Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 108

B2B Customer Experience B2C Net Promoter Score 108

Circular Edge

APRIL 22, 2020

Through the theme of “ Re-Imagining JDE ,” Lyle Ekdahl illustrated how customers are leveraging EnterpriseOne 9.2 to modernize and transform their experiences – especially as individuals, companies & industries look to adapt due to the challenges surrounding COVID-19. Apps & Tools sets. JD Edwards Re-Imagined.

Resources 52

Resources Innovation Roadmap Self Service 52

ChurnZero

JULY 12, 2019

And I’m not only talking about desired outcome churn or low trial-to-paid conversion rate that occurs when new users abandon your platform before turning into customers. Your user adoption journey starts long before users actually interact with your product or platform. Your roadmap can partially influence that.

Customer Success 75

Customer Success Customer Experience How To Roadmap 75

Gainsight

JUNE 17, 2022

Even more importantly, you might miss the chance to achieve what your PLG strategy was designed for—enhanced user experiences, product adoption, and overall business growth. . Like customer success, product-led growth strategies were born out of a need to optimize SaaS companies. User Behavior.

Measurement 52

Measurement Effort Score Net Promoter Score Handbook 52

TechSee

AUGUST 31, 2022

After speaking with hundreds of customers, enterprise buyers and our global team of customer success leaders, below are the five key questions to ask when evaluating a provider for your business. After all, once I’ve bought the tool, driving adoption is my next hurdle. Internal Adoption. Launch & Rollout.

Engagement 109

Engagement Self Service Video Culture 109

Gainsight

FEBRUARY 26, 2024

Using Digital Journeys to Drive Adoption Whether your business is high touch, low touch, or somewhere in between, it’s just not feasible to guide users to adopt key features at scale when these efforts are all manual. When helping users reach value quickly, it can be overwhelming to promote all feature/functionality.

How To 52

How To NPS Effort Score Touchpoint 52

Gainsight

MAY 28, 2020

But what happens when you acquire a product that has a completely different user experience? Today I’ll share some thoughts around how we are marching forward toward a fresher, more unified experience in Gainsight PX. As I mentioned before, the Gainsight Horizon Experience is simple, intuitive, and beautiful. Background.

Roadmap 52

Roadmap User Experience Analytics Brands 52

Gainsight

SEPTEMBER 1, 2021

Because most SaaS companies are built on subscription, freemium, free trial, and contract models, the key to growth now lies within your product—and the secret code sits in your user’s experience. What’s causing this move towards user experience and product growth? and the faster your product will grow.

User Experience 52

User Experience Roadmap Strategy Tips 52

Zonka Feedback

OCTOBER 1, 2022

This strengthens the need for product improvement at every touchpoint of the user experience, be it buying your product, using it, requesting and adding a feature to it, or getting customer service or support in case of queries and concerns. Most probably, you’d think of switching to the new tool, isn’t it!

Feedback 96

Feedback Knowledge Base Social Media Roadmap 96

Circular Edge

APRIL 17, 2019

The CE team just wrapped up a fun and inspiring week at COLLABORATE 19 , where we were energized by the new city and new and longtime customers, friends and partners. JD Edwards Customer Journeys. Digital is where innovation sits in the intersection of customer experience and your business outcomes” – Lyle Ekdahl.

Resources 40

Resources Customer Journeys Roadmap Innovation 40

Circular Edge

APRIL 17, 2019

The CE team just wrapped up a fun and inspiring week at COLLABORATE 19 , where we were energized by the new city and new and longtime customers, friends and partners. JD Edwards Customer Journeys. Digital is where innovation sits in the intersection of customer experience and your business outcomes” – Lyle Ekdahl.

Resources 40

Resources Customer Journeys Roadmap Innovation 40

Solvvy

JULY 13, 2022

Also, 62% of survey respondents say experience with one industry influences their expectations in others. As companies strive to make the customer experience more personal and empathetic, could the answer be customer service automation? With the right technology and tools, the answer is yes. Chatbots and Live Chat.

