Gainsight

DECEMBER 19, 2023

Comeet’s approach to scale is centered on fostering streamlined internal communication. By keeping all teams – from sales to support and CSMs – aligned and informed from a platform which can flexibly deliver their unique information needs, Comeet is able to ensure a seamless transition for the customer at each stage of their journey.

Customer Journeys 97

Customer Journeys Roadmap Comparison Exercises 97

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! For product managers, this might be your NPS (Net Promoter Score) or CSAT (Customer Satisfaction Score).

Analytics 71

Analytics Software Feedback Management 71

Second to None

FEBRUARY 12, 2021

A roadmap enables your brand to immediately take action and define priorities and new initiatives to drive performance and sales. #2. Real-time data supports managers and frontline colleagues so they can take immediate action when needed. #3 Create a clear road map. 3 Create a culture of CX performance transparency.

Communication 62

Communication Customer Experience Report Roadmap 62

CSM Magazine

JULY 11, 2023

Being a product manager is an exciting and challenging role that requires a unique blend of technical expertise, strategic thinking, and excellent communication skills. Product managers play a vital role in driving the success of a product, from conceptualization to launch and beyond.

Management 40

Management Roadmap Trends Communication 40

SurveySensum

JANUARY 24, 2024

One of our long-time SaaS clients, Alice, launched her business a few years ago, and her project management tool skyrocketed as it solved a few drawbacks of existing tools in the market. How to Manage Multiple Feature Requests? How to Manage Multiple Feature Requests? How to Manage Multiple Feature Requests?

Roadmap 52

Roadmap Feedback Customers Survey 52

Gainsight

SEPTEMBER 20, 2019

Our product management team creates a list of all the product improvements, potential new features, and critical bug fixes that need to be made. The list is compiled from customer feedback received from sales, success, and support teams, as well as opportunities and improvements identified from our internal research and analyses.

Roadmap 58

Roadmap Exercises Sales Marketing 58

Gainsight

MARCH 7, 2022

Level 0: No relationship; all communication goes via Zendesk/Jira. While sales teams may be out front when bringing in new customers, it’s the all-important partnership of CS and Product teams that helps retain them by making sure customers understand how to get the most out of your products.

Customer Success 103

Customer Success Roadmap Chief Customer Officer Feedback 103

Avaya

APRIL 15, 2019

She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. Enables new sales or upsell (12%). The post Roadmap to Achieve AI Benefits for Customer Experience appeared first on Avaya Connected Blog.

Roadmap 47

Roadmap Customer Experience Self Service Chatbots 47

Totango

NOVEMBER 27, 2023

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. Offer self-service functionalities through community and knowledge centers. Refining post-sale strategies to better understand and meet the needs of customers.

Report 91

Report Trends Customer Success Self Service 91

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

Gainsight

FEBRUARY 29, 2024

The significance of this contribution underscores the increasing importance of emphasizing the role those trusted partners play in the post-sales customer experience. Ensuring clear and effective communication pathways between partners, vendors, and customers is paramount.

Customer Success 52

Customer Success Effort Score Roadmap Software 52

Oracle

JANUARY 15, 2021

Travis Pelleymounter , Vice President of Tickets Sales & Service and Christina Kori , Digital Marketing Manager for the Tampa Bay Lightning, joined me for an Oracle Customer Spotlight Series webinar in advance of the first game of the new NHL season. Here are three important ways to increase sales and marketing collaboration.

Sales 52

Sales Marketing Sports Roadmap 52

Totango

JULY 11, 2023

This is enabling us to manage organizational planning around our customer segments, and even innovate on our theory of the customer and customer journey segmentation.” I appreciate the continued communication with our CSM to improve the product or make recommendations consistently!” — Ashley M., ” — Juan G.,

Customer Journeys 82

Customer Journeys Customer Success Sports Software 82

ECXO

MARCH 21, 2023

Leaders must provide services, excellent customer service, delivery and engagement and must communicate their commitment to providing an exceptional customer experience. Communication is the foundation of CX, combined with empowerment and commitment to the company’s CX culture and values. Think of it like a project plan.

