Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics? Here's why.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Gainsight

SEPTEMBER 1, 2022

More analytics. So a product roadmap serves as a tool for alignment: it’s a strategy-first, visual document that communicates what type of problem a product solves, how, and for whom. And it addresses what’s coming next to best meet customers’ needs. PMs can solve these challenges with a data-based product roadmap.

Roadmap 52

Roadmap Data Net Promoter Score Analytics 52

InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

Gainsight

MARCH 24, 2022

Before your product starts booming, you need a product roadmap that charts a clear course to growth. In this article, we lay out the questions you can ask yourself to help you create a successful product roadmap that’s anchored in analytics. What is a product roadmap? We’re here to help. Do I know how users are behaving?

Roadmap 52

Roadmap Analytics Metrics Feedback 52

Gainsight

JUNE 16, 2022

If you’re crafting a product roadmap, your vision and internal alignment must be crystal clear. . Too often, product leaders start building their roadmap plans only to be bombarded with conflicting feedback in all directions. So, how do you get beyond the distractions to build a roadmap you can defend and align around?

Roadmap 52

Roadmap Measurement Data Net Promoter Score 52

Gainsight

SEPTEMBER 28, 2022

By revamping their product strategy, companies can lower the cost of customer acquisition with low-touch onboarding strategies and also increase revenue retention with stickier products, helping to unlock new ways to scale up and sustainably grow revenues. Stay focused on stickiness.

Roadmap 52

Roadmap Analytics Innovation Resources 52

Thematic

DECEMBER 5, 2018

Think customer loyalty programs are all about getting generic discounts, points and rewards? Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. So, let’s look at ways to reduce churn with customer retention analytics and why it’s important in the first place.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Gainsight

JANUARY 31, 2019

Ask, “What’s next on our product roadmap?” Your customer data is a goldmine wrapped in a bow covered in glitter. Because your customers are the most important source of information when it comes to prioritizing your product roadmap. Your customers’ primary interaction with your company is through your product.

Roadmap 75

Roadmap Analytics Analysis NPS 75

Gainsight

MAY 14, 2019

A product roadmap is a high-level, visual representation of the direction your product offering will take over time. A good product roadmap will provide your colleagues and stakeholders with the “why” behind your product and should serve the following purposes: Lay out the overarching strategy. Executive-level product roadmaps.

Roadmap 81

Roadmap Sales Customer Centricity Return on Investment 81

Thematic

DECEMBER 28, 2022

Feedback analytics software is a powerful tool in a product manager's arsenal. In this post, we'll discuss six ways that feedback analytics can help product managers build better products! Identify pain points Feedback analytics software analyzes the feedback users share to identify, understand and quantify pain points.

Analytics 71

Analytics Software Feedback Management 71

Kerry Bodine

DECEMBER 30, 2020

Because as it turns out, customer experience is even more important during a pandemic than it ever was before. Number 9: 5 Steps To Mapping The Customer Journey. Consider this your high-level roadmap for developing journey maps and using them to drive action. Number 8: The Customer Journey DOES NOT EQUAL The Customer Lifecycle.

Customer Journeys 227

Customer Journeys Customer Experience Touchpoint Analytics 227

SurveySensum

DECEMBER 4, 2023

Collecting customer feedback is one thing, but understanding how to use it can take time and effort. Customers start to feel like their opinions don’t matter, and when they don’t see any changes, they quietly leave. So, how do you make sense of all this customer feedback and transform it into actionable improvement?

Feedback 52

Feedback Strategy Net Promoter Score Social Media 52

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Totango

MARCH 13, 2020

Using customer data to illuminate the road ahead is always going to be far more effective than winging it or blindly assuming that what has worked in the past will continue to work in the future. Still, customer data needs to be carefully tracked and evaluated in order to be worth gathering in the first place.

Analytics 82

Analytics Customer Success How To Customer Journeys 82

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Gainsight

DECEMBER 8, 2022

If there’s one thing every customer success (CS) leader is talking about these days, it’s digital customer success. . The notion of having to scale or be more efficient with resources by leveraging digital channels and programs is one that excites any customer organization, big or small.

Customer Success 52

Customer Success Strategy Roadmap Touchpoint 52

Gainsight

MARCH 21, 2022

What you may not realize is that user analytics can lift that weight off of your shoulders and make it easy for you to deliver an excellent product experience. In this article, we dive into user analytics and show you how to use this powerful set of tools to ignite product growth. What is user analytics? Wondering how?

Analytics 52

Analytics Roadmap How To Analysis 52

Win the Customer

SEPTEMBER 8, 2023

In the dynamic world of startups, where every decision can make or break a company’s future, customer experience (CX) stands out as a critical factor for success. It’s not just about having a great product or service; it’s about how you make your customers feel when they interact with your brand.

