Gainsight

DECEMBER 4, 2023

Customer Success (CS) is one of the most important growth drivers for any company across the globe. From new SaaS companies to established industries like healthcare, the one thing every organization shares is a need to put the customer first. How do you put Customer Success at the core of your business?

eBook 52

eBook Metrics Roadmap Healthcare 52

Gainsight

OCTOBER 5, 2022

And we’d like to take that idea one step further—during an economic downturn it is vital that customer success teams continue to proactively build relationships. With new sales stagnant or declining, SaaS companies have to be laser-focused on customer retention, advocacy, and expansion to buck the downtrend and maintain growth.

Customer relationships 59

Customer relationships Roadmap Customer Success eBook 59

Comm100

APRIL 17, 2018

One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! The Importance of Customer Feedback. How to Collect Customer Feedback.

Feedback 193

Feedback How To Roadmap Survey 193

ClientSuccess

NOVEMBER 22, 2021

When it comes to working with customers, any CSM worth their salt understands the value of customer sentiment. From checking in with clients during weekly calls to ‘scoring’ accounts in your CRM, customer sentiment drives many of the strategic projects and growth initiatives for your customers. Voice of Customer.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

NobelBiz

FEBRUARY 6, 2024

Ebook | Call Labeling and Blocking for Contact Centers Compliance and Regulation The regulations in the SMS world are ever-changing. Let’s delve into some key aspects: Obtaining Consent: Valid consent from customers is fundamental. Contact centers should ensure that customers explicitly opt-in to receive SMS messages.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

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. Delta ’20: The Virtual Customer Validation Conference. Increasing Efficiency.

eBook 75

eBook Case Study ROI Roadmap 75

Gainsight

APRIL 21, 2022

We compiled our best Product Experience resources from last year, from blogs, ebooks, and webinars. As the category creator of customer success and the definitive thought leader, this list is filled with the help you need to deliver the ultimate Product Experience for your customers. Creating a Product Roadmap?

Resources 52

Resources Handbook eBook Government 52

Gainsight

OCTOBER 14, 2022

Is it different for every customer?”. These are just a few of the questions that customer success (CS) experts explored in a recent episode of CS Essentials by Gainsight: Talking About ROI , a Success League Radio production. This series is also hosted by Tim Van Lew, Director of Customer Success Strategy at Gainsight.

ROI 52

ROI e-support eBook Roadmap 52

Gainsight

APRIL 5, 2022

These giants are constantly adding, upgrading, and maintaining multiple product offerings while balancing a loyal customer following. Although multi-product companies have the chance to reach a broader range of customers, they also face common challenges as they grow. Losing touch with the customer base is easy to do as products grow.

Company 52

Company Multi-Channel Roadmap Analytics 52

Oracle

SEPTEMBER 26, 2019

Moments that matter—it’s the idea that your customers have large, life-defining moments that shape how they interact with your brand. For example, consider a bank customer who’s approaching retirement. Connecting customer data to actionable marketing. ” Leveraging AI and machine learning.

Financial 58

Financial Brands eBook Roadmap 58

Interactions

JUNE 5, 2019

Your Guide to the Customer Journey Map. By now, you’ve probably heard that customer experience is a big deal. In fact, Gartner predicts that by 2019, 50% of organizations will redirect their investments to customer experience innovations. That’s where the customer journey map comes in. What is Customer Journey Mapping?

Customer Journeys 54

Customer Journeys eBook Touchpoint Roadmap 54

ChurnZero

DECEMBER 6, 2019

Customer Success Managers have a lot on their plate. . CSMs are responsible for the challenging but rewarding task of keeping their customers engaged with their company, quelling any major concerns or issues customers are facing, and helping customers extract the most value from their product. .

eBook 80

eBook Roadmap Customer Success Tips 80

Think Customers

DECEMBER 13, 2021

Are we keeping our CX vows to customers and employees? Your brand is your promise to your customers, it’s a pledge to deliver exceptional customer experience. Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Avaya

AUGUST 2, 2017

In our experience, the reason for this is because an initial business discovery process was not sufficiently performed to put a strategic execution roadmap in place. Perhaps customer-specific strategies were not as well-defined as intended, or there was a misalignment between business outcomes and technology implementation.

Roadmap 63

Roadmap eBook Exercises Strategy 63

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

Centercode

OCTOBER 29, 2019

We’re excited to announce the Virtual Customer Validation Conference , happening on April 7 – 9, 2020. This free, online event will focus on best practices and industry-vetted strategies for continuous product testing and ongoing customer engagement. Downloadable content (kits, ebooks, best practices, etc.).

Conference 58

Conference eBook Roadmap Travel 58

ClientSuccess

APRIL 5, 2022

But there is still so much your users can tell you about their experience, how your product can become even more user-friendly, and even where your product roadmap can grow. To learn more about NPS surveys, check out these additional resources from ClientSuccess : Webinar: How to Have More Strategic Customer Conversations.

NPS 52

NPS Survey eBook Social Media 52

Oracle

OCTOBER 3, 2019

This is a preview of the ebook “Moments That Matter: A New Customer Experience Roadmap for Financial Services “ Today’s finserv CX is evolving to showcase the power of anticipating customer needs. Understanding a customer’s total picture can also aid in better recommendations.

