Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. How is NPS increase related to revenue increase or reduced churn? What does the company want to achieve?

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Lithium

NOVEMBER 1, 2022

It’s Me Care: A Cost Savings Series from Khoros A few years ago, a Khoros customer found truly stunning success while using the Care platform, even when the odds were stacked against them with a vast influx of volume during a nationwide event and promotion. Manage View Updates. So, how did they do it? Was it the stars aligning?

Roadmap 52

Roadmap ROI Social Media Contact Center 52

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. Here are six critical product management KPI’s (Key Performance Indicators) that every product manager should know.

Metrics 65

Metrics Net Promoter Score Management How To 65

Lithium

DECEMBER 6, 2022

Event recap: Forrester CX NA Conference 2022 Recapping the emerging trends in one event shows the level of care and understanding Khoros strives to deliver to our customers and, by extension, your current and future customers. For some community managers, this question isn’t of massive importance. Upcoming. Available On-demand.

Social Media 52

Social Media Roadmap Trends Hospitality 52

ChurnZero

FEBRUARY 26, 2021

Director of Customer Success at Nylas explains that since they have a highly technical product, their customers often benefit from talking directly to Product Managers who help facilitate conversations around more complex and painful customer issues. Take the initiative to align on your product roadmap. Matt Kearns, Sr.

Customer Success 59

Customer Success Company Management Roadmap 59

Totango

FEBRUARY 23, 2023

CS operations can help you measure and manage Net Promoter Score (NPS), customer satisfaction scores (CSAT), utilization and adoption, and support tickets and escalations. How does that help you better forecast opportunities for expansion, preemptively identify and proactively address risk, or shape the roadmap?” Challenges?

Tips 84

Tips Net Promoter Score Metrics NPS 84

Retently

MAY 2, 2023

The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES. What is NPS, CSAT, and CES? Before we get to the implementation itself, let’s define what exactly NPS, CSAT, and CES mean. NPS is one of the most popular metrics and measures customer loyalty.

Customer Journeys 142

Customer Journeys Survey Effort Score NPS 142

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. An Interview For Change: Khoros Expert Opinion on Change Management Change management is complex and could make or break changes in process or strategy. Beyond the Roadmap: TikTok & Talkwalker Deep Dive Watch now.

Multi-Channel 52

Multi-Channel Leadership Guidelines Roadmap 52

Wootric CX Blog

DECEMBER 16, 2020

One user engagement strategy you can use to boost your customer retention is to make use of the Net Promoter Score (NPS) system. NPS is a metric designed to measure customer experience. In order to get your NPS, you take the detractors away from the promoters. Promoters – Detractors = NPS. Image Source.

Net Promoter Score 52

Net Promoter Score Customer Retention How To NPS 52

Customer Bliss

AUGUST 15, 2017

After leading the Customer Relations team for Thomas Cook in Germany she built up and developed an industry-leading Quality Management function for the whole Group with a focus on continuously improving the companies’ hotel portfolio and helping hotels to improve their quality and their customer experience by working actively with Customer feedback.

Travel 204

Travel Industry Hotels Customer Journeys 204

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Moderation and spam management. Expanded omni-channel CSAT and NPS surveys. Khoros Communities.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

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. Upgrade the NPS program. Segment events and send it all back to Salesforce, and beyond for action. People (and how to manage them).

Effort Score 52

Effort Score Roadmap Touchpoint Analysis 52

SurveySensum

JANUARY 5, 2023

Upgrades your product roadmap. You can send any type of surveys such as NPS, CES, CSAT , 360-degree, product, website exit feedback, and much more, with the in-built templates in just a few minutes. . It also integrates with other apps or tools to manage workflows and organize feedback based on filters. . But which one to use?

Tools 52

Tools Feedback Effort Score NPS 52

Retently

JULY 28, 2019

For example, if your Customer Experience Management platform has automation abilities, you can create predefined replies that will be automatically sent out when a certain event is triggered. So, managing churn is paramount. Streamline task management. Luckily, automation can help you with that.

