delighted

NOVEMBER 3, 2022

This is a guest contribution post by Christopher Beck, Senior Product Manager at GoodRX. If you want to create a great product that your customers will love (and continue to buy), you first need a great product roadmap. Haven’t built or managed a product roadmap before? What is a product roadmap?

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Roadmap Effort Score Tips Survey 86

Wootric CX Blog

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. Product Roadmaps Should be Flexible.

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Roadmap Guidelines Net Promoter Score Exercises 128

Gainsight

SEPTEMBER 1, 2022

To be sure, Product Managers spend a lot of time deciding which features need to be added to their product. But with multiple products and new urgent bugs and features to manage daily, it can be hard to focus on an organization’s bigger vision. And it addresses what’s coming next to best meet customers’ needs.

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Roadmap Data Net Promoter Score Analytics 52

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You started by defining what customer experience success meant to your organization. . How did this happen?

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Resources Customer Journeys Video Strategy 369

Quadient

JUNE 1, 2022

Quadient Named an IDC MarketScape Cloud Customer Communications Management Leader. Product Marketing Manager (CXM) – Tami May . In fact, it’s even more exciting following the pandemic turmoil and amid all the new tech and customer trends impacting the Customer Communications Management (CCM) category.

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Communication Management Multi-Channel Telecommunications 52

Kayako

DECEMBER 10, 2015

Your customers are getting annoyed, because features they’ve been asking for aren’t there yet. You need a roadmap to organize your product development and get everyone on the same page. Done correctly, your roadmap can answer hundreds of questions from teams across your business – and from your customers too.

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Roadmap How To Exercises Communication 120

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.

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Roadmap Effort Score How To Metrics 96

Gainsight

SEPTEMBER 28, 2022

By revamping their product strategy, companies can lower the cost of customer acquisition with low-touch onboarding strategies and also increase revenue retention with stickier products, helping to unlock new ways to scale up and sustainably grow revenues. Stay focused on stickiness.

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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? Document customer needs.

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Roadmap Customer Success Customer Centricity Feedback 59

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.

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Roadmap Sales Customer Centricity Return on Investment 81

Kayako

NOVEMBER 30, 2015

Janna Bastow of ProdPad will be joining Kayako’s Dan Wong for a webinar about the benefits of going public with your product roadmap on Thursday December 3rd, 4pm GMT / 11am ET / 8am PT. Product and support teams are interlinked when it comes to customers. Transparency is key to communication. Sign up here. Click To Tweet.

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Roadmap Communication Tools How To 72

SurveySparrow

JUNE 2, 2023

In the bustling digital marketplace, one thing separates the good from the great: customer experience. The ecommerce customer experience can make or break your business, becoming the deciding factor between a one-time visitor and a lifelong, loyal customer. In the world of e-commerce, this is even more crucial.

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Gainsight

MARCH 22, 2022

Sales and Marketing is to new customer bookings as Product Management and Customer Success (CS) is to the customer experience. Customers that achieve their business outcomes are more likely to continue to renew and expand. Like any strong relationship, communication is key. They’re the new hot couple!

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Integrity Solutions

SEPTEMBER 23, 2021

The concept of customer value is far from new. Ask any salesperson on the street if they’re providing customer value and they’ll say, “yes, absolutely.” When a customer spends time with a salesperson- and come away saying they got value from the discussion- what are they actually getting ?

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Roadmap Sales Case Study Leadership 72

Gainsight

DECEMBER 19, 2023

A carefully crafted customer journey is not static. If you’re facing the need to revisit and revamp your customer experience, our discussion with Mai Elizer, Senior Solutions Engineer at Comeet , offered invaluable insights into constructing a predictable and efficient customer journey.

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Customer Journeys Roadmap Comparison Exercises 97

Amity

APRIL 16, 2018

Deciding how much of your product roadmap - if any - to show your customers can be an area of uncertainty. Your product roadmap is your company’s high-level and strategic goals documented, along with an execution strategy that communicates how you plan on getting there. Be Transparent.

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Roadmap Feedback Customers Course 69

CustomerSuccessBox

JUNE 21, 2021

The success of your company depends on how you deal with the needs and goals of your customers.That’s why many businesses are shifting their customer strategy, including the ongoing customer growth plan from the Account Manager to the Customer Success Manager. What feedback are you getting from the customer?

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One Millimeter Mindset

SEPTEMBER 9, 2019

When you think about your professional advancement roadmap, storytelling probably is the last component on the list. And, the professional development roadmap we pursue is full of detours and potholes along the way. However, rediscovering and owning your stories are critical components of your professional advancement roadmap.

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Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

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Leadership Customer Experience Customer Centricity How To 259

ijgolding

AUGUST 12, 2014

It is impossible to ignore the fact that customer service has gone all social on us. Although this is a fact, there are still many organisations who are yet to understand how to manage this new ‘channel’ particularly well. So why are companies still not dealing with ‘social customer service’ very well?

