SurveySparrow

AUGUST 30, 2023

The best books include case studies that spotlight successful customer experience implementations. Natalie Petouhoff Empathy in Action isn’t your typical book; it’s a roadmap to mastering the magic of empathy in the realm of customer experiences. These books offer actionable steps to elevate your CX game.

Customer Experience 52

Customer Experience Roadmap Case Study Loyalty 52

Magellan Solutions

AUGUST 31, 2022

CASE STUDY. CASE STUDY. CASE STUDY. CASE STUDY . CASE STUDY. Accenture’s outsourcing agreement with Hertz is a clear example of the need for improved communication and project management in outsourcing. . CASE STUDY . 1) IBM & THE TEXAS STATE.

Examples 75

Examples Case Study How To Banking 75

Gainsight

FEBRUARY 21, 2020

Before your next roadmap planning meeting, make sure you’re not making any of the following product experience mistakes and make fixing them a priority. Throughout the day you get bombarded with communications from all over the place—email, Slack, on your phone, etc. They build a product that people want to use. REGISTER NOW.

Case Study 89

Case Study Roadmap Study Feedback 89

Seaton CX

JANUARY 4, 2024

Developers must deliver on the product roadmap for the company to stay competitive. Phrases like “too much back and forth” or “lack of communication” begin to characterize your company’s service reputation, eroding trust and confidence. It’s easy to rationalize cutting deep in support.

B2B 52

B2B Case Study Airlines Roadmap 52

Aveus

MAY 18, 2021

Its report cites case studies from the banking and pharmaceuticals industries to show how data-and analytics-driven approaches to improving the customer experience have generated tens of millions of dollars in additional revenue.

Consumers 130

Consumers Healthcare Metrics Case Study 130

VDS

SEPTEMBER 28, 2023

Communication: Good communication is key to a successful migration. Your partner should be clear and transparent in their communications, keeping you informed every step of the way. Planning the Migration Roadmap The final step in preparing for migration is to plan the migration roadmap.

Contact Center 52

Contact Center Strategy Roadmap System 52

Gainsight

JANUARY 17, 2020

Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole. 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.

Feedback 117

Feedback Roadmap ROI Case Study 117

Centercode

DECEMBER 22, 2020

This year has forced us to grow and change many, many aspects of our lives, from how we work (#remote), to how we communicate with our team (“Can you guys see my screen?”), How Arris Saved $1M by Fixing Bugs Before Release (Case Study). ”), to how to dress (hello sweatpants, my old friend). Engaging Testers.

eBook 75

eBook Case Study ROI Roadmap 75

Gainsight

SEPTEMBER 21, 2022

In this way, DCS is a CSM’s best friend , because it allows them to focus on the moments where their personal involvement matters most, leaving the most tedious tasks to digital, one-to-many communications. They can even influence your product roadmap, as customers find unexpected ways to use your product to solve their problems. .

Customer Success 52

Customer Success How To Self Service Case Study 52

ChurnZero

FEBRUARY 26, 2021

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 Connecting people to understand the use cases person to person has been beneficial.”.

Customer Success 59

Customer Success Company Management Roadmap 59

Amity

NOVEMBER 6, 2017

Tease Them With Your Product Roadmap. If your customers care about your product, they’ll be curious about new features, and they’ll want to be in the know about long-term product roadmaps. If your customers drag their feet and don’t reply to your emails, reevaluate the way you’re communicating with them.

How To 81

How To Roadmap Case Study Tips 81

SmartKarrot

SEPTEMBER 2, 2022

Deliver, measure, and communicate value realization for the customers, throughout the customer lifecycle. Effectively communicate thoughts and ideas with peers and leaders with an ability to pivot strategy as needed. Build customer advocates through reviews, case studies and references.

Customer Success 19

Customer Success Case Study Roadmap Groups 19

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. Make sure they’re onboard with this roadmap. A: Again, the answer here is the roadmap.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

Solvvy

JULY 10, 2018

They stifle collaboration and inhibit communication. By communicating with the customer support team, sales teams can learn how to improve their approach: How to better position the product/service to align with customer expectations To understand points of friction after the purchase. Listening to the Voice of Customers.

