Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

Gainsight

JANUARY 17, 2020

So we asked 10 experts the following questions to learn more about how they collect and prioritze customer feedback: What are some of the effective ways you collect feedback? How do you work with your customer-facing teams to gather feedback? How do you prioritize what feedback gets incorporated into the product roadmap?

Feedback 117

Feedback Roadmap ROI Case Study 117

Gainsight

SEPTEMBER 28, 2022

Simplicity should impact: How you innovate: As your company and customer base matures, it can be appealing to plot every little feature request onto your product roadmap (especially the ones coming from your largest, highest-paying customers). Have clarity and reasoning behind your roadmap.

How To 52

How To Roadmap NPS Fashion 52

Talkdesk

DECEMBER 10, 2020

Determine CX maturity priorities Deploying a digital transformation strategy will affect the channels, processes and people by which your customers interact with your brand. Therefore it’s important to innovate on the areas of your customer support program that are highest priority to your business.

Contact Center 115

Contact Center How To Transportation Roadmap 115

TeamSupport

SEPTEMBER 28, 2018

New software versions are being pushed live, with innovative features rolling out the door on a regular basis. But, with all these changes, problems can and will arise that require the attention of your customer team. The longer a SaaS company retains a customer, the easier it is to maximize their revenue from the relationship.

Customer Success 80

Customer Success Company Roadmap Communication 80

West Monroe

FEBRUARY 19, 2024

But while smart grid technology such as digital sensors and distribution automation have advanced, so have customer expectations and regulatory requirements. In recent years, innovative utilities have started to deploy IT-based solutions by leveraging an agile software development lifecycle approach.

Self Service 52

Self Service Innovation Financial Software 52

GetFeedback

MAY 4, 2018

Rather than working off assumptions, talk to your support agents, your sales reps, and anyone else who has first-hand experience with customers. Get their take before you develop new features and plan the product roadmap. Rethink how you prioritize feature requests. Host focus groups.

Strategy 170

Strategy How To Net Promoter Score Customer Centricity 170

Confirmit

JANUARY 19, 2021

Of course, we’ll keep you updated as things move forward but for the moment, it’s business as usual as we continue to push ahead with delivering our product roadmap and doing our best to serve our customers. The merger is conditioned on receipt of regulatory approvals and is expected to close in the second quarter of 2021.

Roadmap 52

Roadmap Customer Voice Course Technology 52

BirdEye

MAY 30, 2023

Market changes, customer preferences, and competitor strategies all affect your growth. Develop effective strategies The roadmap for your success has to take into account your industry’s landscape. Understanding your market share will help you develop strategies for growing your customer base.

Social Media 98

Social Media Analysis Metrics Advertising 98

West Monroe

JULY 11, 2023

What does data indicate will drive growth across the customer base? Oftentimes we see poorly managed product roadmap priorities as a root cause of a variety of inefficiencies across the P&L. Dhaval Moogimane: There is also innovation around the customer experience. AI will play a large role in this.

Trends 52

Trends Software Innovation Roadmap 52

Helpt

NOVEMBER 7, 2023

Engage with your customers, valuing their feedback as you would a consultant's expert advice. It is in their critiques and compliments that you find the roadmap for refinement—what aspects are hitting the mark, which functionalities require enhancement, and which innovative features could set your software apart.

Software 52

Software Customer Satisfaction Loyalty Feedback 52

SurveySparrow

SEPTEMBER 5, 2023

Positive Experiences Lead to Loyalty When you step into a dealership and the staff treats you like a valued guest, it’s not just a pleasant interaction – it’s a glimpse into the power of automotive customer experience. Brands that prioritize creating positive interactions at every touchpoint cultivate a loyal customer base.

Automotive 52

Automotive Trends Strategy Customer Experience 52

Talkdesk

MARCH 12, 2020

Whether fulfilling their customer’s technology requirements or a need for support specialists to help manage and optimize omnichannel interactions, Humach’s human and AI-powered digital agents use Talkdesk’s cloud contact center technology to provide a world-class experience. This spirit of innovation was a key driver for adopting Talkdesk.

