Gainsight

OCTOBER 5, 2022

The time to get serious about risk and renewal management is now—before customers start to slash budget. Sophisticated digital tools can manage relationships at scale, with limited resources. With that goal in mind, here are some relationship-building strategies you can put in motion right now to prepare for a potential downturn. .

Customer relationships 59

Customer relationships Roadmap Customer Success eBook 59

ClientSuccess

NOVEMBER 22, 2021

But did you know sentiment management can also be a customer marketing focus? Surveys are a great way to collect customer sentiment and feedback throughout their journey for multiple reasons, the most significant being that they provide a distanced (aka not face-to-face) channel to deliver straightforward, unbiased input.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

GetFeedback

FEBRUARY 15, 2019

Companies can identify which areas of business are performing well versus poorly by examining customer feedback from each phase. They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. Their feedback can inform strategy and customer communications. Who are they?

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

Centercode

FEBRUARY 18, 2021

Half of test managers report that finding time to manage tests is difficult (That’s unsurprising when 84% are juggling beta test management alongside their primary responsibilities). More than half are struggling to meet participation requirements and collect useful feedback. Read the Ebook.

eBook 59

eBook Wireless Fashion Social Media 59

Centercode

JUNE 4, 2019

The feedback you get won’t be an accurate reflection of your true customer experience. Consider, for example, that the Oculus Quest has a hardware component, software component, the Oculus mobile app, and its own internal app store where players can purchase and manage their games. Collecting Feedback from Actual Customers.

eBook 66

eBook User Experience Roadmap System 66

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. Gather and prioritize product feedback all in one place. Explain and discuss product developments, releases, and decisions. t wears that never gave them the con?dence

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

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. Collect in-app feedback to get a pulse on end-user experience. People (and how to manage them). A natural project manager. Upgrade the NPS program.

Effort Score 52

Effort Score Roadmap Touchpoint Analysis 52

ClientSuccess

MARCH 8, 2018

These conversations should include data driven feedback that helps product determine impact and priority of the feedback. Take Customer Feedback Seriously. When a customer provides feedback or suggestions for the product or services, or even feedback on internal processes or team members, it should never be ignored.

Customer Success 40

Customer Success eBook Roadmap Feedback 40

Qualtrics

FEBRUARY 4, 2021

We can manage projects from home, meet face-to-face across continents, and send emails at the bus stop. Improved efficiency: artificial intelligence drives everything from chatbots to customer feedback to deliver the best service possible, while robotics save time and effort and increase productivity.

Employee Experience 26

Employee Experience Abandon Rate Return on Investment Technology 26

ChurnZero

MARCH 31, 2020

This all owed customers to passively give direct feedback and Untappd to collect the needed information for customer segmentation. Customer Success Managers don’t want to contribute to email fatigue, but they also don’t want to be silent. How do you balance customer communications during a crisis?

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

ClientSuccess

NOVEMBER 16, 2017

We’re lucky to have this week’s frontline Customer Success Manager (CSM) best practice come from Mieke Maes of Intuo. Mieke has been a Customer Success Manager for Intuo since August 2017, but brings with her nearly 3 years of Customer Success experience! From : Mieke Maes , Customer Success Manager. Feedback is a gift.

Leadership 47

Leadership eBook Customer Success Roadmap 47

ClientSuccess

SEPTEMBER 15, 2018

More often than not, these departments fall within the same broader department, often managed by a Chief Revenue Officer or VP of Sales who is in charge of all revenue streams. eBooks: Ultimate Guide to SaaS Customer Success Metrics. Customer-Focused Campaigns. What do you think of including other teams in customer success planning?

Customer Success 40

Customer Success Strategy Marketing eBook 40

ChurnZero

DECEMBER 20, 2019

The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. Bri Adams , Customer Success Manager , ChurnZero . Jay Nathan , Founder & Managing Partner, Customer Imperative . Is it retention, expansion, advocacy, product feedback, or service delivery?

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

InMoment XI

JANUARY 2, 2023

CX managers first determine what a positive customer experience entails for their target clients, theorize and implement changes they believe will have the most impact, and use results to optimize each customer interaction. ,” so you also get rich qualitative feedback that can guide improvement efforts from product to support to marketing.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

Wootric CX Blog

FEBRUARY 11, 2019

Essentially, it’s the execution of the strategy,” says Beata Kovacs (Bea for short), a London-based trainer who works with product managers and their teams to make better decisions for faster work, higher efficiency, and maximum value to customers. Learn how to obtain the right feedback and understand customer desires and expectations.

