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.

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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.

Is This the End of Customer Success Software as We Know It?

Gainsight

The critical role played by customer success (CS) teams is well known, as is the importance of the customer success software powering these teams. But, could thinking about customer success software as a category be leading us down the wrong path?

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.

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.

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.

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.

6 Experts Share How They Use Customer Feedback to Build a Better Product

Gainsight

There is no shortage of feedback these days. When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. How do you work with your customer-facing teams to gather feedback?

Top Customer Success Trends To Watch For In 2020

Gainsight

On a recent webinar with one of our private equity partners, Gainsight CEO Nick Mehta shared an inspiring outlook on what’s to come in the year 2020 for customer success. This is a partial transcript of Nick and Gainsight’s vision of the future of customer success.

20 Customer Success Predictions for 2020

ChurnZero

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Customer results will sell, not features. Vanessa Hannay , Director of Customer Success, Muck Rack .

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.

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 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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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.

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.

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.

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.

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.

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?

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.

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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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.

How To Build Your Own Feedback Analysis Solution

Thematic

At Thematic, we’ve spent years researching, designing and developing our customer feedback analysis platform. . You can customize it to your needs. What should the roadmap look like for developing an automated DIY customer feedback solution?

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.

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.

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.

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.

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!

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?