Financial 56

Financial Banking Multi-Channel Travel 56

Centercode

JUNE 4, 2019

But using the Oculus Quest did get us thinking about what goes into Customer Validation for VR and emerging tech. The feedback you get won’t be an accurate reflection of your true customer experience. Collecting Feedback from Actual Customers. Customer Validation in 20 Minutes [EBOOK].

eBook 66

eBook User Experience Roadmap System 66

Gainsight

MAY 3, 2022

Snagging one-time customers and walking away won’t cut it if you want your Product team to grow. Expansion revenue is money that your company generates from your current customer base. Some common examples include any revenue you earn from upselling, cross-selling, and securing upgrades from existing customers. Wondering how?

Handbook 52

Handbook Roadmap User Experience Metrics 52

Interactions

JUNE 25, 2020

Without automation and self-service, every customer requires an agent’s help to resolve their query. In the last few weeks we’ve already seen brands reallocating sales and other staff to handle customer queries to strengthen the contact centers. Then, check out our eBook for next steps! Bridging the gap.

Self Service 71

Self Service Virtual Agent Customer Journeys Contact Center 71

Talkdesk

DECEMBER 30, 2020

Just as Talkdesk cloud technology makes it easy for our customers to move their contact center agents to work remotely, we were able to internally apply that same technology with ease. Deliver seamless, exceptional customer experience every day. Determine what needs to change.

Innovation 83

Innovation Contact Center eBook Roadmap 83

Centercode

FEBRUARY 18, 2021

This rapid evolution shapes and is shaped by today’s customers. Instant gratification and customer expectations are at an all-time high. The digital era has made relying on the voice of the customer indispensable. Most companies have adopted Agile to both incorporate more customer insights and speed up development.

eBook 59

eBook Wireless Fashion Social Media 59

Centercode

NOVEMBER 20, 2019

Their responses reveal what prospective customers want out of their tech purchases, and the qualities that encourage them to buy. And to guarantee the high-quality experience their customers expect, makers are adopting continuous customer testing practices to validate the performance of new releases in the real world.

Consumers 56

Consumers eBook Roadmap Retail 56

CSM Practice

FEBRUARY 15, 2019

On the thirteenth episode of the 1 to 10 podcast, we sat down with Irit Eizips, CEO and Customer Success Evangelist at CSM Practice. What would it be like if you were the customer in your business? But when was the last time you took a look at not just your customer service, but the customer experience. Episode Overview.

Customer Success 49

Customer Success eBook Roadmap Customer Journeys 49

InnerTrends

MAY 23, 2018

Label your leads, users and customers. For instance, if you download an ebook, you will automatically be put on an emailing list and you will receive other emails related to other ebooks, until they run out of ebooks to advertise for :). Say a client downloads an ebook and then reaches the onboarding step.

Marketing 73

Marketing Net Promoter Score eBook NPS 73

CSM Practice

FEBRUARY 15, 2019

On the thirteenth episode of the 1 to 10 podcast, we sat down with Irit Eizips , CEO and Customer Success Evangelist at CSM Practice. What would it be like if you were the customer in your business? But when was the last time you took a look at not just your customer service, but the customer experience.

Customer Success 53

Customer Success eBook Roadmap Customer Journeys 53

Wootric CX Blog

MARCH 1, 2020

And even though you’re not taking on the evil empire in 2020, you’ll still need someone exceptional to integrate your Customer Experience (CX) initiatives and take everything to the next level. . An established SaaS company that’s moved beyond the startup phase wants to unite its various customer Experience efforts. Tech savviness .

Effort Score 52

Effort Score Roadmap Touchpoint Analysis 52

Bizagi

FEBRUARY 7, 2019

Many of our customers use the philosophy of starting small, with quick wins, then scaling up to encompass more processes. Align your digital roadmap to the corporate strategy. From there, you can integrate data and processes across the organization and design your operations to deliver market-leading customer experience.

Strategy 83

Strategy Competitive Advantage eBook Roadmap 83

Centercode

SEPTEMBER 3, 2019

The desire to know more about your product, your business, and your customers is a unifying trait within the product management field. Becoming an expert at discovering and delivering on customer needs means taking on new roles with gusto. Customer feedback provides crucial data for informed decision-making — that’s a given.

Management 40

Management eBook Roadmap Feedback 40

Avaya

MAY 16, 2017

Roadmap Creation: A detailed roadmap helps you finalize digitization plans before implementation. Check out our eBook, Fundamentals of Digital Transformation , to learn more about this discovery process—the first of a five-step plan for creating a foolproof digital transformation strategy. operational savings, CX improvements).

Company 50

Company Roadmap eBook Strategy 50

inmoment

AUGUST 13, 2020

Limited resourcing continues to be a challenge for customer experience (CX) teams across Australia and New Zealand. Whilst customer experience teams are becoming smaller, the remit of these teams are becoming broader and more complex. Here’s how you can maximise efficiency with a small customer experience team: Democratise Data.

How To 52

How To Return on Investment Sports eBook 52

Talkdesk

JANUARY 12, 2018

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option. In fact, a recent Avanade report found that in the US, there is a $3 return on investment for every $1 invested in the customer experience.

Contact Center 40

Contact Center Return on Investment eBook Roadmap 40

Talkdesk

JANUARY 12, 2018

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option. In fact, a recent Avanade report found that in the US, there is a $3 return on investment for every $1 invested in the customer experience.

Contact Center 40

Contact Center Return on Investment eBook Roadmap 40

GetFeedback

FEBRUARY 15, 2019

Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? Net Promoter Score is a trusted measure of customer loyalty. It can help companies understand their audiences by quantifying customer sentiment toward products and services.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150