AskNicely

APRIL 4, 2018

How does a SaaS-based fleet software company solve complex customer needs at scale? Fleet Management Software Meets Real-Time Customer Feedback. To say the fleet management industry is complex is a massive understatement. Operationalizing customer feedback at Fleetio required an always-on approach to NPS.

Net Promoter Score 150

Net Promoter Score Feedback Case Study Competitive Advantage 150

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). the question of NPS for your company:? Pitfall #1: NPS reports aren’t showing the full picture.

NPS 96

NPS Net Promoter Score Company Feedback 96

Gainsight

JANUARY 31, 2019

Ask, “What’s next on our product roadmap?” Because your customers are the most important source of information when it comes to prioritizing your product roadmap. Because your customers are the most important source of information when it comes to prioritizing your product roadmap. In short, it’ll make your life way easier.

Roadmap 75

Roadmap Analytics Analysis CRM 75

SurveySensum

OCTOBER 17, 2023

A NBFC customer feedback tool is designed to gather, manage, and analyze feedback from customers of non-banking financial companies. SurveySensum SurveySensum is one of the most lucrative NBFC customer feedback software out there. Text Analytics software allows you to understand and derive actionable insights from open-ended feedback.

Feedback 52

Feedback Tools Management Knowledge Base 52

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. How is NPS increase related to revenue increase or reduced churn? What does the company want to achieve?

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Gainsight

AUGUST 31, 2020

While their recent NPS score of 73.8 is incredibly amazing by itself, the underlying game-changing story lies in: How ServiceChannel obtained a 52% response rate on their NPS Survey. This allows facilities managers to drive significant brand equity and ROI for their organizations without outsourcing or investing in new infrastructure.

NPS 52

NPS Effort Score Survey Roadmap 52

Gainsight

AUGUST 27, 2021

If you’re a product manager, you’re constantly being slammed by figures and opinions. We’ve picked out the best product management KPIs to track if you want to back decisions, focus priorities, secure buy-in, and prove product ROI. Why do product managers need to track performance KPIs? You don’t have to panic. Adoption rate.

Net Promoter Score 52

Net Promoter Score Management NPS ROI 52

Gainsight

MARCH 7, 2022

NPS, onboarding) . It’s important to] have a structured feedback process for product roadmap and development, as well ongoing feedback for improvements for increasing adoption and value,” said Toolika Kapur, a Global Vice President of Transitions & Empowerment Programs. . Level 3: A few shared projects (e.g.,

Customer Success 103

Customer Success Roadmap Chief Customer Officer Feedback 103

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. Here are six critical product management KPI’s (Key Performance Indicators) that every product manager should know.

Metrics 65

Metrics Net Promoter Score Management How To 65

InMoment XI

OCTOBER 24, 2023

By harnessing the power of historical data, predictive analytics crafts narratives of the future, offering businesses a roadmap to navigate the ever-evolving landscape of customer expectations. The digital marketplace offers a plethora of software and tools, each promising unparalleled insights.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

Gainsight

OCTOBER 23, 2019

The critical role played by customer success (CS) teams is well known, as is the importance of the customer success software powering these teams. But, could thinking about customer success software as a category be leading us down the wrong path? Understanding the Customer Success Software Market. Here’s why.

Software 60

Software Customer Success Tools Customer Centricity 60

Wootric CX Blog

APRIL 7, 2021

In the world of software development, Product Managers must integrate customer insights — delights, frustrations, and pain points — into product development. During startup mode, it’s easy to interact with customers every day, inputting their feedback directly into product roadmaps. . Close the loop with respondents.

Feedback 52

Feedback Customer Journeys Management How To 52

Thematic

JULY 11, 2022

We'll briefly cover some manual approaches, and take a deeper look at thematic analysis software. CAQDAS solutions for coding CAQDAS stands for Computer Assisted Qualitative Data Analysis Software. Instead of creating codes with pen and paper, you upload your data and create codes directly within the CAQDAS software.

