Customer Bliss

SEPTEMBER 19, 2017

Prior to Alteryx, Libby was a leading sales representative for the media, advertising, telecommunications and automotive industries at Strategic Mapping, a provider of spatial analytics and mapping software. In this role, she was responsible for defining both the company’s national sales growth and vertical-specific product development.

Chief Customer Officer 97

Chief Customer Officer Roadmap Telecommunications Customer Journey Mapping 97

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. The Net Promoter Score (NPS) survey is a reliable way to measure customer loyalty. Set and measure customer expectations.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Retently

MARCH 11, 2025

NPS, CSAT, CES survey responses measuring satisfaction and pinpointing customer effort levels. Why CX Managers Focus on Journey Optimization A smoother journey = happier customers = more sales. Step 3: Building Long-Term CX Roadmaps CX isnt a one-time project, its an ongoing strategy. Whats included in a CX roadmap?

Management 115

Management Customer Experience Roadmap NPS 115

InMoment XI

MAY 3, 2024

Whether it’s identifying opportunities for improvement, sharing compelling stories backed by data, or aligning with departmental roadmaps, Foot Locker’s CX programme is a testament to their customer-centric, integrated customer experience approach.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

SurveySparrow

SEPTEMBER 4, 2020

We had recently hosted an Ask Me Anything event about creating product roadmaps which made us delve deeper into its importance. We found that you can utilize your roadmap to up your product strategy game, improve decision-making, and steer your business on the path to success! What is a product roadmap? Product roadmap process.

Roadmap 96

Roadmap Metrics User Experience Feedback 96

CSM Magazine

JANUARY 20, 2025

When done right, the data doesn’t just sit in a spreadsheetit becomes the roadmap for meaningful improvements. For example, better content and landing pages might guide users through more of the sales funnel. Let’s break it down step by step to make sure you’re getting the most out of your SEO metrics.

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement User Experience 64

InMoment XI

SEPTEMBER 3, 2024

By analyzing customer interactions, businesses can measure key performance indicators (KPIs) such as customer satisfaction, first contact resolution rates, and average handle time. This can involve monitoring conversations to measure customer intent, satisfaction, sentiment, and the effectiveness of customer service agents.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

GetFeedback

SEPTEMBER 19, 2018

Measuring key support metrics like Customer Effort or Customer Satisfaction can give you the data you need to improve service quality. Lost Sales Feedback. When you get answers, you can shape your sales training and product roadmap and better fulfill customer expectations. Was it due to pricing or missing functionality?

Net Promoter Score 199

Net Promoter Score Roadmap Events Feedback 199

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

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Retail 109

Retail NPS Touchpoint Feedback 109

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. You’re measuring what already happened with customers. Chief Customer Officers measure the gold, blue, and silver metrics shown above. Therefore, it’s lagging. These are lagging indicators.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

Thematic

MARCH 20, 2025

Set measurable goals. Example: If your goal is to reduce support tickets, track customer complaints and resolution times to measure success. surveys, reviews, social media, support tickets, sales data). Measure the impact of implemented changes. Identify Key Data Sources The right data sources fuel meaningful insights.

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

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. While it may still be too early to measure the full impact of this strategy, the early indicators are encouraging.

Sales 95

Sales NPS Customer Success Customer Journey 95

Retently

JANUARY 19, 2023

Before attempting to measure it, let’s first try to define what product-market fit is. Starting a business and knowing that an audience is ready to buy your product considerably eases sales and marketing efforts. The post A Guide to Measuring Product-Market Fit with PMF Surveys appeared first on Retently.

Measurement 157

Measurement Marketing 2007 Competitive Advantage 157

InMoment XI

OCTOBER 10, 2023

The Importance of Measuring Customer Service Metrics Customer service metrics are the backbone of any successful customer-centric strategy. By accurately measuring these metrics, businesses can transform their customer interactions, fostering loyalty and driving revenue. KPIs, as the name suggests, are indicators. Frustrating, right?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Retently

MARCH 17, 2025

hours due to high ticket volume after Black Friday sales. more shipping issues during holiday sales). Common Spikes & Seasonal Patterns Are there trends during certain times like holidays, sales events, or product launches? Post-Purchase Period Refund & return tickets usually increase after major sales events.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

GetFeedback

DECEMBER 10, 2018

With Net Promoter Score (NPS), companies can measure customer loyalty and find ways to turn customers into champions. why should you care about measuring it? Measuring NPS allows you to identify your detractors. There’s no point in measuring NPS, or any feedback for that matter, if you don’t act on the results.

NPS 210

NPS Net Promoter Score Measurement Metrics 210

InMoment XI

JANUARY 10, 2023

They’ve got a sales team focused on enterprise sales, a customer success team that largely spends its time making onboarding simple and straightforward, and a customer support team that’s available to fix problems. Create a roadmap : Allow qualitative feedback to drive your plan for CX improvement. Big Picture Analysis.

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

Totango

NOVEMBER 21, 2024

In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. The Evolution of Customer Success and Post-Sales Gone are the days when customer success was merely about putting out fires.

Customer Success 62

Customer Success Chief Customer Officer Roadmap Sales 62

Thematic

MARCH 30, 2025

Identifying Key Performance Indicators (KPIs) Once your data is integrated, the next step is knowing what to measure. When KPIs align with business goals, every insight becomes measurable progress. With that data, they discovered a recurring theme: late-night sales calls were frustrating users—especially across time zones.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

InMoment XI

AUGUST 25, 2023

It is necessary for you to set clear, measurable objectives from the outset, which can guide the design and implementation phases of your CX program and provide a clear way for evaluating success. You should have also determined the metrics you are going to measure to track success and measure the ROI of your CX program.

