Thematic

DECEMBER 28, 2022

Understand customer context Metrics go up, and metrics go down. 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. What you need to know is how to move your numbers in a positive direction!

Feedback 71

Feedback Management Net Promoter Score Roadmap 71

Lithium

MAY 3, 2022

Join us as the Khoros product team shares recent innovations to the Khoros platform and walks through upcoming releases on our roadmap. Understand how Khoros is progressing across our platform, including: Marketing, Care, Community, and AI. to present to their leadership team. Hello Atlas members! Available On-demand.

Multi-Channel 52

Multi-Channel Webinar Social Media Roadmap 52

Customer Bliss

AUGUST 3, 2018

Unfortunately, in some places, there’s still a lack of trust in the metrics and cost-benefit analysis that experience officers are putting against investments they’re proposing to the C-Suite. Metrics tools are great but don’t forget about the human element. There’s still a need to raise the game on the science.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. 1 – Look Deeper than Surface-Level Metrics. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Thematic

APRIL 3, 2024

Communication: Be transparent with customers, both individually and broadly. It allows you to understand why your metrics are shifting and segment your customers to improve experiences for those who aren't thriving. Benchmark Analysis: Capture feedback metrics and themes at one point in time to establish a baseline.

Social Media 62

Social Media Feedback NPS Insights 62

SurveySensum

JULY 11, 2023

Finally, your burger arrives, perfectly cooked and beautifully presented. Tailor communication and messaging based on individual customer preferences. Must have Effective Communication! This is how effective communication builds trust and strong customer relationships. Use automation and AI to personalize interactions.

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

Retently

MARCH 5, 2024

Tailored email templates for feedback can streamline these communications without sacrificing the personal touch that makes recipients feel valued. Using our tips as a roadmap, you can fine-tune your interactions to ensure they’re effective and resonate well with your clients.

Feedback 149

Feedback Social Media Customer Satisfaction Loyalty 149

Gainsight

JULY 5, 2022

Excellent communication and listening skills. These tasks are impossible without communication skills that can traverse subject matter, message, and audience. Every journey begins with a roadmap, and every business motion starts with a strategy. Change management always begins with pre-launch communication and training.

Roadmap 59

Roadmap Return on Investment Customer Journey Customer Success 59

Lumoa

JANUARY 19, 2023

It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives. Project management, to ensure that projects are well organized, completed on time and meet key metrics. These tools can be automation software, communication apps, or help desk suites.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Totango

MARCH 12, 2019

The good news is that onboarding in the digital era has become easier; interactions happen faster, communication is streamlined, and customer success software can notify you of important events. Let’s go over a few ways to make innovations in the digital era of communication work for you. Automate a variety of campaigns.

Roadmap 80

Roadmap Fashion Measurement Customer Success 80

ChurnZero

FEBRUARY 26, 2021

Once feedback is organized into themes, appoint a CSM to represent the voice of the customer and present the requests to the Product team on a monthly or quarterly basis. “If That’s been very effective and the best way we’ve gotten the customer voice into the roadmap for such a use case-based product,” says Amanda.

Customer Success 59

Customer Success Management Roadmap Feedback 59

Totango

DECEMBER 3, 2020

Good CS teams capitalize on the opportunities made by healthy accounts, while addressing the issues present in struggling ones. This metric helps determine the baseline opinion of both your company and your service. . Enhance the product roadmap with real-time customer data—both qualitative and quantitative.

2020 64

2020 Customer Success Net Promoter Score Document 64

Aveus

MAY 18, 2021

As a result, industry analysts expect Star performance to decline—at least until MA plans figure out how to meet consumer experience expectations, the most challenging set of metrics to satisfy. Under the new methodology for calculating MA quality scores, consumer experience-related metrics will determine 57% of overall Star ratings by 2023.

Consumers 52

Consumers Healthcare Metrics Measurement 52

Thematic

JULY 11, 2022

Here’s how thematic analysis can be applied in the real world: Drive product roadmaps Thematic analysis is awesome when it comes to analyzing subjective feedback like product reviews. Finding these types of insights enables you to validate your product and create data-driven product roadmaps.