Analysis 77

Analysis Roadmap Banking NPS 77

Survicate

JANUARY 11, 2019

Survicate NPS ®. How Agendor keeps improving their product with Survicate Website Surveys, and how a Product Management NPS ® Survey can be used to improve the work of the entire company. Tulio Monte Azul, CTO and Product Manager at Agendor, reached out to Survicate. A product roadmap on the right track.

NPS 40

NPS Customer Insights Survey Roadmap 40

SurveySensum

AUGUST 21, 2023

However, the good news is that some have managed to double their revenue through effective customer retention strategies. In SaaS businesses, subscription deals are offered where customers pay either monthly or yearly to use their software. If they give a high NPS score with good feedback, it means you’re doing great.

Customer Retention 52

Customer Retention B2B Strategy NPS 52

Gainsight

AUGUST 22, 2021

Product-led growth (PLG) strategies are making waves in the SaaS industry—and that’s good news for SaaS product leaders and managers. Master your product roadmap. Another critical piece in driving product-led growth is charting a product roadmap that keeps your team on track to smash your goals. Net Promoter Score (NPS).

Tips 52

Tips Strategy Roadmap Net Promoter Score 52

PeopleMetrics

JANUARY 24, 2022

We can help in three ways: Customer Experience Management – this is the core of what we do today with our software platform and supporting services. Our product roadmap has exciting new features planned this year around the theme of high-value customer understanding and retention. Fire away those ad hoc surveys!

Trends 90

Trends Self Service B2B Roadmap 90

CSM Magazine

MARCH 14, 2022

Nicereply, a leading customer satisfaction survey software provider, including CSAT, NPS and CES, has entered into a partnership with Quality Assurance & Improvement platform provider EvaluAgent , bringing these two best of breed solutions together for the benefit of fast growing customer service teams. About Nicereply.

Net Promoter Score 52

Net Promoter Score Customer Service Effort Score Roadmap 52

Thematic

APRIL 3, 2024

 Develop a roadmap with clear milestones and accountability for long-term initiatives to demonstrate progress and track outcomes. The SurveyMonkey reports in Salesforce are really useful and allow for NPS visibility across all teams and departments. As a result, it helped us improve our NPS and the overall customer experience.”

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Retently

MAY 2, 2023

The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES. What is NPS, CSAT, and CES? Before we get to the implementation itself, let’s define what exactly NPS, CSAT, and CES mean. NPS is one of the most popular metrics and measures customer loyalty.

Customer Journeys 146

Customer Journeys Survey Effort Score NPS 146

SurveySensum

SEPTEMBER 13, 2023

Gather valuable information and opinions, enabling improvements in product development, inventory management, and customer relationship building. 5) CustomerGauge Robust NPS System Accurate Revenue Impact Assessment Comprehensive Customer Tracking Free trial available Contact CustomerGauge 4.6 (5) user/month 4.4 (5) Not just that.

B2B 52

B2B Tools Feedback Multi-Channel 52

ChurnZero

FEBRUARY 26, 2021

Director of Customer Success at Nylas explains that since they have a highly technical product, their customers often benefit from talking directly to Product Managers who help facilitate conversations around more complex and painful customer issues. Take the initiative to align on your product roadmap. Matt Kearns, Sr.

Customer Success 59

Customer Success Company Management Roadmap 59

ECXO

MARCH 21, 2023

Customer Experience Measurement: A successful customer experience requires continuous measurement and management. Develop a detailed and realistic CX roadmap: Create a detailed roadmap outlining the steps that need to be taken to achieve your CX objectives, and assign responsibility for each action item. He holds an MBA at J.L.

B2B 98

B2B Customer Experience Roadmap Culture 98

Lithium

NOVEMBER 1, 2022

Khoros + SearchUnify Partnership Combining the power of Khoros’s enterprise-grade communities software and SearchUnify’s AI-driven enterprise search solution to increase community engagement, improve customer satisfaction, and further reduce support costs. Manage View Updates. So, how did they do it? Was it the stars aligning?

Roadmap 52

Roadmap ROI Social Media Contact Center 52

Gainsight

DECEMBER 27, 2019

6 Important Product Management Metrics (and How to Improve Them). In this post, we take a look at six product management KPIs every product manager needs to know to reach their goals. “As As a product manager, metrics affect every move you make. Is Customer Feedback Really Making It to Your Product Roadmap?

