Remove Customer Success Remove Feedback Remove Management Remove Roadmap

What is a Product Roadmap?

Gainsight

A product roadmap is a high-level, visual representation of the direction your product offering will take over time. Maps are a fundamental part of our lives therefore, a product roadmap isn’t exactly a new concept. Executive-level product roadmaps. Types of Product Roadmaps.

Is Customer Feedback Really Making It to Your Product Roadmap?

Gainsight

As a customer success professional, you talk to your customers every day and gather a ton of feedback straight from the frontlines. What’s really happening to product feedback? I dug into this burning question with customer success (CS) leaders at Pulse 2019.

Use This Framework to Unblock Your Product Roadmap

Gainsight

At FullStory, we’ve landed on a successful process for prioritizing our product efforts called the 9-Blocker and we shared a little bit about this process in the webinar. Once Product Management knows all the potential work items at play, the real work begins.

What is the role of a Customer Success Manager ?

CustomerSuccessBox

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. Since customer success is an emerging field, many aspiring CSMs may think that a Customer Success Manager’s job would be simple.

8 Practical Customer Feedback Workflow Automation Ideas

Retently

Whether it’s crunching data or integrating a bunch of analytics tools for understanding and boosting customer engagement, when you boil it down, people are just trying to do a better job and win some extra hours back into their days. Automate the feedback loop.

Where Customer Support and Customer Success Goals Overlap

Kayako

It should never be customer success vs customer service. They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating machine, and left the support department sitting around feeling like a reactive cost center.

Pillars of Customer Success

Amity

In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. Customer Success Management.

4 Types of Product Analytics You Need to Build a Better Roadmap

Gainsight

Ask, “What’s next on our product roadmap?” Your customer data is a goldmine wrapped in a bow covered in glitter. Because your customers are the most important source of information when it comes to prioritizing your product roadmap. User Feedback.

7 Customer Success Mentors Share Ways to Improve “Customer Success as a Culture”

ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.

How to Take Survey Feedback and Build an Actionable Plan

GetFeedback

Collecting survey feedback from your customers is easier now than it has ever been before. But while collecting survey feedback is simple, the real value is in actioning that feedback. Receiving actionable survey feedback. Actioning survey feedback .

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Customer Feedback – A Handy Guide to Understanding Your Audience

Retently

In order to genuinely understand customers and increase retention, businesses need to focus a big part of their resources and manpower on customer feedback. The way someone approaches feedback can make or break their business. How Important Is Customer Feedback?

When Customer Success Becomes a Silo

Amity

One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. Ask yourself, is it easy for customers to pay you?

How Product Experts Use Qualitative Data for Roadmap Planning

Wootric

Wouldn’t it be great to get customer feedback before there are even customers so you know what new features and products to prioritize? But on brand new features and products that aren’t launched, knowing that customers want and need most is educated guesswork.

How Real-Time Customer Feedback Drives Customer Obsession at Fleetio

AskNicely

How does a SaaS-based fleet software company solve complex customer needs at scale? They rally their entire organization around customer feedback. Fleet Management Software Meets Real-Time Customer Feedback. Director of Customer Success, Fleetio.

5 Misconceptions Customer Success Has About Product

ChurnZero

It’s no secret that Customer Success and Product teams have a bit of a love-hate relationship, and when it comes to communicating and working together things don’t always go smoothly. 1 – Product Doesn’t Care About Our Customers. 2 – Product Ignores Our Feedback.

A Week in the Life of an InVision Customer Success Manager

Amity

In the always-on world of SaaS, the role of customer success varies across companies and industries. Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. Below is a preview of how the team at InVision defines customer success.

How to Create a Great User Onboarding Experience That Leads to Product Adoption and Customer Success

ChurnZero

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. Proving value is linked to success.

CSM from the Trenches: Mentors – Natalie Williams; Director, Customer Success; SmashFly Technologies

ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.

Customer Success for On-Premise?! Yes, but…

CSM Practice

In the technology industry, customer success management is developing into a vital department. Setting up a customer program involves ensuring the success of your customers and, thereby, keeping them as customers for the long term. Today, we will explore the differences between customer success program for SaaS vs. On-premise products. Irit Eizips: Today we’re going to compare on-premise and SaaS customer success programs.