Self Service 90

Self Service Customer Service Knowledge Base Chatbots 90

Gainsight

NOVEMBER 16, 2021

Instead, the product-led flywheel focuses on the user experience at different stages of the user’s journey. On the inner circle of your flywheel, visualize the different segments of your users based on their stage of their product journey. Understand the customer experience. And it’s for good reason.

Tips 52

Tips Handbook Analytics User Experience 52

Circular Edge

APRIL 24, 2019

In part one of my recap , I shared several JDE customer success stories, journey maps and announcements from the JD Edwards keynote and roadmap sessions at Collaborate 19 (I also included links to the recordings and presentations). Andy’s content-rich presentation 9.2 Business Motivators to (Continuously) Upgrade to E1 9.2

Innovation 40

Innovation Roadmap Case Study Conference 40

Circular Edge

APRIL 24, 2019

In part one of my recap , I shared several JDE customer success stories, journey maps and announcements from the JD Edwards keynote and roadmap sessions at Collaborate 19 (I also included links to the recordings and presentations). Andy’s content-rich presentation 9.2 Business Motivators to (Continuously) Upgrade to E1 9.2

Innovation 40

Innovation Roadmap Case Study Conference 40

Totango

SEPTEMBER 17, 2021

Your product itself serves as your main promotional tool, selling itself by demonstrating value. A freemium model provides a powerful marketing tool by giving you opportunities to build brand awareness. Since there is no risk to accepting a free promotional offer, this makes it easy to attract users to your app. Try it free.

Customer Journeys 75

Customer Journeys Sales Loyalty User Experience 75

Totango

JANUARY 26, 2021

A churn analysis offers a tool designed precisely for this purpose. What Is a Customer Churn Analysis? A customer churn analysis is an investigation that uses big data analytics methods to go beyond churn rate and identify underlying factors promoting customer churn. Change in Customer Goals.

Customer Retention 89

Customer Retention e-support Analysis Customers 89

Retently

MAY 2, 2023

Example of CES survey These surveys provide immediate actionable feedback every SaaS company needs to boost retention and inform their product roadmap. In addition, every department, be it customer success, product, or support teams, can leverage them by triggering survey campaigns at specific stages in the customer journey.

Customer Journeys 142

Customer Journeys Survey Effort Score NPS 142

SmartKarrot

APRIL 19, 2021

Role: Director, Customer Experience (CX) Location: Austin, TX, US Organization: Dover Fueling Solutions As a Director of Customer Experience, you will conduct market research and competitive analysis to develop a CX strategy and initiatives roadmap that drives differentiation. Apply here: [link].

Customer Success 10

Customer Success Roadmap Analysis Customers 10

Gainsight

AUGUST 27, 2021

In the same way, having metrics backing decisions will give you the support you need to show that the decisions within your product roadmap are aligned with the goals of the company. If your goal is to drive product-centered growth and a better user experience, it only makes sense to measure customer satisfaction (CSAT).

Net Promoter Score 52

Net Promoter Score Management NPS ROI 52

SmartKarrot

JUNE 12, 2020

Product adoption will be your leading indicator for achieving customer success. In the SaaS world, measuring it using product adoption metrics will verify how much value your customers are receiving from your product. Using various metrics will help you gain insight into leading indicator of customer success.

Customer Success 10

Customer Success Roadmap Metrics Customer Journeys 10

Gainsight

MARCH 30, 2020

Here are five tactics you can use to provide the best high-touch experience to your customers during a time of “no-touch” and social distancing. In-app engagements are great ways to reach out to very specific segments of your users. Path Analysis: Understand the path your new/reactivated users are taking.

How To 59

How To Analysis NPS Trends 59

Wootric CX Blog

MARCH 1, 2020

An established SaaS company that’s moved beyond the startup phase wants to unite its various customer Experience efforts. The goal is a unified view of the customer journey, and the implementation roadmap looks something like this: Switch support service + send CSAT surveys after each closure. Upgrade the NPS program.

Effort Score 52

Effort Score Roadmap Touchpoint Analysis 52

Solvvy

OCTOBER 25, 2022

Your business’s customer satisfaction index (CSI) uses scores on different aspects of your operation and combines them into an index that allows you to monitor overall customer satisfaction. CSI will also reveal which areas of your operation impact customer satisfaction and, therefore, which you should focus on.

