Gainsight

SEPTEMBER 20, 2019

We recently had the opportunity to join Gainsight for a webinar about Finding Friction in Your User Journey and How to Fix It. At FullStory, we’ve landed on a successful process for prioritizing our product efforts called the 9-Blocker and we shared a little bit about this process in the webinar. When in Doubt, List It Out.

Roadmap 58

Roadmap Exercises Sales Marketing 58

SurveySensum

FEBRUARY 14, 2024

Through Employee Feedback , of course! Now, you’re probably wondering, “But how do I effectively gather and utilize this feedback?” ” — That’s where the right employee feedback tool comes into play. You’re looking for the best employee experience tools to gather this priceless feedback.

Tools 52

Tools Feedback Analysis Survey 52

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. This all owed customers to passively give direct feedback and Untappd to collect the needed information for customer segmentation. The second was an internal forum to share positive customer feedback. Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

PeopleMetrics

JANUARY 24, 2022

As always and forever, we are obsessed with helping our clients measure, understand and create better experiences for their customers (clients, members, patients, guests) and their employees. This feedback is both qualitative and quantitative. I started PeopleMetrics with this goal and I continue to be incredibly excited by it.

Trends 90

Trends Self Service B2B Roadmap 90

Talkdesk

DECEMBER 1, 2020

Based on this experience, we have developed the Talkdesk CX Maturity Model™ to help brands understand their current maturity, set a vision for their ideal future state and create a roadmap to get there. Feedback: How an organization delivers customer surveys, collects responses, and analyzes and implements changes based on results.

Contact Center 104

Contact Center How To Roadmap Customer Centricity 104

SurveySparrow

AUGUST 28, 2023

Surveys and Feedback: Leverage tools like SurveySparrow to gather insights directly from your audience. 5 Continuous Education Webinars and Workshops : Host regular webinars and workshops that educate users on advanced features and best practices. 10 Measure and Iterate Usage Analytics: Track how users engage with your platform.

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

Lithium

MAY 3, 2022

Join us as the Khoros product team shares recent innovations to the Khoros platform and walks through upcoming releases on our roadmap. In this webinar you’ll: Learn about key innovations and investments across the Khoros platform. Webinars & Events Some event areas are limited to Khoros customers only. Available On-demand.

Multi-Channel 52

Multi-Channel Social Media Roadmap Metrics 52

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

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. Creating a Cohesive, Measurable Digital Program When you think about your customers’ and users’ digital journeys, many touchpoints probably come to mind.

How To 52

How To NPS Effort Score Touchpoint 52

Lithium

NOVEMBER 1, 2022

It’s Me, Marketing: A cost-saving series from Khoros The principal problem for marketers is that while they do their song and dance for consumers to purchase their product or service, it’s becoming increasingly unclear how to measure success and, most notably, how to track it. Was it the stars aligning? Some kind of holiday miracle?

Roadmap 52

Roadmap ROI Social Media Contact Center 52

Gainsight

APRIL 21, 2022

We compiled our best Product Experience resources from last year, from blogs, ebooks, and webinars. Creating a Product Roadmap? Looking to Measure Performance? How To Measure Product Adoption Using Product Analytics. Embedding a Customer Feedback Loop Into Your Product Delivery. Looking to Measure Performance?

Resources 52

Resources Handbook eBook Government 52

Gainsight

AUGUST 6, 2021

Within your organization, customer feedback is likely being funneled across different functions—product, marketing, sales, customer success, etc. When gathering these insights, be sure to build a framework around capturing high-quality feedback to get a clear understanding of the customer’s problem.

Customer Success 52

Customer Success Roadmap How To Feedback 52

CSM Magazine

NOVEMBER 28, 2022

To ensure that all aspects of the product launch are rock-solid, you’ll want to develop a clear roadmap for development and testing. This roadmap should identify the tasks that need to be completed, the timeline for completion, and any potential roadblocks you may encounter. 5) Measure KPI.

