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. A best practice is for customer marketing to create a separate NPS survey specifically for marketing purposes. Toolkit: How To Build Customer Loyalty.

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Marketing NPS Voice of Customer Effort Score 52

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here.

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Contact Center Omni-Channel Multi-Channel Self Service 98

PeopleMetrics

JANUARY 24, 2022

Our product roadmap has exciting new features planned this year around the theme of high-value customer understanding and retention. There’s a lot more on the roadmap, more to come soon. our weekly webinar on all things CX, with our first one on Tuesday, February 1 st at 12 noon (EST). Fire away those ad hoc surveys!

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Trends Self Service B2B Roadmap 90

Gainsight

JULY 26, 2022

This product experience imperative was the exact topic of the Catapult webinar with Morgan Redwine from Dealerware. . 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.

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NPS Effort Score Training Roadmap 59

Lithium

DECEMBER 6, 2022

Khoros Care Customer Feedback Coaching Session Collect feedback from your customers with a high level question NPS or CSAT survey, and report on the results in Khoros Care! Webinars & Events Some event areas are limited to Khoros customers only. Changed forum discussion subjects rendered properly in replies and community widgets.

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Social Media Roadmap Trends Hospitality 52

Lithium

NOVEMBER 1, 2022

NEW Coaching Video: NPS/CSAT Enable users to privately share their feedback with your brand after a customer service interaction. Webinars & Events Some event areas are limited to Khoros customers only. So, how did they do it? Was it the stars aligning? Some kind of holiday miracle? Read on to find out. Available On-demand.

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Roadmap ROI Social Media Contact Center 52

Gainsight

APRIL 30, 2019

Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. Net Promoter Score (NPS). Net Promoter Score (NPS). The Net Promoter Score (NPS) tells you the percentage of your customers who would recommend your product. How do I improve NPS?

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Metrics Net Promoter Score Management How To 65

Lithium

AUGUST 2, 2022

When your organization is experiencing soaring attrition rates, everything will be affected from NPS scores, employee performance, and your bottom line. Webinars & Events Some event areas are limited to Khoros customers only. Beyond the Roadmap: TikTok & Talkwalker Deep Dive. Available On-demand.

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Roadmap Trends Conference Groups 52

SurveySparrow

AUGUST 28, 2023

5 Continuous Education Webinars and Workshops : Host regular webinars and workshops that educate users on advanced features and best practices. Net Promoter Score (NPS) : Send out NPS surveys to gauge overall customer satisfaction and identify promoters, passives, and detractors.

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

Bold360

SEPTEMBER 25, 2019

The result was a growing backlog and increasing time to close, impacting their NPS. Check out Patrick’s on-demand webinar to hear more about his story, his recommendations for getting started, and what’s on the roadmap for Citrix. Anyone who uses their product, even as an end recipient, can call into their support center.

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Customer Experience Self Service Roadmap Call Center 49

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. Webinars & Events Some event areas are limited to Khoros customers only. Beyond the Roadmap: TikTok & Talkwalker Deep Dive Watch now. Salesforce Connector 4.3 Available On-demand.

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Multi-Channel Leadership Guidelines Roadmap 52

Gainsight

MAY 13, 2020

We wrote about our process here and we are hosting a follow-up webinar dedicated to our Risk Management approach with Gainsight customer FinancialForce. . Using Gainsight, they are able to map use cases and urgency into a roadmap which is translated into a Customer Success Plan that both the CSM and the customer have alignment around.

Roadmap 59

Roadmap ROI NPS Customer Success 59

CSM Practice

DECEMBER 4, 2020

Now most companies have a health score; Most customer success teams develop a health score and I talk a lot about it in my podcasts and webinars that I do throughout the year, how a customer health score in its designation is a very internal type metric. We went against the NPS for that specific customer. Is my customer healthy?

How To 69

How To NPS Customers Customer Success 69

Wootric CX Blog

MARCH 15, 2020

In SaaS, this often means using the all-important NPS survey to gauge overall loyalty and surface any issues that may affect renewal. Guneet Singh, Director of Customer Experience programs at Docusign, spoke about this in a recent Voice of the Customer webinar. Improve customer experience at customer journey touchpoints.

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Company e-support How To Chief Customer Officer 125

SurveySensum

OCTOBER 5, 2020

In the above typical B2B SaaS customer journey, a customer attends your webinar and finds out about your product. Throughout this customer journey, you’ll gather customer feedback from every stage using CSAT, CES, and NPS surveys depending on each touchpoint. . Now, what are CSAT, CES, and NPS Survey? NPS Survey.

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Customer Journeys B2B Survey Net Promoter Score 52

ChurnZero

AUGUST 30, 2019

Pay Attention to Net Promoter Score (NPS). From @jasonlk ‘s playbook for going from $1m to $10M, make NPS a top 3 goal. Upcoming Webinar. Customer reference program increased deal sizes by 2.5X at Talkdesk. That’s a descent-sized whoop. SaaStrScale. Bill Cushard (@billcush) August 29, 2019. .

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Customer Success Net Promoter Score NPS Roadmap 40

Gainsight

FEBRUARY 20, 2019

Depending upon your company’s product roadmap, you might be shipping and refining new product updates monthly, weekly, or even daily. Success is measured in renewal rate , NPS , CLV, or retention rate. Increase adoption through easy-to-use, in-app engagements and fuel your roadmap with data-driven user insights. SCHEDULE A DEMO.

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Roadmap Measurement Training Customer Success 45

inmoment

JUNE 1, 2020

We’ve seen Australian brands turn off their VoC programs after seeing NPS scores drop. These kinds of actionable insights will inform your business roadmap and propel your brand forward. In essence, the very premise of NPS attempts to reduce the human experience to a simplified number.