Roadmap 77

Roadmap Banking NPS Feedback 77

InMoment XI

FEBRUARY 1, 2024

Spotlight’s integrated approach provides a comprehensive view, turning past and present data into powerful, actionable insights for immediate strategic impact. This metric is key in understanding customer satisfaction and loyalty, as higher effort levels correlate with negative customer experiences.

Social Media 260

Social Media Insights Metrics Loyalty 260

Clarabridge

MAY 9, 2018

With a roadmap to success, of course! Roadmap to Success: Taking Your CX Program to the Next Level. Milan then took us to school about best practices when it comes to using data visualizations to help communicate that story clearly. So how do you even begin to celebrate ten years of transformation?

2018 40

2018 CEM Roadmap Contact Center 40

Lumoa

AUGUST 23, 2021

Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world. Embrace the rise of messaging apps One way might be to incorporate texting into your communication channels.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

CX Journey

MAY 5, 2015

I've been involved in the planning of this event the last couple years; this year, I was tasked with lining up bloggers (in addition to myself) to capture highlights of the presentations and podcasters to get the real scoop from speakers in audio. Let's dive in to her presentation. How else did she communicate? Tractor talk!

Government 68

Government Customer Experience Events Presentation 68

SmartKarrot

AUGUST 18, 2022

Quantify business impact of using OfferFit and communicate out to customers regularly. Communicate customer needs to OfferFit’s product & marketing teams to ensure a customer-centric product roadmap. Communicate customer needs to OfferFit’s product & marketing teams to ensure a customer-centric product roadmap.

Customer Success 19

Customer Success Roadmap Customer Satisfaction Advertising 19

Thematic

MAY 19, 2022

Explaining spikes and drops in essential metrics are their bread and butter, as is helping product teams leverage data for deep customer insights. Don’t forget to also communicate with customers about the changes you’ve made, to show that you’re listening and committed to improving product and customer experiences.

Net Promoter Score 71

Net Promoter Score Feedback E-support Insights 71

delighted

APRIL 7, 2020

The short answer is that it is okay to continue asking for feedback – keep communication lines open. When collecting feedback, revise your customer and employee communications to make it clear that you’re asking out of a place of care. Take a break from metrics. Show care and empathy. Even revenue numbers are not immune.

Customer Retention 52

Customer Retention Customer Experience NPS Feedback 52

SmartKarrot

AUGUST 12, 2021

Actively coaches and develops the team through effective communication, mentorship, and leadership; acts as a point of escalation. Proactively communicates product enhancements and provides visibility into product roadmap to client base. Driving adoption, setting KPIs and success metrics, demonstrating ROI.

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

Retently

MAY 2, 2023

NPS is one of the most popular metrics and measures customer loyalty. Example of CSAT survey CES , which stands for Customer Effort Score, is another satisfaction metric that measures how easy or difficult it is to interact with a product or service. How would you rate the presenter’s expertise about our product?

Customer Journey 142

Customer Journey NPS Demo Customer Satisfaction 142

ChurnZero

JULY 12, 2019

Do you need to improve team communication? Successful applications can easily prove the value they provide (from the onboarding phase on), keep reminding users of what they’ve achieved and how their situation has improved while accessing a particular service, and lead customers to success by effectively impacting metrics and KPIs.

Customer Success 75

Customer Success Roadmap Metrics User Experience 75

SmartKarrot

FEBRUARY 9, 2023

Promote user adoption through a variety of touchpoints, such as workshops, product roadmap discussions, training, and forming connections with a number of champions and power users. Establish quarterly business reviews (“QBRs”) to gauge the health of your customers, get feedback, and communicate planned product upgrades.

