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

CSM Magazine

FEBRUARY 3, 2025

Whether you’re mapping long-term strategies or addressing immediate operational needs, a planning platform can serve as your business roadmap. A planning platform allows you to document these goals and assign tasks to team members, so everyone is on the same page. Allocate budgets to various projects or departments.

Financial 52

Financial Rewards Programs Exceptional Customer Service Roadmap 52

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.

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Roadmap Books Customer Centricity Social Media 46

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

Thematic

APRIL 1, 2025

CRM and Sales Data: Purchase histories link customer value to feedback. " Helpdesk, live chat, phone support, online documentation Customer surveys indicate frustration due to long wait times and unresolved issues Loyalty "Why should I continue to choose you?"

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

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. Salesforce is undeniably a powerhouse for needs spanning the marketing, sales, and customer experience lifecycle. Teams often start with a general journey map that shows how customers typically engage with them.

Customer Journey Mapping 162

Customer Journey Mapping Customer Journey Multi-Channel Roadmap 162

Gainsight

SEPTEMBER 20, 2019

The list is compiled from customer feedback received from sales, success, and support teams, as well as opportunities and improvements identified from our internal research and analyses. sales, marketing, and hugging teams ). As you complete the exercise above for each issue and product opportunity, thoroughly document your findings.

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

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. Think this is about “soft” skills that pale with reaching sales goals? Who does the customer call?

Customers 141

Customers Books Sales Roadmap 141

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.

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Feedback Roadmap Demo ROI 117

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. Reengineer your sales and marketing strategies based on customer feedback.

Banking 94

Banking Customer Journey Touchpoint Rewards Programs 94

Thematic

JANUARY 21, 2025

Text analytics organizes this messy feedback into actionable insights, providing a roadmap for better decisions. These personalized touches build stronger relationships and boost sales. Unlike structured data , which fits neatly into tables, unstructured text requires advanced techniques to extract meaning.

Insights 62

Insights Social Media E Commerce 2030 62

Avaya

APRIL 10, 2019

39% growth in digital sales. 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. AI Hype Isn’t All Hype.

Contact Center 71

Contact Center Virtual Agent Document Roadmap 71

Avaya

APRIL 15, 2019

Enables new sales or upsell (12%). 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. Reduces time agents spend on calls (24%).

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Roadmap Customer Experience Contact Center Document 47

Totango

DECEMBER 3, 2020

Given how all of these elements directly relate to increased revenue, it’s unsurprising that the Customer Success Salary Report also reports that CS teams are trending away from reporting to the CEO, and instead, are reporting to a Chief Revenue Office or Head of Sales figure. Document and Share Customer Data .

2020 65

2020 Customer Success Net Promoter Score Document 65

Totango

APRIL 12, 2022

The customer focus is driving a shift in the old pre-sale vs post-sale mindset. has a roadmap, a backlog, iterations, and new releases.In The customer journey is the combined and shared efforts of all teams within an organization – from Customer Success to Marketing, Sales, Product, Support and more. Deliver Value First.

2022 88

2022 Customer Success Insights Customer Journey 88

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 109

Feedback NPS Roadmap Customers 109

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

BirdEye

APRIL 17, 2023

A subscription business model is also a great way for a business owner to navigate difficult times that may bring low sales and profits. How to build a subscription model The subscription business model’s success has been well-documented over the past few years. This is a popular business model among leading publications.

Customer Retention 98

Customer Retention Consumers Sales Reference 98

ProProfs Chat

JANUARY 17, 2020

Make sure you do not pitch sales. With your targets in place, the next step is to assess and evaluate your sales process. Get your sales team into action to list the most powerful influencers and identify targets with decision making power. Start by creating a roadmap with a strong vision for SaaS product development.

Customers 107

Customers Customer Journey Presentation Brands 107

Quadient

SEPTEMBER 16, 2022

We also received a five out of five score for "planned enhancements" – the only vendor to receive a perfect '5' score, demonstrating the strength of our product roadmap. He started as a document designer using several VDP technologies, before moving to the software side of the industry. from University of Nevada, Las Vegas.

Customer Journey Mapping 52

Customer Journey Mapping 2007 Document 2022 52

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.

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Roadmap Net Promoter Score Document Presentation 128

ChurnZero

MAY 22, 2024

Building an executable digital CS strategy has three key components: a digital roadmap, an automation plan, and a touchpoint map. 1: Your digital customer success strategy’s digital roadmap. Be sure to include the “how” in your roadmap in addition to the “what.” What the heck do those mean? That’s okay!