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

Thematic

MARCH 29, 2020

The most popular customer feedback surveys are Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys, which are typically sent daily, monthly, quarterly, once or twice a year, depending on how many customers you have and how quickly you iterate. Advantages: Easy to setup, cheap, scalable with the right survey analysis software.

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Feedback How To Analysis e-support 111

Gainsight

OCTOBER 17, 2019

Nothing quantifiable—highlights in releases, roadmaps, tradeoffs. Chart representing the NPS of users using Gainsight NXT. Things come up in the business—a spike in churn, a drop in NPS, sales dropping because of perceptions in the market—the question is, “how do you bring information to bear in that discussion?”.

Metrics 45

Metrics Meeting NPS Effort Score 45

Wootric CX Blog

DECEMBER 9, 2020

During the webinar, he laid out planning elements you need to consider when building your CX program. It would gather NPS, CSAT, and Customer Effort Score (CES) feedback from all relevant customer touchpoints, analyze that feedback and turn it into an actionable experience strategy. . Product Roadmaps and UX Design.

Banking 52

Banking How To Effort Score Culture 52

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Product Adoption roadmap. You’ve probably read your fair share of information online about Customer Success.

Customer Success 48

Customer Success Metrics e-support Leadership 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Product Adoption roadmap. You’ve probably read your fair share of information online about Customer Success.

Customer Success 48

Customer Success Metrics e-support Leadership 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Product Adoption roadmap. You’ve probably read your fair share of information online about Customer Success.

Customer Success 48

Customer Success Metrics e-support Leadership 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Product Adoption roadmap. You’ve probably read your fair share of information online about Customer Success.

Customer Success 48

Customer Success Metrics e-support Leadership 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Product Adoption roadmap. You’ve probably read your fair share of information online about Customer Success.

Customer Success 48

Customer Success Metrics e-support Leadership 48

ClientSuccess

OCTOBER 10, 2017

Some metrics that CSMs should pay attention to during this stage include customer engagement numbers, types of content customers are engaging with (which often highlights the features they’re interested in), as well as interest in any marketing materials that deal with the customer success process or roadmap. Evaluation Stage.

Metrics 40

Metrics How To Effort Score Customer Success 40

SurveySensum

FEBRUARY 14, 2024

This can include customer support, tutorials, webinars, and documentation. Easy setup of NPS dashboards for individual departments. It tracks feedback on these skills over time, offering a clear roadmap for professional development. Direct customer interaction and response through the Listening engine.

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Tools Feedback Analysis Survey 52

ProProfs Chat

SEPTEMBER 13, 2019

Two of the best ways to drive feature adoption are: by educating your customers (either through blog, webinars or any other type of content). Net-Promoter Score (NPS). Net-Promoter Score (NPS). NPS score will help you to: Identify people who are ready to churn and take actions that will prevent that. First response time.

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Customer Service Omni-Channel Net Promoter Score Knowledge Base 55

ChurnZero

AUGUST 23, 2019

To talk about this newer role and shed some light on the evolution of Customer Success Operations and how it can impact SaaS businesses, we hosted a well-attended webinar earlier this week with Jason Conrad from the Customer Imperative. Say- in the next 90 days we’re going to implement an NPS process. Upcoming Webinar.

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NPS Customer Success Effort Score Sales 40

Amity

MARCH 19, 2014

Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. Customer Product Adoption roadmap. You’ve probably read your fair share of information online about customer success. Customer and CSM Onboarding.

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Customer Success Metrics Leadership Customer Satisfaction 54

SmartKarrot

JULY 16, 2021

Lead online webinars, consultations, and one-on-one demos to educate customers on the features of the product. Represent voice of the customer and influence product development roadmap. Build, own, and execute client success and engagement plans. Apply here: [link].

Customer Success 10

Customer Success Healthcare Consulting Roadmap 10

Amity

OCTOBER 12, 2017

Best practice webinars. Net Promoter Score (NPS) surveys. Cross-functional initiatives such as CS/Product collaboration on the product roadmap. We were able to increase NPS by 666% which had a dramatic impact on our team and our relationship with our customers. Renewals and upsells. Quarterly retrospectives.

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Customer Success Customer Journeys Net Promoter Score Effort Score 61

SurveySparrow

MARCH 26, 2021

A GTM strategy provides a roadmap for businesses to understand the relevancy and impact of their marketing and sales strategy. Prospects like them should be given case studies, tutorials, webinars, demos, etc. A detailed plan created to launch a product to the market is called a go-to marketing strategy. Winding up. .

Strategy 52

Strategy Marketing Advertising Airlines 52

Amity

OCTOBER 12, 2017

Best practice webinars. Net Promoter Score (NPS) surveys. Cross-functional initiatives such as CS/Product collaboration on the product roadmap. We were able to increase NPS by 666% which had a dramatic impact on our team and our relationship with our customers. Renewals and upsells. Quarterly retrospectives.

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Customer Success Customer Journeys Net Promoter Score Effort Score 49

SmartKarrot

DECEMBER 2, 2020

Create NPS scoring and exceed industry standards. Prepare and facilitate tailored business review meetings, training, webinars, demos, and other strategic and supportive interactions. Initiate regular review meetings to get product feedback and discuss product roadmap from your assigned accounts & surface with the Product team.

Customer Success 10

Customer Success Case Study Roadmap Sales 10

CSM Practice

JANUARY 1, 2017

Anna Connell: When no usage data is available, there are a couple of things I recommend having the customer success program focus on: Voice of customer metrics, including: NPS, Support scores, feedback from customer meeting, etc. Financial metrics: Renewal rates, early renewal rates (important!), customer churn data, account add-ons.

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Customer Success Metrics e-support Customers 58