Omni-Channel 60

Omni-Channel Customer Journeys Self Service Contact Center 60

SurveySparrow

JULY 20, 2023

Every interaction, every click, every purchase, they’re leaving a trail of breadcrumbs known as ‘Customer Experience Insights.’ ’ This isn’t just data; it’s a roadmap to creating a brand that resonates, a service that satisfies, and a product that’s not just bought but loved.

Company 52

Company Customer Experience Social Media Analysis 52

Gainsight

SEPTEMBER 21, 2022

There are plenty of unexpected challenges in SaaS right now, as the looming recession becomes a reality, but Customer Success (CS) organizations in particular are adopting digital tactics to overcome and endure these challenges. . Customers should be excited to advocate for your platform because of the value it’s driven for their company.

Customer Success 52

Customer Success How To Self Service Case Study 52

BirdEye

APRIL 11, 2023

Describe your mission statement Within your mission statement, you’ll want to cover why you exist, what your goals are, what products and services you provide, your ideal customer base, and your region of operation. Introduce your team and brand Focus on the key people in your company, especially if you have prominent partners.

Examples 98

Examples Strategy Analysis ROI 98

Oracle

SEPTEMBER 19, 2018

General Session: The Latest CX Innovations for Sales. The advent of artificial intelligence, chatbots, voice technology, and next-generation analytics is transforming the customer experience. Your Roadmap of the Future for Sales and Service. How do you build a loyal customer base? Visit the registration page.

Sales 49

Sales Roadmap Loyalty Chatbots 49

ClearAction

JANUARY 12, 2022

New key performance indicators (KPIs) are needed to assess: Ease-of-Doing-Business from the viewpoint of customers and suppliers. As your roadmap and indices for customer-centered management capability, let’s review the alternative angles on Ease-of-Doing-Business and Ease-of-Work provided by this article series: Ease of Doing Business.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

Gainsight

OCTOBER 27, 2022

We’ll kick off Day 2 with some inspiration and innovation. We’ll dig into building out your roadmap and major milestones for the first year including identifying the need, getting buy-in, building and launching, and measuring success. Customer-Led Growth . Avoiding Management Debt.

Strategy 52

Strategy Customer Success Software Roadmap 52

SmartKarrot

OCTOBER 31, 2022

Capture product feedback from customers and engage with the product team to improve our product roadmap. Work with the Sigma support team to ensure that customer requests and escalations are resolved. Identify and achieve targets on renewal rates, customer satisfaction, expansions and upsells.

Customer Success 19

Customer Success Roadmap Knowledge Base Customer Satisfaction 19

West Monroe

SEPTEMBER 15, 2022

It also provides a roadmap to employees—both in leadership ranks and those further down the ladder––for how to integrate the new business into an existing platform. Businesses will need to land on an optimized structure that not only drives innovation but reduces operating costs. Featured Content.

Culture 52

Culture Roadmap Strategy Leadership 52

West Monroe

JUNE 1, 2023

Investing in the right platforms to track product use and adoption can yield insights that inform decision-making and roadmap tradeoffs and drive day-to-day operational efficiencies. They had extensive data about their customer base and usage but weren’t leveraging it to investigate the cause of high turnover.

Return on Investment 52

Return on Investment Culture Metrics Roadmap 52

Gainsight

AUGUST 2, 2021

Your ops leader is going to be digging deep to unlock the power of your customer base. To do that well, they will have to challenge various cross-functional leaders, innovate and develop processes and strategies that will pivot as your company grows. At Delphix, they were able to improve their revenue forecasting substantially.

Fashion 52

Fashion Leadership NPS Report 52

West Monroe

JANUARY 24, 2023

Refocus R&D, sales, and marketing teams One result of the decade-long push for growth is that many software companies have sales, marketing, and R&D teams that are over-staffed and focused solely on expanding their customer base. That means reducing churn and keeping net retention above 110%.

