Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Dive into the steps for effective questionnaire design, crucial areas for feedback, and tactics for maximizing the valuable data you collect without the fluff. What questions do you include to not only garner responses but also drive your business forward?

Feedback 122

Feedback Net Promoter Score Effort Score Customer Satisfaction 122

ChurnZero

MAY 30, 2024

You can always scale your educational offerings later with new tools. 3: Collecting customer feedback to optimize your education program. Customer feedback can be an emotional rollercoaster. Your customers will have opinions on your educational offerings, so use it to guide your content development process.

How To 95

How To Video Course Feedback 95

GetFeedback

JULY 29, 2019

Collecting survey feedback from your customers is easier now than it has ever been before. But while collecting survey feedback is simple, the real value is in actioning that feedback. Receiving actionable survey feedback. You need to include questions which are likely to deliver actionable feedback. .

Survey 150

Survey Feedback How To Net Promoter Score 150

Gainsight

NOVEMBER 13, 2023

Gainsight has always been a leader in the industry, from being the first to establish Customer Success itself, to evolving with changing customer needs, to riding the new wave of artificial intelligence in SaaS. Introducing: Meeting Assist, Takeaways, and Customer Cheat Sheet. Takeaways Last but not least— Takeaways.

Customer Success 52

Customer Success Customer Experience Roadmap Meeting 52

InMoment XI

JANUARY 10, 2023

They’ve got a sales team focused on enterprise sales, a customer success team that largely spends its time making onboarding simple and straightforward, and a customer support team that’s available to fix problems. And of course, they’ve got a product team constantly working to improve their software with customers in mind.

Customer Experience 324

Customer Experience Management Customer Journeys Effort Score 324

InMoment XI

JANUARY 2, 2023

,” so you also get rich qualitative feedback that can guide improvement efforts from product to support to marketing. While NPS surveys are sometimes deployed once or twice a year, a good, modern NPS program will use “drip NPS” to keep an ongoing pulse on customer sentiment, so you can react in the moment, instead of after the fact.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. Isn’t it because you want your customers to get more out of your product? In other words, with a Customer Success strategy. As you gain some experience, optimize your customer success plan.

Customer Success 52

Customer Success Customer Journeys Roadmap Strategy 52

Retently

JULY 28, 2019

Whether it’s crunching data or integrating a bunch of analytics tools for understanding and boosting customer engagement, when you boil it down, people are just trying to do a better job and win some extra hours back into their days. Automate the feedback loop. Following that logic, automation is the pillar of technology.

Feedback 103

Feedback Effort Score Survey NPS 103

SurveySparrow

JULY 31, 2023

Did you know that listening to your customers can revolutionize your business? Your customers have the power to fine tune your business. By systematically gathering, analyzing, and managing customer feedback , businesses gain invaluable insights that fuel growth and enhance customer experiences.

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Effort Score 52

Wootric CX Blog

APRIL 7, 2020

Jay Nathan, Founder and Managing Director of Customer Imperative , was taken by surprise with his first cancellation: “The first major cancellation I received after taking responsibility for retention was like a gut-punch – no warning.” This happened back when he was SVP of Customer Success at an early stage SaaS company.

Customer Success 72

Customer Success Roadmap Customer Retention Feedback 72

Retently

SEPTEMBER 12, 2018

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. But, how can the voices of customers be leveraged to drive the expected product changes? But, how can the voices of customers be leveraged to drive the expected product changes? Sorting through the feedback is tough.

Analysis 124

Analysis Feedback NPS Effort Score 124

Gainsight

MARCH 18, 2021

At first glance, there isn’t much overlap in product marketing and customer success teams’ day-to-day responsibilities. They usually sit in different areas of the org, report to other functional leaders, and are held to unique success measures. Enter customer success.

Customer Success 93

Customer Success Touchpoint Case Study Roadmap 93

Thematic

JANUARY 21, 2020

At Thematic, we’ve spent years researching, designing and developing our customer feedback analysis platform. . You can customize it to your needs. What should the roadmap look like for developing an automated DIY customer feedback solution? Why you might want to have a feedback analysis solution.

