InMoment XI

SEPTEMBER 3, 2024

Whether it’s improving customer support, enhancing sales strategies, or driving product innovation, conversational analytics offers a wide range of applications and use cases that can significantly impact business outcomes. Scalability Scalability and efficiency present another set of challenges.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

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

Experience Investigators by 360Connext

JUNE 22, 2021

Traditional business education and even standard business plans don’t include much focus on the customer’s journey beyond the basics of getting the sale and delivering a product or service. But meanwhile, we have at-risk customers who are ready and willing to defect to competitors when the right opportunity presents itself.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

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

GetFeedback

JANUARY 29, 2019

Sales : use survey feedback to enhance the purchase experience and bolster salesperson skills. Product : improve product features and inform your product roadmap with customer feedback data. It’s difficult to know which questions should be asked, when they should be presented, and how they should be phrased.

Net Promoter Score 150

Net Promoter Score Roadmap Feedback Travel 150

Retently

MARCH 17, 2025

hours due to high ticket volume after Black Friday sales. Focus on Trends : Dont just present numbers highlight whats changed and why it matters. more shipping issues during holiday sales). Common Spikes & Seasonal Patterns Are there trends during certain times like holidays, sales events, or product launches?

Insights 90

Insights NPS Metrics Customer Satisfaction 90

Alida

JULY 26, 2016

Her emphasis on customer experience drove word of mouth and sales for RedBalloon, which is now known as a pioneer in the profitable experiential marketing space in Australia. According to Sisodraker, Vision Critical’s product roadmap is driven by the need to provide enterprises with “memory.” Want more customers?

2016 162

2016 Customer Experience E Commerce Insurance 162

Thematic

MARCH 30, 2025

With that data, they discovered a recurring theme: late-night sales calls were frustrating users—especially across time zones. When customer feedback becomes the foundation of your product roadmap, every update starts to hit closer to home. Use AI-powered tools like Thematic to uncover actionable insights.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

InMoment XI

FEBRUARY 1, 2024

Spotlight’s integrated approach provides a comprehensive view, turning past and present data into powerful, actionable insights for immediate strategic impact. By understanding these intentions, businesses can proactively address customer needs, enhancing the overall customer experience and increasing sales and customer satisfaction.

Social Media 195

Social Media Metrics Insights Telecommunications 195

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Understanding the key lifecycle stages for an Ecommerce Focus on the Buyer Journey Each stage of the buyer’s journey presents unique opportunities and challenges for stores to engage with and satisfy customers.

Retail 109

Retail NPS Touchpoint Feedback 109

Integrity Solutions

JUNE 19, 2023

Since our work focuses on both skill and will — the skillset as well as the mindset necessary for sales success — we often get asked what the specific, core sales skills are that every salespeson today needs to have. We know that sales prospecting is a vital part of sales success.

Sales 16

Sales Communication Roadmap Competitive Advantage 16

Education Services Group

MAY 28, 2021

One way to help this process go smoothly is for sales and CS to work together during the handoff between pre-sales and post-sales. We’ve found that incorporating the development of the Customer Success Plan into the transition from sales rep to CSM also helps align sales and CS goals and, most importantly, keep customers happy.2.

Customer Success 98

Customer Success Document Sales Customers 98

Customer Bliss

NOVEMBER 15, 2018

When starting out in her role as Vice President and CXO, Samantha spent a lot of time with the sales team at events and quickly learned from them that the Co-op’s products and services weren’t up to par with customer needs. Doing a user experience audience was really the secret sauce for giving us the roadmap for what we needed to do.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

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 your team lays out the product roadmap for a period of time (quarter, cycle, sprint, etc.),

Roadmap 58

Roadmap Webinar Document Definition 58

Customer Guru

APRIL 10, 2018

Mr. Gangadhar has presented his theory on Service Excellence to various banks and private institutions, been invited as a guest speaker and has conducted development programs in excellent service delivery, outbound sales and supervisory skills. A book that would convey my belief ‘SALES HEAPS BUT SERVICE REAPS’ … but in a fun way.

Consulting 110

Consulting Customer Service Customer Centricity Travel 110

Retently

SEPTEMBER 3, 2024

PMF surveys guide our roadmap and help identify our Ideal Customer Profile (ICP), focusing our efforts on must-have features. NPS post-demo survey The insights gathered from this survey are invaluable for fine-tuning our sales approach. But the PMF Survey isn’t just about identifying gaps—it’s about staying ahead.

B2B 152

B2B NPS Demo Feedback 152

Totango

AUGUST 29, 2019

While the sales team will always be looking for new customers, retaining a current customer is far cheaper than finding a new customer to replace them. When you retain a customer, you’ve won a valuable patron who will be far likelier to want future sales or try new products. . Unify Communication Channels. Be Proactive.

Customer Retention 88

Customer Retention Customer Journey Customer Centricity Customers 88

ProProfs Chat

JANUARY 17, 2020

And that’s where your brand needs to be present. . You need to present content that helps your customers get answers to their questions. Make sure you do not pitch sales. With your targets in place, the next step is to assess and evaluate your sales process. And when they reach such conclusions, they seek answers.

Customers 107

Customers Customer Journey Presentation Brands 107

ChurnZero

SEPTEMBER 20, 2019

CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution. Q: What are your recommendations on keeping CSMs from being shoved down to a lower level customer contact after the initial sale.

