CSM Practice

JUNE 24, 2021

How valuable is Customer Success’s input in creating a solid product roadmap?! In the past, companies relied solely on the product management team to build and drive roadmaps. Shifting the Product Roadmap Ownership to Customer Success. What is a product roadmap? 3-Phase Customer Success Product Roadmap Strategy.

Roadmap 59

Roadmap Customer Success Customer Centricity Feedback 59

SurveySparrow

JUNE 2, 2023

A positive e-commerce experience is no longer a ‘nice-to-have’, but a ‘must-have’ It can foster customer loyalty, elevate your brand reputation, and drive your sales through the roof. An overly complicated or lengthy checkout can lead to cart abandonment, costing you valuable sales.

Ecommerce 52

Ecommerce Roadmap e-support Customer Experience 52

Russel Lolacher

JANUARY 16, 2023

Why the roadmap for racial healing is an emotional one, not intellectual. Her autobiography Can I Be Me and her latest Emotional Justice, A Roadmap for Racial Healing. And the Black and Brown indigenous people are careful to not communicate the reality of the circumstances, because they that is not responded to, with resource.

Roadmap 98

Roadmap Culture Policies Connections 98

Experience Investigators by 360Connext

JANUARY 5, 2022

You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only what’s to know what’s most important for the year, but also how to communicate and measure that success. You did this by formal and informal communication strategies.

Resources 369

Resources Customer Journeys Video Strategy 369

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

InMoment XI

JANUARY 10, 2023

CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional approach to improving customer experience. Create a roadmap : Allow qualitative feedback to drive your plan for CX improvement. Let’s find out. Big Picture Analysis.

Customer Experience 324

Customer Experience Management Customer Journeys Effort Score 324

InMoment XI

FEBRUARY 1, 2024

By understanding these intentions, businesses can proactively address customer needs, enhancing the overall customer experience and increasing sales and customer satisfaction. While structured data can be seen as the mathematics of human behavior, unstructured data is pure, unadulterated human communication.

Analysis 260

Analysis Analytics Social Media Loyalty 260

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. You need an automated reporting system that can scale communication efficiently and effectively. Create a clear road map. Decide what type of information needs to be sent through the ranks.

Communication 62

Communication Customer Experience Report Roadmap 62

Gainsight

SEPTEMBER 20, 2019

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. sales, marketing, and hugging teams ). As your team lays out the product roadmap for a period of time (quarter, cycle, sprint, etc.),

Roadmap 58

Roadmap Exercises Sales Marketing 58

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

Experience Investigators by 360Connext

JANUARY 10, 2023

Sales are up thanks to referrals and positive word-of-mouth marketing. You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only know what’s most important for the year, but also how to communicate and measure that success.

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

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

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

SurveySensum

JANUARY 24, 2024

Put Everything in One Place Talk to Your Product Team and Prioritize the Feature Talk to the Sales and Marketing Team Keep the Communication with the Customer Open Learn to say NO Implementing a Feedback Loop Monitoring and Iterating Conclusion What is a Feature Request? Prioritise, based on strategy, roadmap, etc.

Roadmap 52

Roadmap Feedback Customers Survey 52

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. That was followed by the undecided (24%) leaving only 13% of participants who voted against the motion (believing that Sales should own the renewal). If you don’t fully understand these cases yet, that’s OK.

Sales 98

Sales Customer Success Conference Customers 98

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

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

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

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

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

COPC

JANUARY 9, 2024

With a global footprint, we sometimes face communication gaps and inefficiencies. Partnering with COPC helped us assess and refine our communications, operations and performance. We ensured alignment by creating an employee brand book that encompassed communication guidelines, employee objectives and project roadmaps.

Customer Experience 75

Customer Experience Net Promoter Score Guidelines Customer Care 75

Gainsight

MARCH 22, 2022

Sales and Marketing is to new customer bookings as Product Management and Customer Success (CS) is to the customer experience. Like any strong relationship, communication is key. Ensure that there is a clear, well-defined, communication channel between CS and Product. They’re the new hot couple! Hang Out Regularly.