Customer Success 19

Customer Success Workshop Roadmap Customers 19

Gainsight

JUNE 11, 2021

Major Takeaways: Onboarding is the perfect time to understand your customer, to set clear expectations, to align with the customer’s goals and metrics to ensure they see success, and to empower the customer so they can take ownership right away. Unexpected changes, such as new pricing and packaging, need to be clearly communicated.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

SmartKarrot

AUGUST 29, 2022

Role: Senior Customer Success Manager Location: Boston, MA, US Organization: LeanIX As a Senior Customer Success Manager, you will be responsible for the retention of customer accounts by ensuring continuous communication and relentless support and guidance. Ensure a successful and robust onboarding experience for all new customers.

Customer Success 19

Customer Success Call Center Roadmap Government 19

SmartKarrot

OCTOBER 10, 2022

Analyze and synthesize data in order to present a story to a customer and persuade them to engage in next steps. Create account engagement plans for all customers, Own and drive operational communications, including Customer ROI from the platform throughout the customer journey. Present in-person and web demo training sessions.

Customer Success 19

Customer Success Seminar Roadmap Healthcare 19

SmartKarrot

OCTOBER 27, 2022

Accurately present customers’ voices internally, escalating their voices as appropriate. Work with Revenue Operations to build reports, dashboards, and scorecards to communicate the customer health, retention probability, and effectiveness of high-touch customer success programs. testimonials, case studies). Apply here: [link].

Customer Success 19

Customer Success Roadmap ROI Customers 19

delighted

APRIL 7, 2020

The short answer is that it is okay to continue asking for feedback – keep communication lines open. When collecting feedback, revise your customer and employee communications to make it clear that you’re asking out of a place of care. Take a break from metrics. Show care and empathy. Even revenue numbers are not immune.

Customer Retention 42

Customer Retention Customer Experience NPS Feedback 42

CustomerSuccessBox

DECEMBER 4, 2018

Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. It’s best when this information is available before onboarding so the CSM can have a recommended plan to present at kick off. Do not focus on too many metrics as that can make the success plan go haywire.

Customer Retention 40

Customer Retention Customer Success Metrics Presentation 40

Gainsight

APRIL 14, 2022

One final sign that you need to call in the CS ops big guns is when your executive team is starting to request CS metrics be presented at your company’s board meetings. Strong communicator. Here are some of the core functions and roles your CS Ops team will take on to help scale your org: Plan the roadmap for your CS practice.

Chief Customer Officer 52

Chief Customer Officer Leadership Customer Success Roadmap 52

inmoment

JUNE 1, 2020

Marketing strategies in most organisations have quickly pivoted to adapt with advertisements and corporate communications declaring “we are here to help!” Companies that are surviving and thriving are those that are exhibiting emotional intelligence and communicating with care, honesty, and empathy. Empathy is Now a CX Commodity .

Customer Experience 69

Customer Experience Feedback Insights NPS 69

SurveySparrow

SEPTEMBER 6, 2019

As a part of the customer experience program, Customer Lifetime Value is one of the key metrics that need to be tracked. This is an important metric as it keeps you aware of how valuable an already existing customer is and ensure that you take steps to keep them satisfied. Go a step ahead and offer live chat support for your customers.

Social Media 51

Social Media Metrics Customers Presentation 51

SmartKarrot

MARCH 21, 2023

Work together with the product development team to modify the product roadmap in response to client comments and market developments. Metrics for customer success should be measured and analysed to find areas for improvement. Lead a group of customer success managers and make sure they are working towards the same goals.

Customer Success 19

Customer Success E Commerce E-support Consulting 19

SmartKarrot

APRIL 28, 2022

Visit customers for one on one strategy, roadmap, and alignment meetings (as needed). Deliver on key success metrics such as NPS and CSAT. Frequent multi-level communications through executive business reviews, QBRs, etc. Build and maintain high-quality, long-lasting, relationships with the executives of customer accounts.

Customer Success 19

Customer Success E-support E Commerce Roadmap 19

CustomerSuccessBox

NOVEMBER 1, 2018

Maintenance: Account touchpoints, roadmap calls, etc. Past: Which metrics are you using? Present: Customer success metrics that help you self-correct, e.g., customer usage, customer experience, etc. So, move towards metrics which can change the way you engage with customers. Lesson 5: Talking about customers.

Customer Success 40

Customer Success Webinar Customers Metrics 40