Gainsight

FEBRUARY 26, 2024

Today’s customers expect a seamless omnichannel experience as they move from onboarding to product adoption to renewal—and it’s critical to lead them to value quickly to ensure your product becomes sticky along the way. Here’s a look at how to drive adoption with digital user journeys.

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How To NPS Effort Score Touchpoint 52

COPC

OCTOBER 26, 2023

This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries. Then, we look at the critical aspects of knowledge content and protective measures. Finally, we delve into the roles, processes and timelines of creating a customer-facing AI assistant.

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Technology Customer Experience Self Service Customer Journeys 76

Innovative CX

MARCH 24, 2023

In the latest “National Customer Rage Survey”, conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. How exactly have customer expectations changed, then? Talk to customers.

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Customer Service Chatbots Conference Customer Journeys 52

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. If so, you are not alone.

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Customer Journeys Analytics How To Metrics 43

SurveySensum

OCTOBER 5, 2020

For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. It will tell you at what different stages you should launch customer surveys to collect feedback. . Click here to know more about the customer journey .

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Customer Journeys B2B Survey Net Promoter Score 52

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. Here’s the webinar in full. 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.

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Sales Customer Success Tourism Roadmap 52

Confirmit

APRIL 15, 2019

Webinar Details. Ecore’s Voice of the Customer program measures and monitors the customer experience at many stages of the customer journey. It also delivers customer insights that are used by stakeholders all over the business to drive decision-making. Voice of the Customer Webinars.

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Customer Journeys Customer Experience B2C Roadmap 40

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. She has become the “go-to” person for building the ultimate Customer Success model. Q&A Recap.

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Customer Success Roadmap How To Effort Score 66

Confirmit

JULY 10, 2019

Webinar Details. You need to respond to customers’ issues to give confidence that you will do the right thing by them. With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Watch webinar.

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Customer Journeys B2C Customer Experience Professionals Customer Centricity 45

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. Robin van Lieshout, CEO & Co-Founder, inSided.

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Customer Centricity Chief Customer Officer Effort Score Sports 98

Totango

JANUARY 12, 2022

Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection. How do you navigate your customers’ product desires with the product team’s roadmap initiatives?

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Customer Success Management How To Leadership 96

Confirmit

JULY 10, 2019

Watch webinar. You need to respond to customers’ issues to give confidence that you will do the right thing by them. Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Her research focus areas include customer experience measurement and customer-centric culture.

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Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

Confirmit

JUNE 26, 2019

Webinar Details. He has been a chief architect for many companies, both B2B and B2C, guiding clients such as AT&T, Sears, Cisco, eBay, PayPal, NCR, CDW, Johnson Controls, Fannie Mae, and Midmark to successfully construct CX Visions including journey mapping, survey design, turning data into action, and maturity assessments and roadmaps.

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Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here.

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Contact Center Omni-Channel Multi-Channel Self Service 98

Gainsight

MAY 18, 2023

The team made some showstopping announcements, from an amped-up AI engine under the hood of the Gainsight platform to personalized, effective ways to engage customers and drive value throughout the digital customer journey. “The The history of Customer Success and the history of Gainsight are fundamentally intertwined.

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Self Service Chief Customer Officer Customer Journeys Customer Success 52

CustomerSuccessBox

JUNE 21, 2022

The customer begins to understand that the onboarding manager will take them through their customer journey. Most often, what happens is that too much of the customer information is not shared or lost during the hand-off process. So you need to understand how you can add value to their customer journey.

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Strategy Customer Retention Video Resources 52

NobelBiz

NOVEMBER 6, 2023

If you’re serious about boosting your operational efficiency, watch the on-demand version of our roundtable webinar, “Decoding the CCaaS Migration Dilemma: A Roadmap to Success.” Enhanced Customer Journey Seamless transition between channels means customers feel heard, understood, and valued.

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Call Center Self Service Contact Center Customer Service 105

Amity

MARCH 20, 2016

There was the ridiculous “we didn’t measure your door correctly, never mind listen to a word you said about your design preferences” quote, and the non-existent “we spent time and money sending someone to measure your door and spoke to you about your preferences but never sent you a quote” quote.