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Experience Investigators by 360Connext

JANUARY 10, 2023

Customers are happier than they’ve ever been , and you know that because their feedback shows it. Employees are engaged in not just the idea of customer experience , but in their role as an important part of it. Leaders are working closely across the organization for the goals around a seamless, constantly improving customer journey.

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Customer Journeys Resources Video Strategy 143

Ecrion

FEBRUARY 24, 2021

What Is a Strategic Communications Plan? | Creating a Strategic Communications Plan |. How CCM Streamlines Your Strategic Communications Plan. For your business to be successful, you need to be able to get your company’s message out there for current and potential customers to see. Communications Plan? .

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Communication Customer Journeys Roadmap Omni-Channel 52

Quadient

MAY 20, 2022

Is it time to Evolve Your Communications to the Cloud? Changes in investment and the reorganization of budgets are a huge challenge in many industries, and as that shifts, so do customer behaviors. Quadient’s vision for the future of communications is about simplicity. Individual events often demand immediate communication.

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Communication Guidelines Roadmap Healthcare 52

Thematic

DECEMBER 28, 2022

Feedback analytics software is a powerful tool in a product manager's arsenal. In this post, we'll discuss six ways that feedback analytics can help product managers build better products! Understand customer context Metrics go up, and metrics go down. It's masses of valuable qualitative data.

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Analytics Software Feedback Management 71

Second to None

FEBRUARY 12, 2021

When you’ve done the hard work of collecting customer experience (CX) data and you’ve gained insights from that information, what happens next? . In our experience consulting with national and international retail brands, the key to actually improving your customer experience is this: . Easier said than done, right?

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Communication Customer Experience Report Roadmap 62

SurveySparrow

JULY 23, 2023

Let’s open the stage with a quote from Bill Gates, “Your most unhappy customers are your greatest source of learning.” ” This quote beautifully captures the essence of Customer Experience Management (CEM). Enterprise plan: Custom-built for large organizations. Explore the Fabulous 10 CEM Tools 1.

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Customer Experience Management Tools CEM Omni-Channel 52

Gainsight

MARCH 7, 2022

Over the past few years, we’ve been keeping our eye on an incredibly positive trend in the most successful companies: closer, more collaborative relationships between Customer Success and Product teams. . Level 0: No relationship; all communication goes via Zendesk/Jira. Communication and accountability—between both teams—is key.

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Customer Success Roadmap Chief Customer Officer Feedback 103

CSM Magazine

MAY 26, 2023

In the current dynamic business landscape, managing data effectively has become a crucial aspect of streamlining operations. With the rapid expansion of information, organizations that leverage efficient data management strategies can quickly turn mountains of data into key insights that drive decision-making and propel growth.

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SurveySensum

JANUARY 24, 2024

One of our long-time SaaS clients, Alice, launched her business a few years ago, and her project management tool skyrocketed as it solved a few drawbacks of existing tools in the market. Along with success, Alice also saw a plethora of feature requests from her customers, including her high CLV customers.

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Roadmap Feedback Customers Survey 52

Gainsight

OCTOBER 11, 2022

A well-oiled customer success (CS) machine that drives Net Revenue Retention (NRR). . SaaS organizations must align their teams around customer outcomes, and scale their CS team’s efforts with the utmost efficiency. To do this, CS leaders should operationalize CSM motions through a robust customer success management platform. .

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Gainsight

OCTOBER 22, 2020

I’m responsible for Product Management and Technical Communications. With a finance background, I am focused on developing our Revenue Optimization solutions, which connects Customer Success to revenue. . Mornings are dedicated to team and customer collaboration. How do you drive customer success in your role? .

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Meeting Management Roadmap Customer Centricity 98

Avaya

APRIL 15, 2019

She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. Increasingly, Digital Customer Experience (DCX) leaders are using and evaluating Artificial Intelligence (AI) to improve customer interactions.

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West Monroe

APRIL 3, 2023

Among the most common technology platforms being deployed or enhanced are: Advanced Distribution Management Systems (ADMS); Distributed Energy Resource Management Systems (DERMS); Customer Information Systems (CIS); Enterprise Asset Management Systems (EAM); and Geographic Information Systems (GIS).

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PeopleMetrics

MARCH 25, 2022

Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. How do they work? Back to Top.

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West Monroe

JANUARY 29, 2024

Communications and network connectivity have been rapidly evolving over the last several years to keep pace with growing use cases and requirements. The network architecture allows for redundancy and flexibility with ownership and management options across network components.

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Connections Roadmap Wireless Financial 52

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers?

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Totango

MARCH 27, 2020

Retaining loyal customers is equally as important as converting them in the first place, perhaps even more so. How do you address, much less predict, your customers’ needs and goals as they naturally grow and evolve over time in order to foster a lasting connection? Beware of vanity metrics that don’t tell the full story.

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B2B Customer Journeys Net Promoter Score Management 83