Software 52

Software Customer Service Marketing How To 52

ClientSuccess

APRIL 5, 2022

But there is still so much your users can tell you about their experience, how your product can become even more user-friendly, and even where your product roadmap can grow. Sometimes, all it takes to unlock this feedback is a simple forum for your users to share it with your team. . NPS survey questions to consider .

NPS 52

NPS Survey eBook Social Media 52

COPC

OCTOBER 26, 2023

Then, we look at the critical aspects of knowledge content and protective measures. However, it’s important to note that LLMs lack true comprehension; their responses rely on their training and feedback. Experts interact with the AI, scoring its responses and providing corrective feedback.

Technology 76

Technology Customer Experience Self Service Customer Journeys 76

Lithium

MAY 4, 2021

Discovering Business Value within Community : Measuring Business Value within Community has never been as easy as it is today, check out this great blog for all the details. Webinars & Events. Khoros Roadmap Webinar Tuesday, June 8 • Register today! Paid & Organic Reporting Thursday, May 27 • Register today!

Conference 52

Conference Analytics Social Media Roadmap 52

Wootric CX Blog

MARCH 15, 2020

We offered to work out a plan to enable her to continue to get customer feedback during this critical time. Close the loop with customers when they offer feedback. Closing the loop can be automated when you have your feedback readily available in systems like Intercom or Salesforce. Her response was ‘That would be amazing!

Company 125

Company e-support How To Chief Customer Officer 125

ChurnZero

OCTOBER 28, 2022

To get the rest of our findings, watch our webinar, 2022 Customer Success Study results revealed , in which our expert panel offers their take on the big trends, triumphs, and gaps across the industry. In the scaled model, we now have a monthly webinar on that topic, and we invite as many people as we can to it.

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

NobelBiz

NOVEMBER 6, 2023

This immediate feedback allows contact centers to adapt, personalize interactions, and resolve issues promptly, ultimately enhancing customer satisfaction and loyalty. Our platforms are built with advanced security features, including proactive fraud detection mechanisms and robust data protection measures.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

Gainsight

MAY 13, 2020

We wrote about our process here and we are hosting a follow-up webinar dedicated to our Risk Management approach with Gainsight customer FinancialForce. . Using Gainsight, they are able to map use cases and urgency into a roadmap which is translated into a Customer Success Plan that both the CSM and the customer have alignment around.

Roadmap 59

Roadmap ROI NPS Customer Success 59

Wootric CX Blog

SEPTEMBER 2, 2020

Register for this webinar with Misti Cain! Regularly and prominently sharing customer feedback should be another priority. When planning campaigns, designing product roadmaps, or developing features for your customer, include user stories as told from your customers’ point of view. Want to launch an Advocacy program?

Net Promoter Score 59

Net Promoter Score Customer Centricity Effort Score Roadmap 59

Confirmit

APRIL 15, 2019

Webinar Details. Ecore’s Voice of the Customer program measures and monitors the customer experience at many stages of the customer journey. Just a series of silo-entrenched feedback points and a very limited view of what really mattered to customers. Voice of the Customer Webinars. Date: Tuesday, April 23.

Customer Journeys 40

Customer Journeys Customer Experience B2C Roadmap 40

Gainsight

APRIL 30, 2019

Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. The Monthly Active Users (MAU) metric measures the number of different users who open your product within a 30 day period. By incorporating their feedback into your roadmap.

Metrics 65

Metrics Net Promoter Score Management How To 65

Gainsight

FEBRUARY 20, 2019

Depending upon your company’s product roadmap, you might be shipping and refining new product updates monthly, weekly, or even daily. Success is measured in MAU, DAU, or CLV. Success is measured in renewal rate , NPS , CLV, or retention rate. Success is measured in CLV or conversion rates (MQL to SQL, SQL to closed won, etc.).

Roadmap 45

Roadmap Measurement Training Customer Success 45

Gainsight

APRIL 17, 2019

I get real-time feedback, but I don’t necessarily want to give real-time feedback to everyone at my company. ” When I dove in with Product Managers and Engineering leaders on my team, every presentation seemed to have a different method of measuring adoption. Nobody wants that! In reviewing a feature.

