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. The best journeys are continually evolving as user feedback is collected and acted upon. Ask for in-app input on leading indicators like NPS.

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How To NPS Effort Score Touchpoint 52

ClientSuccess

NOVEMBER 22, 2021

Surveys are a great way to collect customer sentiment and feedback throughout their journey for multiple reasons, the most significant being that they provide a distanced (aka not face-to-face) channel to deliver straightforward, unbiased input. Voice of Customer. eBook: 5 Ways To Surprise & Delight Your Customers.

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Marketing NPS Voice of Customer Effort Score 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.

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PeopleMetrics

JANUARY 24, 2022

Advisory boards consist of a sample of your high-impact customers (usually 30-300) that commit to providing feedback for a certain period of time (usually a year). This feedback is both qualitative and quantitative. There’s a lot more on the roadmap, more to come soon. How the Customer Feedback Management Process Works.

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Trends Self Service B2B Roadmap 90

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 teams can also leverage surveys and NPS responses. .

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NPS Effort Score Training Roadmap 59

Lithium

DECEMBER 6, 2022

Beyond surveys: Go deeper than customer feedback These days, top brands are going deeper, digging into conversational data points that customers provide every day, without even being asked, to get more insight into their CX. Webinars & Events Some event areas are limited to Khoros customers only. Available On-demand.

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Social Media Roadmap Trends Hospitality 52

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. Adjust your tours and tutorials based on their feedback.

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Customer Journeys Customer Experience Self Service Net Promoter Score 52

Lithium

NOVEMBER 1, 2022

NEW Coaching Video: NPS/CSAT Enable users to privately share their feedback with your brand after a customer service interaction. Gain real-time one question feedback from your customers and save time and time from larger surveys. Webinars & Events Some event areas are limited to Khoros customers only.

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Roadmap ROI Social Media Contact Center 52

Lithium

AUGUST 2, 2022

When your organization is experiencing soaring attrition rates, everything will be affected from NPS scores, employee performance, and your bottom line. Compiling these insights may sound daunting, but by utilizing Khoros solutions, brands can easily tailor their content to their target audience’s feedback. Available On-demand.

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Roadmap Trends Conference Groups 52

Gainsight

APRIL 30, 2019

Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. Net Promoter Score (NPS). Net Promoter Score (NPS). The Net Promoter Score (NPS) tells you the percentage of your customers who would recommend your product. How do I improve NPS?

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Metrics Net Promoter Score Management How To 65

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!

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Company e-support How To Chief Customer Officer 125

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? Now, what are CSAT, CES, and NPS Survey? NPS Survey. CSAT Survey.

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Customer Journeys B2B Survey Net Promoter Score 52

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.

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Roadmap ROI NPS Customer Success 59

inmoment

JUNE 1, 2020

In the new ‘empathy economy’, the secret weapon lies within your customer feedback and your brand’s ability to turn those insights into action as quickly as possible. Customer Feedback is Crucial in the Empathy Economy . We’ve seen Australian brands turn off their VoC programs after seeing NPS scores drop.

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Customer Experience Analytics Survey Feedback 69

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.

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Banking How To Effort Score Culture 52

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 renewal rate , NPS , CLV, or retention rate. Increase adoption through easy-to-use, in-app engagements and fuel your roadmap with data-driven user insights. SCHEDULE A DEMO.

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Roadmap Measurement Training Customer Success 45

Gainsight

OCTOBER 17, 2019

Nothing quantifiable—highlights in releases, roadmaps, tradeoffs. From a board member’s perspective, it’s hard to provide feedback other than “great job” if parts of the agenda aren’t quantified. Chart representing the NPS of users using Gainsight NXT. Every board and company presents Product a little differently.

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Metrics Meeting NPS Effort Score 45

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. You can and should be using whatever usage data you have as part of your overall customer feedback as well.

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Customer Success Metrics e-support Customers 58

ProProfs Chat

SEPTEMBER 13, 2019

Two of the best ways to drive feature adoption are: by educating your customers (either through blog, webinars or any other type of content). Net-Promoter Score (NPS). Net-Promoter Score (NPS). NPS score will help you to: Identify people who are ready to churn and take actions that will prevent that. First response time.

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Customer Service Omni-Channel Net Promoter Score Knowledge Base 55

Amity

OCTOBER 12, 2017

Best practice webinars. Net Promoter Score (NPS) surveys. Cross-functional initiatives such as CS/Product collaboration on the product roadmap. We were able to increase NPS by 666% which had a dramatic impact on our team and our relationship with our customers. Renewals and upsells. Quarterly retrospectives.

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Customer Success Customer Journeys Net Promoter Score Effort Score 61

SmartKarrot

DECEMBER 2, 2020

Deliver clear insights to the product org that turn into product improvement priorities; work with prod/eng to create optimal feedback loops (effectively influence cross-functionally). Create NPS scoring and exceed industry standards.

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Customer Success Case Study Roadmap Sales 10

SurveySparrow

MARCH 26, 2021

A GTM strategy provides a roadmap for businesses to understand the relevancy and impact of their marketing and sales strategy. Prospects like them should be given case studies, tutorials, webinars, demos, etc. A detailed plan created to launch a product to the market is called a go-to marketing strategy. Winding up. .

Strategy 52

Strategy Marketing Advertising Airlines 52

Amity

OCTOBER 12, 2017

Best practice webinars. Net Promoter Score (NPS) surveys. Cross-functional initiatives such as CS/Product collaboration on the product roadmap. We were able to increase NPS by 666% which had a dramatic impact on our team and our relationship with our customers. Renewals and upsells. Quarterly retrospectives.

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Customer Success Customer Journeys Net Promoter Score Effort Score 49

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. Training is most successful when conducted in-person but if that is not an option, a live webinar would work too. Pick a mix of financial, customer and operational metrics.

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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. And that means channeling feedback from our customers to our engineering team so that we are building the features they need to solve their problems.

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Customer Success Customers Metrics Sales 0

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 . Adoption Breadth : Usage or Adoption of you top 3-5 core/sticky features.

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Customer Success Customer Experience Roadmap ROI 59

Gainsight

JUNE 10, 2021

To create this targeted experience, it’s important to put together a bespoke program that involves multiple channels like email, webinar, and office hours in a way that’s best suited to your users. Next, is the backbone of your CS operations: access to accurate data, consistent processes, the right tech stack, and a feedback loop.

Metrics 52

Metrics Customer Success Customer Journeys Measurement 52