Thematic

APRIL 17, 2024

Companies earning $1 billion annually often see an additional $700 million in revenue within just 3 years of prioritizing customer experience. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts. Indirect feedback reveals the hidden story.  This

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

delighted

DECEMBER 10, 2019

Although investing heavily in customer experience can be quantified with traditional return on investment (ROI) measurements, measuring the true impact of CX resource allocation requires a new paradigm: return on experience (ROX). But what exactly is the return? Expected Customer Experience (CX) impact on loyalty.

ROI 40

ROI Measurement Customer Experience Effort Score 40

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

delighted

DECEMBER 7, 2021

As success stories of tech companies and their industry-disrupting solutions flood our newsfeeds, the concept of “product-led growth” can be seen everywhere. In this post, we’ll define what product-led growth is, investigate its evolution, and illustrate its benefits with real-life case studies. What is product-led growth?

Case Study 77

Case Study B2B Self Service Software 77

CustomerSuccessBox

OCTOBER 31, 2021

In some cases, if you are not aware of the right stakeholders- it will help you get connected and understand the perceived value of the product/service you are providing. How is the company doing overall?, It also allows you to share the roadmap for your company and see where projects may overlap. What comes next?

How To 52

How To Roadmap Meeting Case Study 52

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

Lithium

DECEMBER 28, 2020

Representatives from Khoros Marketing, Care, Communities, and Strategic Services outlined everything users can now leverage — along with what they can look forward to, in an extensive product roadmap session. Expanded paid planning measurement. To see the full story, watch our case study.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

Eptica

FEBRUARY 27, 2019

The Power of Trust: How Top Companies Build, Manage and Protect It By Natalie Doyle Oldfield While brands understand the importance of trust , many struggle to quantify it. And that means it is seen as intangible, difficult to measure and therefore hard to manage.

Customer Journeys 93

Customer Journeys Loyalty Case Study Social Media 93

Lithium

JUNE 11, 2019

Measurement through Metrics and Lithium Social Intelligence (LSI). Building on the foundation laid with Community Manager Certification Level I, this new course includes more data points, deeper case study examples, new reusable assets, and more opportunities to collaborate with fellow attendees. Managing company participation.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Measurement through Metrics and Lithium Social Intelligence (LSI). Building on the foundation laid with Community Manager Certification Level I, this new course includes more data points, deeper case study examples, new reusable assets, and more opportunities to collaborate with fellow attendees. Managing company participation.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Measurement through Metrics and Lithium Social Intelligence (LSI). Building on the foundation laid with Community Manager Certification Level I, this new course includes more data points, deeper case study examples, new reusable assets, and more opportunities to collaborate with fellow attendees. Managing company participation.

Social Media 40

Social Media Case Study ROI Course 40

SurveySparrow

JUNE 15, 2021

An NPS survey is one of the best ways to measure your customers’ loyalty and satisfaction. It asks you to give an NPS score — a score of 0-10 that measures the willingness of customers to recommend a product or service to their friends or colleagues. Are you curious about what NPS survey questions you can ask your customers?

NPS 52

NPS Survey Measurement Case Study 52

BirdEye

NOVEMBER 28, 2023

The company was struggling with a manual, labor-intensive process of managing its online reputation until it found a solution that marked a significant turnaround. For companies in certain key industries, dedicating resources to manage their reputation has become necessary for survival. The result?

Industry 57

Industry Management Healthcare Hospitality 57

Gainsight

JUNE 11, 2021

Get started by analyzing, planning, creating, measuring, and optimizing what your idea of success looks like. Major Takeaways: We’re seeing five PM trends: salaries and hiring are rising, career paths are widening, companies are becoming product-led, tools are becoming no code, and lifelong learning is a must.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

Lithium

SEPTEMBER 13, 2019

Representatives from Khoros Marketing, Care, Communities, and Strategic Services outlined everything users can now leverage — along with what they can look forward to, in an extensive product roadmap session. Expanded paid planning measurement. To see the full story, watch our case study.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Representatives from Khoros Marketing, Care, Communities, and Strategic Services outlined everything users can now leverage — along with what they can look forward to, in an extensive product roadmap session. Expanded paid planning measurement. To see the full story, watch our case study.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

CustomerSuccessBox

DECEMBER 4, 2018

According to studies , the LTV value should be at least 3 times the CAC in order for your company to grow and be sustainable. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. If you can’t measure it, you cannot improve it. Step 6: Consistent communication.

Customer Retention 40

Customer Retention Effort Score Case Study Customer Success 40

SmartKarrot

NOVEMBER 30, 2023

Pragya emphasized the need to learn from both satisfied and unsatisfied clients, using case studies to analyze past experiences and create customized plans for different customer segments. Prioritize Risks Balancing customer advocacy and the company’s ultimate goals is crucial for a strong risk mitigation playbook.

Management 10

Management Case Study How To Roadmap 10

NetBase

MAY 8, 2019

But that’s not all this prolific business leader offers – his entire outlook on life is a roadmap for businesses to follow – and you can bet that top enterprises are. Wayfair and companies like it have been willing to operate at a loss in order to undercut brick-and-mortar furniture stores. Why Shareholders Love Him.

Consumers 49

Consumers Case Study Analytics Retail 49

CX Journey

AUGUST 11, 2016

By any measure, it’s a remarkably successful business. For over 14 years, he has been a keen advocate for applying the principles of lean not just to IT but to all areas of the company and, particularly, to product development. and realcommercial.com.au. I know all three are crucial to REA Group’s Customer Experience Centre’s success.

