ChurnZero

JUNE 10, 2022

SaaS product teams often plan their roadmaps at least a year in advance. For instance, pulling in a developer to build an API integration to connect your product to a CS platform is a much more involved task than tapping a CRM admin to identify key fields to include in a native CRM integration.

Software 52

Software Customer Success How To CRM 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. Create a guideline for it. Ensure that leaders actively participate in and endorse the feedback culture. So make sure you are saying the same thing in the same way.

Feedback 52

Feedback Strategy Net Promoter Score Social Media 52

SmartKarrot

JANUARY 15, 2021

A SaaS company provides a point-of-sale and CRM product for the hospitality industry. The Product and Success teams frequently coordinate on feature development for the CRM product. In turn, Product shares the updated CRM roadmap with Success so they can properly set expectations with customers about future plans.

Customer Success 19

Customer Success Case Study Hospitality Roadmap 19

Alida

SEPTEMBER 22, 2016

To launch an insight community successfully requires strategic planning, such as gathering stakeholder buy-in and consulting brand guidelines. Andrea Bonk, CRM and market research coordinator at OSF Healthcare, shared how listening to patients allows her to create stronger marketing messages.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Chattermill

SEPTEMBER 4, 2018

NPS can help identify your brand’s advocates, drive your product roadmap, alert you to customers in danger of churning, and which customers you should approach for stories. This is however a very rough guideline, the real value of NPS comes from understanding how to improve it within the context of your own company. Detractors (0–6).

Net Promoter Score 40

Net Promoter Score NPS Advertising Feedback 40

GetFeedback

NOVEMBER 18, 2019

Based on those parameters, here are some guidelines for designing the questions you’ll ask on your CSAT surveys. Append customer data (from your CRM or call center platform) to the survey responses. Linked to customer outcomes, customer value. Linked to business outcomes, business value. Don’t ask double-barreled or compound questions.

Feedback 199

Feedback How To Analysis Survey 199

Help Scout

APRIL 27, 2021

They are usually willing to inform your product roadmap by giving you useful insights into how they use or what they want to see in your product. CRM insights. To hit the mark every time, companies need to empower employees with cohesive values, standards, and guidelines for interacting with customers. Point of sale studies.

Effort Score 135

Effort Score Net Promoter Score Customer Satisfaction Social Media 135

Martin Hill-Wilson

SEPTEMBER 7, 2015

As a framework to generate a strategy and roadmap it makes sense. Even if there is still ‘big corporate stuff’ going on around making CRM work, some planning has taken place in readiness around how to collect and use social profile data (e.g. Well thumbed escalation guidelines are used to recognise danger and act accordingly.

Customer Service 40

Customer Service Customer Journeys Guidelines Social Media 40