Sports 48

Sports Case Study Roadmap Voice of Customer 48

CustomerSuccessBox

SEPTEMBER 4, 2019

If anything needs my immediate attention or a push I get in touch with the business user on call/email or in-person depending on the criticality of the matter, preferred channel of communication and the availability of SPOC. The Marketing team for facilitating case studies, success stories, best practice docks, etc.

How To 78

How To Roadmap Customer Success Training 78

PeopleMetrics

FEBRUARY 26, 2018

Having NPS feedback influence your roadmap and communicating with your clients how you inject end-user feedback into your product investment themes will be met with great enthusiasm. At PeopleMetrics, our product team tries to add a feature or two to each quarterly roadmap derived directly from end-user NPS feedback.

NPS 96

NPS Net Promoter Score Company Feedback 96

Kayako

JANUARY 28, 2016

Communication tools. Track, plan and roadmap new product releases. Communicate with the engineering team. Slack is a chat application which allows you to communicate with your team members. How support teams can use it: Lets you bring together internal communication and collaboration into one place. Email tools.

Tools 120

Tools Self Service Communication Training 120

SurveySparrow

SEPTEMBER 25, 2023

To grasp the concept of the customer experience lifecycle, imagine it as a roadmap. Customer reviews, case studies, and transparent pricing can be valuable tools in this phase. Customer support, loyalty programs, and personalized communication play crucial roles here. So, let’s dive right in. Now what does a map do?

Customer Experience 52

Customer Experience Social Media e-support Omni-Channel 52

SmartKarrot

NOVEMBER 30, 2023

Pragya stressed the importance of maintaining communication with stakeholders, ensuring that both the decision-makers and end-users understand the product’s purpose and value. Pragya highlighted the importance of creating a prioritization framework to ensure that revenue-generating activities align with the company’s roadmap.

Management 10

Management Case Study How To Roadmap 10

SmartKarrot

MARCH 30, 2022

Help drive Product Management roadmap through the voice of the Customer. Help communicate customers’ needs to the Product team and help shape the product roadmap. Partner with clients to create and deliver Case Studies that can be taken to market. Monitor customers’ KPIs to drive the usage of the products.

Customer Success 19

Customer Success Roadmap Case Study Customers 19

SmartKarrot

FEBRUARY 17, 2022

Think strategically to satisfy client needs, from planning communication campaigns to renewal, and ensure the products become a celebrated piece of their benefits offering. Collaborate across internal and external teams to execute communication plans, implement new products and improve clinical outcomes.

Customer Success 19

Customer Success Case Study Hotels Roadmap 19

SmartKarrot

JUNE 30, 2022

testimonials, case studies). Serve as the customer’s advocate within meQuilibrium; communicating the customer’s needs with respect to operations, data & analytics, technology, marketing and communications; and coordinating execution within meQuilibrium.

Customer Success 19

Customer Success Case Study Roadmap Metrics 19

SmartKarrot

NOVEMBER 28, 2022

Effectively communicate across the customer organizations both 1-1 and in group meetings with Product, Tech, and Marketing and establish a clear understanding of the benefits the platform brings each department. Communicate and brainstorm with the product team on customer feedback and help refine the product roadmap.

Customer Success 19

Customer Success Case Study Roadmap Policies 19

SmartKarrot

APRIL 14, 2022

Communicate and drive the technology vision for the customer experience and instill confidence in customer-facing processes, for both customers and internal teams. Continually communicate platform improvements to the Chief Technology Officer to enhance the customer experience and adoption of the platforms across the customer base.

Customer Success 19

Customer Success Case Study Roadmap Customers 19

SmartKarrot

OCTOBER 27, 2022

Work with Revenue Operations to build reports, dashboards, and scorecards to communicate the customer health, retention probability, and effectiveness of high-touch customer success programs. Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.

