Gainsight

SEPTEMBER 1, 2022

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

APRIL 26, 2022

It’s important for brands to create diverse and inclusive customer experiences (CX) and employee experiences (EX)—not ‘just’ because being more inclusive is the right thing to do, but also because organizations have a lot to gain from accommodating greater diversity in every experience they create. Being passive is not an option.

Customer Experience 493

Customer Experience Social Media Employee Experience Roadmap 493

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

SurveySparrow

SEPTEMBER 4, 2020

We had recently hosted an Ask Me Anything event about creating product roadmaps which made us delve deeper into its importance. We found that you can utilize your roadmap to up your product strategy game, improve decision-making, and steer your business on the path to success! What is a product roadmap?

Roadmap 96

Roadmap Effort Score How To Metrics 96

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. Invest in Your Customer Success Team.

Strategy 95

Strategy Net Promoter Score How To Roadmap 95

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

Kayako

DECEMBER 10, 2015

Your customers are getting annoyed, because features they’ve been asking for aren’t there yet. You need a roadmap to organize your product development and get everyone on the same page. Done correctly, your roadmap can answer hundreds of questions from teams across your business – and from your customers too.

Roadmap 120

Roadmap How To Exercises Communication 120

Gainsight

DECEMBER 19, 2023

A carefully crafted customer journey is not static. They shift and change with your products, your markets and even your go-to-market strategy. Creating Common Points Along Your Customer Journey Maps At the core of Comeet’s customer growth strategy is a unique approach to how they map out their customer journey.

Customer Journeys 97

Customer Journeys Roadmap Comparison Exercises 97

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

SurveySensum

JANUARY 12, 2024

Companies that effectively execute customer experience projects start by concentrating on how they gather and evaluate consumer feedback — Gartner. The emphasis is now on creating personalized experiences that resonate on a personal level, recognizing each customer’s individuality.

Feedback 52

Feedback Engagement Strategy Customer Journeys 52

Integrity Solutions

APRIL 28, 2021

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? A 5-step roadmap to get you started. One of the key tenets of a customer retention strategy is that it relentlessly focuses on value creation.

Customer Retention 90

Customer Retention Strategy Net Promoter Score Employee Engagement 90

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

One Millimeter Mindset

SEPTEMBER 9, 2019

When you think about your professional advancement roadmap, storytelling probably is the last component on the list. And, the professional development roadmap we pursue is full of detours and potholes along the way. However, rediscovering and owning your stories are critical components of your professional advancement roadmap.

Roadmap 66

Roadmap Sports Employee Experience Strategy 66

Amity

APRIL 16, 2018

Deciding how much of your product roadmap - if any - to show your customers can be an area of uncertainty. Your product roadmap is your company’s high-level and strategic goals documented, along with an execution strategy that communicates how you plan on getting there. Be Transparent.

Roadmap 69

Roadmap Feedback Customers Course 69

SurveySensum

FEBRUARY 16, 2024

Did you know that 93% of communication effectiveness is determined by non-verbal cues? Even in text-based communication like chats, non-verbal cues such as emojis and memes play a significant role. The inability to rely on visual cues when communicating can make it challenging to express genuine concern and understanding.

Strategy 52

Strategy How To Communication Interaction 52

SurveySensum

FEBRUARY 16, 2024

Did you know that 93% of communication effectiveness is determined by non-verbal cues? Even in text-based communication like chats, non-verbal cues such as emojis and memes play a significant role. The inability to rely on visual cues when communicating can make it challenging to express genuine concern and understanding.

Strategy 52

Strategy How To Communication Interaction 52

Quadient

MAY 20, 2022

Is it time to Evolve Your Communications to the Cloud? During the last 2 years, we’ve all been challenged with adapting strategy, messaging, and budgets to changing economic conditions while still trying to be empathetic. Quadient’s vision for the future of communications is about simplicity. j.shah-thiel.

Communication 52

Communication Guidelines Roadmap Healthcare 52

VDS

SEPTEMBER 28, 2023

Transitioning your contact center to Genesys Cloud can be a daunting task, but with the right strategies, it can be a seamless process. Genesys Cloud is a powerful platform that can help you improve customer experience, increase efficiency, and reduce costs. You can rest assured that your customer data is safe and secure.

