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. English explained how enterprises can bridge a digital gap by engaging in a Discovery Workshop. Check out our eBook, Fundamentals of Digital Transformation.

Roadmap 63

Roadmap eBook Exercises Strategy 63

Gainsight

APRIL 21, 2022

We compiled our best Product Experience resources from last year, from blogs, ebooks, and webinars. Creating a Product Roadmap? In-App Engagements and Product Communications. If your company has its eye on the sacred hypergrowth status and you are investing in product-led growth, Gainsight has good news for you.

Resources 52

Resources Handbook eBook Government 52

ClientSuccess

NOVEMBER 22, 2021

Customer Engagement. Customers and their responses can feed the product roadmap, serve as advocates, and support additional customer marketing efforts. eBook: 5 Ways To Surprise & Delight Your Customers. Customer marketing programs can be instrumental in supporting Voice of Customer initiatives, in addition to: Usage Data.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

ChurnZero

DECEMBER 6, 2019

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. . Advice from Customer Success Experts: Best Practices for Year-End Planning eBook.

eBook 80

eBook Roadmap Customer Success Tips 80

Think Customers

DECEMBER 13, 2021

Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace. Start with research and journey mapping to create a visual representation of the path your customers take when they engage with your brand. Renewing your CX vows begins with the basics.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

InnerTrends

MAY 23, 2018

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. You can also read more about engagement scoring here.

Marketing 73

Marketing Net Promoter Score eBook NPS 73

Gainsight

MAY 3, 2022

With that info, you could add engagements or adjust your product roadmap, building a bridge to more frequent upgrades. For instance, if you just launched a new feature, you can use in-product analytics to see whether or not users are engaging with your new launch. It lifts retention. Ready to get started?

Handbook 52

Handbook Roadmap User Experience Metrics 52

Comm100

APRIL 17, 2018

Furthermore, customers like leaving feedback because they like feeling engaged and involved with changes at the company. Create some simple boards like “Product ideas,” “Coming up” and “Roadmap” to get the ball rolling. Each employee gets a feel for the priorities, roadmap and keeps tabs on new requests. Craft Personal Emails.

Feedback 196

Feedback How To Roadmap Survey 196

Centercode

OCTOBER 29, 2019

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.). Presentations will run daily from 8 a.m. Your free ticket includes: Live and on-demand access to all conference presentations.

Conference 58

Conference eBook Roadmap Travel 58

Centercode

NOVEMBER 20, 2019

To adapt your roadmap and iterate on your product so that it continuously aligns with your audience’s needs, it’s important that your testers reflect the demographics, psychographics, and technographics of your target market. Download the Delta Testing 101 Ebook.

Consumers 56

Consumers eBook Roadmap Retail 56

ChurnZero

APRIL 8, 2020

When it comes to product development, weighing customer ideas and feature requests against your own vision and priorities on the roadmap is always a delicate balancing act. Engage customers with rewards, badges, and gamification features. Address customer concerns head on, offering transparency and the opportunity to build trust.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

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. CX technology can help financial service CX strategies focus on anticipating customers’ needs.

Financial 56

Financial Banking Multi-Channel Travel 56

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

Playvox

JANUARY 11, 2024

While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). In addition, WFM solutions can provide agent-level tracking to help with performance management and agent engagement.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

CSM Practice

FEBRUARY 15, 2019

It’s a reactive model that’s becoming less and less effective at engaging new clientele and retaining old customers. They want to see who’s leaving and understand why, as well as track how new customer engagement is progressing. High advocacy rates, references, your product roadmap, etc. Maximizing Monetary Value.

Customer Success 49

Customer Success eBook Roadmap Customer Journeys 49

Wootric CX Blog

MARCH 1, 2020

The goal is a unified view of the customer journey, and the implementation roadmap looks something like this: Switch support service + send CSAT surveys after each closure. A big part of the Chosen One’s role is to motivate stakeholders to engage and move the project forward. Upgrade the NPS program. People skills are key.

Effort Score 52

Effort Score Roadmap Touchpoint Analysis 52

CSM Practice

FEBRUARY 15, 2019

It’s a reactive model that’s becoming less and less effective at engaging new clientele and retaining old customers. They want to see who’s leaving and understand why, as well as track how new customer engagement is progressing. High advocacy rates, references, your product roadmap, etc. Maximizing Monetary Value.

Customer Success 53

Customer Success eBook Roadmap Customer Journeys 53

GetFeedback

FEBRUARY 15, 2019

They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. This gives you a sense of public brand perception —the first impression your company is sending after initial engagement. Who are they? How to use NPS. These people haven’t made a purchase yet. New Customers.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

ClientSuccess

MARCH 8, 2018

Many times the conversation between product and customer success teams begins like this: how engaged are our users or are they using our software? These meetings can be formal or informal (just a couple well-engaged accounts, for instance) but in every case they should involve members of customer success teams as well as product teams.

Customer Success 40

Customer Success eBook Roadmap Feedback 40

BlueOcean

SEPTEMBER 17, 2020

It’s always been critical to ensure that training does not result in death by Powerpoint, but these days it is more important than ever to keep training engaging. Learn more by grabbing our free eBook about strategic partnerships here. You can’t cut corners – good training produces confident, capable agents. You deserve it.