Customer Success 52

Customer Success Roadmap Net Promoter Score Touchpoint 52

Gainsight

APRIL 8, 2020

In those days, traveling was a major part of the job—traveling to California for monthly meetings with my product team; traveling to clients for sales calls or customer discovery; traveling to our corporate offices for sit-downs with other teams such as marketing, support, and finance. Stories need to be prioritized. Conclusion.

Travel 52

Travel Roadmap Document Sales 52

CSM Magazine

APRIL 13, 2021

A database in which the information regarding customers like contact information, records of customer interaction, and transactions data are stored to help the sales and marketing team of the company to acquire as well as retain more customers. Advantages of CRM Software for Better Customer Service and sales.

Customer Service 52

Customer Service Customer Relationship Management Document Sales 52

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

ChurnZero

APRIL 11, 2024

It’s no longer a fancy thing, years out on the roadmap, that only highly mature CS organizations are good at. 4: Customer journey map Have you documented your customers’ experience with your company from their point of view? Is what you documented in an “as-is” or “to-be” state? So, it needs to be documented.

Customer Success 52

Customer Success Document Customer Journey Mapping B2B 52

ChurnZero

SEPTEMBER 6, 2019

Difficult Account Executives and a lack of a sales – CS partnership is detrimental to everyone. This helps our sales counterparts understand all the work that goes into a successful implementation. Consider creating a document that can serve as a “source of truth” for your internal Sales and CS operations.

E-support 49

E-support Document Sales Roadmap 49

Totango

NOVEMBER 3, 2022

Define and document how you will deliver a stand-out experience for your customers by mapping all the activities that deliver value at each stage. “If You can then take these assets into the post-sale process, lay them out for your customer, and prove you’re delivering the value promised and ensure they’re happy with what they’re receiving.

Customer Journey 62

Customer Journey Chief Customer Officer Healthcare Customer Journey Mapping 62

BirdEye

MARCH 17, 2023

This focus area can be sales, finance, marketing, HR, and niche operations. Although certain weeks or months may yield record-breaking results, there may be distressing indicators such as declining sales or cash flow issues, or an inability to expand at the desired rate. Demotivated workforce and high staff turnovers.

Consulting 98

Consulting Social Media Financial Sales 98

Natalie Petouhof

OCTOBER 12, 2016

In addition, products included in this document meet the threshold criteria for this category as determined by Constellation Research. They work with all functional departments, such as marketing, sales, customer service, supply chain, ecommerce, IT, digital performance management (DPM) and back-office systems.

Customer Experience 45

Customer Experience Customer Journey Mapping Consulting Roadmap 45

inSided

OCTOBER 1, 2022

These were some of their top challenges: Fractured customer experience : Customers need to visit different places to access content, with low navigability of available resources and a jarring gap between the pre- and post-sale customer experience. Integration to support and documentation via federated search.

Document 52

Document Customer Journey Customer Success Events 52

West Monroe

SEPTEMBER 23, 2024

In fact, “20% of the world’s largest companies have made net-zero commitments, representing sales of nearly $14 trillion,” with more than 400 large U.S.-based based companies also committing to net-zero targets of their own.

Transportation 52

Transportation Roadmap Consumers Technology 52

ChurnZero

SEPTEMBER 27, 2024

Q: My sales team often tells me the customer goals and is hesitant to let CS ask again on kickoff calls. I pose this as “I like to hear it from you” but again, sales is hesitant. Is it important to make sure the sales and product teams are talking about outcomes the same way you are? Stephanie: I concur with Keishla!

Customer Success 52

Customer Success Roadmap Sales Customers 52

West Monroe

NOVEMBER 2, 2022

Sellers want to ensure there aren’t any valuation surprises during their exit, and they want to drive the narrative around their exit—two variables better controlled for in a private sale rather than the public markets. Recognize learnings and document processes. Build a realistic roadmap.

Roadmap 52

Roadmap Innovation Financial 2022 52

Customer Alignment

MARCH 2, 2018

Although she came from a customer facing sales environment, she sought guidance on how she might hit the ground running if she decided to take up this new role. Try and keep this asset to key insights that you uncover and which best reflect a precis of the customer story and keep the detail for the supporting documentation.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

Method:CRM

APRIL 18, 2023

Just like with your marketing efforts, providing a better customer experience means more sales opportunities down the road. So, not only will you make your customers happier, but when you provide extraordinary customer service, you accelerate your sales process and increase profitability. Self-serve through support options.

Customer Experience 52

Customer Experience Connections Customers Roadmap 52