InMoment XI

APRIL 3, 2024

This includes communicating with a brand via social media, making a purchase online, receiving an email or text confirming an order, providing user feedback on online channels, using a company app, operating a digital kiosk or point-of-sale terminal, or even simply visiting an organization’s webpage.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

Gainsight

OCTOBER 17, 2019

In parallel, the board meeting agenda is shifting. And even then it was ad hoc and anecdotal—it took awhile for the CS conversation to be as quantifiable as sales or marketing. Historically, board meeting agendas were often limited to corporate governance, financial performance, and sales activity. CHECK OUT GAINSIGHT PX.

Metrics 45

Metrics Meeting NPS Effort Score 45

ECXO

MARCH 21, 2023

By involving the user in the design process and continuously adapting based on feedback, products and services can be improved to better meet the market requirements of your customers in your target audience. This can be done by analysing your customer feedback with data, voice of customer, customer retention, and sales growth.

B2B 98

B2B Customer Experience Roadmap Culture 98

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

QuestionPro Audience

JULY 26, 2018

What’s more, having a strategic roadmap before producing any creative effort ensures a brand engages with the right audiences at the right time. ” Here’s a strategic roadmap (or hack) for tapping into that overwhelmingly positive data to fuel that important imagination. It helps guide where creative is going to go.”

Roadmap 170

Roadmap Advertising ROI Return on Investment 170

Thematic

DECEMBER 28, 2022

Understand customer context Metrics go up, and metrics go down. It provides valuable context, so that you get the insight you need into the customer experience and understand the "why" behind what's happening with your metrics. What you need to know is how to move your numbers in a positive direction!

Analytics 71

Analytics Software Feedback Management 71

Gainsight

MARCH 15, 2022

How does the sales comp plan align to CS? How is CS represented in the weekly exec meeting? How much time does CS get in the board meeting? Are CSMs invited to the sales kickoff? It’s helpful to know if leadership cares only about sales and wants CS to make do with sales SaaS.”. Aligning on Metrics.

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

Gainsight

NOVEMBER 23, 2020

As the Customer Success function matures, it’s increasingly clear that Customer Success Operations (CS Ops) plays a critical role in driving effectiveness and efficiency just as Sales Ops does for the Sales function. The more you can tie to specific business goals or metrics, the better. Here’s our Roadmap ( PDF link ).

Customer Success 52

Customer Success Roadmap Handbook Financial 52

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. Meet GenZ’s newest craze: BeReal A new social platform has entered the scene and has become popular with Gen Z audiences in the past year: BeReal. Hello Atlas members! Available On-demand.

Multi-Channel 52

Multi-Channel Social Media Roadmap Metrics 52

Customer Bliss

NOVEMBER 15, 2018

1 – Look Deeper than Surface-Level Metrics. When starting out in her role as Vice President and CXO, Samantha spent a lot of time with the sales team at events and quickly learned from them that the Co-op’s products and services weren’t up to par with customer needs. Co-op Financial is essentially a B2B, to C company.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Gainsight

AUGUST 6, 2021

Within your organization, customer feedback is likely being funneled across different functions—product, marketing, sales, customer success, etc. Ensuring visibility into your product roadmap and building a communication channel will keep your CS teams informed on what’s coming and what they should expect. Step 3: Launching.

Customer Success 52

Customer Success Roadmap How To Feedback 52

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In All of the above (and more).

Customer Success 59

Customer Success Company Management Roadmap 59

SurveySensum

JULY 11, 2023

Companies that succeed at customer experience increase their sales at a rate that is 4-8 percent higher than the market average. By delivering personalized experiences, you not only meet the specific desires of your customers but also foster a positive and memorable interaction. But, how to do that?

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

Totango

DECEMBER 3, 2020

This metric helps determine the baseline opinion of both your company and your service. . More specifically, these capabilities enable you to: Optimize the sales to CS handoff by ensuring that all documented client information is readily accessible prior to onboarding. Forecast your renewals, upsells, cross-sells, and churn.

Report 64

Report Customer Success Net Promoter Score Roadmap 64

West Monroe

JUNE 1, 2023

Where new CPO priorities are shifting In today’s resource-constrained moment, CPOs will need to have greater financial fluency, meet key data-driven metrics, and collaborate with other C-suite leaders to drive strategic growth. Here’s how they can seize the opportunity.

Return on Investment 52

Return on Investment Culture Metrics Roadmap 52

ShepHyken

JULY 31, 2018

Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?. This means that metrics like “average handle time” or “time to resolution” can be misleading.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

Totango

JANUARY 7, 2020

It is the first glimpse they get of your product and your team, and your first chance to demonstrate how you can help them meet their business goals. Whatever your business needs, the following best practices will help you establish milestones that your customer success team can access as they coordinate meetings and set expectations.

How To 72

How To Roadmap Meeting Customers 72

ShepHyken

JULY 31, 2018

Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?. This means that metrics like “average handle time” or “time to resolution” can be misleading.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

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. We have four board meetings a year. In one board meeting, we have product day, and in another, we have customer day. They give us NPS goals. You run the gamut.

Customer Success 52

Customer Success NPS Metrics Roadmap 52

Feedbackly

JANUARY 13, 2023

Call it the roadmap to understanding your customers! By understanding your client base and their demographics, you can tailor your marketing and sales strategies to appeal to them. A business that invests an effort into studying its customers and meeting their expectations also has a better competitive edge over its rivals.

Customer Journeys 52

Customer Journeys Touchpoint Roadmap Customers 52

Gainsight

JANUARY 28, 2019

Demand Generation, Sales, Marketing Ops, and Marketing Data Analysts. What is our North Star Metric? A North Star Metric (NSM) strings these together. This metric (or a couple metrics, if need be) will clearly indicate that your product is delivering the value that is expected of it. Take Marketo for example.

