accessing Help and Documentation. Description: The Social Media Management Strategy Certification is designed for those wanting to advance their skills while developing a roadmap based on their specific business objectives for their implementation of social technology. ROI Connection. Studio features for Community Managers.

Workshop 40

Workshop 2018 Social Media ROI 40

Eptica

JULY 11, 2018

At the same time you want to deliver a fast ROI to unlock future budget for CX programs. Write a RFP Once you have a good idea of your needs write this down as a Request for Proposal (RFP) document. Again, look forward and find out about their future development roadmap. How will volumes scale?

Customer Experience 51

Customer Experience Average Handle Time 2018 Roadmap 51

BirdEye

APRIL 3, 2023

A business plan is a document that outlines the goals and objectives of a business, as well as the methods used to achieve them. Depending on the length and scope of the business plan, the document may expand and elaborate on the details of these key elements. It also details how the business will be financed, managed, and staffed.

Financial 52

Financial Airlines Document Sales 52

West Monroe

JULY 11, 2018

Think of this as the roadmap which guides the organization from point A to point B. Financial impacts, such as cost and ROI. We’ll continue here with stage 4 of DEEPEN: the Plan. It can be difficult to know which projects to enact first. Amount of effort and time to execute the initiative.

Customer Experience 40

Customer Experience Roadmap Document ROI 40

ChurnZero

SEPTEMBER 6, 2019

They also highlighted the need for mutual understanding and suggest creating a living document that lays out expectations. . . “ Consider creating a document that can serve as a “source of truth” for your internal Sales and CS operations. Coming armed with stats and a roadmap to success will help make your case.

E-support 49

E-support Document Sales Roadmap 49

CSM Practice

OCTOBER 10, 2018

ROI: How and when do you demonstrate that your solution generates value I classified various choices in each pillar into four buckets from Undeveloped via Emerging and Expanding to Conquering. Playbook: You have a documented playbook for the entire customer journey that is used by your partners.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

ROI: How and when do you demonstrate that your solution generates value I classified various choices in each pillar into four buckets from Undeveloped via Emerging and Expanding to Conquering. Playbook: You have a documented playbook for the entire customer journey that is used by your partners.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

ROI: How and when do you demonstrate that your solution generates value I classified various choices in each pillar into four buckets from Undeveloped via Emerging and Expanding to Conquering. Playbook: You have a documented playbook for the entire customer journey that is used by your partners.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

Waypoint Group

AUGUST 1, 2018

Your company needs clear processes that capture and self-document what’s working, not-working along with the plan forward. No doubt there are workarounds, different approaches and best -practices, customer education and training, and existing roadmaps that your customer will want to know about.

Loyalty 56

Loyalty Connections Net Promoter Score E-support 56

SmartKarrot

FEBRUARY 21, 2022

Make strategic marketing recommendations that drive outcomes for your clients and ultimately deliver ROI. Serve as customer advocate internally and influence Canonical products, websites, documentation, processes and people to improve customer satisfaction and retention. Deliver QBRs that are focused on impact.

Customer Success 19

Customer Success Roadmap Government Document 19

SmartKarrot

APRIL 26, 2022

Develop effective ROI-focused customer success programs to ensure successful onboarding, adoption, retention, renewal, and expansion for the customers base. Increase customer lifetime value through higher product adoption, usage, customer satisfaction, and overall health scores.

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

Retently

AUGUST 26, 2019

There are plenty of reasons to use feature request boards: It makes your customers feel like their voices are actually heard, and that they’re actively contributing to your product roadmap. Your product/service’s ROI will be highlighted even more since you will have plenty of long-term benchmarking data to back it up during QBRs.

Feedback 94

Feedback Social Media Net Promoter Score NPS 94

Gainsight

JUNE 11, 2021

There should be explicit knowledge: data, information, documents, records, and files. Leverage by identifying roadmap initiatives, progress against them, identify whitespace opportunities and feed content to other business systems to enrich the customer. Start the kick-off asking the customer to commit resources and time.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

Amity

JULY 10, 2017

They talk about what they did, what usage and support cases trends they see or what the product roadmap is - instead of having an exchange or interaction, otherwise known as a conversation. Customer Success Managers often focus the QBR conversation around various metrics and information related to the client. All QBRs are not created equal.

Metrics 63

Metrics Roadmap ROI Customer Success 63

SuiteCX

MARCH 31, 2015

It is very similar to the process and structure around data governance which is a more mature capability in many companies. ©2015 suitecx – Confidential What is the main purpose and goal of your journey mapping efforts? .

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

Circular Edge

MAY 6, 2022

The module makes the staff accountant’s job easier by generating key financial documents like balance sheets, cash flow statements and payment receipts. The solution stores employee records, including contact information, employment forms and tax documents. Now, the company can better control cash flow and spending.

Financial 52

Financial Document Retail Sales 52

SmartKarrot

MARCH 7, 2022

Define, drive, and demonstrate the value (ROI) delivered to Urbint’s customer base. Establish a metrics framework to realize and measure business value through use of Pega software, co-produce a strategic roadmap for transformation, and encourage adoption of best practice through enablement and governance.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

ChurnZero

MARCH 1, 2019

Having simple document in place with those ideals helps eliminate the guesswork and gives every CSM a roadmap to their own success. ChurnZero Resource – ROI Calculator. A: Two of my favorite career hacks are especially relevant when I start in a new role. Brooke Goodbary, Customer Success Expert, dataxu.

Customer Success 40

Customer Success Return on Investment Customers Workshop 40

SmartKarrot

JANUARY 5, 2021

Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom Organization: OpenPlay As a Customer Success Manager, you will lead on the creation and maintenance of OpenPlay support documents, video guides and FAQs – quickly gain a deep understanding of the OpenPlay system.

Customer Success 10

Customer Success Consulting Roadmap Government 10

SmartKarrot

MAY 10, 2021

Collaborate with customers in a highly strategic manner to develop their success roadmap for the first 12 months of adoption and beyond. Work with customers to quantify business value and ROI, solidifying the value of the platform to the organization. Driving the customer’s business transformation and operational excellence.

Customer Success 10

Customer Success Roadmap ROI Workshop 10

SurveySparrow

MARCH 14, 2023

10 Essential Product Manager Competencies You Need to Thrive Product features Roadmap Product analytics User experience Product solving skills User onboarding Prioritization Research Communication Organization #1. The product roadmap helps in the development and release of your product. Product beta testing data from SurveySparrow #3.

Management 10

Management Roadmap Communication User Experience 10

Pointillist

AUGUST 14, 2018

By documenting the lessons learnt during the pilot, ironing out hiccups on a smaller spectrum and testing out the effectiveness of your planned process, you can make more effective decisions about resources. Top Telecom Provider Rapidly Quantifies ROI with Pointillist. Build a Roadmap for Future Improvements. A large, top 5 U.S.

Customer Journey 41

Customer Journey Metrics Measurement Events 41

Thematic

MARCH 29, 2020

The first version recently got featured in a document that landed on my desk: the quote! Tip: Our webinar “Proving the ROI of CX ” has 5 keys for turning insights into action and influencing stakeholders. For any product roadmap meetings, make sure customers are in the room. Step 3: Visualize data effectively.

Feedback 111

Feedback E-support Metrics NPS 111

ChurnZero

AUGUST 23, 2019

So, as a CSM, you need to be able to update account health scores, you need to be able to document your interactions. So just think about the investment versus the ROI and don’t forget- 1% increase in retention can have a 12% increase in company valuation over a couple year. They should be helping the CSMs life be easier.

NPS 40

NPS Customer Success Sales Metrics 40