Lumoa

JANUARY 27, 2023

Follow these steps to start mapping your customers’ journeys: Create Customer Personas This is an idealized representation of your customer and investigates the psychological and behavioral elements at play when they engage with your company. Are there any recurring customer complaints?

Customer Journeys 208

Customer Journeys Customer Experience Customer Service Touchpoint 208

Amity

MAY 4, 2016

SaaS Tattler Issue 83 - Tools to Support Your Growing Customer Base. Yes, we recognize that some companies are a bit premature for a Customer Success Platform. However, that shouldn’t stop them from making their customers successful. Tools of the trade: Apps for customer success. AnyMeeting - (Score = 1807).

Customer Base 48

Customer Base Tools Effort Score Roadmap 48

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Consider the following questions.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

ClientSuccess

MARCH 8, 2023

Define Next Steps One of the biggest reasons follow-up emails are so critical after customer calls is that they often serve as a bridge between meetings to keep your customer projects alive and keep things moving between live conversations. A little bit of gratitude can go a long way in building a loyal customer base.

Customer Success 79

Customer Success Tips eBook Roadmap 79

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Consider the following questions.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. Think of it like a project plan.

B2B 98

B2B Customer Experience Roadmap Culture 98

Gainsight

JANUARY 17, 2020

So we asked 10 experts the following questions to learn more about how they collect and prioritze customer feedback: What are some of the effective ways you collect feedback? How do you work with your customer-facing teams to gather feedback? How do you prioritize what feedback gets incorporated into the product roadmap?

Feedback 117

Feedback Roadmap ROI Case Study 117

ChurnZero

APRIL 27, 2023

The respective directors of the customer success team and the product team were really going at it. The meeting we were in was supposed to be a forum where the two teams could trade notes and collaborate on the product roadmap. As the new leader of this CS organization, I stopped the meeting. Sound familiar?

Customer Success 52

Customer Success Management Meeting Roadmap 52

Support EXP

FEBRUARY 8, 2024

Specifically, they are bracing themselves against the headwinds threatening the growth of both their customer base and their bottom line. Advanced technologies (you may have heard of something called AI) promise much in terms of capturing behavioral and transactional information about your customers.

Data 52

Data Trends Competitive Advantage Financial 52

Gainsight

MAY 3, 2022

Expansion revenue is money that your company generates from your current customer base. Some common examples include any revenue you earn from upselling, cross-selling, and securing upgrades from existing customers. By doing so, you reveal more product value and inspire your customer base to invest more money in your product.

Handbook 52

Handbook Roadmap User Experience Metrics 52

Retently

JANUARY 19, 2023

Another reason why product-market fit is essential is that it helps to create a loyal customer base. When a product meets the target market’s needs, customers are likelier to become advocates for the product. That can increase brand awareness, which is vital for the long-term success of any business.

Measurement 158

Measurement Survey Marketing Effort Score 158

Thematic

JULY 11, 2022

This step tailors the analysis to meet your specific product, marketing or operations team use case. Step 5: Using the analysis to uncover insights Now it’s time to identify actionable insights and discover what your customer feedback data tells you. It also ensures trust, as you can check for accuracy and usefulness.

Analysis 77

Analysis Roadmap Banking NPS 77

Optimove

OCTOBER 21, 2021

Buyer Demand #2: A roadmap for solution maximization. Speaking to thousands of marketing decision-makers every year, we already see many of them requesting meetings with the Customer Success Team as part of the deal cycle! For more tech-savvy organizations, this might mean demand for flexible solutions with robust API offerings.

Brands 59

Brands Self Service Roadmap Competitive Advantage 59

ChurnZero

DECEMBER 21, 2023

However, the process never stops, so when there’s a customer need that you don’t get to the first time around, come back around and prioritize it the second time. Maybe, just as our product teams create a roadmap of future product features, we should have a similar roadmap of improvements to our customer experience.