B2C 79

B2C Software Roadmap Meeting 79

Totango

JANUARY 7, 2020

By closely monitoring customer progress through onboarding with an effective system designed to take action based on customer progress, you can measure their performance against results-focused goals that you know will lead to success. Feedback can then be used to refine standard onboarding processes. .

How To 72

How To Roadmap Meeting Customers 72

ChurnZero

APRIL 26, 2019

Only by understanding the end goals (a satisfied and productive team member) can you develop the roadmap to get there. By providing a far richer experience then a job description, a shadowing CSM can observe how an employee does their job and the metrics by which they will be measured. Upcoming Webinar.

Tips 58

Tips Metrics Customer Success Training 58

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? Take a website feedback survey . You implement the product and onboard them.

Customer Journeys 52

Customer Journeys B2B Survey Net Promoter Score 52

Wootric CX Blog

DECEMBER 9, 2020

During the webinar, he laid out planning elements you need to consider when building your CX program. It would gather NPS, CSAT, and Customer Effort Score (CES) feedback from all relevant customer touchpoints, analyze that feedback and turn it into an actionable experience strategy. . Structure for success. Define the program.

Banking 52

Banking How To Effort Score Culture 52

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! They work with both media agencies and marketing operations agencies to provide their clients with world-class marketing measurement and planning. Branch Agency Partner Program.

Marketing 75

Marketing Social Media e-support Video 75

Gainsight

SEPTEMBER 13, 2019

This Q&A is an excerpt from our webinar, Ask an Expert Q&A: How to Build Products That Drive Growth. Gainsight PX gives me that flexibility to reach out to very specific users and get feedback from them. What is product-led growth, exactly? Long gone are the days when sales-led or marketing-led growth reigned supreme.

Analytics 65

Analytics Sales Roadmap Exercises 65

Qualtrics

AUGUST 6, 2020

At a time when every organization is looking for a roadmap forward , this book outlines the ultimate method for adapting your business for an ever-changing world - during the current pandemic and long after it. A common theme that’s occurred is companies measuring outcomes instead of output. Register for Webinar.

Roadmap 26

Roadmap Retail Employee Engagement Strategy 26

Lithium

JUNE 7, 2022

As an official badged Partner for the Content Marketing specialty, marketers will be able to publish and respond to content and easily measure the effectiveness and performance of their TikTok campaigns and activity within the Khoros platform. Webinars & Events Some event areas are limited to Khoros customers only. Communities.

Self Service 10

Self Service Social Media Roadmap Gamification 10

CSM Practice

JANUARY 1, 2017

Anna Connell: When no usage data is available, there are a couple of things I recommend having the customer success program focus on: Voice of customer metrics, including: NPS, Support scores, feedback from customer meeting, etc. Therefore, it is critical to have a feedback mechanism and get customer feedback before the customer churns.

Customer Success 58

Customer Success Metrics e-support Customers 58

Gainsight

OCTOBER 17, 2019

Nothing quantifiable—highlights in releases, roadmaps, tradeoffs. In comparison, most of the other parts of the board meeting are highly measurable: Finance: revenue, operating income, 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.

Metrics 45

Metrics Meeting NPS Effort Score 45

Kayako

NOVEMBER 11, 2015

At each stage I’ll show what metrics to measure and how you can improve conversion rates. MQLs could be outbound calling databases or inbound leads gathered through your website, either through trial requests or registrations to access content such as webinars or whitepapers. Establishing an evaluation roadmap.

Sales 72

Sales Trends Roadmap Measurement 72

Amity

OCTOBER 12, 2017

Measure & Iterate. A large component of the customer journey is clearly laying out the proactive measures that your organization is prepared to take. Best practice webinars. Cross-functional initiatives such as CS/Product collaboration on the product roadmap. Measure & Iterate. Customer Journey. Technology.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61