Gainsight

JANUARY 6, 2023

They’re investing in product experience (PX) and product-led growth (PLG) strategies to efficiently chart a path to durable growth—and smooth sailing when market conditions improve. The common thread between these three approaches is the product experience.” Product Experience . It Depends. What Is Product Education?

Resources 52

Resources Roadmap eBook Analytics 52

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. Today’s Product teams are under increasing pressure to deliver outstanding products and exceptional user experiences. Check out our Essential Guide to learn how to navigate the new product experience landscape. Customer Retention Rate (CRR). READ THE GUIDE.

Metrics 65

Metrics Net Promoter Score Management How To 65

Lithium

MAY 3, 2022

Join us as the Khoros product team shares recent innovations to the Khoros platform and walks through upcoming releases on our roadmap. In this webinar you’ll: Learn about key innovations and investments across the Khoros platform. Don't forget to subscribe to this Khoros Customer Blog to stay up to date on the latest from Khoros.

Multi-Channel 52

Multi-Channel Social Media Roadmap Metrics 52

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

Lithium

JULY 7, 2021

We are proud to announce Khoros has launched two new podcasts: CX Confessions: The Customer Experience Show , a thought leadership podcast on CX featuring C-suite executives, and Titans of Customer Engagement , a podcast highlighting tactical, digital engagement best practices and strategies with Khoros customers.

Roadmap 52

Roadmap Leadership Metrics Analytics 52

Lithium

JUNE 2, 2021

Whether you’re a B2B or B2C brand, the global pandemic accelerated the need to be digital-first, and we’re proud to have helped over 2,000 of the world’s most successful brands make that transition with our award-winning customer engagement platform. Some blog areas are limited to Khoros customers only. Webinars & Events.

Roadmap 52

Roadmap B2C Culture B2B 52

Lithium

AUGUST 3, 2021

This September, you'll hear from leading global brands about creating winning digital-first strategies to deliver amazing customer experiences. Sign up now Influence our roadmap. Webinars & Events Some event areas are limited to Khoros customers only. Upcoming Webinars. We can't wait for you to join us!

Roadmap 52

Roadmap Metrics Government Tips 52

NetBase

OCTOBER 12, 2018

Which metrics matter most as you strive to change that statistic? We talked about 11 social media metrics worth mastering in a recent Adweek webinar. These are all aspects of Engagement you can measure – but you need a bit of help from our next metric to really get down to what’s driving the conversation. What’s trending?

Social Media 49

Social Media Analytics Metrics Airlines 49

Gainsight

AUGUST 17, 2022

Mehta reminded everyone in the room and streaming at home that whether we are collaborating on product roadmaps, helping our customers reach their goals, or supporting our communities, we are always more successful when we approach these projects together. Now, Mehta said, “Our customers have a new mindset.” Mehta explained. .

Chief Customer Officer 97

Chief Customer Officer Roadmap Metrics Strategy 97

Gainsight

OCTOBER 17, 2019

Six years ago , people didn’t present about customer success (CS) in the boardroom unless it was a major escalation. You can make this article into an interactive experience by starting a free trial of Gainsight PX and playing around with these dashboards yourself! Nothing quantifiable—highlights in releases, roadmaps, tradeoffs.

Metrics 45

Metrics Meeting NPS Effort Score 45

Lithium

NOVEMBER 1, 2022

Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Learn how to turn y six important steps you can take to empower frontline employees to build meaningful relationships with customers. Are you there ROI?

Roadmap 52

Roadmap ROI Social Media Contact Center 52

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

CSM Magazine

NOVEMBER 28, 2022

You’ve created a customer service software solution that’s as close to perfection as it gets. Launching a new piece of software can be an exciting yet nerve-wracking experience. Fortunately, there are a few things you can do to ensure a safe and successful launch of your customer service software.

Software 52

Software Customer Service Marketing How To 52

Clarivate

DECEMBER 13, 2017

However, many of those same companies will have little to no objective measurements in place to actually measure their delivered customer experience. While it is true that many companies have some sort of customer surveys, those may likely be measuring only a small portion of the customer experience.

Customer Journeys 49

Customer Journeys Strategy Customer Experience Management 49

Lithium

DECEMBER 6, 2022

If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Sign up today ! True story.

Social Media 52

Social Media Roadmap Trends Hospitality 52

inmoment

JUNE 1, 2020

In the wake of COVID-19, the role of customer experience is at a crucial tipping point. Brands that are able to harness empathy and work toward achieving a more authentic customer experience will reach the top of its vertical and continuously achieve meaningful improvement for itself and its customers.

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

Centercode

DECEMBER 22, 2020

Our team was right there, too, and we’re proud to say that we continued not only to support our customers with our platform and services, but we supported testing professionals with in-depth content to help them adapt and improve. Understanding Tester Engagement Through Metrics (Cheat Sheet + Worksheet). Increasing Efficiency.

eBook 75

eBook Case Study ROI Roadmap 75

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Research Stage. Evaluation Stage.

Metrics 40

Metrics How To Effort Score Customer Success 40

ChurnZero

JULY 12, 2019

Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through. Outstanding brands create connections between customer needs and their solution.

Customer Success 75

Customer Success Customer Experience How To Roadmap 75

Gainsight

JULY 26, 2022

Customer success is fuel to create that efficiency, and can be the key driver of your modern growth engine. Product experience is a primary driver of customer experience. This product experience imperative was the exact topic of the Catapult webinar with Morgan Redwine from Dealerware. . Your product.