Analysis 105

Analysis Feedback How To Roadmap 105

Gainsight

MAY 3, 2020

Last week we were treated to a lively conversation with Eric de Jager, President at Harbor Products Group, and our very own Tyler McNally, VP of Customer Experience who really proved how vital it is for Product Leaders and Customer Success leaders to partner during these uncertain times. Traditional Factors.

Customer Success 59

Customer Success Customer Experience Roadmap ROI 59

InMoment XI

DECEMBER 7, 2023

Measuring CX requires a layered approach that can include in-depth user interviews and gathering data at key points of contact, as well as tracking customer experience metrics like NPS, CSAT, and CES, among others. The specific, contextual feedback that users provide in a PSAT survey helps to prioritize a roadmap of product improvements.

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

GetFeedback

DECEMBER 10, 2018

An easy to take survey doesn’t just yield higher response rates but also higher quality feedback data. You also want to design questions that will provide actionable feedback. Also include an open text field to garner more qualitative feedback. Then use text analytics to understand sentiment, identify keywords, and spot trends.

NPS 210

NPS Net Promoter Score Survey Analytics 210

ProProfs Chat

DECEMBER 17, 2021

In-app feedback tools help businesses to collect real-time customer feedback , which is essential for a thriving business strategy. In-App feedback mechanisms are convenient, which allow users to share their concerns without disrupting their mobile app experience. What is an In-App Feedback Survey?

Tools 52

Tools Feedback Roadmap Survey 52

Gainsight

JANUARY 7, 2019

We don’t have a handle on how each customer is using the product. We need to scale our customer onboarding. These challenges are nothing new to Customer Success (CS). The world is realizing that to drive Customer Success in a SaaS business, the product plays a central role.

Customer Success 65

Customer Success Multi-Channel Roadmap Customer Journeys 65

Lithium

APRIL 2, 2024

Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. includes updates to reconnecting with some sources, updates to the CRM Connector, and new WhatsApp fields for the Raw Author Export in Care Analytics.

Roadmap 52

Roadmap Metrics CRM Resources 52

Wootric

AUGUST 10, 2018

Wouldn’t it be great to get customer feedback before there are even customers so you know what new features and products to prioritize? But on brand new features and products that aren’t launched, knowing that customers want and need most is educated guesswork. And it’s possible. And vice versa, of course.

Roadmap 53

Roadmap Data Net Promoter Score Analytics 53

Gainsight

JULY 13, 2022

At Pulse 2022 you’ll learn proven strategies for product-led growth, driving, adoption, user retention, and how to build effective roadmaps. For the longest time, Pulse focused on customer success teams, but not anymore. Best practices for product roadmaps. We all know product roadmaps are essential to durable growth.

Roadmap 59

Roadmap Conference Analytics Strategy 59

Gainsight

APRIL 5, 2022

However, there are tried-and-true ways for product leaders to use analytics to drive multi-product growth. In this article, we examine the biggest issues multi-product companies face and nail down how to use analytics to promote product growth across the organization. How can multi-product companies benefit from analytics?

Company 52

Company Multi-Channel Roadmap Analytics 52

Gainsight

NOVEMBER 16, 2021

Fortunately, there is a compass that you can use to direct your plans: analytics. . Analytics lay the foundation for your digital transformation strategy and provide solid footing to launch your plan. Product-led growth strategies are designed to help SaaS companies thrive in that customer-centric environment. Wondering how?

Roadmap 52

Roadmap Analytics Social Media User Experience 52

Gainsight

AUGUST 23, 2021

Outline: Intro: Overviews the challenge product managers face as they gather feedback from different groups and stakeholders. Explains how it can be difficult to set feature priorities for product roadmaps. Describes why it’s important to creating an effective product roadmap. How to Prioritize Features on Your Product Roadmap.