B2B 98

B2B Customer Experience Roadmap Culture 98

West Monroe

JANUARY 2, 2024

At this stage, a crucial responsibility for the CFO is the collection of a diverse range of quantitative and qualitative metrics; these metrics serve as the backbone of the organization's prioritized focus, essentially forming the finance transformation roadmap.

Data 52

Data Roadmap CRM Technology 52

West Monroe

JANUARY 16, 2024

An in-depth understanding of the companies’ technology capabilities ensures sellers can control the narrative of their exit on this key topic and remediate concerns prior to the sale process. Faster buyer processes are enabled with the use of sell-side report. Conclusion The challenges of diligence are diverse.

Strategy 52

Strategy Roadmap Resources Report 52

ClientSuccess

MARCH 8, 2023

By outlining objectives, owners, and timelines, you provide your customers with a roadmap to success. Define Next Steps One of the biggest reasons follow-up emails are so critical after customer calls is that they often serve as a bridge between meetings to keep your customer projects alive and keep things moving between live conversations.

Customer Success 79

Customer Success Tips eBook Roadmap 79

Seaton CX

JANUARY 4, 2024

To them, it’s nothing sales can’t smooth over with a steak dinner and a $300 bottle of wine. Developers must deliver on the product roadmap for the company to stay competitive. Sales is a hard job—and without sales, there are no customers!) Just kidding. Customers tell their coworkers. They tell their boss.

B2B 52

B2B Case Study Airlines Roadmap 52

Totango

APRIL 12, 2022

Executives and boards of directors understand this and anyone who wants to move into a senior management role in a large organization needs to understand this concept and operate with this mindset. . The customer focus is driving a shift in the old pre-sale vs post-sale mindset. Manage the Customer Journey as a Product.

Customer Success 82

Customer Success Customer Journeys Roadmap Sales 82

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? 6 Customer Feedback Processes from Product Management Experts. Product Manager | Blend. Chris Chumley.

Feedback 117

Feedback Roadmap ROI Case Study 117

Gainsight

DECEMBER 4, 2023

With an effective CS operation, your team can grow annual revenue more effectively than traditional marketing and sales techniques. Their advocacy can impact marketing, sales, as well as product design, and roadmapping. Up-to-date customer information will inform their strategies, communications, and plans for the future.

eBook 52

eBook Metrics Roadmap Healthcare 52

SurveySparrow

SEPTEMBER 8, 2021

We’re sure you’ll try to find why along with ways to manage and improve it? . First, we’ll talk about employee experience management and how an employee experience platform would improve it. What Is Employee Experience Management? To understand Employee Experience Management, we need to know about Employee Experience first.

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

SmartKarrot

AUGUST 18, 2021

An experienced product manager knows that building the right product takes time along with meticulous planning and budget considerations. This is why a SaaS product roadmap is essential for the strategic development and success of a business. What Is a SaaS Product Roadmap. So how do you decide what to include in your roadmap?

Roadmap 10

Roadmap How To Effort Score Strategy 10

SurveySparrow

DECEMBER 7, 2020

Then, 2020 arrived, and a digital transformation roadmap became the need of the hour. . These tools help you create a digital transformation roadmap and easily give your business a digital presence. . That’s why we’ve picked the 8 most useful tools to help businesses with their digital transformation roadmap. .

Tools 52

Tools Roadmap Social Media CRM 52

Integrity Solutions

APRIL 28, 2021

A 5-step roadmap to get you started. This isn’t something that can be mandated by management. Creating a Customer Retention Strategy: A Leadership Roadmap. Here’s a 5-step roadmap to get you started: Create value for customers continually- not just once. Use customer retention as a tool to create alignment.

