Gainsight

APRIL 5, 2022

For product leaders and managers who receive feedback from all directions, it can be especially hard to pin down a direction for product roadmaps in these multipronged companies. PX makes it easier to align your products with users in two key ways: You can rally around user-based metrics. User expectation gaps emerge.

Company 52

Company Multi-Channel Roadmap Analytics 52

Think Customers

DECEMBER 13, 2021

Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace. In this step, you’ll want to build out the logistics, timeline, objectives, and metrics that will help your organization achieve CX success. Renewing your CX vows begins with the basics.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Metrics help separate process that are working from processes that need more fine-tuning.

Metrics 40

Metrics How To Effort Score Customer Success 40

Gainsight

MAY 3, 2022

It leverages metrics. One of the most direct ways product-led growth boosts expansion revenue is through in-product metrics. Within an effective product-led growth strategy, you tap into metrics and use them to measure, back, and inform decisions. Wondering how product-led growth fits into the puzzle? It lifts retention.

Handbook 52

Handbook Roadmap User Experience Metrics 52

ClientSuccess

NOVEMBER 22, 2021

While many customer success teams use NPS as a performance metric to gauge team members’ success, there is potentially even more value in the data from a customer marketing angle. Customers and their responses can feed the product roadmap, serve as advocates, and support additional customer marketing efforts.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

Talkdesk

JANUARY 13, 2020

Set measurable goals Just like with your IVR, tracking the right metrics can help you uncover areas for improvement. Active Users This metric will help you understand adoption of your chatbot and the success of its placement (eg, Facebook Messenger vs. WhatsApp vs. a specific page on your website).

Contact Center 67

Contact Center Chatbots Metrics eBook 67

GetFeedback

DECEMBER 21, 2018

If you’re wondering how to measure your success there, remember that 80% of customer service organizations use customer satisfaction (CSAT) scores as their primary customer experience metric. Or maybe customers are asking for a service that’s already on the roadmap. Download the ebook today.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Interactions

JUNE 5, 2019

Read our eBook on Customer Journey Mapping to learn: The two types of Customer Journey Maps and which you should use. Measure it: Be sure to include KPIs or metrics at each step in the journey to help clarify performance gaps. This will help you create a straightforward and actionable roadmap that produces transforming results.

Customer Journeys 54

Customer Journeys eBook Touchpoint Roadmap 54

InnerTrends

MAY 23, 2018

For instance, if you download an ebook, you will automatically be put on an emailing list and you will receive other emails related to other ebooks, until they run out of ebooks to advertise for :). Say a client downloads an ebook and then reaches the onboarding step. These are event driven marketing automations.

Marketing 73

Marketing Net Promoter Score eBook NPS 73

inmoment

AUGUST 13, 2020

You need a motivated team behind yours to design the roadmap of experience management success. Sub KPIs: What is contributing to our core metric? For more CX best practices just like this, be sure to read our new eBook “Evolving Your CX Program” for additional tips and insights. How has our performance changed over time?

How To 52

How To Return on Investment Sports eBook 52

Playvox

JANUARY 11, 2024

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). Related reading: Playvox eBook: Top Tips for Engaging and Motivating Agents 5. We try different serums and potions, yet somehow wake up with new wrinkles.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

GetFeedback

FEBRUARY 15, 2019

Putting a metric to customer happiness helps you focus your efforts on moving the needle. They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. If you survey the same customer every 6 months, you’ll have metrics that speak to customer relationship development over time.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

ChurnZero

APRIL 8, 2020

When it comes to product development, weighing customer ideas and feature requests against your own vision and priorities on the roadmap is always a delicate balancing act. Ultimately, if you’re looking to reduce churn and increase retention rates—and let’s face it, which SaaS company is not focused on these metrics?—developing

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

ClientSuccess

JULY 1, 2019

CSMs center their careers on these metrics, but it can be difficult to convince other teams across your organization to measure their department’s success this way – and more importantly, align their priorities and metrics. . Above all, the most important metric to measure is revenue (renewal, expansion, upsell, etc.)

Customer Success 49

Customer Success Company Net Promoter Score How To 49

Wootric CX Blog

MARCH 1, 2020

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. Go beyond the score, turn qualitative feedback into a roadmap for CX improvement. Upgrade the NPS program. Analysis & Strategic Impact. Drive strategic action.

Effort Score 52

Effort Score Roadmap Touchpoint Analysis 52

Comm100

FEBRUARY 7, 2018

Will your team have the opportunity to contribute to the product roadmap of the support tool by submitting ideas to the vendor? Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? For example, with UserVoice.).

Software 103

Software Customer Engagement Engagement Social Media 103

ClientSuccess

MARCH 8, 2018

But be aware that although this data is a important, it’s not always the holy grail of metrics. Check out our resources below for more customer success best practices and insights for how your organization can can ensure your product and customer success teams are fully synced: eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Customer Success 40

Customer Success eBook Roadmap Feedback 40

Wootric CX Blog

FEBRUARY 11, 2019

And the only way to make them is to make sure that everyone understands the reasons behind the ‘why, what, how, when’ The main goal should be to extend these questions beyond the roadmap and feature ideas. Get the ebook, CX FOR EVERY STAGE: How to scale your Voice of Customer program from startup to enterprise.