Feedback 88

Feedback Effort Score Survey NPS 88

SurveySparrow

AUGUST 28, 2023

Imagine you’re a marketing manager at a bustling digital agency. You’ve just subscribed to a SaaS platform that promises to revolutionize your project management processes. Net Promoter Score (NPS) : Send out NPS surveys to gauge overall customer satisfaction and identify promoters, passives, and detractors.

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

ChurnZero

AUGUST 30, 2019

Yesterday, ChurnZero had the opportunity to attend and sponsor a brand new SaaStr event called – SaaStr Scale. It was a 1-day turbo-charged event in San Francisco with the best-of-the-best in Sales, Marketing, and Customer Success. We are happy to say it was a great event all around. Totally agree. at Talkdesk.

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

Wootric

AUGUST 29, 2018

Plus, qualitative customer research leads to making data-informed decisions that streamline product management, ensure customer success, and make marketing and sales far more efficient. Product Managers: Why You Should Include Customer Success Milestones in Your User Flow. Segment for easily managing your tools without dev.

Net Promoter Score 65

Net Promoter Score Effort Score NPS Survey 65

Chattermill

SEPTEMBER 3, 2018

The Ultimate Guide to NPS | Chattermill. Using the Net Promoter Score (NPS) to measure customer loyalty has become industry best practise. That’s why the team at Chattermill has put together a guide to help you get started with NPS. The median NPS score is just 16 and typically remain quite low; depending on the industry.

Net Promoter Score 53

Net Promoter Score NPS Effort Score Survey 53

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Moderation and spam management. Expanded omni-channel CSAT and NPS surveys. Khoros Communities.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Moderation and spam management. Expanded omni-channel CSAT and NPS surveys. Khoros Communities.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

SurveySparrow

NOVEMBER 24, 2022

The enterprise feedback management tool SurveySparrow is excellent for businesses of all sizes. You can deploy several types of surveys, including Net Promoter Score (NPS) surveys, Customer Effort Surveys (CES), System Usability Surveys (SUS), exit-intent surveys, Customer Satisfaction (CSAT) survey, etc. Usability Hub.

Net Promoter Score 52

Net Promoter Score Survey Video Feedback 52

SurveyGizmo

DECEMBER 21, 2022

The more you know about a customer’s current emotional state, the more you can tailor your marketing campaigns to provide an engaging, helpful experience and adjust your product roadmap to meet customer needs faster. Keep your surveys targeted on a certain feature or event.

Customer Engagement 52

Customer Engagement Feedback Engagement How To 52

SurveySensum

FEBRUARY 27, 2024

Contrast this with Office B, where your entrance is met with your manager’s reprimand for a minor mistake, colleagues who are uncooperative, and unnecessarily extended working hours. The eNPS is derived from the well-known NPS methodology, which is commonly used in customer satisfaction surveys. Where would you prefer to work?

Metrics 52

Metrics Strategy Employee Engagement Culture 52

Retently

MARCH 5, 2024

Using our tips as a roadmap, you can fine-tune your interactions to ensure they’re effective and resonate well with your clients. By introducing your latest offerings, sharing your brand’s success stories, and inviting customers to participate in events, you can strengthen their bond to your brand and cultivate a community around it.

Feedback 149

Feedback Effort Score Social Media Customer Satisfaction 149

SmartKarrot

NOVEMBER 22, 2021

Role: Customer Success Manager Location: Remote, Houston, TX, US Organization: SpaceQuant As a Customer Success Manager, you will stay up to date with current and prospective customers. Run Quarterly Roadmap Discussions with C-level executives. This is not a sales role!).

Customer Success 19

Customer Success Consulting Roadmap Analysis 19

Gainsight

OCTOBER 23, 2019

If I was to tell you in 2009 that in just a few years there would be a new category of software almost as prolific as CRMs, customer support, and project management software you wouldn’t have believed me. Hugo is used by many customer success teams all over the world and we’re regular speakers and sponsors of industry events like Pulse.

