Centercode

DECEMBER 22, 2020

Between all the ebooks, reports, webinars, virtual events, and articles we’ve put out in 2020, here are the pieces we think did the best job of helping testing pros succeed in four key areas: increasing efficiency, engaging testers, adapting to changes, and learning from industry leaders. Other Highlights. Other Highlights.

eBook 75

eBook Case Study ROI Roadmap 75

NetBase

OCTOBER 12, 2018

Which metrics matter most as you strive to change that statistic? We talked about 11 social media metrics worth mastering in a recent Adweek webinar. These are all aspects of Engagement you can measure – but you need a bit of help from our next metric to really get down to what’s driving the conversation. What’s trending?

Social Media 49

Social Media Analytics Metrics Airlines 49

Lithium

JUNE 2, 2021

Learn about our recent product enhancements and check out what’s coming soon on the Khoros Roadmap. Marketing Roadmap Deep Dive (On-Demand Recording) Review our deep dive into the Marketing Roadmap! Webinars & Events. Khoros Roadmap Webinar Tuesday, June 8 • Register today!

Roadmap 52

Roadmap B2C Culture B2B 52

Customer Bliss

NOVEMBER 15, 2018

1 – Look Deeper than Surface-Level Metrics. When starting out in her role as Vice President and CXO, Samantha spent a lot of time with the sales team at events and quickly learned from them that the Co-op’s products and services weren’t up to par with customer needs. Co-op Financial is essentially a B2B, to C company.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Customer Bliss

AUGUST 3, 2018

Unfortunately, in some places, there’s still a lack of trust in the metrics and cost-benefit analysis that experience officers are putting against investments they’re proposing to the C-Suite. Metrics tools are great but don’t forget about the human element. There’s still a need to raise the game on the science.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Gainsight

FEBRUARY 21, 2020

Before your next roadmap planning meeting, make sure you’re not making any of the following product experience mistakes and make fixing them a priority. Are you holding a user event? Set up an in-app engagement for users within a radius of the event urging them to register. How do you prioritize your product roadmap?

Case Study 89

Case Study Roadmap Study Feedback 89

Lithium

MAY 4, 2021

The event for digital leaders is back! We've designed this virtual event for digital transformation professionals who want to begin their shift to digital-first approaches or those who are well on their way. Webinars & Events. Paid & Organic Reporting Thursday, May 27 • Register today! Register Now. Apple iOS 14.5

Conference 52

Conference Analytics Social Media Roadmap 52

AWS Machine Learning

NOVEMBER 22, 2022

Traditionally, this data is collected via a batch process and sent to a data warehouse for storage, analysis, and reporting, and is made available to decision-makers after several hours, if not days. Companies streaming online movies (OTT platforms), live concerts, or sports events. Financial institutions. Solution overview.

Analysis 68

Analysis CRM System Groups 68

Gainsight

APRIL 14, 2022

One final sign that you need to call in the CS ops big guns is when your executive team is starting to request CS metrics be presented at your company’s board meetings. Where Does CS Ops Report To? One question we get asked a lot: Where should CS Ops report? Oversee all data science and reporting. Experience as a CSM/AE.

Chief Customer Officer 52

Chief Customer Officer Leadership Report Customer Success 52

Gainsight

JULY 5, 2022

Every journey begins with a roadmap, and every business motion starts with a strategy. Their purpose is to align the business goals with strategic CS goals and create a roadmap to make those outcomes possible. Their purpose is to align the business goals with strategic CS goals and create a roadmap to make those outcomes possible.

Roadmap 59

Roadmap Return on Investment Customer Journeys Customer Success 59

SurveyGizmo

DECEMBER 21, 2022

In short, tracking customer sentiment helps you understand three major metrics: Overall customer satisfaction, loyalty, and engagement intent. Our customers are seeing high response rates for in-app surveys because they set events to trigger a survey at the most opportune time (i.e.

Customer Engagement 52

Customer Engagement Feedback Engagement How To 52

Totango

MARCH 12, 2019

The good news is that onboarding in the digital era has become easier; interactions happen faster, communication is streamlined, and customer success software can notify you of important events. Follow a Roadmap Established by Customer Success Software. Document every customer interaction and automate tasks.

Roadmap 80

Roadmap Software Fashion Comparison 80

SurveySensum

OCTOBER 17, 2023

Yes, robust dashboards and powerful reporting are there for comprehensive data viewing and sharing the data with relevant stakeholders. It enables users to create detailed and customized reports. And not just that, all this feedback is gathered in real-time and analyzed with an AI-enabled text Analysis Tool in just a few minutes.

Feedback 52

Feedback Tools Management Knowledge Base 52

Gainsight

NOVEMBER 23, 2020

Operational reporting. The more you can tie to specific business goals or metrics, the better. Together, we’ve mapped out a three-year roadmap for the CS org. Based on this long term roadmap, we translate specific goals into projects that become Epics tracked in GitLab. . Here’s our Roadmap ( PDF link ).

Customer Success 52

Customer Success Roadmap Handbook Financial 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. Segment events and send it all back to Salesforce, and beyond for action. Segment events and send it all back to Salesforce, and beyond for action.

Effort Score 52

Effort Score Roadmap Touchpoint Analysis 52

Clarabridge

MAY 9, 2018

Our tenth annual Clarabridge Customer Connections Conference (C3) event kicked off Tuesday morning in the nation’s capitol at the Gaylord National Convention Center, right in Clarabridge’s backyard. With a roadmap to success, of course! With a roadmap to success, of course!

CEM 40

CEM Roadmap Contact Center Conference 40

SmartKarrot

DECEMBER 1, 2022

Manage software defects reported by clients, log them into a defect tracking system and work with client support managers for resolution. Set clear metrics and goals for the team and individual efficiency as well as client success. Manage and pilot fundraising campaigns for the partners’ events. Apply here: [link].