Roadmap 97

Roadmap Metrics Feedback Conference 97

Thematic

JULY 21, 2023

Alyona: There were several companies that shared with me that they needed help analyzing NPS feedback. NPS stands for Net Promoter Score , and this is how companies measure the strength of their word of mouth marketing. How does your customer experience management software stand out from the others on the market?

Analytics 62

Analytics Feedback Net Promoter Score Chatbots 62

Wootric CX Blog

AUGUST 20, 2020

Malte Scholz, Product Manager, Airfocus. . Albacross uses NPS surveys in Intercom to understand which customers are happy and which are not. Albacross uses NPS surveys in Intercom to understand which customers are happy and which are not. This feedback is incorporated into the product roadmap.

Tips 88

Tips Roadmap e-support NPS 88

Wootric CX Blog

DECEMBER 16, 2020

One user engagement strategy you can use to boost your customer retention is to make use of the Net Promoter Score (NPS) system. NPS is a metric designed to measure customer experience. In order to get your NPS, you take the detractors away from the promoters. Promoters – Detractors = NPS. Image Source.

Net Promoter Score 52

Net Promoter Score Customer Retention How To NPS 52

Lithium

DECEMBER 6, 2022

How General Motors Found a Best-in-Class Social Media Management Solution with Khoros The GM Social Media CoE needed to find the best listening, engagement and customer care tools to deliver a first-class experience across social for its fans, so they decided to reevaluate GM’s social media management software to better deliver on that promise.

Social Media 52

Social Media Roadmap Trends Hospitality 52

Gainsight

JULY 26, 2022

Capture Timely Feedback: Most CS leaders are on board with the importance of collecting regular NPS and CSAT data. Dealerware increased NPS response rates 2700% by serving an NPS survey to users inside of their product. Product teams can also leverage surveys and NPS responses. .

NPS 59

NPS Effort Score Training Roadmap 59

Retently

JULY 28, 2019

For example, if your Customer Experience Management platform has automation abilities, you can create predefined replies that will be automatically sent out when a certain event is triggered. So, managing churn is paramount. Streamline task management. Luckily, automation can help you with that.

Feedback 103

Feedback Effort Score Survey NPS 103

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. NPS is a great place to start when you’re looking to measure customer experience.

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

Gainsight

MAY 13, 2020

Those existing customers will be scrutinizing outcomes to ensure your software is delivering results and if you can’t deliver value to them, they will likely churn. We wrote about our process here and we are hosting a follow-up webinar dedicated to our Risk Management approach with Gainsight customer FinancialForce. .

Roadmap 59

Roadmap ROI NPS Customer Success 59

Gainsight

JUNE 17, 2022

That means you’ll have the raw materials to build a product roadmap that improves your product and impresses everyone around you. . User paths can help product leaders and managers see where users are running into friction. Using a Net Promoter Score (NPS), for example, to measure overall sentiment can help inform retention efforts.

Measurement 52

Measurement Effort Score Net Promoter Score Handbook 52

ChurnZero

DECEMBER 9, 2022

They have a core philosophy that you cannot have a successful high-growth software company if your core metrics around Customer Success are not strong, including NPS. They’re all ex-McKinsey people, so they firmly believe in NPS. They give us NPS goals. We dig deep into the NPS. We have four board meetings a year.

Customer Success 52

Customer Success NPS Metrics Roadmap 52

Totango

FEBRUARY 11, 2022

Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. Relationships with B2B customers tend to be more challenging to manage successfully due to complex requirements, a greater number of stakeholders, and organizational interdependencies.

B2B 111

B2B Customer Experience B2C Net Promoter Score 111

Confirmit

JUNE 7, 2020

Based on the findings from the customer journey mapping, we came up with a plan to set up a process on how to gather, structure and organize customer feedback in ways that provide insights to take actions on for the Customer Success Manager and Product & Development. ” - Sophie Cronberg, Customer Success Management, Sweden.

Groups 52

Groups Customer Journeys e-support NPS 52