Gainsight

NOVEMBER 10, 2021

There was a time when traditional sales or marketing strategies made sense for product growth. Back your product roadmap with data. Product-led strategies use metrics to lay out a clear set of priorities that you can lean on when it comes time to create product roadmap decisions.

Handbook 52

Handbook Roadmap ROI Strategy 52

Lumoa

JANUARY 27, 2023

A customer’s experience (CX) is an essential part of every transaction and can affect brand loyalty and sales. Any interaction with a customer- whether before, during, or after a sale- should be counted as a potential touchpoint for audit purposes. A roadmap can help prioritize which steps should be taken first.

Customer Journeys 208

Customer Journeys Customer Experience Customer Service Touchpoint 208

Avaya

APRIL 15, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Enables new sales or upsell (12%). However, early success metrics among those using AI show that customer ratings actually increased by 45% after they introduce AI, mostly in the form of chatbots. Reduces time agents spend on calls (24%).

Roadmap 47

Roadmap Customer Experience Self Service Chatbots 47

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. General business metrics are important as well, so you can tie your activities back to overall company goals. READ THE GUIDE.

Metrics 65

Metrics Net Promoter Score Management How To 65

BirdEye

MAY 30, 2023

Competitive benchmarking versus competitive analysis Best practices for competitive benchmarking Competitive benchmarking benefits Best competitive benchmarking metrics FAQs about competitive benchmarking What is competitive benchmarking? The data you collect about your competitors become the metrics with which you set goals for your company.

Social Media 98

Social Media Analysis Metrics Advertising 98

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Feedbackly

SEPTEMBER 26, 2023

Consider it a winning roadmap to stay ahead of the curve! Brands will go beyond traditional metrics that pin on advocacy, customer effort, and satisfaction and dive deep into the emotional value offered by their products and services. Here are the attributes and strategies that will shape the future of CX.

Management 98

Management ROI Touchpoint Comparison 98

Gainsight

AUGUST 12, 2022

Today’s SaaS product managers need to be problem solvers at heart—wearing multiple hats, keeping teams on track, and focusing on metrics. Swerve around roadmap detours to stay on track. Bad products come from bad roadmaps, according to Albuquerque. Instead, roadmaps should focus on customer outcomes.

Roadmap 59

Roadmap Sports Metrics Software 59

Gainsight

OCTOBER 17, 2019

And even then it was ad hoc and anecdotal—it took awhile for the CS conversation to be as quantifiable as sales or marketing. Throughout this blog post, I’ll share examples of the Gainsight PX dashboard that we show to our board members. Nothing quantifiable—highlights in releases, roadmaps, tradeoffs. Or did we lose some?

Metrics 45

Metrics Meeting NPS Effort Score 45

Wootric CX Blog

AUGUST 4, 2020

But the technical definition doesn’t cover the magic that’s actually in CLV – as a metric and as a mission for a digital marketplace, an e-commerce site, and SaaS businesses. Because when you go after CLV with intention, making it one of your “North Star” metrics, you’ll find that the cost-to-acquire actually shrinks.

Metrics 52

Metrics Effort Score Net Promoter Score Self Service 52

Kayako

NOVEMBER 11, 2015

We’re all familiar with the basic sales funnel – marketing passes leads on to sales, sales accepts them, converts leads to opportunities and then (hopefully!) The opportunities stage is critical to the success or failure of a deal, but it’s often overlooked by sales teams. The expanded sales funnel. wins the deal.

Sales 72

Sales Trends Roadmap Measurement 72

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. Don't forget to subscribe to this Khoros Customer Blog to stay up to date on the latest from Khoros. Some blog areas are limited to Khoros customers only. Hello Atlas members! Don’t worry.

Multi-Channel 52

Multi-Channel Social Media Roadmap Metrics 52

Pointillist

SEPTEMBER 26, 2018

But the majority are still not able to show how the customer experience metrics they collect directly impact business performance or how they are using them to improve customer experience. Take Direct Action Based on Your Customer Experience Metrics. b) Input for Product Development. Release a beta version and track the NPS for it.

Metrics 65

Metrics Net Promoter Score Customer Experience Effort Score 65

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Metrics help separate process that are working from processes that need more fine-tuning.

Metrics 40

Metrics How To Effort Score Customer Success 40

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. When customer expectations are set and met by your sales and service teams, customers are generally happy. American Express ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

GetFeedback

DECEMBER 10, 2018

We recommend starting with an NPS question so you put your most important metric first. We also use NPS data to inform key aspects of our business, like product roadmap and pricing strategy. NPS isn’t just a customer metric, it’s a company metric. You also want to design questions that will provide actionable feedback.

NPS 210

NPS Net Promoter Score Survey Analytics 210

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

Kayako

MARCH 9, 2017

“Product testing helps me to understand the process of the Engineering team in deciding the roadmap. Helping to roadmap the releases means Support can identify and handle minor bugs, and also to communicate the correct issues to customers or engineers.”. I took on a six-month support chat metrics project.

Self Service 178

Self Service Customer Service Roadmap Customers 178

SmartKarrot

OCTOBER 27, 2020

To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. Benefits of customer success roadmap. A roadmap helps you deliver the promises you have made to them in the initial stages. Few direct benefits of having a roadmap are: Customer retention. Customer acquisition.