Strategy 59

Strategy Social Media Touchpoint Customer Centricity 59

SurveySparrow

DECEMBER 9, 2023

Read More: Iot Data Collection and Visualization: How to Use it to Understand Big Data Types of Dashboards: Strategic, Operational, Analytical When it comes to dashboards, it’s not a one-size-fits-all scenario. Customer Service Metrics: Imagine a feedback machine that tracks customer interactions and satisfaction.

Analytics 52

Analytics Trends Metrics Tools 52

SurveySparrow

SEPTEMBER 5, 2023

Why do customers choose one brand over another? The answer lies in the way customers are treated throughout their journey with a brand—this is what we call the automotive customer experience. This is why focusing on customer experience in the automotive industry is a big deal. What is Automotive Customer Experience?

Automotive 52

Automotive Trends Strategy Customer Experience 52

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 236

Customer Experience Social Media Video Customers 236

Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. 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.

Report 92

Report Trends Customer Success Self Service 92

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. What Is Customer Experience? your CX foundations. Leaders invested in CX spend time in a cycle of action.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Lithium

JUNE 4, 2024

If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! 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. Sign up today !

CRM 52

CRM Roadmap Software Leadership 52

CSM Magazine

DECEMBER 19, 2023

Research and market analytics When growing your small business, check out the market. It helps you know your current customers and find new ones. To conduct market research, you can use analytics. You can either buy big data from other companies or use data analytic tools to gain customer insights.

Strategy 52

Strategy Social Media Advertising Analytics 52

Thematic

APRIL 21, 2020

This brings its own set of challenges and opportunities for customer insights & analytics leaders. One way we’ve responded at Thematic has been to start hosting virtual roundtable discussions for customer insights and analytics professionals to connect and share how everyone is managing. Business as usual*.

Analytics 103

Analytics Call Center Survey Feedback 103

Gainsight

JANUARY 6, 2023

They’re investing in product experience (PX) and product-led growth (PLG) strategies to efficiently chart a path to durable growth—and smooth sailing when market conditions improve. This list is filled with the help you need to deliver the ultimate product experience for your customers. Product Analytics. It Depends.

Resources 52

Resources Roadmap eBook Analytics 52

BirdEye

AUGUST 28, 2023

Having a social media profile is one thing, but successfully implementing a strong social media management strategy is a different story for a business. Your potential customers are doing more on social media platforms than sharing cat memes. You want to be there with a social media strategy that puts your brand front and center.

Social Media 52

Social Media Strategy Entertainment Multi-Channel 52

Gainsight

AUGUST 4, 2022

In the decade since Gainsight created the customer success (CS) category, the industry has matured from a reactionary stance, answering post-sales and services needs, into a proactive and sophisticated revenue-generating machine. . This is where we at Gainsight believe a great Customer Success Operations (CS Ops) team comes to the rescue. .

Customer Success 105

Customer Success Management Marketing Analytics 105

Gainsight

JUNE 14, 2022

The ultimate challenge for any product leader is to ensure that customers not only try, but keep using your product over time. This is the heart of a product-led growth (PLG) strategy. When you do product analysis right, it can help you build a world-class product experience for your customers. Adoption Analysis.

Strategy 52

Strategy Analysis Self Service Roadmap 52

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. Based on the company ‘’mindset’’ and approach.

B2B 98

B2B Customer Experience Roadmap Culture 98

PeopleMetrics

MARCH 25, 2022

Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. How do they work?

Roadmap 118

Roadmap Feedback B2B Survey 118

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

Customer Bliss

SEPTEMBER 19, 2017

Libby Duane Adams is a disciplined and mature CCO leader who shares her 6-year strategy for making the role a growth driver in her organization. Customers such as Walmart, McDonald’s, and AT&T rely on Alteryx. Losing customers in a period of growth. Customer experience is not customer service/support.

Chief Customer Officer 97

Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

Qualtrics

APRIL 25, 2019

This is alongside the well-documented benefits of D&I, such as improved productivity, creativity, and employee and customer satisfaction. Roseboro stated we need a new roadmap for D&I — a roadmap that goes from passive exclusion to active inclusion, and which is tailored to satisfy employee demands and capabilities.

Roadmap 40

Roadmap Competitive Advantage Culture Measurement 40

PeopleMetrics

JANUARY 24, 2022

As always and forever, we are obsessed with helping our clients measure, understand and create better experiences for their customers (clients, members, patients, guests) and their employees. We made our first acquisition late last year when the extremely talented team from the Center for Strategy Research (CSR) joined PeopleMetrics.

Trends 90

Trends Self Service B2B Roadmap 90

Thematic

APRIL 3, 2024

The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. You’re not face-to-face with these customers, so you need a way to understand what’s happening. 77% of customers prefer brands that listen to them.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62