Customer Success 66

Customer Success Roadmap Webinar Customers 66

Totango

AUGUST 13, 2024

Master the RACI: Your roadmap to success A RACI matrix, which stands for Responsible, Accountable, Consulted, and Informed, is a powerful tool for clarifying roles and responsibilities across teams. The goal isn’t to push unnecessary sales but to leverage CS insights to better serve customers and drive mutual growth.

Customer Success 101

Customer Success Management Customers Leadership 101

Totango

SEPTEMBER 9, 2022

Prepare any presentation aids you want to incorporate, such as illustrative stories or graphs summarizing data. Managers of specific departments using your apps, such as marketing or sales managers. Then, you’ll create a roadmap for the next 90 days. People don’t want just to be presented to; they want an engaging conversation.

Presentation 19

Presentation Metrics Customer Success B2B 19

Gainsight

APRIL 17, 2019

Organizations had to restructure to support higher velocity and more streamlined sales and marketing models. Modern CEOs at any moment can get a pulse on how Sales and Marketing are performing versus waiting for the end of the quarter. Even when I was presented data, I was always given the caveat that, “We’re not sure this is right.”

Presentation 79

Presentation B2C Roadmap Webinar 79

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In All of the above (and more).

Customer Success 59

Customer Success Management Roadmap Feedback 59

Totango

APRIL 12, 2022

To wrap up the event, Totango COO Jamie Bertasi shared 10 key takeaways she gathered from all the presentations and conversations that took place during our summit. 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 Deliver Value First.

2022 88

2022 Customer Success Insights Customer Journey 88

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Refining post-sale strategies to better understand and meet the needs of customers. For example, unified data bridges the gap between sales and CS teams.

Customer Success 98

Customer Success 2023 B2B Customer Relationship Management 98

Amity

JANUARY 30, 2018

We invited Maheen to the Amity office to present at one of our monthly Customer Success events. As a CSM, get involved in the sales cycle. Communicate your product roadmap regularly. Co-own the customer conversations about growth opportunities with the sales team. Identify win-win situations.

Customer Success 69

Customer Success Social Media Roadmap Sales 69

Thematic

JULY 11, 2022

Here’s how thematic analysis can be applied in the real world: Drive product roadmaps Thematic analysis is awesome when it comes to analyzing subjective feedback like product reviews. Finding these types of insights enables you to validate your product and create data-driven product roadmaps.

Roadmap 77

Roadmap Banking NPS Feedback 77

ViiBE Blog

OCTOBER 28, 2021

The main goal of a company should be to create a satisfied customer, by delivering a great customer service roadmap and quality products, while applying the right strategies. This requires companies to design a positive customer journey at each touchpoint along the customer roadmap. What is digital CX?

Social Media 52

Social Media 2023 Roadmap E-support 52

Totango

JANUARY 26, 2021

Your marketing and sales angle may be attracting the wrong audience, emphasizing the wrong problems or pitching the wrong benefits to appeal to your ideal customer. Poor Customer Fit. The path to churn can begin as early in your customer’s journey as the lead acquisition stage if your product is a mismatch for their needs.

Customer Retention 94

Customer Retention E-support Customers Customer Expectations 94

8x8

OCTOBER 17, 2018

They also have an eCommerce website and a contact center with inside sales and customer success agents. A “Talk to an agent” button is presented to the customer. Think of it this way, do you want to manage multiple vendors, SLAs, roadmaps, integrations, and potential security risks, or just one?

Communication 73

Communication Contact Center Roadmap Demo 73

Amity

OCTOBER 31, 2016

Uberflip has always had a strong marketing team because, after all, we’re a content marketing platform, the sales team has grown a ton over the last couple of years, and we have an amazing, fast-growing engineering team that’s built an amazing product. And that starts with the hand-off process between sales and customer success.

Customer Success 0

Customer Success Customers Definition Metrics 0

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

Retently

AUGUST 23, 2023

It’s like having a roadmap to your growth strategy. There is no need to go through lengthy reports or complex data presentations. CEOs can quickly grasp client sentiment, sales teams can assess account health and product managers can spot areas that need attention.

Net Promoter Score 147

Net Promoter Score B2B B2C NPS 147

Service Untitled

APRIL 10, 2013

Be trained, be prepared, and know how to handle a crisis if and when it presents itself by: Asking open ended questions to assess a person’s needs. For instance, if their shipment is delayed and in turn their customers are complaining, what will be accomplished by a sales representative saying “it’s not my fault.”

Books 81

Books Customer Service Social Media Customer Service Representative 81

SurveySparrow

DECEMBER 7, 2020

Then, 2020 arrived, and a digital transformation roadmap became the need of the hour. . These tools help you create a digital transformation roadmap and easily give your business a digital presence. . That’s why we’ve picked the 8 most useful tools to help businesses with their digital transformation roadmap. .

Roadmap 52

Roadmap Social Media Net Promoter Score Communication 52

Calabrio

NOVEMBER 18, 2024

Driving festive season success with Calabrio Analytics The festive season presents a valuable opportunity for retailers to offset some of these financial strains. However, to truly maximise festive sales, retailers must be well-prepared to handle increased demand while still delivering exceptional service.

Retail 52

Retail 2025 Engagement Management 52

Totango

DECEMBER 3, 2020

Good CS teams capitalize on the opportunities made by healthy accounts, while addressing the issues present in struggling ones. More specifically, these capabilities enable you to: Optimize the sales to CS handoff by ensuring that all documented client information is readily accessible prior to onboarding. Scale Customer Engagement .

2020 65

2020 Customer Success Net Promoter Score Document 65