Contact Center 52

Contact Center Strategy Roadmap System 52

Experience Investigators by 360Connext

JUNE 22, 2021

Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. Even customer journey maps can neglect key phases of the customer experience.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. What is Customer Experience Maturity? Employee engagement: Employees are empowered to deliver a positive customer experience.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

SurveySensum

FEBRUARY 27, 2024

Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty. Improved Customer Satisfaction: According to a Gallup study, companies with satisfied and engaged employees have 20% more sales.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

SurveySensum

JANUARY 24, 2024

Along with success, Alice also saw a plethora of feature requests from her customers, including her high CLV customers. So, what strategies did Alice adopt to streamline this process? Here are the 7 strategies you can employ to streamline your feature requests process. Let’s scroll down and discover!

Roadmap 52

Roadmap Feedback Customers Survey 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

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

SurveySparrow

OCTOBER 25, 2023

Brand Name A brand name is like the first handshake with your customers. Marketing is like a bridge between your brand and your customers. In essence, marketing is all about communication and building relationships. It is about understanding your customers inside and out! Read More: How to Create the Perfect Brand Name?

Brands 52

Brands Strategy Marketing Social Media 52

Totango

AUGUST 29, 2019

Your customers are your enterprise’s life’s blood. When you get a new customer, work to retain them and grow customer lifetime value. While the sales team will always be looking for new customers, retaining a current customer is far cheaper than finding a new customer to replace them. Why Retention Matters.

Customer Retention 87

Customer Retention Strategy Customer Journeys Customer Centricity 87

Gainsight

FEBRUARY 29, 2024

When it comes to building long-term scalability and efficiency for their businesses, more and more SaaS companies are turning to channel and ecosystem partners as a critical strategy within their go-to-market programs. The average customer maintains seven trusted partnerships according to McBain.

Customer Success 52

Customer Success Effort Score Roadmap Software 52

SurveySensum

DECEMBER 21, 2023

But, how to avoid bad reviews and leverage social media as a robust customer feedback tool to create a great online presence for your brand? Understanding Negative Reviews Did you know that 13% of dissatisfied customers will tell around 15 people about their negative experiences? Here are some effective strategies to achieve that: 1.

Social Media 52

Social Media Strategy How To Loyalty Programs 52

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

MARCH 7, 2022

Over the past few years, we’ve been keeping our eye on an incredibly positive trend in the most successful companies: closer, more collaborative relationships between Customer Success and Product teams. . Level 0: No relationship; all communication goes via Zendesk/Jira. Communication and accountability—between both teams—is key.

Customer Success 103

Customer Success Roadmap Chief Customer Officer Feedback 103

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. Action is always necessary, as is communication, and prioritisation.

B2B 98

B2B Customer Experience Roadmap Culture 98

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 91

Report Trends Customer Success Self Service 91

West Monroe

JANUARY 29, 2024

Communications and network connectivity have been rapidly evolving over the last several years to keep pace with growing use cases and requirements. A meticulous and rigorous approach to analysis is required to analyze strategies for mitigating these risks and determining if PVNO is the right solution.

Connections 52

Connections Roadmap Wireless Financial 52

CSM Practice

MARCH 8, 2021

How do you build a mature customer success organization? What are the steps to achieve world-class Customer Success with End-to-End Strategy Design? How can you define the current situation of the company, uncover core challenges and opportunities, develop and execute customer success strategies best fit for your organization?

Customer Success 52

Customer Success Strategy Customer Journeys How To 52

ClientSuccess

MARCH 8, 2023

This will make the customer feel valued and show that you take their concerns seriously. Get straight to the point and tell the customer what you do to address their issue. Don’t use too much jargon or technical language the customer may not understand. Show gratitude Finally, it’s important to show gratitude.

Customer Success 79

Customer Success Tips eBook Roadmap 79

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

West Monroe

APRIL 9, 2023

Without a clear post-acquisition platform consolidation and product strategy, tech companies may fail to realize the projected synergies those deals were meant to achieve. Those notions may not adequately address the needs of their recently expanded customer base. Instead, acquirers should pivot to a customer-centric view of migration.

Strategy 52

Strategy Company Leadership Customer Centricity 52