InMoment XI

JANUARY 10, 2023

Before you know it, you’ve got different departments using separate technologies and focusing on different metrics—fragmenting your understanding of the customer experience. . And of course, they’ve got a product team constantly working to improve their software with customers in mind. Facilitate close-the-loop action.

Customer Experience 324

Customer Experience Management Touchpoint Net Promoter Score 324

Zonka Feedback

OCTOBER 1, 2022

Collecting regular Product Feedback and making product developments and improvements accordingly can help you attain business growth and develop world-class products. Why Improve your Product with Product Feedback? Customers can remain satisfied with the features they like. To Eliminate Customer Issues.

Feedback 96

Feedback Social Media Roadmap Net Promoter Score 96

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Dive into the steps for effective questionnaire design, crucial areas for feedback, and tactics for maximizing the valuable data you collect without the fluff. What questions do you include to not only garner responses but also drive your business forward?

Feedback 100

Feedback Net Promoter Score Customer Satisfaction Loyalty 100

Gainsight

OCTOBER 25, 2021

Constant feedback is the lifeblood pumping into every successful product delivery. Product feedback loops are the ultimate tool for scanning a user’s experience, pinpointing product shortfalls, and boosting your product. Wondering how to anchor these feedback loops into your product? Why build customer feedback loops?

Feedback 98

Feedback White Paper Roadmap 2024 98

Wootric

NOVEMBER 4, 2020

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Customer Satisfaction ( CSAT/PSAT ). Customer Effort Score ( CES ). It is often referred to as a brand or relationship metric. What is Customer Satisfaction Score (CSAT)?

NPS 122

NPS Net Promoter Score Metrics Effort Score 122

ChurnZero

MAY 30, 2024

You can always scale your educational offerings later with new tools. 3: Collecting customer feedback to optimize your education program. Customer feedback can be an emotional rollercoaster. Your customers will have opinions on your educational offerings, so use it to guide your content development process.

Feedback 107

Feedback Entertainment Metrics Roadmap 107

Integrity Solutions

NOVEMBER 29, 2022

Here are the sales training metrics you should be using to measure your success. Let’s take a closer look at how you can pinpoint the metrics that will be useful and tell an accurate story of your sales training ROI. How to Determine Sales Training Metrics. Did our salespeople see value in the training?

Metrics 86

Metrics Sales ROI Financial 86

CustomerSuccessBox

APRIL 12, 2022

While the core of the Customer success function involves anticipating client difficulties and providing proactive solutions to the customers. The needs of customers are continuously evolving and with that, you as a business should also reshape your strategy to keep up with the trend and maintain the growth of your business.

2022 52

2022 Customer Success Customer Journey Mapping Net Promoter Score 52

SurveySparrow

JULY 31, 2023

Did you know that listening to your customers can revolutionize your business? Your customers have the power to fine tune your business. By systematically gathering, analyzing, and managing customer feedback , businesses gain invaluable insights that fuel growth and enhance customer experiences.

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Social Media 52

Gainsight

FEBRUARY 7, 2024

In the fast-paced world of Customer Success , staying ahead of the curve is non-negotiable. That’s why here at Gainsight, we’re beyond thrilled to share our latest triumph: clinching the top spot in the Winter 2024 G2 Grid Report for Customer Success. Learn more about Gainsight Customer Success today.

2024 52

2024 Roadmap Innovation Customer Success 52

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.

Customer Success 59

Customer Success Management Roadmap Feedback 59

Wootric

APRIL 7, 2021

During startup mode, it’s easy to interact with customers every day, inputting their feedback directly into product roadmaps. . You need a rigorous process for scaling customer feedback that makes it easier to collect data in both the early and later stages of your product lifecycle. .

Feedback 52

Feedback Management Customer Journey Mapping Net Promoter Score 52

ProProfs Chat

DECEMBER 17, 2021

In-app feedback tools help businesses to collect real-time customer feedback , which is essential for a thriving business strategy. In-App feedback mechanisms are convenient, which allow users to share their concerns without disrupting their mobile app experience. What is an In-App Feedback Survey?

Feedback 52

Feedback Roadmap User Experience Insights 52

Retently

JULY 28, 2019

However, this is not just about winning time back in your day, at least when it comes to customer experience. Tech maturity of customer success teams who automate their key processes strongly correlates to significant business growth. Automate the feedback loop. Channel positive feedback.

Feedback 88

Feedback NPS Roadmap Customers 88

Retently

MARCH 18, 2024

or a more detailed query, each question is a step towards understanding what makes your customers tick. Harness feedback, discover the key customer service survey questions that can transform your support strategy, and make every customer interaction count.

Customer Service 130

Customer Service Net Promoter Score Customer Service Representative NPS 130

Lithium

APRIL 2, 2024

Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. We've introduced metrics for Events and new metrics for Ideas. Learn how Sky revolutionizes the customer journey and serves customers end-to-end.

2024 52

2024 Webinar Roadmap Events 52

Gainsight

MARCH 15, 2022

And now that customer success (CS) is the carrot every company is dangling to woo the best-and-brightest talent, you’ll often find job descriptions that tout the company’s rock-solid commitment to CS. How is your product team incentivized or aligned to take feedback from the CS team? Game nights with the C-suite!

Customer Success 59

Customer Success Chief Customer Officer Customer Centricity Metrics 59

Thematic

JANUARY 21, 2020

At Thematic, we’ve spent years researching, designing and developing our customer feedback analysis platform. . You can customize it to your needs. What should the roadmap look like for developing an automated DIY customer feedback solution? Why you might want to have a feedback analysis solution.

