Gainsight

APRIL 30, 2019

Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. Net Promoter Score (NPS). Net Promoter Score (NPS). The Net Promoter Score (NPS) tells you the percentage of your customers who would recommend your product. How do I improve NPS?

Metrics 65

Metrics Net Promoter Score Management NPS 65

Gainsight

JULY 26, 2022

This product experience imperative was the exact topic of the Catapult webinar with Morgan Redwine from Dealerware. . Capture Timely Feedback: Most CS leaders are on board with the importance of collecting regular NPS and CSAT data. Dealerware increased NPS response rates 2700% by serving an NPS survey to users inside of their product.

NPS 59

NPS Webinar Roadmap Customer Success 59

Lithium

JULY 2, 2024

Khoros Fresh Features Product Release & Roadmap Webinar Watch the latest Fresh Features Live Q&A to learn how you can deliver an unforgettable customer experience that closes the gap between automated and human interactions. APIs, the current native NPS/CSAT feedback surveys will no longer function starting June 24.

2024 52

2024 NPS Roadmap Insurance 52

Bold360

SEPTEMBER 25, 2019

The result was a growing backlog and increasing time to close, impacting their NPS. Check out Patrick’s on-demand webinar to hear more about his story, his recommendations for getting started, and what’s on the roadmap for Citrix. Anyone who uses their product, even as an end recipient, can call into their support center.

Customer Experience 49

Customer Experience Roadmap Call Center Webinar 49

Thematic

MARCH 29, 2020

The most popular customer feedback surveys are Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys, which are typically sent daily, monthly, quarterly, once or twice a year, depending on how many customers you have and how quickly you iterate. Advantages: Easy to setup, cheap, scalable with the right survey analysis software.

Feedback 111

Feedback E-support Metrics NPS 111

CSM Practice

DECEMBER 4, 2020

Now most companies have a health score; Most customer success teams develop a health score and I talk a lot about it in my podcasts and webinars that I do throughout the year, how a customer health score in its designation is a very internal type metric. We went against the NPS for that specific customer. Is my customer healthy?

NPS 69

NPS Customers Customer Success Measurement 69

Lithium

DECEMBER 6, 2022

Khoros Care Customer Feedback Coaching Session Collect feedback from your customers with a high level question NPS or CSAT survey, and report on the results in Khoros Care! Webinars & Events Some event areas are limited to Khoros customers only. Changed forum discussion subjects rendered properly in replies and community widgets.

2022 52

2022 Social Media 2023 Roadmap 52

Lithium

NOVEMBER 1, 2022

NEW Coaching Video: NPS/CSAT Enable users to privately share their feedback with your brand after a customer service interaction. Webinars & Events Some event areas are limited to Khoros customers only. So, how did they do it? Was it the stars aligning? Some kind of holiday miracle? Read on to find out. Available On-demand.

2022 52

2022 Roadmap ROI Social Media 52

Gainsight

MAY 3, 2020

Remote work, a rapidly shifting product roadmap, and a demand to support existing customers have led to a tighter integration to improve retention. During this webinar we focused on three ways to drive this alignment: Product Analytics and Customer Context . Adoption Breadth : Usage or Adoption of you top 3-5 core/sticky features.

Customer Success 59

Customer Success Roadmap ROI Sports 59

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Product Adoption roadmap. You’ve probably read your fair share of information online about Customer Success.

Customer Success 66

Customer Success Metrics E-support Leadership 66

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. A Net Promoter Score (NPS) survey gets sent every year, and your scores are good. What the heck do those mean? That’s okay!

Customer Success 52

Customer Success Roadmap Net Promoter Score Touchpoint 52

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. Webinars & Events Some event areas are limited to Khoros customers only. Beyond the Roadmap: TikTok & Talkwalker Deep Dive Watch now. Salesforce Connector 4.3 Available On-demand.

Multi-Channel 52

Multi-Channel Leadership Roadmap 2022 52

SurveySensum

OCTOBER 5, 2020

In the above typical B2B SaaS customer journey, a customer attends your webinar and finds out about your product. Throughout this customer journey, you’ll gather customer feedback from every stage using CSAT, CES, and NPS surveys depending on each touchpoint. . Now, what are CSAT, CES, and NPS Survey? NPS Survey.