NPS 59

NPS Effort Score Training Roadmap 59

Lithium

MAY 4, 2021

This September, you'll hear from leading global brands about creating winning digital-first strategies to deliver amazing customer experiences. Does your brand use Khoros technology to deliver world-class digital customer experiences? Some blog areas are limited to Khoros customers only. Webinars & Events.

Conference 52

Conference Analytics Social Media Roadmap 52

Gainsight

AUGUST 6, 2021

How involved is your Customer Success team in product launches? Customer Success brings a deep understanding of customers’ needs and pain points. Within your organization, customer feedback is likely being funneled across different functions—product, marketing, sales, customer success, etc.

Customer Success 52

Customer Success Roadmap How To Feedback 52

Kustomer

JUNE 1, 2021

An excellent customer experience is just as important for you and your clients as it is for us and ours. This is why I joined Kustomer as the Director of Global Support a little over a year ago: to help transform our team and improve the experience we deliver to our clients. Stepping Into Our Customers’ Shoes.

Training 98

Training Roadmap B2B Feedback 98

Avaya

APRIL 10, 2019

2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. In Nemertes’ 2018-19 Digital Customer Experience research study of 697 organizations, we found companies already are relying on AI to transform their customer experience. Today, 44.6%

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

CSM Magazine

JANUARY 25, 2022

In addition, organisations claim they are three times more likely than before the crisis to say that at least 80% of customer interactions are now digital in nature. It’s a common enough mistake but what about the customer? Look from the outside in to establish what really matters to your customers and your employees?

Average Handle Time 52

Average Handle Time Roadmap Interaction Technology 52

Oracle

OCTOBER 17, 2019

This is a preview of the on-demand webinar, Best-in-Class Customer Journey Management: How to Deliver Truly Connected Service Experiences. Delivering a truly connected service experience is integral to managing today’s customer journey. improvement in year-over-year customer referrals.

Customer Journeys 44

Customer Journeys Effort Score Social Media Omni-Channel 44

Totango

JANUARY 7, 2020

Onboarding is an opportunity to set your customer up for success. Your customer onboarding workflow should guide you through the process of helping your customer integrate the product into their daily business activities so they can start achieving their goals. Best Practices for a Strong Customer Onboarding Workflow .

How To 72

How To Roadmap Meeting Customers 72

ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? Make a great first impression from the start.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

Wootric CX Blog

SEPTEMBER 2, 2020

Think about the last time you had an incredible experience with a company. Finding the product or service was effortless, the download or purchase process was simple, you quickly received the product, the user experience was intuitive, and it was easy to get answers to any questions you had. Make “Customer-Focus” a Pre-Hire Priority.

Net Promoter Score 59

Net Promoter Score Customer Centricity Effort Score Roadmap 59

ChurnZero

APRIL 26, 2019

Your new Customer Success Manager only gets to experience their first day on the job once. The difference between an effective and ineffective employee onboarding experience determines the long-term success of a new Customer Success Manager (CSM). So how do you properly onboard a new CSM and minimize their time-to-value?

Tips 58

Tips Metrics Customer Success Training 58

Amity

MARCH 20, 2016

We’ve all had experience with good and bad vendors. My best experiences have been with people who listened to what I needed, educated me on the possible solutions, and offered solutions that best matched my requirements. Are you doing this with your customers? Collaborate on the customer roadmap.

Roadmap 48

Roadmap Measurement Customer Retention Communication 48

Gainsight

FEBRUARY 20, 2019

Are the right people driving product experience in your company? The Age of the Customer has increased the importance of delivering exceptional customer experiences and outcomes. Marketing, customer success, support, product—each team plays a critical role. Driving Product Experience is a Team Effort.

Roadmap 45

Roadmap Measurement Training Customer Success 45

Gainsight

OCTOBER 30, 2018

Churn is what folks in the subscription economy community call the percentage of customers that leave after subscribing to your product. Churn is one of the most important metrics in a recurring revenue business. Below is a simple way to calculate churn based on customers. You’re bound to lose some customers, right?

ROI 61

ROI Customer Retention Social Media Roadmap 61

Gainsight

JUNE 29, 2021

Churn, or the loss of customers, is always present in the mind of CEOs, CCOs, and investors. Whether it provides essential software or not, every SaaS company has to work hard to keep customers satisfied and continue to subscribe. CS teams not only influence retention rates, but also the organization’s brand and product roadmap.

Case Study 40

Case Study Roadmap Customer Success ROI 40

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

SmartKarrot

JULY 28, 2022

Role: Director of Client Success Location: Remote, United States Organization: seoClarity As a Director of Client Success, you will direct and manage a world-class team with a focus on training, development, and customer-centric advocacy. Establish relationships with key customer stakeholders to drive further product adoption.

Customer Success 19

Customer Success User Experience Roadmap Video 19

SmartKarrot

OCTOBER 19, 2022

Role: Head of Customer Success Location: San Francisco, CA, US Organization: Tread As a Head of Customer Success, you will be leading a team of Customer Success individuals. Setting Customer Success strategy and defining OKRs. Hiring, training, developing, and retaining a strong team of Customer Success professionals.

Customer Success 19

Customer Success Roadmap Banking Training 19