Feedback 105

Feedback Roadmap Metrics Customer Service Representative 105

GetFeedback

DECEMBER 10, 2018

An easy to take survey doesn’t just yield higher response rates but also higher quality feedback data. You also want to design questions that will provide actionable feedback. We recommend starting with an NPS question so you put your most important metric first. Close with a custom thank you page. Pillar 2: Distribution.

NPS 210

NPS Net Promoter Score Measurement Metrics 210

Amity

JANUARY 9, 2019

One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture.

Customer Success 81

Customer Success Leadership Customer Journey Metrics 81

Gainsight

AUGUST 6, 2021

How involved is your Customer Success team in product launches? Customer Success brings a deep understanding of customers’ needs and pain points. And when this is harnessed, it can empower Product teams to make better decisions that ultimately lead to more successful launches.

Customer Success 52

Customer Success Roadmap Feedback Metrics 52

Kayako

OCTOBER 16, 2017

It should never be customer success vs customer service. They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating machine, and left the support department sitting around feeling like a reactive cost center. Customer satisfaction. Product feedback.

Customer Success 74

Customer Success NPS Roadmap Customer Satisfaction 74

Gainsight

JULY 10, 2023

Delivering exceptional customer experiences is imperative for all Customer Success teams. If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start.

Webinar 52

Webinar Roadmap ROI Touchpoint 52

ChurnZero

DECEMBER 9, 2022

However, given her CS background, Gabby never envisioned herself becoming a CEO, as she explained during her keynote session, “ The new ‘C’ in CEO ” at ChurnZero’s Customer Success Leadership Summit, BIG RYG. Q: Based on your acquisition experience, are for-sale businesses focusing on the customer and NPS?

Customer Success 52

Customer Success NPS Metrics Roadmap 52

Centercode

APRIL 16, 2019

What are beta program metrics exactly? I’m sharing this experience (with his blessing) because it provides some insight for other product and program managers who have questions about identifying key beta program metrics. Measuring Beta Program Success. That’s why he reached out to Centercode’s Customer Success team.

Metrics 65

Metrics Net Promoter Score ROI Leadership 65

Wootric

AUGUST 4, 2020

But the technical definition doesn’t cover the magic that’s actually in CLV – as a metric and as a mission for a digital marketplace, an e-commerce site, and SaaS businesses. Because when you go after CLV with intention, making it one of your “North Star” metrics, you’ll find that the cost-to-acquire actually shrinks.

Metrics 52

Metrics Net Promoter Score E Commerce Effort Score 52

Amity

OCTOBER 31, 2016

Amity sat down with Sam Brennand , VP, Customer Success at Uberflip, to discuss Uberflip's company-wide culture of Customer Success, the growth and segmentation of his team, and the ways in which they consistently create value for their customers. I’m the VP, Customer Success here at Uberflip.

Customer Success 0

Customer Success Customers Definition Metrics 0

Gainsight

AUGUST 22, 2021

In fact, a Dimension Data study found 84% of companies that place a focus on bettering the customer experience saw an uptick in revenue. So, how can you anchor your PLG strategy in customer success ? With this feedback lighting the way, you’ll see a clear route to better user experiences and a more valuable product.

Roadmap 52

Roadmap Net Promoter Score Demo Metrics 52

SmartKarrot

MARCH 17, 2023

Role: VP Customer Success Location: London, England, United Kingdom (Hybrid) Organization: Argus Media As a VP of Customer Success, you’ll be setting the strategy, prioritising the objectives and key metrics, building a world-class team, and extending and mentoring the European Customer Success team.

Customer Success 19

Customer Success Roadmap Customers Document 19

CSM Practice

JANUARY 1, 2017

In the technology industry, customer success management is developing into a vital department. Setting up a customer program involves ensuring the success of your customers and, thereby, keeping them as customers for the long term. This group of people is called Customer Success.

Customer Success 58

Customer Success Metrics E-support Customers 58

Amity

JANUARY 30, 2019

In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. This is the high level 100,000 foot overview of what Customer Success means to us.

Customer Success 61

Customer Success Definition Customer Journey Customers 61

Amity

JANUARY 30, 2018

Maheen Memon is the Director of Customer Success at Nulogy. Throughout her career in Customer Success, she’s had the opportunity to try a couple of things and has picked up some life-saving best practices along the way. We invited Maheen to the Amity office to present at one of our monthly Customer Success events.

Customer Success 69

Customer Success Social Media Roadmap Sales 69

SmartKarrot

FEBRUARY 28, 2023

Role: VP, Customer Success Location: Toronto, ON, Canada (Remote) Organization: Affinity.co As a VP, Customer Success you’ll assemble, nurture, and keep a top-notch team. Metrics at every level of the company that define success for our clients are established. Create a world-class client success team.

Customer Success 19

Customer Success Roadmap Customers ROI 19

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. The good news is Customer Success teams are growing both in size and budget. Panelists included: Alli Tiscornia, chief customer officer, ChurnZero.

2023 52

2023 Customer Success Chief Customer Officer 2022 52

SmartKarrot

JUNE 13, 2023

Role: Customer Success Manager Location: New York, NY, United States (Remote) Organization: Polar Analytics As a Customer Success Manager, you’ll have plenty of options in the future. As a Digital Marketing Customer Success Manager, you’ll be in control of client campaigns and projects.

Customer Success 19

Customer Success Return on Investment Roadmap Customers 19

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

2020 80

2020 Customer Success Chief Customer Officer ROI 80

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. General business metrics are important as well, so you can tie your activities back to overall company goals. READ THE GUIDE.

Metrics 65

Metrics Net Promoter Score Management NPS 65