What is a Product Roadmap?


A product roadmap is a high-level, visual representation of the direction your product offering will take over time. Maps are a fundamental part of our lives therefore, a product roadmap isn’t exactly a new concept. Executive-level product roadmaps. Types of Product Roadmaps.

How to Incorporate NPS Feedback into Your Product Roadmap


Just like it’s difficult to drive to a new destination without a definite plan for how to get there, trying to build, launch and market a new product without a clear product roadmap guiding the development process is an exercise in vain. Leverage Each Category of Customer Feedback.

Best Practices To Share Your Product Roadmap With Customers


Deciding how much of your product roadmap - if any - to show your customers can be an area of uncertainty. Your product roadmap is your company’s high-level and strategic goals documented, along with an execution strategy that communicates how you plan on getting there.

Join the Webinar: How to Use Your Product Roadmap as a Communication Tool


Janna Bastow of ProdPad will be joining Kayako’s Dan Wong for a webinar about the benefits of going public with your product roadmap on Thursday December 3rd, 4pm GMT / 11am ET / 8am PT. simplybastow and @gnownad show how to communicate with customers using your product roadmap.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

percent) and direct feedback from customers (39. Revenue and customer feedback are. feedback from. said they rely on direct customer feedback to. feedback is how they solve a crucial problem to a. source of direct customer feedback that. Shorten feedback.

4 Types of Product Analytics You Need to Build a Better Roadmap


Ask, “What’s next on our product roadmap?” Because your customers are the most important source of information when it comes to prioritizing your product roadmap. With the right data, you’ll be able to confidently build a product roadmap that’s backed by your insights.

How top YC companies use insights from data analysis to drive their product roadmap


Using Insights From Quantitative And Qualitative Data To Drive Product Roadmaps. Alyona: So what was your approach for taking insights from all these sources and using them to drive the product roadmap? When I had the opportunity, I would talk to them and ask for feedback.

How To Capitalize On Customer Feedback


One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! How to Collect Customer Feedback.

How Real-Time Customer Feedback Drives Customer Obsession at Fleetio


They rally their entire organization around customer feedback. Fleet Management Software Meets Real-Time Customer Feedback. To say the fleet management industry is complex is a massive understatement. Empowering an Entire Organization with Customer Feedback.

NPS: Achieving Brand Loyalty by Closing the Feedback Loop


Paul Campillo will show you the value of choosing NPS as your next customer feedback questionairre. And I’m still amazed at how too many people and brands neglect this fundamental driver of every great business: feedback. You’re swimming in an ocean of feedback.

How top YC companies use customer insights to drive product roadmap


How to Use Insights To Drive Product Roadmap. Alyona: So what was your approach for taking insights from all these sources and using them to drive the product roadmap? As you start to build out your product roadmap, the team asks themselves: What are we hearing all of the time?

A 6-Year Chief Customer Officer Role Roadmap, With Libby Duane Adams – CB69

Customer Bliss

Libby also served as an account manager at Donnelley Marketing Information Services in Stamford, CT where she was responsible for customer acquisition in the advertising, media and telecommunications industries. Episode Overview.

How to Close the Loop With Customer Feedback


There’s nothing worse than submitting feedback about a product you love and hearing nothing back. They’re providing you with high-quality feedback and you aren’t responding to them, you aren’t closing the loop.

Capitalize on Annual Planning to Manage Customers as Assets

Customer Bliss

Companies need an ongoing roadmap to define where they want to make progress in customer profitability, customer loyalty, and customer experience delivery. Do You Capitalize on Annual Planning to Manage Customers as Assets?

What’s the Difference Between Product Managers and Product Owners?


Product Managers and Product Owners are, in fact, different. To keep up with the ever-changing SaaS industry, new roles and titles have emerged to improve the way we manage our products. What are the responsibilities of a Product Manager?

Assessing Your Net Promoter System: How VimpelCom Set a Roadmap for Improvement


Yet until a few years ago, it was missing feedback from an important group of customers: its employees. The company invested in technology that collected customer feedback more effectively. They also used it to gather feedback from employees, who were charged with accessing the company’s services just like everyone else. To track their progress, VimpelCom managers took the Net Promoter System assessment once again last year, two years after the initial launch. “It

Leading Customer Experience in a Service Business, With Renee Cacchillo [CB014]

Customer Bliss

Named a 2015 Customer Champion by 1to1 Media, Renee Cacchillo is the Senior Vice President, Customer, Brand and Technology for Safelite ® Group, a leader in vehicle glass and claims management services. It’s all about telling stories and getting customer feedback.

What is the role of a Customer Success Manager ?


The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially.

5 Steps to CX Management in the Public Transportation Industry with Anand Sampat

Customer Bliss

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on.

