Gainsight

FEBRUARY 26, 2024

User journeys can include granular mapping to key features, re-engagement if users go dark in your product, and outreach such as one-to-many webinars or feature release notifications. Most organizations have elements of these journeys but lack a cohesive way to orchestrate—and measure the impact of—their digital efforts.

How To 52

How To NPS Effort Score Touchpoint 52

ClientSuccess

NOVEMBER 22, 2021

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. Customers and their responses can feed the product roadmap, serve as advocates, and support additional customer marketing efforts.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

Gainsight

JULY 26, 2022

This product experience imperative was the exact topic of the Catapult webinar with Morgan Redwine from Dealerware. . Capture Timely Feedback: Most CS leaders are on board with the importance of collecting regular NPS and CSAT data. Product experience is a primary driver of customer experience.

NPS 59

NPS Effort Score Training Roadmap 59

Amity

MAY 4, 2016

One question CSMs often ask themselves is, “How can I scale the number of customers served, without sacrificing loyalty, user feedback and one-on-one focused training?” Think about how much effort you exert every day. What Can You Do to Reduce Customer Effort Today? Ustream (Score = 2430). Splashtop Inc.

Customer Base 48

Customer Base Tools Effort Score Roadmap 48

Wootric CX Blog

SEPTEMBER 2, 2020

If you struggle to create customer advocates – customers who consistently refer your product, who happily and even voluntarily provide testimonials and glowing reviews, and are fiercely loyal to your brand – here’s one thing that will improve your customer advocacy efforts: Get every employee in your organization to care about the customer.

Net Promoter Score 59

Net Promoter Score Customer Centricity Effort Score Roadmap 59

Wootric CX Blog

DECEMBER 9, 2020

Over the past decade, they had made several small efforts that had not gained traction. During the webinar, he laid out planning elements you need to consider when building your CX program. They used the Listen, Learn, and Act framework, to: Gather customer feedback by delivering micro surveys at key touchpoints.

Banking 52

Banking How To Effort Score Culture 52

SurveySensum

OCTOBER 5, 2020

It will tell you at what different stages you should launch customer surveys to collect feedback. . At what touchpoints and milestones should you launch feedback surveys? What is the type of feedback questions you should ask at each milestone? Click here to know more about customer effort score. CSAT Survey.

Customer Journeys 52

Customer Journeys B2B Survey Net Promoter Score 52

ProProfs Chat

SEPTEMBER 13, 2019

Onboard your customers and teach how they can use your product to: save your time and effort, . Two of the best ways to drive feature adoption are: by educating your customers (either through blog, webinars or any other type of content). Customer Satisfaction Score (CSAT). Net-Promoter Score (NPS). Begin with onboarding.

Customer Service 55

Customer Service Omni-Channel Net Promoter Score Knowledge Base 55

Gainsight

OCTOBER 17, 2019

Nothing quantifiable—highlights in releases, roadmaps, tradeoffs. Customer Success: retention, health scores, etc. From a board member’s perspective, it’s hard to provide feedback other than “great job” if parts of the agenda aren’t quantified. Every board and company presents Product a little differently.

Metrics 45

Metrics Meeting NPS Effort Score 45

Amity

OCTOBER 12, 2017

I place a great deal of time and effort on the recruiting, hiring, onboarding and ongoing enablement of my CS team members. Customer health scoring. Best practice webinars. Net Promoter Score (NPS) surveys. Cross-functional initiatives such as CS/Product collaboration on the product roadmap. Customer onboarding.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

CSM Practice

JANUARY 1, 2017

When migrating customers from on-premise to SaaS we made efforts to make the SaaS version appealing. When migrating customers from on-premise to SaaS, we placed a big emphasis on product functionality, and we made efforts to make the SaaS version appealing in order to encourage our customers to move away from their on-premise platform.

Customer Success 58

Customer Success Metrics e-support Customers 58

Amity

OCTOBER 12, 2017

I place a great deal of time and effort on the recruiting, hiring, onboarding and ongoing enablement of my CS team members. Customer health scoring. Best practice webinars. Net Promoter Score (NPS) surveys. Cross-functional initiatives such as CS/Product collaboration on the product roadmap. Customer onboarding.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

Grade.us

JUNE 2, 2020

We don't have a native mobile app, and it's not currently on our development roadmap (our web app is fully responsive and optimized for mobile though). GatherUp has the standard ORM and CX features — request and respond to reviews, monitor listings, send and receive surveys, manage customer feedback and support, etc. Auto-tagging.

Software 47

Software Management Net Promoter Score Multi-Channel 47

Pointillist

JULY 25, 2018

Those Users that the Stakeholders trust for unvarnished feedback should have enough hands-on experience to be able to provide meaningful feedback. Appreciate that this is a long-term effort and while some early adopters will be immediately enthusiastic, others may take longer.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43

Amity

OCTOBER 31, 2016

So we work with our engineering team to ensure we're developing customer-centric features and that customer feedback is being regularly incorporated into our platform. Our marketing team plays a key role in this but also makes an effort to include us in our own marketing processes. We live and breathe marketing.

Customer Success 0

Customer Success Customers Metrics Sales 0

SmartKarrot

JUNE 30, 2021

Customer feedback , responses, and engagement is critical to understand customers better. This information needs to be via personalized engagement, webinars, digital communications, interactions face to face, and more. How to know where to improve? Well, that’s simple. Just ask your customers. Communicate in a relevant manner.

Social Media 10

Social Media Roadmap Customer Success Metrics 10

Gainsight

MAY 3, 2020

Remote work, a rapidly shifting product roadmap, and a demand to support existing customers have led to a tighter integration to improve retention. During this webinar we focused on three ways to drive this alignment: Product Analytics and Customer Context . In-App Guides/Survey. Efficient and Scalable Communication.

Customer Success 59

Customer Success Customer Experience Roadmap ROI 59