Gainsight

JULY 10, 2023

If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start. Planning Your Digital CS Roadmap AuditBoard is continuously enhancing its customers’ experience by expanding its scale programs.

Self Service 52

Self Service How To Roadmap ROI 52

Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? CS operations can help you measure and manage Net Promoter Score (NPS), customer satisfaction scores (CSAT), utilization and adoption, and support tickets and escalations.

Tips 84

Tips Net Promoter Score Metrics NPS 84

SurveySensum

MAY 14, 2024

Moreover, predictive analytics plays a crucial role in financial planning—whether it’s a key part of estimating your quarterly taxes or adjusting resource allocation based on projected growth. Operational speed becomes measurable down to milliseconds, offering a granularity that can reveal the most transient and elusive of issues.

Analytics 52

Analytics System Resources Metrics 52

Call Experts

OCTOBER 5, 2023

Look for providers who offer flexible plans and pricing, allowing you to add or reduce agents and resources as necessary. Tools and resources to help agents succeed include knowledge bases and scripts. Disaster Recovery and Redundancy Unforeseen events can disrupt operations. Comprehensive training programs for agents.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

Think Customers

JUNE 29, 2022

Many companies are struggling to sustain growth and momentum without a clear customer and employee roadmap. Operational distance – How hard is it to get decisions made, get access to resources, get to people who have knowledge, etc. Think of it as the numbers of layers and levels in an organization. Send-off in style.

Conference 59

Conference Culture Customer Journeys Employee Engagement 59

Gainsight

FEBRUARY 21, 2020

Before your next roadmap planning meeting, make sure you’re not making any of the following product experience mistakes and make fixing them a priority. Are you holding a user event? Set up an in-app engagement for users within a radius of the event urging them to register. Rethink the way you measure onboarding.

Case Study 89

Case Study Roadmap Study Feedback 89

Lithium

MAY 3, 2022

Join us as the Khoros product team shares recent innovations to the Khoros platform and walks through upcoming releases on our roadmap. A full recording will be available after the event. We send resources specifically for your products every first Tuesday of the month. Hello Atlas members! Not able to join us live?

Multi-Channel 52

Multi-Channel Social Media Roadmap Metrics 52

Call Experts

APRIL 8, 2024

Look for providers who offer flexible plans and pricing, allowing you to add or reduce agents and resources as necessary. Tools and resources to help agents succeed include knowledge bases and scripts. Disaster Recovery and Redundancy Unforeseen events can disrupt operations. Comprehensive training programs for agents.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

Retently

MAY 2, 2023

While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. NPS is one of the most popular metrics and measures customer loyalty. The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES.

Customer Journeys 142

Customer Journeys Survey Effort Score NPS 142

Totango

MARCH 12, 2019

The good news is that onboarding in the digital era has become easier; interactions happen faster, communication is streamlined, and customer success software can notify you of important events. Follow a Roadmap Established by Customer Success Software. Define Goals and Measure Success with KPIs. Automate a variety of campaigns.

Roadmap 80

Roadmap Software Fashion Comparison 80

Guavus

FEBRUARY 17, 2022

For example, I spend a good portion of my time defending my products’ roadmaps from ‘feature creep’, an ever-increasing list of required bells and whistles to include in the product. They spend time investigating that problem as well as surrounding factors to first bring some context to the event.

NPS 98

NPS Net Promoter Score Customer Centricity Analytics 98

Lumoa

JANUARY 19, 2023

How can we measure the interaction? What’s something measurable that can tell how well we are doing? It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives. – Do different types of customers have a preferred way to buy?

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

SurveySensum

MARCH 28, 2024

Creating a roadmap of your deadlines, setting realistic goals, and breaking them down into manageable tasks can make a world of difference. Efficient goal setting often aligns with the SMART criteria, ensuring tasks are Specific, Measurable, Achievable, Relevant, and Time-bound.

Strategy 52

Strategy Study Roadmap Exercises 52

SurveySparrow

AUGUST 28, 2023

Self-Service Resources: Create a knowledge base or a self-service portal that users can access to find answers to common questions. 7 Data Security and Privacy Transparency: Clearly communicate your data security measures and privacy policies during onboarding. Offer additional resources to those who need more preparation.

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

SurveySensum

FEBRUARY 27, 2024

For example, Microsoft prioritizes employee health and well-being through its “Microsoft Cares” program, which offers comprehensive healthcare benefits, mental health resources, and wellness programs. But first thing first – measure their satisfaction and engagement levels with employee engagement surveys.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

SurveyGizmo

DECEMBER 21, 2022

When you monitor sentiment, you try to measure the tone, context, and feeling from customer actions. The more you know about a customer’s current emotional state, the more you can tailor your marketing campaigns to provide an engaging, helpful experience and adjust your product roadmap to meet customer needs faster.

Customer Engagement 52

Customer Engagement Feedback Engagement How To 52

West Monroe

MAY 21, 2023

Here are five measures they should take to safeguard those assets. Leadership teams should adopt security information and event management (SIEM) technology, which can uncover suspicious activity by monitoring the company’s software environment, aggregating, and analyzing logs while also identifying intricate data patterns.

Software 52

Software Leadership e-support Data 52

Customer Bliss

MARCH 16, 2018

Especially in the early stages, make suggestions for meetings and events that the CCO should present at, participate in, or be invited to. Is there clarity in what’s expected and does the organization practice discipline around identifying what should be measured and managed? CX Click To Tweet.