Customer Journey 52

Customer Journey B2B Net Promoter Score NPS 52

SurveySparrow

AUGUST 28, 2023

5 Continuous Education Webinars and Workshops : Host regular webinars and workshops that educate users on advanced features and best practices. Net Promoter Score (NPS) : Send out NPS surveys to gauge overall customer satisfaction and identify promoters, passives, and detractors.

Customer Journey 52

Customer Journey Customer Experience Webinar Net Promoter Score 52

Gainsight

FEBRUARY 20, 2019

Depending upon your company’s product roadmap, you might be shipping and refining new product updates monthly, weekly, or even daily. Success is measured in renewal rate , NPS , CLV, or retention rate. Increase adoption through easy-to-use, in-app engagements and fuel your roadmap with data-driven user insights. SCHEDULE A DEMO.

Roadmap 45

Roadmap Demo Measurement Customer Success 45

Amity

MARCH 19, 2014

Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. Customer Product Adoption roadmap. You’ve probably read your fair share of information online about customer success. Customer and CSM Onboarding.

Customer Success 54

Customer Success Metrics Leadership Customer Satisfaction 54

ChurnZero

AUGUST 30, 2019

Pay Attention to Net Promoter Score (NPS). From @jasonlk ‘s playbook for going from $1m to $10M, make NPS a top 3 goal. Upcoming Webinar. Customer reference program increased deal sizes by 2.5X at Talkdesk. That’s a descent-sized whoop. SaaStrScale. Bill Cushard (@billcush) August 29, 2019. .

Customer Success 40

Customer Success Net Promoter Score 2019 NPS 40

Amity

OCTOBER 31, 2016

We also publish content and conduct webinars with them, and we use the tools they use, like Marketo. So we regularly share best practices and conduct webinars and reviews with customers. We recently sat down to plan our 2-year roadmap from a product perspective and Customer Success had one of the most important seats at the table.

Customer Success 0

Customer Success Customers Definition Metrics 0

Gainsight

FEBRUARY 26, 2024

User journeys can include granular mapping to key features, re-engagement if users go dark in your product, and outreach such as one-to-many webinars or feature release notifications. Ask for in-app input on leading indicators like NPS. Automate renewals via digital touchpoints.

NPS 52

NPS Touchpoint Customer Journey Effort Score 52

inmoment

JUNE 1, 2020

We’ve seen Australian brands turn off their VoC programs after seeing NPS scores drop. These kinds of actionable insights will inform your business roadmap and propel your brand forward. In essence, the very premise of NPS attempts to reduce the human experience to a simplified number.

Customer Experience 69

Customer Experience Feedback Insights NPS 69

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Product Adoption roadmap. You’ve probably read your fair share of information online about Customer Success.

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Product Adoption roadmap. You’ve probably read your fair share of information online about Customer Success.

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Product Adoption roadmap. You’ve probably read your fair share of information online about Customer Success.

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Product Adoption roadmap. You’ve probably read your fair share of information online about Customer Success.

Customer Success 48

Customer Success Metrics E-support Leadership 48

ChurnZero

JANUARY 17, 2020

This same customer data can prove valuable for both your product and development teams, especially when your team is creating a product roadmap. . . “We Are their NPS responses poor? . Upcoming Webinar: How to Streamline Onboarding to Reduce Churn. Consider making use of data like: . ? Features adoption . Daily logins .

Metrics 72

Metrics Customer Success Insights Webinar 72

Amity

OCTOBER 12, 2017

Best practice webinars. Net Promoter Score (NPS) surveys. Cross-functional initiatives such as CS/Product collaboration on the product roadmap. We were able to increase NPS by 666% which had a dramatic impact on our team and our relationship with our customers. Renewals and upsells. Quarterly retrospectives.