Roadmap 63

Roadmap Metrics Effort Score Analysis 63

Education Services Group

NOVEMBER 12, 2020

I entered Customer Success with a unique perspective, bringing a sales and renewal background to the table. If I’m being honest, I had some preconceived notions of the ‘post-sales’ universe to unlearn from some of my own experiences around the relationship between sales and CS. Advocacy is key.

Customer Success 64

Customer Success Roadmap Sales Advertising 64

Thematic

JULY 11, 2022

This step tailors the analysis to meet your specific product, marketing or operations team use case. Here’s how thematic analysis can be applied in the real world: Drive product roadmaps Thematic analysis is awesome when it comes to analyzing subjective feedback like product reviews.

Analysis 77

Analysis Roadmap Banking NPS 77

CSM Magazine

JULY 11, 2023

By gaining insights into your market, you can effectively develop products that meet those needs. Build relationships with stakeholders, such as executives, marketing, and sales teams, to align objectives and ensure everyone works towards a common goal. Break down silos and foster a culture of collaboration and mutual respect.

Management 40

Management Roadmap Trends Communication 40

Amity

OCTOBER 7, 2016

Cross-functional participation and/or active listening in meetings across all teams helps everyone better understand first-hand how the external world perceives our product. Encourage everyone on the team to have open calendars, making customer and sales calls easy to join. Get on site with customers early.

How To 99

How To Roadmap ROI Meeting 99

Gainsight

APRIL 2, 2021

She explained that Okta ran a “sister” approach between Customer Success and Renewal Sales, which are connected closely in a team titled “Customer First.” More broadly, Customer First operations also include support, professional services, and everything post-sales that dives into the current customer base. A Thoughtful Org Chart.

Roadmap 52

Roadmap Leadership Customer Success Analysis 52

BirdEye

APRIL 17, 2023

A subscription business model is also a great way for a business owner to navigate difficult times that may bring low sales and profits. Build a subscription strategy Develop a strategy for your subscription model that provides a roadmap for everything, from concepts to execution and renewals.

Customer Retention 98

Customer Retention Consumers Strategy Tips 98

ECXO

APRIL 26, 2023

Design team performance metrics are usually based on project delivery and the quality of the user experience and measured often by adoption rate, CES, CSAT or net promoter score per transaction, for instance or many others. These are customer perception metrics that are important to benchmark and evaluate.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

Totango

APRIL 6, 2021

We also CC all emails that go out, we log our meetings and that sort of thing, so that everyone has a historical record. Do you use Salesforce in addition to Totango and does your sales team use Totango alongside your CS team? Do you use Salesforce in addition to Totango and does your sales team use Totango alongside your CS team?

CRM 62

CRM Roadmap Customer Success Customers 62

SurveySensum

DECEMBER 4, 2023

Clear action plans provide a roadmap for improvement, assigning ownership ensures accountability and effective communication keeps stakeholders informed and engaged. Follow these steps to measure the impact of feedback actions: Setting Up Metrics: Identify specific metrics that are directly aligned with the goal of your feedback actions.

Feedback 52

Feedback Strategy Net Promoter Score Social Media 52

Gainsight

SEPTEMBER 8, 2021

It helps that Sales and Marketing figured this out long ago. Software, reporting and analysis, enablement, and rock-solid processes and techniques will multiply the impact of a great sales rep or copywriter. When the Board meeting is next week, they need to have their story straight right now. The same is true for CSMs.

Marketing 105

Marketing ROI Leadership Analysis 105

Education Services Group

JUNE 20, 2023

You should have a solid understanding of your customer’s current state and then work with them to develop a roadmap to get them to their ideal future state. Track and monitor metrics like health scores, consumption analytics, and escalations. Growth: Finally, identifying, tracking, and fostering potential expansion opportunities.

Customer Journeys 52

Customer Journeys Self Service Touchpoint Customer Success 52

West Monroe

DECEMBER 20, 2022

We are interested to see how that metric moves in this year’s survey, given recent economic developments. Dow recently announced its accelerated commitment to deliver 3 million metric tons per year of circular and renewable solutions by 2030. Large manufacturing enterprises are making advancements in most of these areas.

Metrics 52

Metrics Roadmap Leadership Analytics 52

West Monroe

DECEMBER 20, 2022

We are interested to see how that metric moves in this year’s survey, given recent economic developments. Dow recently announced its accelerated commitment to deliver 3 million metric tons per year of circular and renewable solutions by 2030. Roadmap and an execution plan to meet your objectives.

Metrics 52

Metrics Roadmap Leadership Analytics 52

Totango

SEPTEMBER 17, 2021

What these various forms of the freemium SaaS model all have in common is that they take product-led growth approach to marketing and sales. It also gives you an opportunity to deliver them a data-driven, customized experience and demonstrate how your product meets their individual needs. Informs Your Product Roadmap.

Customer Journeys 76

Customer Journeys Sales Loyalty User Experience 76

Retently

JANUARY 19, 2023

Starting a business and knowing that an audience is ready to buy your product considerably eases sales and marketing efforts. When a product meets the target market’s needs, customers are likelier to become advocates for the product. Once achieved, it allows you to concentrate on growth and scale up operations.

Measurement 158

Measurement Survey Marketing Effort Score 158

CustomerSuccessBox

NOVEMBER 16, 2021

There is an N number of similarities between customer success and sales. But over the years, sales have created metrics for tracking and accountability. Sales have to hit their quota. For customer success, the big bad metric is churn. With structure comes metrics that can be measured. Step 7- Follow Ups.

Customer Success 52

Customer Success Metrics Customer Journeys Roadmap 52