InMoment XI

JULY 13, 2022

Even if you can’t meet their needs, it is important that their feedback be acknowledged. Feed this data back into your product roadmap and to your sales team. Meanwhile, it also gives your sales team some leeway on what they can offer in response to these criticisms to overcome them at the point of sale or renewal.

Net Promoter Score 491

Net Promoter Score Customer Retention Effort Score NPS 491

Lumoa

JANUARY 27, 2023

A customer’s experience (CX) is an essential part of every transaction and can affect brand loyalty and sales. Identify Customer Touch Points Touchpoints are where your brand and your consumers meet and interact. Any time a customer reaches out to your brand, it is a touchpoint as well Point of sale. So what can be done?

Customer Journeys 208

Customer Journeys Customer Experience Customer Service Touchpoint 208

Gainsight

DECEMBER 10, 2020

It’s a highly cross-functional role so on any given day I’m meeting with members of our product team to learn about what’s ahead on our roadmap. After that, I’m off to speak to sales reps to learn more about how our messaging has resonated and how deals have played out IRL. As such, my day-to-day varies. Shoshin hard at work.

Meeting 52

Meeting Marketing Management Roadmap 52

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

West Monroe

APRIL 28, 2024

There are also questions around the ownership and accountability model for renewals: for example, whether renewals should reside within sales or customer success, if a separate renewals function is necessary, and what the accountabilities/remits for renewals should be between customer success managers and sales reps when both are responsible.

Software 52

Software Customer Retention Roadmap Sales 52

CX University

NOVEMBER 21, 2023

CX University (CXU) has completed a full internal audit of its course content to ensure all information is updated to meet standards of excellence and relevance. As with all online content immersed in a growing and advancing field, the Customer Experience discipline continues to provide valuable insights, data, and knowledge.

Course 52

Course Roadmap Conference ROI 52

SurveySensum

JANUARY 24, 2024

Put Everything in One Place Talk to Your Product Team and Prioritize the Feature Talk to the Sales and Marketing Team Keep the Communication with the Customer Open Learn to say NO Implementing a Feedback Loop Monitoring and Iterating Conclusion What is a Feature Request? Let’s scroll down and discover! What is a Feature Request?

Roadmap 52

Roadmap Feedback Customers Survey 52

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Refining post-sale strategies to better understand and meet the needs of customers. For example, unified data bridges the gap between sales and CS teams.

Report 91

Report Trends Customer Success Self Service 91

One Millimeter Mindset

JANUARY 25, 2023

First, how many times during sales calls or project meetings are you intimidated by other colleagues’ perceived levels of knowledge? Consider the opportunities missed (and sales dollars left on the table) when you remain a spectator when working with or selling to individuals who do not solve problems the same way you do.

Consulting 88

Consulting Innovation Roadmap Leadership 88

Horizon CX

APRIL 1, 2024

These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs. This assessment provides valuable insights into current CX capabilities, identifies areas for improvement, and helps chart a roadmap for advancement.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Business meetings: Before: Scheduled all my meetings at coffee shops and restaurants.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

ClientSuccess

MARCH 8, 2023

Define Next Steps One of the biggest reasons follow-up emails are so critical after customer calls is that they often serve as a bridge between meetings to keep your customer projects alive and keep things moving between live conversations. By outlining objectives, owners, and timelines, you provide your customers with a roadmap to success.

Customer Success 79

Customer Success Tips eBook Roadmap 79

Integrity Solutions

MARCH 19, 2024

As a sales leader have you looked at your forecast and asked questions like these: “Do we have enough opportunities in our forecast to confidently make our goal this quarter/year?” ” Sales forecasting accuracy is one of the most important processes for running a successful sales organization.

Sales 111

Sales Analysis Resources Examples 111

Service Untitled

JULY 16, 2012

I just finished reading Roadmap to Revenue : How To Sell The Way Your Customers Want To Buy ( Amazon.com link ). In a nutshell, Roadmap to Revenue helps us understand the customer-centric instead of the common company-centric mindset. ” Following the correct route, the organization arrives at the ultimate reward of success.

Roadmap 46

Roadmap Customer Centricity Social Media Knowledge Base 46

Gainsight

FEBRUARY 29, 2024

The significance of this contribution underscores the increasing importance of emphasizing the role those trusted partners play in the post-sales customer experience. Keys to Making Through-Partner Customer Success Effective Partner ecosystems can play an integral role in strategic growth both pre- and post-sales.

Customer Success 52

Customer Success Effort Score Roadmap Software 52

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

Gainsight

JANUARY 17, 2020

How do you prioritize what feedback gets incorporated into the product roadmap? From a bigger, strategic roadmap perspective, we get that from our executive business reviews or our insider program. Q: How do you prioritize what feedback gets incorporated into the product roadmap? These get routed directly to the product team.

Feedback 117

Feedback Roadmap ROI Case Study 117

ChurnZero

SEPTEMBER 20, 2019

CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution. Q: What are your recommendations on keeping CSMs from being shoved down to a lower level customer contact after the initial sale.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

Totango

JULY 11, 2023

SVP of Customer Success “Totango takes all of our feedback and implements it almost immediately or can provide a product roadmap timeline in which it will be accomplished. This is enabling us to manage organizational planning around our customer segments, and even innovate on our theory of the customer and customer journey segmentation.”