Sales 52

Sales Customer Success Tourism Roadmap 52

West Monroe

APRIL 9, 2023

Those notions may not adequately address the needs of their recently expanded customer base. Companies should actively engage and communicate with their newly acquired customer base—beginning on Day 1 of the post-sale integration—to gain a deeper understanding of their needs and expectations.

Strategy 52

Strategy Company Leadership Customer Centricity 52

West Monroe

APRIL 9, 2023

Those notions may not adequately address the needs of their recently expanded customer base. Companies should actively engage and communicate with their newly acquired customer base—beginning on Day 1 of the post-sale integration—to gain a deeper understanding of their needs and expectations.

Strategy 52

Strategy Company Leadership Customer Centricity 52

TeamSupport

SEPTEMBER 28, 2018

But, with all these changes, problems can and will arise that require the attention of your customer team. The job to communicate both the good and the bad about your SaaS product to your existing customer base often falls on the customer success team.

Customer Success 80

Customer Success Company Roadmap Communication 80

ChurnZero

FEBRUARY 26, 2021

At a high level, Customer Success often focuses on adoption, retention, and expansion, which is a full-time job in and of itself. 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.

Customer Success 59

Customer Success Company Management Roadmap 59

CustomerSuccessBox

FEBRUARY 23, 2022

So you begin by defining what customer success means to your company. A customer success plan is a road map that your customer success team will follow to meet specific objectives. But it’s not only about figuring out what customers want or need. Optimize your customer success plan first. on a Monday.

Customer Success 52

Customer Success Customer Journeys Roadmap Strategy 52

Education Services Group

JUNE 20, 2023

There are three main facets of this critical phase, and CSMs play an essential role in ensuring customers realize value as they engage with your solution over the course of their contract. New growth models evolved , and Customer Success was born out of the need to cultivate and expand relationships with current customers.

Customer Journeys 52

Customer Journeys Self Service Touchpoint Customer Success 52

ChurnZero

JUNE 14, 2023

Customer insights can enhance your whole business, so look for a platform that integrates seamlessly with your existing tech stack. Also, look for a platform that non-CS people can leverage to meet their specific needs. Operationalize your customer success team. Does your CS team have a dedicated operations role yet?

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

Gainsight

SEPTEMBER 8, 2021

Organizations create dedicated roles to continuously improve CS functions to improve NRR or reduce costs by scaling up your customer base with the same CS headcount. That team of your in-house, expert thought partners is called Customer Success Operations. of customers who expand. Can your VP of CS do some CS Ops?

Marketing 105

Marketing ROI Leadership Analysis 105

Gainsight

APRIL 2, 2021

More broadly, Customer First operations also include support, professional services, and everything post-sales that dives into the current customer base. Her role is directly involved with leadership and customer success. She is present at meetings twice a month, especially listening to the concerns of the CS team.

Roadmap 52

Roadmap Leadership Customer Success Analysis 52

Gainsight

MAY 13, 2020

Visibility to gain a common view of the customer. How to find pockets of expansion in your customer base. Reducing silos to create the ultimate customer experience. Given that new sales will likely decrease, there has never been a more crucial time to support your existing customer base.

Roadmap 59

Roadmap ROI NPS Customer Success 59

CustomerSuccessBox

OCTOBER 31, 2021

Having a chance to be in front of, and learn from, our Executive Sponsor around what they care about and are looking to accomplish, we can be better internally at prioritizing what matters to our customer base. How do you prep a team? As I know, building that process takes a lot. How do you measure success?

Roadmap 52

Roadmap Customer Success Leadership Analysis 52

Gainsight

SEPTEMBER 21, 2022

There are plenty of unexpected challenges in SaaS right now, as the looming recession becomes a reality, but Customer Success (CS) organizations in particular are adopting digital tactics to overcome and endure these challenges. . Renewal conversations should never sneak up on you. Digital CS makes it possible with one-to-many tactics.