Company 52

Company Software Strategy Leadership 52

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. Dave asked me if I might be interested in taking part as a judge for The Innovator of the Year Award that takes place each year during CS100 Summit. Below, is the blog he wrote.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake (CEO for ClientSuccess ) who asked me if I might be interested in taking part as a Judge for The Innovator of the Year Award that takes place each year during CS100 Summit. Below, is the blog he wrote.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

West Monroe

JANUARY 25, 2023

Refocus R&D, sales, and marketing teams One result of the decade-long push for growth is that many software companies have sales, marketing, and R&D teams that are over-staffed and focused solely on expanding their customer base. That means reducing churn and keeping net retention above 110%.

Company 40

Company Software Strategy Leadership 40

Circular Edge

DECEMBER 13, 2022

Instead of exploding your customer acquisition costs to acquire fickle buyers who delay purchase decisions and demand discounts, focus on those who are consistently the first to buy your latest offering, at premium price, and ready to tell you what they like and don’t like about it. Loyal customers drive profitability and sustainable growth.

Data 52

Data Competitive Advantage Multi-Channel Analytics 52

SmartKarrot

APRIL 7, 2022

Drives innovation, best practices, and process improvement. Enforce process adherence across the teams to create a consistent experience for customers and other team members. Represent Coursera as an executive sponsor and build relationships with key customers. Drive strategy of land and expand within the customer base.

Customer Success 19

Customer Success Self Service Roadmap Knowledge Base 19

SmartKarrot

AUGUST 19, 2021

Role: Customer Success Director Location: Remote, Dallas, TX, US Organization: Persado As a Customer Success Director, you will maintain the customer success plan including maturity roadmap, key milestones, and value realization journey. Serve as an escalation point for customer success issues.

Customer Success 19

Customer Success Roadmap Consulting ROI 19

SmartKarrot

NOVEMBER 26, 2020

Hire and build out a sizable team (internally & externally) to service our rapidly growing customer base. Manage cross-functional relationships with leaders in Product, Engineering, Operations, and Marketing to advocate for users and influence the long-term product roadmap. testimonials, case studies, attending events).

Customer Success 10

Customer Success Roadmap Case Study Leadership 10

ClearAction

APRIL 17, 2019

Therefore, a two-year or three-year roadmap is the only truly sustainable way to make transformational changes.”. Customer experience initiatives are notoriously hard to justify because we demand revenue improvements from them. 3 Putting Customers First: If Not You, Who? 1 Good to Great , Jim Collins.

Management 69

Management Customer Experience Management Financial ROI 69

OpinionLab

MARCH 12, 2015

But if your approach is to merely review what people are saying on your site, you’ll most likely fall into one of the following mindsets: We don’t get enough feedback on the site to be representative of our customer base. Customer Experience Management. Immediate Action. Personalization. On-Premises Feedback (Geolocation).

Voice of Customer 68

Voice of Customer Multi-Channel Feedback Hotels 68

InMoment XI

OCTOBER 10, 2023

This ensures that businesses can maintain a consistently high level of service, fostering trust and loyalty among their customer base. Customer Effort Score (CES) While satisfaction is vital, so is the ease of the customer experience. That’s where data-informed decision-making comes into play.

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

SmartKarrot

AUGUST 4, 2021

Apply here: [link] Role: Customer Success Manager (Mid-Market) Location: Remote, United States Organization: Blend As a Customer Success Manager, you will build and deepen executive relationships with the customer base to help influence their long-term technology and business decisions.

Customer Success 10

Customer Success CRM ROI Roadmap 10

SmartKarrot

MARCH 25, 2021

Driving growth in ARPC (average revenue per customer) across all new and existing customers to the ROKT platform through up-sell. Work as a stakeholder with Product and Marketing to develop the product roadmap and go to market strategy and provide key insights, reporting, and strategic recommendations for Telecommunications clients.

Customer Success 10

Customer Success Telecommunications Entertainment Roadmap 10