Becoming a Customer-Centric Organization

CSM Practice

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This is as a result of greater customer trust which reduces churn, increases renewals, and bolsters user adoption through referrals and testimonials.

CSM from the Trenches: Mentors – Steve McDougal, VP of Customer Success, Preqin Solutions / Dynamo Software

ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.

Closing the Customer Feedback Loop: Turn Insights into Action

Retently

The quote pretty much sums up the whole purpose of adopting Net Promoter Score ® – using the captured insights to close the feedback loop. Customer feedback loop depicts the process of continuous enhancement based on the customers’ insights about the business they interact with.

8 Tips & Tricks From a Customer Success Expert

Amity

Maheen Memon is the Director of Customer Success at Nulogy. Throughout her career in Customer Success, she’s had the opportunity to try a couple of things and has picked up some life-saving best practices along the way. Tip #3: Write a success plan and stick to it.

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4 Best Practices to Align Customer Success and Product Teams

ClientSuccess

Customer success leaders help drive an overarching strategy to ensure that customer success is a core pillar across the entire organization. When customer success and product teams work in tandem, customer success initiatives will succeed even further.

The Anatomy of a Remarkable Customer Success Playbook

Amity

When it comes to managing relationships with your customers, the old axiom holds true: “Change is the only constant.” CSMs typically have to gather things like customer usage data, roadmap/product updates, subscription-related information, etc.

The Cycle of Success: a Blueprint for Customer Success Teams

Amity

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. Customer Journey.

Attention CSMs : How to carpe your diem!

CustomerSuccessBox

A few months back, I completed my 4th year in the Customer Success world. When I look back to the old me, I feel that I have learned a lot as a Customer Success Manager (CSM). The key to success here is to take a leaf out of Marie Kondo’s book and organize!

How to Close the Loop With Customer Feedback

Gainsight

There’s nothing worse than submitting feedback about a product you love and hearing nothing back. Now imagine that your customers are experiencing this disappointment, day-in, day-out. If you don’t close the loop you risk alienating your customers.

The Cycle of Success: a Blueprint for Customer Success Teams

Amity

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. Customer Journey.

The Customer Success Hub Effect: A Conversation with Paul Piazza

ClientSuccess

Paul Pizza is a veteran in the Customer Success space with his experience starting in the late 1990’s when most didn’t even know what the term meant. The Rise of SaaS and Customer Success. He believes if you do this, customers will inevitably grow.

3 Reasons Why Marketing Needs a Seat at Customer Success Strategy Planning

ClientSuccess

While it’s clear why Customer Success should be involved in executive initiatives and C-Suite planning, the reasoning behind including other departments in customer success strategy planning may take a little explanation. Customer Stories from the Source.

What’s the Difference Between Product Managers and Product Owners?

Gainsight

Product Managers and Product Owners are, in fact, different. But, both are vital to product success. To keep up with the ever-changing SaaS industry, new roles and titles have emerged to improve the way we manage our products. What are the responsibilities of a Product Manager?

3 Ways Customer Feedback Helps CSMs Do Their Job

Amity

I recently published a book on the role that customer feedback should play when it comes to managing a SaaS product. The concepts in the book are especially relevant for Customer Success Managers.

5 Career-Boosting Tips From Product Management Experts

Gainsight

Now in its 7th year, Pulse is introducing an immersive Product Management track where you’ll learn how successful product companies are cultivating customer-centric product experiences. Tip #2: Inventory requests for easier product roadmap planning.

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6 Important Product Management Metrics (And How to Improve Them)

Gainsight

As a product manager, metrics affect every move you make. Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. Customer Retention Rate (CRR). Customer Satisfaction Score (CSAT).

How to Connect With Passives and Turn Them Into Promoters

Retently

When you first start off with Net Promoter Score®, it seems reasonable to spend most of your time focusing on Promoters and Detractors – after all, these are the customers that have the strongest opinions about your product, service or brand. . Customer Success Net Promoter Score

How to Create Your Customer Journey Map and Optimize the Touchpoints

Retently

Research from Vision Critical shows that the total annual cost of unhappy customers for businesses can go up to $537 trillion. Why are customer unhappiness levels so high? What Is the Customer Journey? What Is a Customer Journey Map? Stages of the customer journey.