ROI 195

ROI Net Promoter Score Webinar Financial 195

SurveySensum

OCTOBER 28, 2024

So, how do you measure the impact of NPS KPIs on your business, and, more importantly, what KPIs should you be keeping a close eye on to boost it? Here are the top NPS KPIs you need to be measuring: 1. Measuring CLV alongside your NPS will reveal whether your promoters are also your most valuable customers. Let’s find out!

NPS 52

NPS Loyalty Demo Customer Satisfaction 52

InMoment XI

JUNE 5, 2024

Document level text mining/NLP – Supporting all industry-standard NLP functions, including classification (via ml models, boolean queries, or against pre-trained taxonomy based on Wikipedia categories), NER, theme/concept extraction, sentiment measurement, summarization, intention, effort, and emotion measurement.

2024 195

2024 Social Media Innovation Document 195

Integrity Solutions

NOVEMBER 29, 2022

While investing in sales training can produce a range of benefits, all of us in sales know it all boils down to the bottom line. Here are the sales training metrics you should be using to measure your success. How to Determine Sales Training Metrics. How to Determine Sales Training Metrics.

Metrics 86

Metrics Sales ROI Financial 86

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. Optimize Customer Experience: Monitor customer experience initiatives and ensure measurable outcomes. Define Clear and Measurable Goals Start by identifying what you want to achieve.

Financial 52

Financial Rewards Programs Exceptional Customer Service Roadmap 52

GetFeedback

JANUARY 29, 2019

Sales : use survey feedback to enhance the purchase experience and bolster salesperson skills. Service : surveys help measure customer satisfaction and identify ways to improve your support systems. Service : surveys help measure customer satisfaction and identify ways to improve your support systems.

Net Promoter Score 150

Net Promoter Score Roadmap Feedback Travel 150

Experience Investigators by 360Connext

JANUARY 10, 2023

Sales are up thanks to referrals and positive word-of-mouth marketing. You had clear goals and knew how to measure them. Measurable. You began measuring feedback using quantitative data as well as gathering open-ended feedback. You began measuring feedback using quantitative data as well as gathering open-ended feedback.

2023 143

2023 Customer Journey Mapping Customer Experience Customer Journey 143

Integrity Solutions

SEPTEMBER 23, 2021

A value based sales process gives sales teams the system and behavioral alignment to effectively differentiate and demonstrate what the results are of the sale. Top sales performers not only articulate a product’s value, they exceed expectations by consistently engaging in behaviors that demonstrate a solutions mindset.

Roadmap 70

Roadmap Sales Leadership Insights 70

Thematic

APRIL 1, 2025

” Clear objectives will guide your team and help you measure progress. CRM and Sales Data: Purchase histories link customer value to feedback. It clarifies transitions between teams—like marketing to sales—helping everyone understand their role in the bigger customer experience picture.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

Thematic

MARCH 30, 2025

When sales gather insights about customer needs, those should be shared with marketing and product teams promptly. Communicating back to customers also has a measurable business impact. Monitor and Measure the Outcomes While the term “closed loop” may sound like it’s the end, it’s actually not.

Feedback 62

Feedback Customer Centricity Culture Customers 62

CSM Magazine

DECEMBER 9, 2024

Unforeseen costs and implementation complexities that weren’t part of the glossy sales pitch. Instead of focusing on feature lists and technical specifications, discussions will centre on achieving measurable operational improvements that ensure cloud CX investments deliver 3-4x returns typically within the first 18 months.

Webinar 52

Webinar Average Handle Time Customer Satisfaction Roadmap 52

GetFeedback

FEBRUARY 15, 2019

Net Promoter Score is a trusted measure of customer loyalty. Many companies measure NPS, but few use it to its fullest potential. After customers respond, you can calculate your NPS score: the quantifiable measure of how your customers feel about you. It’s time to implement a Net Promoter Score (NPS) program.

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

GetFeedback

OCTOBER 4, 2019

Product: Survey data also helps your product team create improved product roadmaps since feature requests are now based on customer expectations rather than educated guesses. Sales: Customer feedback can also shed light on your customer segments equipping your salespeople with a deeper understanding of what each value most.

Competitive Advantage 150

Competitive Advantage Touchpoint NPS Feedback 150

Calabrio

MARCH 22, 2025

Strategic Planning, Measurement, and Optimization: None of these call center management activities happen in a vacuumor at least they shouldnt. Turn voice-of-customer insights into better marketing and sales strategies The contact center offers unparalleled insight into the true voice of your customer.

Contact Center 52

Contact Center Management Call Center Measurement 52

Help Scout

APRIL 27, 2021

Unlike other metrics, like Net Promoter Score , Customer Effort Score , or Customer Satisfaction Score , there isn’t a defined way to measure your customer happiness — unless you create another survey to do so. If there’s no way to precisely measure customer happiness, how are companies supposed to know they are improving? User groups.

Net Promoter Score 135

Net Promoter Score Customer Satisfaction Social Media Measurement 135

InMoment XI

FEBRUARY 1, 2024

By understanding these intentions, businesses can proactively address customer needs, enhancing the overall customer experience and increasing sales and customer satisfaction. Adopting Spotlight translates into not just collecting feedback but transforming it into a strategic roadmap for business success.

Social Media 195

Social Media Metrics Telecommunications Insights 195

SurveySparrow

JUNE 2, 2023

A positive e-commerce experience is no longer a ‘nice-to-have’, but a ‘must-have’ It can foster customer loyalty, elevate your brand reputation, and drive your sales through the roof. An overly complicated or lengthy checkout can lead to cart abandonment, costing you valuable sales.

E Commerce 52

E Commerce Roadmap E-support Customer Experience 52