Customer Retention 90

Customer Retention Strategy Net Promoter Score Employee Engagement 90

Playvox

NOVEMBER 21, 2022

Any good product manager will tell you that a big part of their job is forming a deep understanding of customer needs. UserVoice popularized the concept in 2008, but now there are many providers of idea management software, used by companies like Spotify , Airbnb , and Microsoft. Asking Users To Prioritize Your Product Roadmap.

Roadmap 52

Roadmap Analysis Feedback Customers 52

NobelBiz

DECEMBER 11, 2023

Effective call flow management has the potential to revolutionize customer service, sales, and overall business operations. Call flows are essential for contact centers as they provide a structured framework for managing customer interactions. Queue management includes hold music or comfort messages.

Call Flow 105

Call Flow Customer Experience Contact Center Call Center 105

ChurnZero

JUNE 14, 2023

” When times are challenging, and the sales pipeline slows, the disparity between the cost to acquire and retain customers tends to grow. As your sales team is in the business of influencing prospects to buy, the customer success team influences customers to stay and should understand why your accounts churn, renew and expand.

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

ShepHyken

SEPTEMBER 20, 2019

With more B2B companies choosing support software technology as their “hub” for all customer communication, it’s important to determine what departments need access and why. By monitoring the frequency of feature requests and bug report tickets, it lets them create a realistic product roadmap for meeting customer demands.

B2B 106

B2B CRM Software B2C 106

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Check out Irit’s interview where she gives insights into how you can manage churn efficiently. . Q: Who should be responsible for managing ‘churn’ in a firm? The following is what she has to say. Absolutely.

Management 52

Management How To Effort Score Customer Success 52

SurveySensum

DECEMBER 4, 2023

Using the Right Tools: Invest in tools that make feedback collection and management seamless, like SurveySensum, HubSpot CRM, or Google Analytics. Centralized Feedback Collection: Use feedback management tools like SurveySensum to gather all feedback in one place for easy analysis. And it should come from the top down.

Feedback 52

Feedback Strategy Net Promoter Score Social Media 52

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

Quadient

SEPTEMBER 16, 2022

We also received a five out of five score for "planned enhancements" – the only vendor to receive a perfect '5' score, demonstrating the strength of our product roadmap. He earned his EDP and M-EDP certification from Xplor and his MBA in 2007 from the Lake Forest Graduate School of Management. Measure business impact.”. Scott Draeger.

Customer Journeys 52

Customer Journeys Social Media Roadmap Software 52

West Monroe

JANUARY 24, 2023

Many CEOs and management teams see an easier path to profitability as a private company—particularly through right-sizing cost of goods sold (COGS) and operating expense budgets, and making future-proof investments in areas like automation and cloud infrastructure that will help drive more cost-efficient growth.

Company 52

Company Software Strategy Leadership 52

Wootric CX Blog

JULY 28, 2020

Building and maintaining the product roadmap is a central part of your role as a product manager. Yet there is surprisingly little consensus about product roadmaps across the product management community. Product roadmaps fit very strategically into this hierarchy. Product Roadmaps Should be Flexible.

Roadmap 128

Roadmap Guidelines Net Promoter Score Exercises 128

Gainsight

JULY 5, 2022

For every five Customer Success Managers (CSMs), you’ll need to start developing smart processes for running your team. Problem solver with the ability to break complex issues down into manageable components and solutions. Excellent communication and listening skills. That’s when you’ll want to make your first ops hire.

Roadmap 59

Roadmap Return on Investment Customer Journeys Customer Success 59

SmartKarrot

AUGUST 10, 2021

However, the same does not hold true for creating a SaaS product roadmap. Designing a roadmap for your product is not that straight and needs creative thinking, visualization, and planning that is subjective in nature. Let us now look at the top 10 reasons why SaaS product roadmaps fail and how to affix them right.

Roadmap 10

Roadmap How To Meeting Sales 10