Software 60

Software Customer Success Tools Customer Centricity 60

SmartKarrot

NOVEMBER 26, 2020

Manage cross-functional relationships with leaders in Product, Engineering, Operations, and Marketing to advocate for users and influence the long-term product roadmap. Customer Success Manager Location: Remote, OR, US Organization: Intermedia Cloud Communications As a Sr. testimonials, case studies, attending events).

Customer Success 10

Customer Success Roadmap Case Study Leadership 10

Amity

OCTOBER 12, 2017

I know I felt that way as a Customer Success Manager at Eloqua when I had my 30+ accounts and I felt like I was always online. Your mission should guide and empower your team on what to do if there were no processes or managers. Your mission should guide and empower your team on what to do if there were no processes or managers.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

Kayako

FEBRUARY 14, 2017

Paul Campillo will show you the value of choosing NPS as your next customer feedback questionairre. What is NPS? The companies that achieve outstanding results with NPS build customer feedback into their regular daily operations, and then close the loop by talking directly to customers and taking appropriate action.

NPS 151

NPS Feedback Loyalty Net Promoter Score 151

SmartKarrot

JULY 28, 2021

Work collaboratively with various departments, including Sales (Account Management and New Business), Content, Revenue Operations, Marketing, Finance, Technology, Product, and Design to ensure your team’s needs and the customer’s needs are being met. Oversee the delivery, strategy, and maintenance of the NPS program.

Customer Success 10

Customer Success Roadmap Case Study Customers 10

Amity

OCTOBER 12, 2017

I know I felt that way as a Customer Success Manager at Eloqua when I had my 30+ accounts and I felt like I was always online. Your mission should guide and empower your team on what to do if there were no processes or managers. Your mission should guide and empower your team on what to do if there were no processes or managers.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

SmartKarrot

AUGUST 6, 2021

Help communicate customers’ needs to the Product team and help shape the product roadmap. Develop and execute retention strategies as part of the customer success plan for accounts, in conjunction with Account Managers. Act as a face of the company at trade shows and other key industry events, both virtually and in person.

Customer Success 10

Customer Success Roadmap Touchpoint NPS 10

Customer Alignment

OCTOBER 9, 2017

At the CXPA CX Day event in London earlier this week, we heard a compelling case study, delivered by the worthy 2016 CX Award Winner, Old Mutual Wealth. The impact of ‘Magical Moments’ is tracked through nps and the number of complaints for the period as well as how many joyful moments and cherished memories that have been created.

Customer Centricity 40

Customer Centricity Company Case Study Roadmap 40

SmartKarrot

NOVEMBER 19, 2020

Role: Customer Success Director, North America Location: Newton, MA, US Organization: CyberArk As a Customer Success Director, you will be responsible to accelerate time to value and drive higher product adoption by aligning customer goals to education, adoption roadmaps, and regular engagement with the customer. on usage, NPS), and others.

Customer Success 10

Customer Success Consulting Roadmap Government 10

SmartKarrot

DECEMBER 29, 2020

Apply here: [link] Role: Senior Manager – Customer Success Location: Remote, OR, United States Organization: Nuance Communications As a Senior Manager – Customer Success, you will be accountable for leading the CS team to build and maintain relationships across customer decision-makers and influencers, including at the C-Suite level.

Customer Success 10

Customer Success Case Study Roadmap Touchpoint 10

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 . Dig in and enjoy. . . . Customer results will sell, not features.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Gainsight

SEPTEMBER 4, 2019

If it’s me, here’s what happens: The Customer Success Manager for the client will get a Stakeholder Alignment notification (“Call to Action” in Gainsight lingo) on a regular basis depending on the size of the customer (e.g., We use Gainsight’s NPS survey module to survey our client executives twice a year.

Meeting 17

Meeting Roadmap Feedback Fashion 17