Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. Check out our Essential Guide to learn how to navigate the new product experience landscape. Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. How do I improve MAU/DAU?

Metrics 65

Metrics Net Promoter Score Management How To 65

SurveySensum

FEBRUARY 27, 2024

Contrast this with Office B, where your entrance is met with your manager’s reprimand for a minor mistake, colleagues who are uncooperative, and unnecessarily extended working hours. How to Measure Employee Satisfaction? For example : → On a scale of 1 to 5, how satisfied are you with your current workload?

Metrics 52

Metrics Strategy Employee Engagement Culture 52

Thematic

DECEMBER 28, 2022

Feedback analytics software is a powerful tool in a product manager's arsenal. In this post, we'll discuss six ways that feedback analytics can help product managers build better products! Understand customer context Metrics go up, and metrics go down. You can find out more about how to calculate your NPS here.

Analytics 71

Analytics Software Feedback Management 71

Totango

MARCH 27, 2020

How do you address, much less predict, your customers’ needs and goals as they naturally grow and evolve over time in order to foster a lasting connection? Good B2B Customer Lifecycle Management (CLM) solutions set both you and your customers up for long-term success. Beware of vanity metrics that don’t tell the full story.

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B2B Customer Journeys Net Promoter Score Management 83

Wootric CX Blog

APRIL 7, 2021

In the world of software development, Product Managers must integrate customer insights — delights, frustrations, and pain points — into product development. During startup mode, it’s easy to interact with customers every day, inputting their feedback directly into product roadmaps. . Luckily, this is something we can help you do.

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Feedback Customer Journeys Management How To 52

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. By harnessing the power of historical data, predictive analytics crafts narratives of the future, offering businesses a roadmap to navigate the ever-evolving landscape of customer expectations.

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Contact Center Analytics Multi-Channel Effort Score 260

Gainsight

JULY 10, 2023

These efforts have a direct impact on revenue, particularly since your Digital CS Ops program can track clear metrics such as correlating webinar participation with revenue expansion. Planning Your Digital CS Roadmap AuditBoard is continuously enhancing its customers’ experience by expanding its scale programs.

Self Service 52

Self Service How To Roadmap ROI 52

Thematic

JUNE 9, 2022

When developing a masterclass on this topic, we talked to our customers - insights managers and researchers, CX practitioners and product leaders, both at an individual contributor and executive level - about the key ingredients for sharing insights, and how to use them to build a story: one that is relevant, engaging and useful.

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Feedback How To Roadmap Analysis 62

Gainsight

AUGUST 4, 2022

The 2022 Gartner Market Guide for Customer Success Management Platforms reports that “customer success management (CSM) programs have progressed from an emerging discipline into an increasingly mature and evolving practice.”. Invest in operations to dial in CS metrics and methods . This is critical.

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Customer Success Management Marketing Analytics 105

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers?

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Call Center Management Contact Center Omni-Channel 52

Customer Bliss

JANUARY 29, 2015

You have agreed to map, define and identify all of the metrics that contribute to the current experience of these key touch points. You have committed to assign new cross-company metrics to the delivery of those experiences. Critical Checkpoint: Review how you build out solutions to customer issues.

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Customer Experience Roadmap How To Metrics 100

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Check out Irit’s interview where she gives insights into how you can manage churn efficiently. . So those are the metrics that I would look into when I’m looking at churn.

Management 52

Management How To Effort Score Customer Success 52

Lithium

APRIL 2, 2024

RECAP] Khoros Fresh Features Product Release & Roadmap Webinar : The following on-demand Q&A and accompanying resources are intended to summarize recent releases, enhancements, and current plans for Khoros products, functionality, and other services to help you unlock the full power Khoros has to offer.

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Roadmap Metrics CRM Resources 52

Lumoa

JANUARY 27, 2023

Provides Direction For Training Sometimes, there’s a delay in answering customer requests or inquiries because your team doesn’t know how to or can’t access the necessary information. Sometimes managers can get tunnel vision, and their perspectives can differ from employees out on the field. Look at why.

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Customer Journeys Customer Experience Customer Service Touchpoint 208

Lithium

MARCH 5, 2024

Khoros Academy will offer eLearning courses and role-based learning paths that teach you how to use commonly used capabilities of our Khoros solutions. If you are interested in joining the Khoros Academy Early Access Program, reach out to your Customer Success Manager. We've introduced metrics for Events and new metrics for Ideas.

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Social Media Self Service Roadmap Insurance 52

GetFeedback

MAY 4, 2018

Get their take before you develop new features and plan the product roadmap. Rethink how you prioritize feature requests. There are plenty of tried-and-true methods for managing feature requests. How does your product team prioritize feature requests? Want to collect a wide range of user feedback at once?

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Strategy How To Net Promoter Score Customer Centricity 170

Thematic

SEPTEMBER 1, 2021

Read on to learn how to use our powerful analytics for deeper customer insights. These insights help Product Managers to prioritize issues that matter. They also reveal how companies can improve customer experience. Agents need to be trained to apply the right tags and manage an ontology of all possible tags.

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Customer Insights How To Analysis Analytics 114

ijgolding

APRIL 19, 2017

Creating that balance would mean that the strategy does not just focus on business driven metrics (revenue, profit, cost etc.), We live in a world that has become increasingly and almost entirely focused on ‘commercialisation’ (the process of managing or running something principally for financial gain). You can read my column here!

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Strategy Customer Experience Customer Centricity How To 191

GetFeedback

FEBRUARY 15, 2019

After customers respond, you can calculate your NPS score: the quantifiable measure of how your customers feel about you. Putting a metric to customer happiness helps you focus your efforts on moving the needle. How to use NPS. Their feedback can teach you how to create more happy customers. Who are they?