Groups 0

Groups System Case Study Roadmap 0

delighted

APRIL 7, 2020

We’ll also speak to the importance of monitoring sentiment as you transition your company into uncharted territory. What to consider when adjusting your program: Reevaluate your normal relational survey questions and cadence, and shift away from measuring overall business sentiment to what your loyalty drivers are right now.

Customer Retention 52

Customer Retention Customer Experience How To Guidelines 52

SmartKarrot

JUNE 30, 2022

testimonials, case studies). Represent the voice of the customer to inform the sales process and product roadmap. Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements. Collaborate closely with Sales to support expansion opportunities.

Customer Success 19

Customer Success Case Study Roadmap Metrics 19

ClientSuccess

APRIL 20, 2017

His career has been mostly about growing and driving adoption and measuring ROI of his customers. Paul was the very first CSM hired at Marketo , a B2B SaaS company now well-known across the globe and managed a team at Lyris (now owned by Aurea ), and the team grew to 25 before he left. The First CSM at Marketo.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

SmartKarrot

MARCH 3, 2022

Oversee customer experience design ensuring that they deliver on the promise to improve well-being, demonstrate care, drive real employee engagement, and help build great companies. Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services.

Customer Success 19

Customer Success Case Study Customer Satisfaction Employee Engagement 19

delighted

APRIL 7, 2020

We’ll also speak to the importance of monitoring sentiment as you transition your company into uncharted territory. What to consider when adjusting your program: Reevaluate your normal relational survey questions and cadence, and shift away from measuring overall business sentiment to what your loyalty drivers are right now.

Customer Retention 42

Customer Retention Customer Experience How To Guidelines 42

Qualtrics

FEBRUARY 6, 2019

Design a data-driven product roadmap. Gather and measure feedback at every stage of development. Sponsor companies will also be there recruiting new product managers. Who should go: UX team leaders and mid- and senior-level UX practitioners for large companies. Front UX & Product Management Case Study Conference.

Conference 33

Conference Management Innovation Roadmap 33

SurveySparrow

MARCH 26, 2021

In other words, it is the way in which a company brings a product to the market. 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.

Strategy 52

Strategy Marketing Advertising Airlines 52

NetBase

OCTOBER 29, 2018

The NetBase Roadmap – Skating to Where the Puck Is. Not everyone in your company can be a social analyst – but NetBase Pro will make them feel like one. Determining the Impact of Brand Messaging on the Social Media Community: A Case Study of Vodafone’s #Sleeplikeahero Campaign. And secrets revealed on Day 1….

Brands 60

Brands Social Media Analytics Conference 60

Kayako

JANUARY 28, 2016

Support teams are the link between customers and the rest of the company, so it’s vital that they have the tools to collaborate with colleagues from the support team and other departments. Track, plan and roadmap new product releases. How support teams can use it: Measure if your FAQs content is helping your customers.

Tools 120

Tools Self Service Communication Training 120

SurveyGizmo

JULY 13, 2018

If you work in a company with $10M+ in annual sales/revenue, you probably have a market research department (often also called “customer insights” or “shopper insights”). ” These are examples of the very precise, measurable goals for which a brand manager may have responsibility. Yeah, right.

Brands 51

Brands Marketing How To e-support 51

SurveySparrow

SEPTEMBER 6, 2019

It is the measurement of the value a customer brings to your company after the first purchase till the end. Instead of concentrating on individual users, companies can understand the estimate of a certain kind of customer and guess their Customer Lifetime Value. Measure revenue created at each touchpoint.

Social Media 51

Social Media Effort Score Metrics Customers 51

SmartKarrot

NOVEMBER 26, 2020

Role: Vice President of Customer Success Location: Brooklyn, New York, US Organization: Outlier.org As a Vice President of Customer Success, you will serve as a key member of the leadership team with significant input to company-wide objectives. Understand and advocate for a client’s roadmap needs with product management.

Customer Success 10

Customer Success Roadmap Case Study Leadership 10

ECXO

DECEMBER 26, 2023

Highly practical and accessible, it includes case studies and examples from AT&T, Apple, Spotify and The Wall Street Journal showing how these approaches have been used in practice. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon. Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

SmartKarrot

JUNE 15, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Parsable As a Vice President of Customer Success, you will drive Customer Success strategy and roadmap to ensure measurable success, retention, and expansion across various industry segments. Hit quarterly revenue and strategic goals.

Customer Success 10

Customer Success Case Study Financial Roadmap 10

SmartKarrot

JANUARY 28, 2021

Create a company-wide customer feedback loop to inspire customer success across the entire company to drive revenue ambitions. Partner with Product, Sales, and Engineering, contributing to the product roadmap as the voice of the customer. Lead client success relationships with leading global companies.

Customer Success 10

Customer Success Case Study Roadmap Customers 10

SmartKarrot

MARCH 19, 2021

Develops key performance initiatives, (KPIs) goals and reports to assess and measure the team and department’s performance and overall success. Build out a customer service technology roadmap, in partnership with the data analytics team, to help make CS team more efficient and provide better/faster service for the customers.

Customer Success 10

Customer Success Advertising Case Study Roadmap 10

SmartKarrot

DECEMBER 4, 2020

Identify and institute new functional roles, process improvement, technology requirements, and key performance indicators in advance of company and departmental maturity. Measure progress/success of each team member via tracking of client retention, references & customer satisfaction. Apply here: [link].

Customer Success 10

Customer Success Case Study Roadmap ROI 10