Customer Satisfaction 62

Customer Satisfaction Measurement Effort Score How To 62

Circular Edge

AUGUST 30, 2018

This year’s JD Edwards INFOCUS conference buzzed with excitement, energy and collaboration – and set a record for highest number of customer attendees. It was an exciting week for the CE team as well, as we celebrated 15 years of customer success stories and product and service innovations. CE Experts & Innovations.

Resources 40

Resources Conference Chatbots Innovation 40

Circular Edge

AUGUST 30, 2018

This year’s JD Edwards INFOCUS conference buzzed with excitement, energy and collaboration – and set a record for highest number of customer attendees. It was an exciting week for the CE team as well, as we celebrated 15 years of customer success stories and product and service innovations. CE Experts & Innovations.

Resources 40

Resources Conference Chatbots Innovation 40

ProProfs Chat

DECEMBER 17, 2021

In-app feedback tools help businesses to collect real-time customer feedback , which is essential for a thriving business strategy. In-App feedback mechanisms are convenient, which allow users to share their concerns without disrupting their mobile app experience. Survey design is crucial for the user experience.

Tools 52

Tools Feedback Roadmap Survey 52

Gainsight

SEPTEMBER 13, 2019

Now, 80% of consumers prefer to do business with a company that offers personalization, making product experience intimacy vital to growth. Product-led growth uses this intimacy to drive user acquisition, expansion, and retention from the product itself. A superior user experience. The result?

Analytics 65

Analytics Sales Roadmap Exercises 65

Chattermill

SEPTEMBER 4, 2018

Slack's Growth in Daily Active Users. The cloud-based technology company has capitalised on the pent-up demand for a workplace communications tool and has become the tech darling of Silicon Valley. It recently passed 8 million daily active users with approximately 70,000 businesses paying for their services.

Net Promoter Score 40

Net Promoter Score NPS Advertising Feedback 40

Totango

SEPTEMBER 23, 2019

First, I would like to start by thanking all of you who joined us for a great Customer Success Team Summit in New York City last week! We had a great few days, discussing customer success best practices, sharing experiences and knowledge. New, Modern User Experience. Customer Data Hub.

Roadmap 9

Roadmap Knowledge Base User Experience Customer Success 9

Gainsight

MAY 12, 2022

Unfortunately, as a product leader or manager, you probably feel like all of the extra feedback you’re receiving from stakeholders, fellow employees, and users is blocking the path to a better user experience. That’s why product analytics is a razor-sharp tool for product leaders. You see what your customer sees.

Analytics 105

Analytics Customer Experience Roadmap Feedback 105

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. How a CSAT survey can look like.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

ChurnZero

SEPTEMBER 25, 2020

The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. Go to customer onboarding and training sessions. Make Customer Success Feedback Measurable.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

Alida

SEPTEMBER 22, 2016

In her session on increasing member engagement, Kelly Gartshore, VP of customer success at Vision Critical, said that companies need to create an engagement plan a few months in advance. Those who manage customer feedback are the ‘truth serum in the company’ because they link brands with customer insight.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Gainsight

JULY 1, 2022

This model uses the product as the primary vehicle to drive end-to-end value realization, build consumption-based pricing, prioritize the product roadmap to optimize customer outcomes, and unlock organic expansion using self-serve provisioning. . Of companies that use product experience data, 57% use it to develop product roadmaps.

Roadmap 52

Roadmap Metrics Analytics Strategy 52

Gainsight

AUGUST 14, 2021

Authored by Harshita Banka, Regional Director of Customer Success, Gainsight PX. It’s a way to engage customers with less effort from your team through email, user groups, online communities, and a game-changing new ROI driver: in-product engagements. Customer Success. Customer Marketing.

Government 52

Government How To ROI Effort Score 52

Gainsight

SEPTEMBER 30, 2022

What Is Product Experience? PX is a way of looking at the customer journey through a specific product, from onboarding to retention, expansion, and advocacy. It’s a subcategory of user experience (UX) that involves monitoring customer behavior within the product, using engagement, feedback, and analytics.

e-support 52

e-support Roadmap Financial Survey 52