Customer Journeys 82

Customer Journeys Customer Success Sports Software 82

CustomerSuccessBox

JUNE 21, 2021

First of all, it is a product manager who has designed and built the technology but it is you the customer success manager who talks to the customers and makes sure that you are able to deliver the outcome that your sales promises. Because you’re the one who’s plugged into where the rubber meets the road. Conclusion.

Customer Success 52

Customer Success Management Roadmap Feedback 52

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. Together, we’ve mapped out a three-year roadmap for the CS org. Here’s our Roadmap ( PDF link ).

Customer Success 52

Customer Success Roadmap Handbook Financial 52

Gainsight

MARCH 22, 2022

Sales and Marketing is to new customer bookings as Product Management and Customer Success (CS) is to the customer experience. Consider implementing a recurring weekly or bi-weekly meeting between CSMs and Product Managers. Product teams should communicate roadmap and customer updates regularly. They’re the new hot couple!

Customer Success 52

Customer Success Management Roadmap Communication 52

SmartKarrot

AUGUST 10, 2021

However, the same does not hold true for creating a SaaS product roadmap. Designing a roadmap for your product is not that straight and needs creative thinking, visualization, and planning that is subjective in nature. Let us now look at the top 10 reasons why SaaS product roadmaps fail and how to affix them right.

Roadmap 10

Roadmap How To Meeting Sales 10

Clarivate

SEPTEMBER 22, 2022

As technology has evolved, many businesses and law firms find that their antiquated system no longer meets their needs. You need to select a provider that can help improve your processes today while scaling easily to meet the needs of tomorrow. IP data roadmap. IP data roadmap. Integration flexibility.

Software 59

Software Management Roadmap Report 59

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

SurveySparrow

APRIL 25, 2023

They are the processes through which a company identifies, designs, develops, and launches new products or services to meet the needs of its target customers. Finally, it helps you create a product that meets your customer’s needs and provides value. This feedback will help you identify any issues or areas for improvement.

Competitive Advantage 52

Competitive Advantage Roadmap Meeting Feedback 52

CSM Magazine

DECEMBER 19, 2023

This insight helps your business evolve to meet those needs and grow. If you want to expand your business, you need a plan of action and a roadmap to follow. You can use the analytics data use it to make a strategic growth plan that meets your goal. Build a sales funnel Your sales funnel is like a road map for customers.

Strategy 52

Strategy Social Media Advertising Analytics 52

ShepHyken

SEPTEMBER 20, 2019

By monitoring the frequency of feature requests and bug report tickets, it lets them create a realistic product roadmap for meeting customer demands. If they see a customer is having problems with chat conversations, they can provide training on their next call around configuring the chat technology to ensure its meeting their needs.

B2B 108

B2B CRM Software B2C 108

ChurnZero

JUNE 14, 2023

” When times are challenging, and the sales pipeline slows, the disparity between the cost to acquire and retain customers tends to grow. As your sales team is in the business of influencing prospects to buy, the customer success team influences customers to stay and should understand why your accounts churn, renew and expand.

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

Education Services Group

MAY 28, 2021

One way to help this process go smoothly is for sales and CS to work together during the handoff between pre-sales and post-sales. We’ve found that incorporating the development of the Customer Success Plan into the transition from sales rep to CSM also helps align sales and CS goals and, most importantly, keep customers happy.2.

Customer Success 98

Customer Success Sales Customers Roadmap 98

Wootric CX Blog

JULY 28, 2020

Building and maintaining the product roadmap is a central part of your role as a product manager. Yet there is surprisingly little consensus about product roadmaps across the product management community. Product roadmaps fit very strategically into this hierarchy. Next, turn those product goals into your product roadmap.

Roadmap 128

Roadmap Guidelines Net Promoter Score Exercises 128

Thematic

DECEMBER 28, 2022

You can combine your feedback comments with operational and transactional data, like sales figures, regions, customer demographics, or performance statistics. Inform product roadmaps with customer-led data Text analytics software is awesome when it comes to analyzing subjective feedback like product reviews.

Analytics 71

Analytics Software Feedback Management 71

Gainsight

MARCH 19, 2020

Several commenters in the LinkedIn thread noted studies of increased Sales and CS performance with video on versus not. Early in Gainsight’s tenure (2014), we had a big client (still a customer today) who had a feature request and wanted to see our roadmap. We presented via audio and slides on a web meeting. Video works.

Customer Success 85

Customer Success Tips Video Roadmap 85

Gainsight

APRIL 8, 2020

In those days, traveling was a major part of the job—traveling to California for monthly meetings with my product team; traveling to clients for sales calls or customer discovery; traveling to our corporate offices for sit-downs with other teams such as marketing, support, and finance. Zoom or Teams for conducting real-time meetings.

Tools 52

Tools Travel Roadmap Course 52

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

Totango

AUGUST 23, 2022

B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. During the sales process, including sales appointment scheduling, meetings and payment processes.

Customer Journeys 115

Customer Journeys Touchpoint B2B Social Media 115

Talkdesk

NOVEMBER 26, 2019

End bad customer service with Talkdesk Talkdesk’s industry-leading solutions were showcased in over 100 meetings and customized demos with our stellar sales team and subject matter experts. Additionally, attendees had the exclusive opportunity to preview the new Talkdesk innovation roadmap and updates.

Contact Center 78

Contact Center Roadmap Leadership Conference 78