Closing the Customer Feedback Loop: Turn Insights into Action


The quote pretty much sums up the whole purpose of adopting Net Promoter Score ® – using the captured insights to close the feedback loop. Customer feedback loop depicts the process of continuous enhancement based on the customers’ insights about the business they interact with.

How Companies Can Facilitate Feedback Loops and Differentiate on Support


Thankfully for CX Manager Caroline Nolan, Brooklinen is taking measurable steps to improve customer relationships and is enabling its team to interact with customers in more impactful ways. In this fireside chat, hear insights from Caroline and Solvvy’s Maria Jiang on how to ensure Customer Support has a voice in determining the product roadmap, how to better position your products and services to align with customer expectations, and more.

Customer Feedback Form: 6 Keys to Success


As part of their effort to improve customer experience , a growing number of organizations are applying various techniques for proactively collecting customer feedback. Customer Feedback Form: Helping You Create Amazing Experiences. Should My Business Have A Customer Feedback Form?

Performance Management Has Evolved: Balance is Critical

North Highland

Performance management is an ongoing exercise between a supervisor and an employee to ensure that the employee is equipped to and, is in fact helping, the organization meet its goals. When structured effectively, performance management has tremendous strategic potential. Yet, from these challenges, we also believe there are several opportunities for organizations to optimize performance management by striking a balance between the old and the new.

Capitalize on Annual Planning to Manage Customers as Assets

Customer Bliss

Companies need an ongoing roadmap to define where they want to make progress in customer profitability, customer loyalty, and customer experience delivery. Do You Capitalize on Annual Planning to Manage Customers as Assets?

VoC Leaders: How MD Financial Management benefits from looking critically at CX data


Mike Starr is Digital Product Manager at MD Financial Management, who is responsible for gathering feedback and managing a product roadmap for his organization. Case Stories Financial Services MD Financial Management VOC Leaders

5 Career-Boosting Tips From Product Management Experts


Now in its 7th year, Pulse is introducing an immersive Product Management track where you’ll learn how successful product companies are cultivating customer-centric product experiences. Tip #2: Inventory requests for easier product roadmap planning.

Tips 59

6 Important Product Management Metrics (And How to Improve Them)


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. By incorporating their feedback into your roadmap.

10 Contact Center Management Mistakes & Best Practice Tips to Fix Them!


Contact center management is a difficult job. Many management mistakes come about from an effort to do the right thing and with the right intentions , but they either were not carried through correctly, or they were incorrectly implemented right from the beginning. Feedback.

3 Ways Customer Feedback Helps CSMs Do Their Job


I recently published a book on the role that customer feedback should play when it comes to managing a SaaS product. The concepts in the book are especially relevant for Customer Success Managers. Tell your Management, or anyone in a position of power, and get it sorted.

40 Customer Retention Statistics You Need to Know


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.

Thanks for the feedback! Avaya and 2018 Gartner Peer Insights for UC


I had an interesting hallway debate with one of my colleagues, Lisa, earlier this week: is it better to get positive feedback from customers or is it better to hear about their problems? Now my colleague is in product management, and she said she’d rather hear complaints any day.

A Week in the Life of an InVision Customer Success Manager


Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. At InVision , our customer success team is responsible for managing the relationships with our most important users: Enterprise customers.

How to Use Net Promoter Score (NPS) to Drive Growth


Companies can identify which areas of business are performing well versus poorly by examining customer feedback from each phase. Their feedback can inform strategy and customer communications. Their feedback can teach you how to create more happy customers.

The top product management & research conferences to attend in 2019


The Product Experience Track at X4 Experience Management Summit. Who should go: Everyone in the experience management industry, regardless of position or rank. Leading brands will share the experience management programs they’ve built to delight customers and employees. Design a data-driven product roadmap. Gather and measure feedback at every stage of development. Cindy Alvarez- Principal Group Product Manager in the Cloud & AI group, Microsoft.

6 Terms to Know Before You Start Product Planning


Planning your product roadmap? It encompasses all of the steps and tasks that product managers take to make sure that a product is successful once it’s on the market. For product managers, product planning is part of their day-to-day and should be thought of as an ongoing strategy.

Value-Driven Knowledge Management Strategy: Start With the End in Mind


In our last knowledge management (KM) blog , we discussed how critical it is to link your KM capabilities and activities to outcomes. Just as one needs a blueprint to build a house, a KM program needs a strategic blueprint and roadmap to focus the journey from the current state to the target outcomes. A roadmap to evolve organizational KM maturity. Identify how well your knowledge serves your users’ needs through as many feedback mechanisms as you can.

5 ways to support your support team


Every customer support manager needs to be able to trust the members of their team. One of the most common complaints I hear from agents who work through a queue of support requests, is that the management team above them don’t actually understand the challenges they face each day.