Metrics 73

Metrics Effort Score eBook Roadmap 73

CSM Practice

FEBRUARY 15, 2019

High advocacy rates, references, your product roadmap, etc. CSM Practice Ebook (“The Ultimate Executive’s Guide to Customer Success Initiatives”). Maximizing Monetary Value. This is in the form of renewals, expansions, upsales, crossales, etc. Maximizing Non-Monetary Value. Maximizing Monetary Value for Your Customers.

Customer Success 49

Customer Success eBook Roadmap Customer Journeys 49

CSM Practice

FEBRUARY 15, 2019

High advocacy rates, references, your product roadmap, etc. CSM Practice Ebook (“The Ultimate Executive’s Guide to Customer Success Initiatives”). Maximizing Monetary Value. This is in the form of renewals, expansions, upsales, crossales, etc. Maximizing Non-Monetary Value. Maximizing Monetary Value for Your Customers.

Customer Success 53

Customer Success eBook Roadmap Customer Journeys 53

ClientSuccess

SEPTEMBER 15, 2018

The synergy between the teams must exist to make sure Sales isn’t ‘ overselling their boundaries ’ which happens when sales sells something that isn’t actually in the product, or hasn’t yet been released to the roadmap. eBooks: Ultimate Guide to SaaS Customer Success Metrics. Have you seen success with this method?

Customer Success 40

Customer Success Strategy Marketing eBook 40

ClientSuccess

NOVEMBER 16, 2017

Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics. In the case of this customer, they simply weren’t having it. This is what CSM from the Trenches is all about – celebrating the frontline CSM.

Leadership 47

Leadership eBook Customer Success Roadmap 47

ChurnZero

JANUARY 10, 2020

And if you’re considering the role yourself, check out our eBook: The Future CCO , for firsthand advice from industry leaders on what it takes to become a Chief Customer Officer. . Brian’s primary focus will be developing metrics and initiatives that will influence several areas of the company to ensure Cu stomer S uccess.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

ChurnZero

DECEMBER 20, 2019

Being able to have difficult conversations with customers, being able to lead customers proactively, and being able to have metrics-driven conversations is what the new Customer Success Manager (CSM) is expected to achieve. Advice from Customer Success Experts: Best Practices for Year-End Planning eBook. Customer Success Resource.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Qualtrics

FEBRUARY 4, 2021

You can then begin to design a technology roadmap for realizing your IT strategy. You’ll need to identify and benchmark some key performance indicators (KPIs) and key metrics to measure how your IT strategy performs over time. Download Ebook. You can send out IT surveys to ask these questions. Have we got a map?

Employee Experience 26

Employee Experience Abandon Rate Return on Investment Technology 26

SurveySparrow

SEPTEMBER 6, 2019

As a part of the customer experience program, Customer Lifetime Value is one of the key metrics that need to be tracked. This is an important metric as it keeps you aware of how valuable an already existing customer is and ensure that you take steps to keep them satisfied. 7 Create a knowledge base. Conclusion.

Social Media 51

Social Media Effort Score Metrics Customers 51

ClientSuccess

JULY 23, 2019

What are their metrics? How are they leveraging those metrics to make decisions and provide visibility internally? Quarterly strategy or business reviews allow us to present key KPIs, metrics, benchmarks, and recommendations to our customers. Ultimate Guide to SaaS Customer Success Metrics. Ask about their goals.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

ClientSuccess

AUGUST 27, 2019

Coupled with the overall customer experience, it makes sense to implement a customer health program and look at the key metrics that drive a customer’s success. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition.

Software 40

Software Customer Success Culture Customers 40

Pointillist

JULY 25, 2018

Success Metrics for the Team Champion – It is important for the champion to understand thoroughly the value of customer journey analytics as an analytics platform and believe that the regular users have built proficiency to use the platform meaningfully on a regular basis. Pick a mix of financial, customer and operational metrics.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43

ClientSuccess

DECEMBER 18, 2017

Our roadmap for hiring, product development, and employee programs were based on this particular contract renewing. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics. Example here.

Leadership 41

Leadership Competitive Advantage Customer Success Loyalty 41

Gainsight

NOVEMBER 15, 2021

Broadly, everyone keeps an eye on the bottom line, but each department prioritizes its specific performance metrics. The reason companies focus on NRR is because it’s much more meaningful than other revenue-based metrics. Reaching World-Class NRR Metrics. The post Why Is NRR Your Most Important Growth Metric? It’s not. .

Metrics 52

Metrics Measurement Customer Success eBook 52

ClientSuccess

SEPTEMBER 24, 2019

Product, for example, might present the product roadmap to customers and in return customer success will help beta customers understand the new features as well as set up customer interviews for the product team to gather feedback. Ultimate Guide to SaaS Customer Success Metrics.

Customer Success 40

Customer Success Culture Leadership NPS 40

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. If you find any prominent influencers missing, kindly nominate them in the comments below. Kristen Hayer.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21