Gainsight

JUNE 16, 2022

If you’re crafting a product roadmap, your vision and internal alignment must be crystal clear. . Too often, product leaders start building their roadmap plans only to be bombarded with conflicting feedback in all directions. So, how do you get beyond the distractions to build a roadmap you can defend and align around?

Roadmap 52

Roadmap Measurement Data Net Promoter Score 52

ijgolding

APRIL 19, 2017

Engaging your people in playing a key role in improving the customer experience is one thing, but what if customer experience is not actually a key element of the business strategy in the first place? Strategy needs to be a balance between what the business wants and what the customer wants.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

Integrity Solutions

NOVEMBER 29, 2022

Here are the sales training metrics you should be using to measure your success. But even those sales and T&D leaders who’ve shifted to more effective models of sales development can still struggle with how to measure the success of their initiatives. How to Determine Sales Training Metrics.

Training 87

Training Metrics Sales ROI 87

InMoment XI

AUGUST 17, 2023

The Net Promoter Score (NPS) metric reveals the essence of customer sentiment and unlocks the path to business success, so it is important that you take the time to uncover net promoter score drivers. Happy customers become brand advocates, fueling growth through positive customer feedback.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

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.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

BirdEye

APRIL 11, 2023

A business strategy template is a must-have tool for establishing business objectives and actions needed to reach your goals. In this article, we’ll share the top business strategy templates and how to use them to plan the future of your business. Table of contents What is a business strategy?

Examples 98

Examples Strategy Analysis ROI 98

Gainsight

JULY 10, 2023

Start Simple With One-to-Many Webinars For organizations looking to augment the role of CSMs through digital means, several strategies can be initiated. 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.

Self Service 52

Self Service How To Roadmap ROI 52

InMoment XI

NOVEMBER 30, 2023

In this comprehensive guide, we will delve into the intricacies of brand reputation management, exploring strategies, key components, pitfalls to avoid, and the role of online and employee reputation management. How to Create a Brand Reputation Strategy Creating a brand reputation strategy may seem daunting at first.

Brands 378

Brands Management Multi-Channel Social Media 378

SurveySensum

DECEMBER 4, 2023

Have you ever felt lost in a heap of survey responses, wondering how to make them work for your business? Collecting customer feedback is one thing, but understanding how to use it can take time and effort. Here, we’ve got six simple strategies that’ll help your surveys work wonders for your business. The result?

Feedback 52

Feedback Strategy Net Promoter Score Social Media 52

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

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.

Feedback 62

Feedback How To Roadmap Analysis 62

Gainsight

AUGUST 22, 2021

Product-led growth (PLG) strategies are making waves in the SaaS industry—and that’s good news for SaaS product leaders and managers. By placing your product at the center of your growth strategy, your team can boost customer satisfaction, increase renewals, and lower acquisition costs. What is a product-led growth strategy?

Tips 52

Tips Strategy Roadmap Net Promoter Score 52

VDS

SEPTEMBER 28, 2023

Transitioning your contact center to Genesys Cloud can be a daunting task, but with the right strategies, it can be a seamless process. In this article, we will provide you with a step-by-step guide on how to smoothly transition your contact center to Genesys Cloud without any disruptions.

Contact Center 52

Contact Center Strategy Roadmap System 52

SurveySparrow

JUNE 20, 2023

Hence, this article will discuss what a Customer Experience Dashboard is, how to use it effectively, and how it may offer insightful customer data. How to Use a Customer Experience Dashboard Effectively Once you create a customer experience dashboard, here are some tips to use it effectively.

Customer Journeys 52

Customer Journeys Net Promoter Score Customer Experience Social Media 52

SurveySensum

JANUARY 12, 2024

Companies that effectively execute customer experience projects start by concentrating on how they gather and evaluate consumer feedback — Gartner. The traditional metrics for CX’s success in today’s market are changing. But how to do that? 5 Strategies for Humanizing Customer Feedback: 1.

Feedback 52

Feedback Engagement Strategy Customer Journeys 52

Gainsight

SEPTEMBER 28, 2022

The software world is chock-full of models, frameworks, schemas, configs, processes, workflows, journeys, blueprints and so many other business-planning growth strategies that make every business consultant’s mouth water. How to keep things simple. So, here’s a little advice on how to keep things simple.

How To 52

How To Roadmap NPS Fashion 52

Gainsight

OCTOBER 27, 2022

Learn how customer, community, and product-led strategies can build long-term, efficient growth. We’ll dig into building out your roadmap and major milestones for the first year including identifying the need, getting buy-in, building and launching, and measuring success. When and How You Should Build CS Ops .

Strategy 52

Strategy Customer Success Software Roadmap 52

Gainsight

MAY 4, 2023

Robin van Lieshout, Chief Strategy Officer and Remco de Vries, VP of Global Demand Generation at Gainsight, share the laws of Community and how to build a durable business through Community. That reason will always be your content i.e. your articles, documentation, product roadmap updates, knowledge base, and professional discussions.