Data 52

Data Roadmap How To Tips 52

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

GetFeedback

FEBRUARY 17, 2020

This is critical because it connects your customer feedback with customer data so you have a holistic view of the customer experience. . With an NPS survey, the only information you can gather is what your customers are willing to answer. Act (take intelligent action). Integrate your NPS program with Salesforce.

NPS 195

NPS Measurement Loyalty Net Promoter Score 195

Retently

MARCH 10, 2022

Customer Success and Churn. Great customer success is perhaps the single greatest defense you have against high churn. Some of the areas where the churn rate is affected most significantly are during the Onboarding, Product Adoption, Customer Retention , and Product Expansion stages.

Self Service 148

Self Service e-support Poor Customer Service Customer Success 148

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.

Software 60

Software Customer Success Tools Customer Centricity 60

SmartKarrot

OCTOBER 31, 2022

Role: Senior Customer Success Manager Location: Remote, United States Organization: Sigma Computing As a Senior Customer Success Manager, you will manage the customer lifecycle for Sigma accounts. Provide customer onboarding and monitor for effectiveness.

Customer Success 19

Customer Success Roadmap Knowledge Base Customer Satisfaction 19

SmartKarrot

JUNE 13, 2023

Role: Customer Success Manager Location: New York, NY, United States (Remote) Organization: Polar Analytics As a Customer Success Manager, you’ll have plenty of options in the future. As a Digital Marketing Customer Success Manager, you’ll be in control of client campaigns and projects.

Customer Success 19

Customer Success Return on Investment Roadmap Customers 19

Amity

JANUARY 30, 2018

Maheen Memon is the Director of Customer Success at Nulogy. Throughout her career in Customer Success, she’s had the opportunity to try a couple of things and has picked up some life-saving best practices along the way. We invited Maheen to the Amity office to present at one of our monthly Customer Success events.

Tips 69

Tips Customer Success Social Media Roadmap 69

Gainsight

APRIL 21, 2022

As the category creator of customer success and the definitive thought leader, this list is filled with the help you need to deliver the ultimate Product Experience for your customers. Creating a Product Roadmap? Product Experience: A Key Driver Of Your Customer Success Journey. Product Analytics.

Resources 52

Resources Handbook eBook Government 52

Retently

MARCH 18, 2024

or a more detailed query, each question is a step towards understanding what makes your customers tick. Harness feedback, discover the key customer service survey questions that can transform your support strategy, and make every customer interaction count.

Survey 141

Survey Customer Service Strategy Effort Score 141

CSM Magazine

FEBRUARY 1, 2022

“It’s been a fantastic year, not only with an increase in turnover and customers, but our team has grown from 8 to 25 and we’ll shortly be over 30, showing our exceptional growth in 2021 and how we’re planning for 2022 and beyond. The first of these new products is Conversational Analytics. said Jamie. said Jamie.

Roadmap 52

Roadmap Analytics Retail Financial 52

SmartKarrot

MARCH 31, 2023

Role: Customer Success Representative Location: New York, United States (On-site) Organization: RTM Business Group As a Customer Success Representative you’ll create and maintain connections with RTM’s top clients to aid in their ongoing success and expansion.

Customer Success 19

Customer Success Leadership Hotels Roadmap 19

SmartKarrot

AUGUST 26, 2022

Role: Director of Customer Success Location: Remote, United States Organization: FinditParts As a Director of Customer Success, you will manage Contact Center Operations to deliver a great customer experience, meeting or exceeding all revenue goals, KPIs, and SLAs.

Customer Success 19

Customer Success e-support Case Study Roadmap 19

Gainsight

OCTOBER 28, 2021

Perfect the first mile of your product roadmap. When you’re building a solution to reach product-market fit, it’s important to focus on the first mile of your product roadmap. Another key to perfecting the first mile of your roadmap is capturing user objectives. This is how much water, or cash, you’re retaining in your bucket.

Marketing 52

Marketing Roadmap Metrics Measurement 52