Customer Success 52

Customer Success How To Self Service Case Study 52

SurveyGizmo

DECEMBER 21, 2022

Past behaviors and mobile customer engagement history You don’t want to reach out to first-time customers and dedicated loyalty-club member s in the same way. Customer sentiment analysis gives you insight for your mobile marketing and product strategy, helping your dollars stretch further and your ROI increase.

Customer Engagement 52

Customer Engagement Feedback Engagement How To 52

West Monroe

APRIL 9, 2023

Those notions may not adequately address the needs of their recently expanded customer base. Companies should actively engage and communicate with their newly acquired customer base—beginning on Day 1 of the post-sale integration—to gain a deeper understanding of their needs and expectations.

Strategy 40

Strategy Company Leadership Customer Centricity 40

Gainsight

JULY 25, 2022

A few indicators of this include: Your customer integrates your product with their existing applications. Your customer uses your product’s data/output in high-level meetings . Your product is embedded into your customer’s product. Your product is your customer’s primary source of critical data .

Strategy 64

Strategy Customer Success Roadmap Consulting 64

West Monroe

JUNE 1, 2023

Where new CPO priorities are shifting In today’s resource-constrained moment, CPOs will need to have greater financial fluency, meet key data-driven metrics, and collaborate with other C-suite leaders to drive strategic growth. Here’s how they can seize the opportunity.

Return on Investment 52

Return on Investment Culture Metrics Roadmap 52

Education Services Group

MAY 28, 2021

By doing this work upfront, the CSM will have the information they need to build a roadmap for what success looks like from the customer’s point of view. Then, the CSM can compare and contrast that with their own internal business goals and create a plan of action to meet the needs of both sides.

Customer Success 98

Customer Success Sales Customers Roadmap 98

CSM Practice

JULY 24, 2019

Review and systemize your new strategy to scale and launch the new scalable strategy to the entire customer base. As a core company value, customer centricity should be evident in all company processes and strategy. Optimize Cross-Functional Processes.

Customer Centricity 45

Customer Centricity Roadmap Customer Satisfaction Customer Success 45

Magellan Solutions

NOVEMBER 27, 2023

Identifying your customer’s needs and desires can help you tailor your services. In this way, customers are satisfied, and loyalty is fostered. You want to build trust with your customers by meeting their needs. Listen to your customers to find out what they want.

Customer Service 52

Customer Service Exceptional Customer Service Customer Satisfaction Customer Centricity 52

West Monroe

FEBRUARY 19, 2024

Lack of overall strategy and roadmap: Without a holistic approach, brainstorming bottom-up ideas may lack cohesion and a unified purpose, leading to confusion, competing priorities, and inefficiency. Without a strong digital-focused culture, retaining talent layers an additional level of complexity.

Self Service 52

Self Service Innovation Financial Software 52

West Monroe

SEPTEMBER 15, 2022

How can major private equity players stay competitive and meet shareholder expectations as the market begins to cool? It also provides a roadmap to employees—both in leadership ranks and those further down the ladder––for how to integrate the new business into an existing platform. Featured Content. Featured Content.

Culture 52

Culture Roadmap Strategy Leadership 52

Gainsight

SEPTEMBER 1, 2021

More than two-thirds of companies now compete primarily on customer experience. More and more, producing company success hinges on meeting customer needs. In fact, 84% of companies that focus on improving their customer experience reported an increase in revenue. Experiment, test, and adjust.

User Experience 52

User Experience Roadmap Strategy Tips 52

Talkdesk

MARCH 12, 2020

Shifting customer demands and technologies can be challenging for enterprises to keep up with — even more so when the enterprise happens to be a Customer Experience (CX), Artificial Intelligence (AI) and Automation Solutions provider, responsible for meeting requirements across a diverse collection of industries.

Omni-Channel 60

Omni-Channel Customer Journeys Self Service Contact Center 60