Roadmap 10

Roadmap Customer Success Customer Journeys Chief Customer Officer 10

GetFeedback

MAY 4, 2018

Rather than working off assumptions, talk to your support agents, your sales reps, and anyone else who has first-hand experience with customers. Get their take before you develop new features and plan the product roadmap. The post How to User-Proof Your Product Strategy appeared first on Blog - GetFeedback. Host focus groups.

Strategy 170

Strategy How To Net Promoter Score Customer Centricity 170

CustomerSuccessBox

JUNE 8, 2021

Effectively communicate customer learnings to the sales and product team to help direct the roadmap of the company. Own Key Metrics. Maintain performance metrics and leading indicators to make data-based decisions and recommendations. What is the synergy between Customer Success and Sales and Product teams?

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

GetFeedback

OCTOBER 4, 2019

Product: Survey data also helps your product team create improved product roadmaps since feature requests are now based on customer expectations rather than educated guesses. Sales: Customer feedback can also shed light on your customer segments equipping your salespeople with a deeper understanding of what each value most.

Survey 150

Survey Data Competitive Advantage Touchpoint 150

Integrity Solutions

APRIL 28, 2021

A 5-step roadmap to get you started. Many organizations use customer satisfaction or Net Promoter Score (NPS) as the primary metric to determine how well the organization is creating value for customers. Creating a Customer Retention Strategy: A Leadership Roadmap. But how do you know if your customers really are loyal?

Customer Retention 87

Customer Retention Strategy Net Promoter Score Employee Engagement 87

Avaya

APRIL 10, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Companies that use any form of AI have seen incredible success metrics, including the following: 95% increase in new customers. 39% growth in digital sales. Gareiss leads Nemertes Digital Transformation research. 25% reduction in agent turnover.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

GetFeedback

FEBRUARY 15, 2019

Putting a metric to customer happiness helps you focus your efforts on moving the needle. Prospects are interacting with your website, trial, onboarding materials, and inside sales team. They’ve most recently interacted with your sales team, moved through your purchase process, and implemented your product or service.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

CustomerSuccessBox

AUGUST 27, 2021

Having a clear picture of a customer journey roadmap will help you define your execution process for your SaaS startup. Check out this blog to get a detailed overview of what a customer journey looks like- What are customer journeys in SaaS? Additional Read : Knowledge transfer from sales to Customer Success.

Customer Success 52

Customer Success Effort Score How To NPS 52

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

AWS Machine Learning

SEPTEMBER 28, 2023

As an example, time-series forecasting allows retailers to predict future sales demand and plan for inventory levels, logistics, and marketing campaigns. Evaluate the Autopilot job: Explore the model accuracy metrics and backtest results. At a high level, the API interactions break down into the following steps: Prepare the dataset.

Travel 86

Travel Training Report Retail 86

Totango

APRIL 6, 2021

As part of our tracking in Totango, we track all enhancement request conversations that we have with customers so that we can pull that in reporting and then use it to help make our decisions for product roadmaps in the future. 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

GetFeedback

JULY 29, 2019

Instead, use existing processes such as product standups, defect tracking, roadmap planning, or market assessment meetings to notify stakeholders about relevant feedback. These types of presentations also highlight the value of surveying customers and can help correlate with metrics such as a change in customer retention and satisfaction.

Survey 150

Survey Feedback How To Net Promoter Score 150

Totango

JANUARY 7, 2020

Every customer’s business goals are unique, but following the customer onboarding workflow strategies outlined below will help you ensure they are experiencing value: Complete a Comprehensive Sales Handover. You should continue to track customer usage metrics after a customer leaves onboarding and enters the adoption phase.

How To 72

How To Roadmap Meeting Customers 72

AWS Machine Learning

SEPTEMBER 28, 2023

Classical approaches to sales and operations planning cycles Historically, forecasting has been achieved with statistical methods that result in point forecasts, which provide a most-likely value for the future. Expected sales value for the item. All-in cost of goods to purchase or manufacture the item. Management Sci.

Retail 88

Retail Data Financial Resources 88

ClientSuccess

NOVEMBER 22, 2021

To optimize and enhance your strategy, it’s a good idea to send out surveys at different points throughout the customer relationship – post-sales, post-onboarding, renewal pulse, etc. Customers and their responses can feed the product roadmap, serve as advocates, and support additional customer marketing efforts.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

CSM Magazine

JANUARY 25, 2022

Reassess success criteria – too many customer service organisations are so focused on metrics – such as the number of conversations per hour or average handling times that customers end up being treated as a statistic rather than a real person. Involving everyone in the process (contact centre staff, marketing, sales and operations).

Average Handle Time 52

Average Handle Time Roadmap Interaction Technology 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. The freemium sales model has become widespread in the SaaS industry. A free version of your product gives your sales team an opportunity to extend an upsell offer. Why is it so common?

Customer Journeys 75

Customer Journeys Sales Loyalty User Experience 75

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. Offer self-service options for customers to find answers on their own like blogs, FAQs, video tutorials, etc. Monitor customer service metrics and continuously improve your service.

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83