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Net Promoter Score NPS Effort Score How To 150

GetFeedback

FEBRUARY 18, 2019

Net Promoter Score (NPS) is a method to assess customer loyalty , and many businesses today consider it to be an important metric. Once you’ve identified your Promoters, Passives, and Detractors, do you know how to follow up with them? If you have managed accounts, then it’s also a good idea to notify the primary point of contact.

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NPS Net Promoter Score How To Effort Score 199

Thematic

APRIL 17, 2019

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? Alyona: Awesome. Arianna: Definitely!

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Roadmap Customer Insights Company User Experience 54

delighted

JUNE 29, 2021

Guest contribution by Christopher Beck, Product Manager at MediaMath. How to establish a good product/market fit. The concept is best articulated by Dan Olsen’s product/market fit pyramid as it shows both how and what pieces need to come together for a good product/market fit. How to measure product/market fit.

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Measurement Net Promoter Score Marketing How To 95

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What Are Customer Experience KPIs and Metrics?

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

Gainsight

AUGUST 27, 2021

If you’re a product manager, you’re constantly being slammed by figures and opinions. How do you know which KPIs are worth your time? We’ve picked out the best product management KPIs to track if you want to back decisions, focus priorities, secure buy-in, and prove product ROI. You don’t have to panic. The takeaway? Login rate.

Net Promoter Score 52

Net Promoter Score Management NPS ROI 52

Thematic

APRIL 17, 2019

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? As you start to build out your product roadmap, the team asks themselves: What are we hearing all of the time? Alyona: Awesome.

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Roadmap Analysis Data Company 63

Gainsight

JANUARY 6, 2023

You’ll learn everything from utilizing product analytics and product adoption strategies to career advice for product management professionals. Are Product Managers Chief Executives of Their Product? How Product Experience Drives Net Revenue Retention. Benchmark: Product Roadmapping With Product Experience Data.

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Resources Roadmap eBook Analytics 52

ShepHyken

AUGUST 12, 2022

Here is how you can reduce customer support tickets and enhance CX: . This will help to match it with the core metrics of the business to figure out the opportunities and challenges for a business to provide a better customer experience. . The post Guest Post: How To Reduce Customer Support Tickets And Enhance CX?

Self Service 70

Self Service Customer Journeys Omni-Channel How To 70

Customer Bliss

JULY 26, 2018

It was time for the IT division to seriously consider how to improve their customer service and experience — they needed to get back to the basics. And how did William kick off this work? Here’s a quick overview of how they began that process: Streamline the process by communicating with the right people.

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Government Chief Customer Officer How To Roadmap 111

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Research Stage. Evaluation Stage.

Metrics 40

Metrics How To Effort Score Customer Success 40

Gainsight

OCTOBER 11, 2022

As the technology market enters a new phase, SaaS leaders face a challenge: how to grow their businesses efficiently. To do this, CS leaders should operationalize CSM motions through a robust customer success management platform. . Why a Customer Success Management Platform? . The answer?

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Customer Success Marketing Management Roadmap 52

Gainsight

MARCH 7, 2022

Level 4: Teams share KPIs and other important metrics (e.g. While sales teams may be out front when bringing in new customers, it’s the all-important partnership of CS and Product teams that helps retain them by making sure customers understand how to get the most out of your products. “CS Level 3: A few shared projects (e.g.,

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Customer Success Roadmap Chief Customer Officer Feedback 103

Solvvy

OCTOBER 25, 2022

A customer satisfaction index uses survey data to calculate a metric that gives you an idea of how well your business performs. Like customer satisfaction index metrics , customer service KPIs show how well your team performs in a particular area and how it trends over time. . Customer service KPIs include: .

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Customer Satisfaction Measurement Effort Score How To 62

Gainsight

MARCH 15, 2022

One CS exec asked us if we had recommendations on how to determine if a company was walking the talk when it comes to CS. I’d ask what technology and tools would the company look to invest in to assist and measure CS,” said Hao Chen, a Partner Success Manager. Aligning on Metrics. Get the Real Story.

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Customer Success Company Chief Customer Officer How To 59

SmartKarrot

AUGUST 18, 2021

An experienced product manager knows that building the right product takes time along with meticulous planning and budget considerations. This is why a SaaS product roadmap is essential for the strategic development and success of a business. What Is a SaaS Product Roadmap. So how do you decide what to include in your roadmap?

Roadmap 10

Roadmap How To Effort Score Strategy 10

SurveySensum

OCTOBER 17, 2023

How to Choose the Right NBFC Customer Feedback Tool? How We Evaluated the NBFC Customer Feedback Tool? A NBFC customer feedback tool is designed to gather, manage, and analyze feedback from customers of non-banking financial companies. How to Choose the Right NBFC Customer Feedback Tool?

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Feedback Tools Management Knowledge Base 52

Gainsight

DECEMBER 27, 2019

Product Metrics Your Board Members Care About. If you have a SaaS business where you can see exactly how your customers are using your product, there are a lot of metrics you might be tempted to add to your packet. The Beginner’s Guide to Product-Led Growth Metrics. Top 10 Product Experience Blog Posts of 2019.

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Roadmap Metrics Feedback Conference 97

Wootric

AUGUST 10, 2018

We’re going to show you how to leverage qualitative data to build better hypotheses to reach successful new products and features faster. How can you leverage qualitative data when the product or feature doesn’t exist yet? ” How to prioritize what to build first, and what to do next with customer feedback.

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Roadmap Data Net Promoter Score Analytics 53