Customer Care 156

Customer Care Roadmap Training Call Recording 156

ChurnZero

MARCH 31, 2020

Customers who were highly active and engaged prior to COVID-19, may now be experiencing something completely different. To avoid contract pauses, they’ve gotten creative with how they add value in other ways, such as helping with their customers’ social engagement strategy and promoting virtual happy hours.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

ClientSuccess

OCTOBER 10, 2017

There might not be as much 1:1 engagement between the customer and a CSM here, but that doesn’t mean customer success can’t have a role during this stage. This is also the stage where CSMs should be closely tracking and measuring specific metrics, such as engagement (How many people show up for kick off or onboarding calls?),

Metrics 40

Metrics How To Effort Score Customer Success 40

ChurnZero

DECEMBER 20, 2019

And be prepared to offer real numbers (additional revenue, increased engagement , and satisfaction) as part of your pitch; make sure your leadership understands the real value behind the vision. . . Personalized engagement at scale (sans first-name mail merges) optimize business impact . So, in comes automation.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Qualtrics

FEBRUARY 4, 2021

With many workforces currently dispersed, technology plays a crucial role in driving engagement , development , productivity and belonging across these areas of employee experience: Organizational experiences: How people interact and work with their manager, their teams, and within the workplace culture. Download Ebook.

Employee Experience 26

Employee Experience Abandon Rate Return on Investment Technology 26

ClientSuccess

SEPTEMBER 15, 2018

The synergy between the teams must exist to make sure Sales isn’t ‘ overselling their boundaries ’ which happens when sales sells something that isn’t actually in the product, or hasn’t yet been released to the roadmap. eBooks: Ultimate Guide to SaaS Customer Success Metrics. Have you seen success with this method?

Customer Success 40

Customer Success Strategy Marketing eBook 40

ChurnZero

JANUARY 10, 2020

And if you’re considering the role yourself, check out our eBook: The Future CCO , for firsthand advice from industry leaders on what it takes to become a Chief Customer Officer. . Her responsibilities will be to deliver an industry-leading customer engagement model that sets the standard in cybersecurity for customer satisfaction. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

Wootric CX Blog

FEBRUARY 11, 2019

And the only way to make them is to make sure that everyone understands the reasons behind the ‘why, what, how, when’ The main goal should be to extend these questions beyond the roadmap and feature ideas. Get the ebook, CX FOR EVERY STAGE: How to scale your Voice of Customer program from startup to enterprise.

Metrics 73

Metrics Effort Score eBook Roadmap 73

Qualtrics

APRIL 27, 2020

What is unusual about the current surge is that it is unprecedented - just about every organization everywhere in the world is affected, and their roadmap for the year ahead is having to be re-written. Instead of dealing with menial tasks, they’ll be more engaged to make a positive impact. Happy customers mean a happy workforce.

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

Comm100

FEBRUARY 7, 2018

Choosing a customer engagement software solution can be daunting. By keeping this list in sight during research — or using it to ask your vendor questions during a sales pitch — you will be able to avoid hidden drawbacks and make an informed decision about which customer engagement solution is right for your company.

Software 103

Software Customer Engagement Engagement Social Media 103

InMoment XI

APRIL 3, 2024

If you want your company’s services to rise to the top, then you need to provide a seamless, engaging, and robust digital customer experience that will make consumers choose you over other competitors that are just one click away. A well-designed digital experience can increase customer engagement and interaction with a brand.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

Responsetek

MAY 4, 2018

Proximity: making behavioural options easier (or harder) to engage with, requiring reduced (or increased) effort. THE ROADMAP. Download eBook. Sizing: changing the size or quantity of the product. Availability: adding behavioural options within a given microenvironment.

CEM 40

CEM Consumers eBook Roadmap 40

ClientSuccess

JULY 23, 2019

We then present a proposed roadmap of tactics that will help drive the overall strategy forward. Another recommendation I’d give is to learn your audience and evaluate customers for the right level of engagement. Key things to look at are level of engagement, ARR, expansion opportunities. Question 3. Question 5.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

ClientSuccess

AUGUST 27, 2019

Ultimately, this was a lesson in preparation; now I make a conscious effort to understand as much as I can about a customer before actually engaging with them. On the other hand, salespeople might be able to help customer success with clients who have stopped engaging with us. The ability to build relationships. Question 5.

Software 40

Software Customer Success Culture Customers 40

ClientSuccess

DECEMBER 18, 2017

Our roadmap for hiring, product development, and employee programs were based on this particular contract renewing. We found and engaged already authentic influencers through social media, retail, and professional teams. In the weeks prior to the renewal, our team had met with the executives at the brand and all seemed well.

Leadership 41

Leadership Competitive Advantage Customer Success Loyalty 41

SurveySparrow

SEPTEMBER 6, 2019

The Customer Lifetime Value of a customer is not found out to increase the number point-blank but to help you build customer acquisition strategies as well as craft a roadmap for customer retention. The way you calculate your Customer Lifetime Value depends on your business model. How difficult would that be? 7 Create a knowledge base.

Social Media 51

Social Media Effort Score Metrics Customers 51

Gainsight

OCTOBER 18, 2022

Product roadmaps overflow with suggestions, making future planning increasingly difficult. As companies increase engagement, newcomers and unpaid users are more likely to convert into paid users, saving companies ever-growing acquisition costs. . Churn increases. Product analytics helps companies grow.

Connections 52

Connections Roadmap Analytics eBook 52

ClientSuccess

SEPTEMBER 8, 2020

If a customer is looking to achieve a specific adoption percentage, every stage of the customer journey should highlight adoption and engagement on the platform. Many times, SaaS vendor’s strategic roadmap tends to shift and change based on the requirements of enterprise accounts. eBook: How to Build a Scale a Customer Success Team.

Customer Journeys 52

Customer Journeys Management eBook Case Study 52