Leadership 111

Leadership Engagement Chief Customer Officer Course 111

ChurnZero

JULY 2, 2020

So, regardless of what you pick, it needs to be specific to the team member and be a measurement within their control so they can see and affect change. . If you want to vouch for resources, technology, or whatever it is that your CS team needs, you want to have bottom-line business metrics – and renewables are certainly a huge part of that.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

SmartKarrot

MARCH 31, 2023

By proactively conveying meeting choices, the schedule of events, reminders, expectations, and hotel information, customers are better prepared for events. Make follow-up calls to clients and arrange appointments to sell them on upcoming events. Create and keep up-to-date monthly reports on actual data and forecasting (e.g.,

Customer Success 19

Customer Success Leadership Hotels Roadmap 19

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the Client Success team makes everyone feel more like they are at an awesome retreat than at a boring conference). Measuring Your Team’s Health. — Irit Eizips, CEO, CSM PRACTICE.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

Gainsight

JUNE 11, 2021

Get started by analyzing, planning, creating, measuring, and optimizing what your idea of success looks like. And value should be measured at each stage of the engagement/adoption funnel. Start the kick-off asking the customer to commit resources and time. Major Takeaways: Your personal brand matters.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

SurveySensum

JANUARY 5, 2023

Measures customer satisfaction with the product. Upgrades your product roadmap. Resource center, emails. It allows you to customize the goal so that you can easily measure the success rate. This tool is a visual feedback tool that aids in measuring user experience. Resource center, emails. UserTesting .

Tools 52

Tools Feedback Effort Score NPS 52

CSM Practice

FEBRUARY 24, 2020

As the name implies, it measures the amount of time a user spends on your platform. In any case, you can use this metric to measure customer engagement with the product or to determine what needs to be improved to deliver on your promises. Defining who an “active user” is a prerequisite for measuring solution engagement.

Metrics 52

Metrics Customer Success Measurement Financial 52

CSM Practice

FEBRUARY 24, 2020

As the name implies, it measures the amount of time a user spends on your platform. In any case, you can use this metric to measure customer engagement with the product or to determine what needs to be improved to deliver on your promises. Defining who an “active user” is a prerequisite for measuring solution engagement.

Metrics 52

Metrics Customer Success Measurement Customers 52

CSM Practice

FEBRUARY 24, 2020

As the name implies, it measures the amount of time a user spends on your platform. In any case, you can use this metric to measure customer engagement with the product or to determine what needs to be improved to deliver on your promises. Defining who an “active user” is a prerequisite for measuring solution engagement.

Metrics 52

Metrics Measurement Customer Success Customers 52

Gainsight

APRIL 17, 2019

” When I dove in with Product Managers and Engineering leaders on my team, every presentation seemed to have a different method of measuring adoption. I meet with one to two feature teams a week to review their recent progress and the roadmap. Most importantly, I want to know how they are measuring their own success.

B2C 79

B2C Software Roadmap Meeting 79

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes everyone feel more like they are at an awesome retreat than at a boring conference). Resources: Resources that you provide for your customer’s success.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes everyone feel more like they are at an awesome retreat than at a boring conference). Resources: Resources that you provide for your customer’s success.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

Gainsight

MARCH 7, 2019

Shanee Ben-Zur, head of marketing at Crunchbase, recommended measuring success in active users while Craig Villamor, design director of Google Maps , emphasized that the business impact of getting UX right is renewals. Your best resource is an email away. Building for the end user also gets the attention of investors.

Customer Centricity 49

Customer Centricity Feedback Social Media Roadmap 49

Eptica

MAY 11, 2017

The event also saw the unveiling of the 2017 Magic Quadrant for the Customer Engagement Center (CEC). Customer experience is vital to business success The sheer number of people attending the event, from all across Europe, was a real demonstration of the growing importance of customer experience to the bottom line.

Customer Experience 51

Customer Experience Self Service Chief Customer Officer Roadmap 51

SmartKarrot

MARCH 31, 2023

By proactively conveying meeting choices, the schedule of events, reminders, expectations, and hotel information, customers are better prepared for events. Make follow-up calls to clients and arrange appointments to sell them on upcoming events. Create and keep up-to-date monthly reports on actual data and forecasting (e.g.,

Customer Success 15

Customer Success Leadership Hotels Roadmap 15

SmartKarrot

SEPTEMBER 28, 2022

Define a comprehensive strategy that focuses on driving measurable results for the customers. Partner closely with Product to create a product feedback loop that makes the customers feel heard and helps them understand their impact on the roadmap. Manage resources to eliminate unnecessary interaction.

Customer Success 19

Customer Success Roadmap ROI Customers 19

Circular Edge

DECEMBER 13, 2022

This makes access challenging for yearly audits or to recover records in the event of a malware attack or other incident. Product teams can prioritize roadmap fixes and enhancements based on loyal-customer adoption metrics and feedback. Finance can set optimal pricing by measuring revenue potential from loyal buyers.

Data 52

Data Competitive Advantage Multi-Channel Analytics 52

Customer Alignment

OCTOBER 2, 2017

They’re dedicating the resources to figure them out for themselves ahead of the competition. As a result, these leading-edge companies perform substantially better across the whole range of business measures, from profitability to customer retention rate.” They are perhaps not measuring and acting upon the right things.

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

Amity

OCTOBER 12, 2017

Measure & Iterate. A large component of the customer journey is clearly laying out the proactive measures that your organization is prepared to take. The Customer Journey will help determine the people you need and the processes you will roll out so it’s critical to invest in the proper resources for this initiative.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

Thematic

DECEMBER 5, 2018

Once you know why your happy customers stay and why some leave, you can take the right measures to keep the right customers. It mainly looks to past events, focusing on causal relationships and sequences. Develop a data roadmap and stick to it. A good approach is to develop a data roadmap and stick to it.

Customer Retention 96

Customer Retention Analytics Data Strategy 96