Self Service 52

Self Service How To Effort Score B2C 52

Thematic

SEPTEMBER 1, 2021

Read on to learn how to use our powerful analytics for deeper customer insights. Zendesk users can track quantitative metrics like agent performance and ticket volumes. You can slice your data using a range of pre-set metrics. Inform your product roadmap or corporate strategy. What is chat analytics?

Customer Insights 114

Customer Insights How To Analysis Analytics 114

Customer Bliss

JULY 26, 2018

3 Steps to Initiating A CX Communication Strategy. 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? He shares some of the steps taken within his first year on the job: . Empower your team.

Government 111

Government Chief Customer Officer How To Roadmap 111

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? The NPS survey follow-up strategy. How to start the conversation with your customers.

NPS 199

NPS Net Promoter Score How To Effort Score 199

Gainsight

JANUARY 6, 2023

They’re investing in product experience (PX) and product-led growth (PLG) strategies to efficiently chart a path to durable growth—and smooth sailing when market conditions improve. You’ll learn everything from utilizing product analytics and product adoption strategies to career advice for product management professionals.

Resources 52

Resources Roadmap eBook Analytics 52

Totango

MARCH 27, 2020

Look for a solution that includes a customer data platform that makes it easy to collect, analyze, and share key metrics, such as license and product utilization, between teams and team members to improve efficiency as well as efficacy. Beware of vanity metrics that don’t tell the full story. Improving CLM with Adaptive CS Technology.

B2B 83

B2B Customer Journeys Net Promoter Score Management 83

BirdEye

MAY 30, 2023

In this article, we’ll tell you how to use competitive benchmarking to improve nearly every aspect of your business. The data you collect about your competitors become the metrics with which you set goals for your company. You can use competitive benchmarking to compare their market research strategy to your own.

Social Media 98

Social Media Analysis Metrics Advertising 98

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.

Software 52

Software Customer Service Marketing How To 52

Totango

MARCH 13, 2020

Understanding how to use customer success analytics to your advantage is key to seeing your enterprise’s roadmap for the future. Utilizing customer success analytics intelligently begins with identifying what to track and how to track it. Knowing how to use that data, however, is equally as important.

Analytics 82

Analytics Customer Success How To Customer Journeys 82

Thematic

APRIL 17, 2019

How to Use Insights To Drive Product Roadmap. My team often collaborated with the product, data science, and strategy and ops teams to understand DoorDash’s users’ needs. Alyona: So what was your approach for taking insights from all these sources and using them to drive the product roadmap? Alyona: Awesome. I met people.

Roadmap 54

Roadmap Customer Insights Company User Experience 54

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 inform strategy and customer communications. Who are they?

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

Thematic

APRIL 17, 2019

Using Insights From Quantitative And Qualitative Data To Drive Product Roadmaps. My team often collaborated with the product, data science, and strategy and ops teams to understand DoorDash’s users’ needs. Alyona: So what was your approach for taking insights from all these sources and using them to drive the product roadmap?

Roadmap 63

Roadmap Analysis Data Company 63

Solvvy

OCTOBER 25, 2022

One strategy is simply to ask. 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 Satisfaction 62

Customer Satisfaction Measurement Effort Score How To 62

Gainsight

DECEMBER 4, 2023

What metrics should you track? How do you put Customer Success at the core of your business? But, with a little guidance and a few proven success strategies, each company we’ve partnered with has been able to implement effective Customer Success strategies quickly. Where do you start? Who should be involved?

eBook 52

eBook Metrics Roadmap Healthcare 52

Customer Bliss

AUGUST 28, 2020

We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. Over the past few months, I’ve been hosting live interviews with a range of C-Suite leaders on my LinkedIn and Twitter.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

delighted

AUGUST 24, 2021

In this post, we’ll take a closer look at the definition of acquiescence bias, why it occurs, and the strategies to help you prevent it within your customer feedback program. How to avoid acquiescence bias in your survey results. The post 4 strategies to prevent acquiescence bias in your customer surveys appeared first on Delighted.

Survey 93

Survey Strategy Net Promoter Score Effort Score 93

Gainsight

NOVEMBER 13, 2023

Once seen as a support mechanism primarily for B2C enterprises, it’s now recognized as a pivotal strategy for fostering lasting success in B2B businesses and beyond. It unveils a roadmap, explaining how to seamlessly integrate a community into the heart of the Customer journey.

Engagement 52

Engagement B2C Roadmap B2B 52

West Monroe

JANUARY 12, 2022

As this shift occurs, annual recurring revenue (ARR) growth is becoming a core business metric—if not the metric—for many software companies. To capitalize on this new dynamic, enterprises need a sound strategy for where to play and how to win in the marketplace.

Software 52

Software How To Innovation Roadmap 52

Thematic

DECEMBER 28, 2022

Understand customer context Metrics go up, and metrics go down. What you need to know is how to move your numbers in a positive direction! It provides valuable context, so that you get the insight you need into the customer experience and understand the "why" behind what's happening with your metrics.

Analytics 71

Analytics Software Feedback Management 71

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. Metrics help separate process that are working from processes that need more fine-tuning.

Metrics 40

Metrics How To Effort Score Customer Success 40