Customer Success 61

Customer Success Net Promoter Score Customer Journey Metrics 61

CSM Practice

JANUARY 1, 2017

Anna Connell: When no usage data is available, there are a couple of things I recommend having the customer success program focus on: Voice of customer metrics, including: NPS, Support scores, feedback from customer meeting, etc. Financial metrics: Renewal rates, early renewal rates (important!), customer churn data, account add-ons.

Customer Success 58

Customer Success Metrics E-support Customers 58

ProProfs Chat

SEPTEMBER 13, 2019

Two of the best ways to drive feature adoption are: by educating your customers (either through blog, webinars or any other type of content). Net-Promoter Score (NPS). Net-Promoter Score (NPS). NPS score will help you to: Identify people who are ready to churn and take actions that will prevent that. First response time.

Customer Service 55

Customer Service Net Promoter Score Metrics Omnichannel 55

ClientSuccess

OCTOBER 10, 2017

Some metrics that CSMs should pay attention to during this stage include customer engagement numbers, types of content customers are engaging with (which often highlights the features they’re interested in), as well as interest in any marketing materials that deal with the customer success process or roadmap. Evaluation Stage.

Metrics 40

Metrics Customer Success Measurement Roadmap 40

Wootric

DECEMBER 9, 2020

During the webinar, he laid out planning elements you need to consider when building your CX program. It would gather NPS, CSAT, and Customer Effort Score (CES) feedback from all relevant customer touchpoints, analyze that feedback and turn it into an actionable experience strategy. . Product Roadmaps and UX Design.

Banking 52

Banking Culture Customer Centricity Feedback 52

Amity

OCTOBER 12, 2017

Best practice webinars. Net Promoter Score (NPS) surveys. Cross-functional initiatives such as CS/Product collaboration on the product roadmap. We were able to increase NPS by 666% which had a dramatic impact on our team and our relationship with our customers. Renewals and upsells. Quarterly retrospectives.

Customer Success 49

Customer Success Net Promoter Score Customer Journey Metrics 49

Gainsight

OCTOBER 17, 2019

Nothing quantifiable—highlights in releases, roadmaps, tradeoffs. Chart representing the NPS of users using Gainsight NXT. Things come up in the business—a spike in churn, a drop in NPS, sales dropping because of perceptions in the market—the question is, “how do you bring information to bear in that discussion?”.

Metrics 45

Metrics Presentation NPS Roadmap 45

ChurnZero

AUGUST 23, 2019

To talk about this newer role and shed some light on the evolution of Customer Success Operations and how it can impact SaaS businesses, we hosted a well-attended webinar earlier this week with Jason Conrad from the Customer Imperative. Say- in the next 90 days we’re going to implement an NPS process. Upcoming Webinar.

NPS 40

NPS Customer Success Sales Metrics 40

SurveySensum

FEBRUARY 14, 2024

This can include customer support, tutorials, webinars, and documentation. Easy setup of NPS dashboards for individual departments. It tracks feedback on these skills over time, offering a clear roadmap for professional development. Direct customer interaction and response through the Listening engine.

Feedback 52

Feedback 2024 Culture Demo 52

Pointillist

JULY 25, 2018

Training is most successful when conducted in-person but if that is not an option, a live webinar would work too. Pointillist enabled the telecom company to quantify the returns from the customer outreach investment, both in terms of ticket resolution rates and NPS scores. Pick a mix of financial, customer and operational metrics.

Customer Journey 43

Customer Journey Events Metrics Government 43

SurveySparrow

MARCH 26, 2021

A GTM strategy provides a roadmap for businesses to understand the relevancy and impact of their marketing and sales strategy. Prospects like them should be given case studies, tutorials, webinars, demos, etc. A detailed plan created to launch a product to the market is called a go-to marketing strategy. Winding up. .

Marketing 52

Marketing White Paper Advertising Airlines 52

SmartKarrot

MAY 25, 2022

Measuring the success of the client experience efforts by building and deploying reporting that includes CRM analytics along with client surveys (NPS and CSAT). Lead online webinars, consultations, and one-on-one demos to educate customers on the features of the product. Build, own, and execute client success and engagement plans.

Customer Success 3

Customer Success Document Demo Roadmap 3