Metrics 73

Metrics Effort Score eBook Roadmap 73

ClientSuccess

JULY 23, 2019

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. This idea of change management requires that we try to understand what our customers are solving for. To give us an even better solution.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

ClientSuccess

AUGUST 27, 2019

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. Once this is understood, I’d recommend speaking with customers to collect feedback about what success actually looks like. How has it helped you?

Software 40

Software Customer Success Culture Customers 40

ClientSuccess

APRIL 20, 2017

Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service. Paul’s first foray into the world of Customer Success included managing customers and delivering Market Research. The Rise of SaaS and Customer Success.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

GetFeedback

DECEMBER 21, 2018

Here are 40 customer retention statistics that reinforce the growing need for customer experience management. In fact, according to Econsultancy’s Digital Trends 2018 report, 45% of companies cite content and experience management as their number one priority. Ask your customers for feedback. Customer Retention by the Numbers.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. How can I fix it? How can I fix it?

Contact Center 111

Contact Center Tips Management Call Center 111

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. It is said that by 2020, customers will be able to manage 85% of the relationship with a business without any human interaction.

Social Media 51

Social Media Effort Score Metrics Customers 51

Gainsight

OCTOBER 18, 2022

A big umbrella is a significant management task. . Intuition drives new product suggestions, existing customers become alienated because they get less support, and product managers spend their time fielding potentially contradictory feedback from coworkers, executives, and users. Churn increases.

Connections 52

Connections Roadmap Analytics eBook 52

Comm100

FEBRUARY 7, 2018

Will the vendor provide tools for custom knowledge management within your organization? Will the vendor support deep customer database customization, including custom lead and contact management? Will your team have the opportunity to contribute to the product roadmap of the support tool by submitting ideas to the vendor?

Software 102

Software Customer Engagement Engagement Social Media 102

Ecrion

FEBRUARY 24, 2021

Let’s take a look at what makes up a strategic communications plan and how customer communications management (CCM) can help the process. Every organization needs a roadmap to guide them toward their goals, and a Strategic Communications Plan is the roadmap of a company’s communications efforts. What Is a Strategic. more on ccm.

Communication 52

Communication Customer Journeys Roadmap Omni-Channel 52

Gainsight

JANUARY 30, 2023

By Tori Jeffcoat, Senior Product Marketing Manager, Gainsight. It’s also when they are most likely to give meaningful feedback. Reorienting your digital product experience around the needs of a customer doesn’t have to be complicated, but a roadmap can help any business get started. Life used to be predictable.

Self Service 52

Self Service e-support Survey NPS 52

ClientSuccess

SEPTEMBER 24, 2019

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. So one of the things I’ve tried to and continue to do is instill collaboration beyond the customer success management team.

Customer Success 40

Customer Success Culture Leadership NPS 40

Gainsight

NOVEMBER 15, 2021

Lane Holt, our Director of Customer Success , explained it best when she said the most critical question to ask yourself is, “What can we do to make it easier for Customer Success Managers (CSMs) to be CSMs?” Product can use direct feedback from customers to inform new features. Visibility. Experience. Efficiency.

Metrics 52

Metrics Measurement Customer Success eBook 52

Influitive

MAY 19, 2016

In this eBook, you’ll learn how to turn finance professionals into advocates by: Finding out what really motivates them. They speak in numbers,” says Chrissy Werner , Senior Marketing Manager at Billtrust. The secrets to engaging finance advocates. Understanding the key challenges they face. Keep posts short and to the point.”.

Engagement 40

Engagement eBook Infographics Roadmap 40

Pointillist

JULY 25, 2018

The Champion may or may not be the Project Manager (if not, then make sure to recruit an experienced project manager to organize the project and keep everything on track!). Those Users that the Stakeholders trust for unvarnished feedback should have enough hands-on experience to be able to provide meaningful feedback.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43

SurveySparrow

MARCH 16, 2019

If your clients need some assistance with collecting feedback (which, in our experience, all companies crave), you’ve found your gold! SproutSocial is all about social media management solution and their partnership program caters to the agencies as well as their clients. SproutSocial Agency Partner Program.

Marketing 75

Marketing Social Media e-support Video 75