Customer Success 19

Customer Success Roadmap Metrics System 19

Magellan Solutions

AUGUST 31, 2022

7 EXAMPLES OF OUTSOURCING FAILURES: REAL LIFE EVENTS . The event involving IBM and Queensland Health Department, puts the spotlight on examples of bad outsourcing. Establish a precise process for emergency actions to be taken in the event of system breakdowns. Source: Magellan Solutions. 1) IBM & THE TEXAS STATE. CASE STUDY.

Examples 75

Examples Case Study How To Banking 75

Circular Edge

DECEMBER 13, 2022

This makes access challenging for yearly audits or to recover records in the event of a malware attack or other incident. Analytics systems help confirm the known and uncover what was not known, with multidimensional reporting that drills through current and historical transaction detail. Who benefits?

Data 52

Data Competitive Advantage Multi-Channel Analytics 52

Thematic

DECEMBER 5, 2018

To enable these actions, customer retention analytics provide predictive metrics of which customers might churn — which enables them to get ahead of it. It mainly looks to past events, focusing on causal relationships and sequences. Develop a data roadmap and stick to it. Why is customer retention important? Outcome Analytics.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

ChurnZero

JULY 12, 2019

Successful applications can easily prove the value they provide (from the onboarding phase on), keep reminding users of what they’ve achieved and how their situation has improved while accessing a particular service, and lead customers to success by effectively impacting metrics and KPIs. Your roadmap can partially influence that.

Customer Success 75

Customer Success Customer Experience How To Roadmap 75

Gainsight

JUNE 11, 2021

Major Takeaways: Onboarding is the perfect time to understand your customer, to set clear expectations, to align with the customer’s goals and metrics to ensure they see success, and to empower the customer so they can take ownership right away. The impact will go beyond “Go-Live” events and affect churn, health scores, and LTV.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

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. There are cases when an immediate solution to the encountered issue is not possible, but you took note and have included it in your product roadmap.

Feedback 95

Feedback Effort Score Survey NPS 95

SmartKarrot

MARCH 9, 2021

Create a Customer Advisory Council to influence the business’s strategic direction and longer-term product roadmap. Heavily influence the product roadmap with Product Management through the advocacy of customer needs. Work with Finance to ensure accurate reporting of success metrics.

Customer Success 10

Customer Success Roadmap Metrics Customers 10

Amity

JANUARY 30, 2019

This includes tech stack requirements, roles, customer segmentation, reporting requirements and departments. Then perhaps your CX team should focus on hosting customer events and user groups. They can help to run Product Advisory Groups, user events, and inform the product roadmap, just to name a few examples of many.

Customer Success 61

Customer Success Customer Journeys Customers Training 61

Chattermill

JUNE 3, 2019

Customer Experience Measurement: Which Metrics Should You Focus On? In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. customer experience metrics. Why measuring customer experience metrics matter. by Sam Frampton. on 4 Jun 2019.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

SmartKarrot

JUNE 15, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Parsable As a Vice President of Customer Success, you will drive Customer Success strategy and roadmap to ensure measurable success, retention, and expansion across various industry segments. This could be through video, phone call, or email.

Customer Success 10

Customer Success Case Study Financial Roadmap 10

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

ChurnZero

DECEMBER 20, 2019

Look for 2020 to be a year of CS increasingly reporting to the C-Suite. . . Being able to have difficult conversations with customers, being able to lead customers proactively, and being able to have metrics-driven conversations is what the new Customer Success Manager (CSM) is expected to achieve.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

SmartKarrot

APRIL 22, 2022

Supervising all the internal operations Manage and coordinate with stakeholders Report all important aspects to the CEO Analyze business metrics and strategies Minimize risk and ensure departmental growth Monitor various expenditures and resources to ensure budgets are met. Who is the COO? The COO has the following responsibilities-.

Policies 10

Policies Customer Centricity Comparison Roadmap 10

Gainsight

JUNE 17, 2021

As you look to save time and gain optimal focus on your product roadmap strategy, we’ll dig into the top five reports to help you balance feedback, fuel better decisions, and build your product road map. What reports should you consider when building your road map? Here are the five best reports for building your road map: 1.

Report 52

Report Management Analysis Return on Investment 52

Retently

FEBRUARY 21, 2024

Understanding your marketing channels Having a clear understanding of your marketing channels is like having a roadmap to guide your marketing efforts. Likewise, for companies using traditional marketing methods, these surveys can assess the impact of non-digital efforts like flyers and in-person events. How Did You Hear About Us?”

Survey 78

Survey Social Media Advertising Analysis 78

Grade.us

SEPTEMBER 10, 2019

We recommend every agency establish a clear set of guidelines for every phase of service, like a roadmap for where the project is headed. Phase three: Advanced Reporting, or I.D.E.A. The last part of our process is Execution and Advanced Reporting. Here's a starter set of metrics you can track. Users per channel (i.e.,

Management 24

Management Marketing How To Social Media 24

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. Because if you don’t know what your customers need and expect, then how would you be able to serve them better?

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. Because if you don’t know what your customers need and expect, then how would you be able to serve them better?

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

GetFeedback

JULY 29, 2019

Surveying should not be a one-off event, and feedback can come from many different places. Instead, use existing processes such as product standups, defect tracking, roadmap planning, or market assessment meetings to notify stakeholders about relevant feedback. Report to your organization. Repeatability.

Survey 150

Survey Feedback How To Net Promoter Score 150

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Real-time data is handled by a separate, dedicated real-time engine that feeds a set of separate reports.

Contact Center 140

Contact Center Social Media Roadmap Report 140