Customer Success 19

Customer Success Case Study Roadmap ROI 19

SmartKarrot

OCTOBER 17, 2022

Support the marketing programs that develop customer-specific case studies and references. Be a trusted partner for the customer on the use-case and product functionality. Communicate clearly the progress of quarterly initiatives to internal and external stakeholders. Collaborate closely with global team members.

Customer Success 19

Customer Success Retail Case Study Roadmap 19

SmartKarrot

NOVEMBER 19, 2021

Communicate customer stories, wins, outcomes, and challenges to internal executive stakeholders and cross-functional partners. Write & publish customer feedback internally to support product roadmap. Manage day-to-day communication, answer questions, and solve issues. testimonials, case studies).

Customer Success 19

Customer Success Case Study Roadmap NPS 19

SmartKarrot

NOVEMBER 7, 2022

Collaborate with the Product team to groom and enhance our product roadmap. Identify case-study opportunities. Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement. Leverage data to enable processes of adoption and usage.

Customer Success 19

Customer Success Case Study Roadmap Leadership 19

CustomerSuccessBox

DECEMBER 4, 2018

The success plan needs to be a dynamic document which evolves with the customer’s goals and those goals will evolve as the customer’s objectives change and as your own product roadmap progresses. Step 6: Consistent communication. No matter how good the customer engagement is, consistent communication with the customer is critical.

Customer Retention 40

Customer Retention Effort Score Case Study Customer Success 40

SmartKarrot

MARCH 3, 2022

Work collaboratively across departments to implement new processes/workflows and improve communication to drive better customer outcomes. Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services. Deliver QBRs that are focused on showing impact.

Customer Success 19

Customer Success Case Study Customer Satisfaction Employee Engagement 19

delighted

APRIL 7, 2020

The short answer is that it is okay to continue asking for feedback – keep communication lines open. When collecting feedback, revise your customer and employee communications to make it clear that you’re asking out of a place of care. Feedback supplements metrics, and communicates sentiment throughout your organization.

Customer Retention 52

Customer Retention Customer Experience How To Guidelines 52

Amity

AUGUST 26, 2016

Sales team members need to be held accountable for ensuring that the expectations they set during the sales process are able to be delivered on by the service team, especially in terms of timelines and product roadmap initiatives. Do you communicate any needed downtime well in advance? Do you have very high levels of uptime?

Case Study 48

Case Study Roadmap Sales Customers 48

SmartKarrot

JANUARY 15, 2021

Let’s use a case study to explore both the benefits of smooth coordination and how to identify areas requiring collaboration. Success drafts narratives and use cases for high-value features requested by customers. The case study above is just one example of coordination and the need for collaboration.

Customer Success 19

Customer Success Case Study Hospitality Roadmap 19

SmartKarrot

APRIL 20, 2022

Build open communication channels with key client stakeholders. Maintain an agreed cadence of communicating with Clients about their adoption trends, sentiment, and opportunities for deeper engagement. testimonials, case studies). Represent the voice of the Client to inform the sales process and product roadmap.

Customer Success 19

Customer Success Case Study Roadmap Trends 19

ClientSuccess

APRIL 20, 2017

Product wants to speak with a customer about a feature, Marketing wants to do a case study, and so on. All of these different communications coming from various points of the organization ultimately confuses—and sometimes even angers—the end customers.”.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

Gainsight

JUNE 11, 2021

Measure by aggregating inputs and actual results, compare actual vs. expected, gather proof points with case studies content and customer sentiment. Leverage by identifying roadmap initiatives, progress against them, identify whitespace opportunities and feed content to other business systems to enrich the customer.

Chief Customer Officer 91

Chief Customer Officer Customer Success Handbook Knowledge Base 91

SmartKarrot

FEBRUARY 21, 2022

Partner with clients to create and deliver Case Studies that can be taken to market. Advocate internally for customer needs – be the technical and business voice of the customer within Coralogix and influence product development roadmap. Deliver QBRs that are focused on impact. Stay up to date with Customer industry trends.

Customer Success 19

Customer Success Case Study Roadmap Exercises 19