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Roadmap Measurement Customer Retention Communication 48

Wootric CX Blog

MARCH 15, 2020

Here’s a quick guide on how to automate closing the loop on customer feedback. Improve customer experience at customer journey touchpoints. To get serious about retention, consider asking for feedback at critical SaaS journey points–after onboarding, support interactions, and during product/feature use.

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Company e-support How To Chief Customer Officer 125

Amity

OCTOBER 12, 2017

For example, you shouldn’t start making massive technology investments until you have some of the other building blocks in places such as your customer journey and processes. That said, this model doesn’t mean that you don’t start hiring until you’ve fully defined your customer journey. Technology.

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Customer Success Customer Journeys Net Promoter Score Effort Score 61

Gainsight

MAY 3, 2020

Last week we were treated to a lively conversation with Eric de Jager, President at Harbor Products Group, and our very own Tyler McNally, VP of Customer Experience who really proved how vital it is for Product Leaders and Customer Success leaders to partner during these uncertain times. You should know and your exec team should agree.

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Customer Success Customer Experience Roadmap ROI 59

Amity

APRIL 7, 2016

In earlier blog posts, we talked about the importance of establishing the customer journey to drive success. The customer journey is a “roadmap” that takes the customer from point A to point B - from where they are today to where they will be in the future with the use of your product.

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How To Roadmap Customer Journeys Course 63

Amity

OCTOBER 12, 2017

For example, you shouldn’t start making massive technology investments until you have some of the other building blocks in places such as your customer journey and processes. That said, this model doesn’t mean that you don’t start hiring until you’ve fully defined your customer journey. Technology.

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Customer Success Customer Journeys Net Promoter Score Effort Score 49

Totango

JANUARY 7, 2020

Your customer onboarding workflow should be guided by real-time customer experience data. By closely monitoring customer progress through onboarding with an effective system designed to take action based on customer progress, you can measure their performance against results-focused goals that you know will lead to success.

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How To Roadmap Meeting Customers 72

Gainsight

JUNE 10, 2021

To create this targeted experience, it’s important to put together a bespoke program that involves multiple channels like email, webinar, and office hours in a way that’s best suited to your users. There is more training for tenured CSMs to drive and outcomes throughout the customer journey by aligning the training to the customer lifecycle.

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Metrics Customer Success Customer Journeys Measurement 52

SmartKarrot

MARCH 21, 2023

Work together with the product development team to modify the product roadmap in response to client comments and market developments. Lead a group of customer success managers and make sure they are working towards the same goals. Metrics for customer success should be measured and analysed to find areas for improvement.

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Customer Success e-support Consulting Roadmap 19

Amity

FEBRUARY 23, 2016

Clear Roadmap/Expectations/Next Steps. From setting up their software to establishing an account, there should be a clear road upon which the customer is driving, with a navigator (you) on board giving directions. The potential of gaining/keeping a customer loyal drop by each hour/day it takes for them to receive your answer.

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ChurnZero

JANUARY 10, 2020

His expertise is helping organizations focus on the customer journey to deliver an extraordinary customer experience, underpinned by world-class customer success, on-boarding and support organizations. . Investing in our customers’ success is one of ShootProof’s top priorities.

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Customer Success Chief Customer Officer Leadership Customer Retention 52

CustomerSuccessBox

NOVEMBER 1, 2018

In the webinar “ Playbook: Delivering Customer Success to Fortune 500 ”, Tj speaks about his experiences, mistakes, and wins while setting up customer success at XebiaLabs and dealing with Fortune 500 customers. What does the customer journey look like? Implementation: Setting customers up for success.

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Customer Success Training Customers Software 40

SmartKarrot

OCTOBER 20, 2020

Role: VP, Customer Success Location: San Diego, CA, US Organization: HashiCorp As a VP of Customer Success, you will be accountable for the success of the HashiCorp customer journey as measured by both the gross and net revenue retention for each customer segment.

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Customer Success Roadmap ROI Customers 10

Amity

OCTOBER 31, 2016

When hiring, I encounter a lot of ex-salespeople who want to see the rest of the customer journey, and I encounter people in tech support who tend to be more reactive than they need to be. We also publish content and conduct webinars with them, and we use the tools they use, like Marketo. A lot also happens with our sales team.

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