Thematic

APRIL 21, 2025

​Combining Qualitative and Quantitative Insights In practice, combining qualitative data analysis with quantitative metrics gives the fullest picture. Sometimes, patterns in feedback align with dips in a metric. Loyalty & Retention Metrics: Improvements in CSAT and NPS often lead to higher retention and lower churn.

Feedback 62

Feedback Customer Service Effort Score Net Promoter Score 62

ClearAction

FEBRUARY 13, 2023

It includes a 29-minute video and handbook with case studies, true-false quiz, easy slide image navigation to revisit any specific point, and template for internal discussion and application. This customer experience course is an actionable overview for making CX a team sport company-wide. The Essentials module is free to everyone.

Sports 71

Sports Customer Experience Handbook Case Study 71

delighted

FEBRUARY 22, 2022

To add to these challenges, educational tools like handbooks, seminars, and models that explain how to grow a CX program, or assess your customer experience maturity, don’t really exist. An organization uses one metric to evaluate the customer experience, but findings don’t always make it to the rest of the company to act on.

Customer Experience 93

Customer Experience Net Promoter Score Self Service Handbook 93

Gainsight

JUNE 17, 2022

If you’re considering implementing—or have already implemented—a product-led growth (PLG) strategy, one of the first things you should determine are the metrics you’ll need to measure success. . Here’s how to pick out the perfect metrics for product-led growth. . Overall Product-Led Growth Metrics. User Sentiment and Feedback.

Measurement 52

Measurement Effort Score Net Promoter Score Handbook 52

Thematic

MARCH 26, 2025

Public product roadmaps – Transparency wins customer trust. Download VoC Handbook Our free guide to shopping for a feedback analytics solution Cut through marketing noise and be sure you are asking the right questions in sales calls and demos. Best Ways to Close the Loop Send email updates – A simple "We heard you!"

Feedback 62

Feedback Social Media Analysis Survey 62

Gainsight

MAY 3, 2022

It leverages metrics. One of the most direct ways product-led growth boosts expansion revenue is through in-product metrics. Within an effective product-led growth strategy, you tap into metrics and use them to measure, back, and inform decisions. Wondering how product-led growth fits into the puzzle? It lifts retention.

Handbook 52

Handbook Roadmap User Experience Metrics 52

Gainsight

NOVEMBER 23, 2020

Finally, GitLab is a “handbook-first” company with a company-wide commitment to clear documentation and transparency – not only within the company but publicly. 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. GitLab Org Chart.

Customer Success 52

Customer Success Roadmap Handbook Financial 52

Gainsight

NOVEMBER 16, 2021

Additionally, you can use analytics to prove to stakeholders that your flywheel is working, and you can lean on metrics as you chart your product roadmap decisions. . As we mentioned earlier, you can use analytics to understand your users on a deep level and identify the enhancements that will provide the biggest bang for your buck.

Tips 52

Tips Handbook Analytics User Experience 52

Gainsight

JUNE 11, 2021

Exploring the Connection Between Customer Education & Customer Success co-starring Ruben Rabago, Chief Customer Officer at Intellum and author of “The Customer Success Professional’s Handbook” and Greg Rose, Chief Experience Officer at Intellum. Major Takeaways: “Customer education activates customer success.”

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

SurveySensum

JULY 14, 2020

She is also a recognized Training Provider for the CCXP Exam, Author of 6 benchmarking studies and 3 handbooks, Professor at UC Santa Cruz Silicon Valley Extension, and serves on the CXPA Board of Directors. He is the author of three customer service books, including the bestselling The Service Culture Handbook. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

MARCH 16, 2021

Measure effectiveness of CSMs by clearly defining operational outcomes, creating a cadence for review with the team, and sharing metrics with the executive team and the broader organization. Manage to production metrics and data-based performance goals. Policy and Procedure, Handbook, and Work Standards writing and development.

Customer Success 10

Customer Success Handbook Case Study Roadmap 10

Thematic

APRIL 28, 2025

While measuring the direct impact of meetings is hard, Stripe’s business metrics indicate they’re doing something right. They mapped customer feedback themes to their product roadmap. Internally, it reconciles strategy with reality by ensuring leadership priorities align with customer needs.

Feedback 62

Feedback Examples Analysis Roadmap 62