Customer Success 52

Customer Success Management Roadmap Communication 52

Totango

JULY 11, 2023

SVP of Customer Success “Totango takes all of our feedback and implements it almost immediately or can provide a product roadmap timeline in which it will be accomplished. 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

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

ChurnZero

APRIL 11, 2024

It’s no longer a fancy thing, years out on the roadmap, that only highly mature CS organizations are good at. This is a great place to start to better understand who you’re communicating with. Odds are good that marketing, sales, product, and support are all currently sending messages to your customers through one channel or another.

Customer Success 52

Customer Success Customer Journeys B2B Customers 52

Horizon CX

APRIL 1, 2024

This assessment provides valuable insights into current CX capabilities, identifies areas for improvement, and helps chart a roadmap for advancement. One proactive step that businesses can take is to undergo a CX maturity assessment as described above.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

West Monroe

NOVEMBER 2, 2022

Sellers want to ensure there aren’t any valuation surprises during their exit, and they want to drive the narrative around their exit—two variables better controlled for in a private sale rather than the public markets. Share metrics and communicate the impact of digital investments. Build a realistic roadmap.

Roadmap 52

Roadmap Innovation Financial Exercises 52

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

Integrity Solutions

JUNE 19, 2023

Since our work focuses on both skill and will — the skillset as well as the mindset necessary for sales success — we often get asked what the specific, core sales skills are that every salespeson today needs to have. We know that sales prospecting is a vital part of sales success.

Sales 16

Sales Communication Roadmap Competitive Advantage 16

SmartKarrot

AUGUST 18, 2021

This is why a SaaS product roadmap is essential for the strategic development and success of a business. Before we delve into the actual creation process of a product roadmap, let us first take a look at what a product roadmap really is and why it is THE most important part of a SaaS company. What Is a SaaS Product Roadmap.

Roadmap 10

Roadmap How To Effort Score Strategy 10

Totango

APRIL 12, 2022

The customer focus is driving a shift in the old pre-sale vs post-sale mindset. has a roadmap, a backlog, iterations, and new releases.In The customer journey is the combined and shared efforts of all teams within an organization – from Customer Success to Marketing, Sales, Product, Support and more. Deliver Value First.

Customer Success 82

Customer Success Customer Journeys Roadmap Sales 82

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

CustomerSuccessBox

JUNE 21, 2021

First of all, it is a product manager who has designed and built the technology but it is you the customer success manager who talks to the customers and makes sure that you are able to deliver the outcome that your sales promises. So, Are you already participating in product roadmap discussions? Conclusion.

Customer Success 52

Customer Success Management Roadmap Feedback 52

Education Services Group

APRIL 25, 2021

CS Roadmap. A Customer Success roadmap is a detailed view of your organization’s goals as well as your plans for how you’ll reach those goals in the near and long term. Much like a business plan, your CS team needs a roadmap to organize the complexity of building a robust CS practice. Digital Communication.

Customer Success 91

Customer Success Customer Journeys Roadmap Return on Investment 91

Thematic

APRIL 13, 2023

Atlassian relies on user word of mouth and viral products, instead of traditional enterprise sales, and we have a close relationship with our community of users. We wanted to ensure that ALL product teams were leveraging ALL customer feedback to make informed business decisions when prioritising roadmaps. Why Thematic?

Feedback 71

Feedback Roadmap Analysis Data 71

Thematic

DECEMBER 28, 2022

You can combine your feedback comments with operational and transactional data, like sales figures, regions, customer demographics, or performance statistics. Inform product roadmaps with customer-led data Text analytics software is awesome when it comes to analyzing subjective feedback like product reviews.

Analytics 71

Analytics Software Feedback Management 71

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. Develop strong communication skills, both written and verbal, to effectively articulate ideas, goals, and strategies.

Management 40

Management Roadmap Trends Communication 40