Gainsight

JULY 10, 2023

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. For AuditBoard, this approach has improved the customer experience, enhanced retention rates, and made identifying customer advocates much easier.

Webinar 52

Webinar Roadmap ROI Touchpoint 52

InMoment XI

NOVEMBER 30, 2023

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Data Visualization and Reporting These tools often provide intuitive dashboards and reports that present key performance indicators, sentiment trends, and other crucial metrics. Consistency builds trust and recognition.

Brands 378

Brands Management Multi-Channel Social Media 378

Kapta Customer Success

JANUARY 10, 2022

Kapta provides a process roadmap and all of the tools to back it up so that your key account team can focus more on building strong relationships while the software does the heavy lifting of keeping track of metrics and results. Keep reading to learn all about the key account management process and how KAM software can help.

Management 98

Management Roadmap Metrics Voice of Customer 98

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

Gainsight

MARCH 7, 2022

Level 4: Teams share KPIs and other important metrics (e.g. It’s important to] have a structured feedback process for product roadmap and development, as well ongoing feedback for improvements for increasing adoption and value,” said Toolika Kapur, a Global Vice President of Transitions & Empowerment Programs. . NPS, onboarding) .

Customer Success 103

Customer Success Roadmap Chief Customer Officer Feedback 103

Gainsight

NOVEMBER 13, 2023

This redefinition has come with a fresh understanding—community isn’t just about metrics or member counts; it’s about driving tangible business value and enhancing the customer experience. It unveils a roadmap, explaining how to seamlessly integrate a community into the heart of the Customer journey.

Engagement 52

Engagement B2C Books Roadmap 52

Lithium

JULY 7, 2021

We are proud to announce Khoros has launched two new podcasts: CX Confessions: The Customer Experience Show , a thought leadership podcast on CX featuring C-suite executives, and Titans of Customer Engagement , a podcast highlighting tactical, digital engagement best practices and strategies with Khoros customers.

2021 52

2021 Roadmap Webinar Leadership 52

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 Customer Success Measurement Roadmap 40

Lithium

JUNE 2, 2021

Whether you’re a B2B or B2C brand, the global pandemic accelerated the need to be digital-first, and we’re proud to have helped over 2,000 of the world’s most successful brands make that transition with our award-winning customer engagement platform. Khoros Roadmap Webinar Tuesday, June 8 • Register today! Webinars & Events.

2021 52

2021 Roadmap Webinar B2C 52

CustomerSuccessBox

SEPTEMBER 20, 2021

For Entrepreneurs by David Skok is a blog for entrepreneurs that publishes some of the best content on customer success. David and his blog cover topics such as the SaaS business model and Metrics, 9 steps to get to repeatable, scalable, and profitable growth, Time to Wow!, Top reads: Managing Customer Success to Reduce Churn.

Blog 64

Blog Customer Success Customer Centricity Consulting 64

SurveySparrow

JUNE 20, 2023

Define Your Objectives Before diving into the world of Customer Experience Dashboards, it’s crucial to define your goals and objectives. Identify the key metrics that align with your business objectives and customer experience strategy. Additionally, it helps your design according to every unique customer journey.

Insights 52

Insights Net Promoter Score Customer Experience Social Media 52

Lithium

AUGUST 3, 2021

Khoros | Twitter Ads Discovery Program We are looking to get your feedback early in the process to ensure that we're building features with your use cases, goals, workflows, and success metrics in mind. Sign up now Influence our roadmap. Webinars & Events Some event areas are limited to Khoros customers only.

2021 52

2021 Webinar Events Download 52

ClientSuccess

NOVEMBER 22, 2021

Customer Engagement. Collecting data and insights from each of these channels – and then sharing it with the necessary teams – ensures that your team can proactively act on the information you have and be a true Voice of the Customer. . Social Media.

Marketing 52

Marketing NPS Voice of Customer Social Media 52

Gainsight

MARCH 21, 2023

Meaningful Metrics = Tangible Outcomes One theme that came up again and again, is this: No matter what your goals are, it’s critical that you’re driving tangible outcomes that are defined by meaningful, measurable metrics—especially when it comes to your digital strategy.

ROI 52

ROI 2023 Roadmap Metrics 52

Feedbackly

JANUARY 13, 2023

This is where the customer journey comes in handy. What is customer journey? A customer journey , also known as the buyer’s journey, is a core element of any CX strategy. Call it the roadmap to understanding your customers! The touchpoints through which customers engage with the brand may seem endless.

Customer Journey 52

Customer Journey Customer Journey Mapping Touchpoint Download 52

Lithium

DECEMBER 6, 2022

Event recap: Forrester CX NA Conference 2022 Recapping the emerging trends in one event shows the level of care and understanding Khoros strives to deliver to our customers and, by extension, your current and future customers. Thankfully, Khoros’ customer Airbnb has provided a perfect game plan. Publishing. Available On-demand.

2022 52

2022 Social Media 2023 Roadmap 52

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Do you have a roadmap for CX? Clear metrics exist for measuring progress that everyone agrees to use. Click To Tweet.

Chief Customer Officer 133

Chief Customer Officer Leadership Metrics Return on Investment 133

SurveySensum

SEPTEMBER 12, 2022

Customer loyalty and satisfaction metrics. Customer loyalty metrics tell you how loyal your customers are to your brand, on the other hand, the satisfaction metrics help you gauge their satisfaction level. And these metrics are analyzed by the feedback gathered via NPS and CSAT surveys.

Feedback 52

Feedback Social Media Roadmap Metrics 52

Totango

DECEMBER 3, 2020

NPS (Cited by 45% of Respondents): Net Promoter Scores help illustrate a customer’s experience by asking them to rank how likely they are to recommend your product on a scale of 1 – 10. This metric helps determine the baseline opinion of both your company and your service. . Document and Share Customer Data .

2020 64

2020 Customer Success Net Promoter Score Document 64

ChurnZero

JULY 2, 2020

During the webinar, Abby and Robin shared their firsthand experience on building customer-first organizations from the ground up as well as covering: How to structure your teams to better serve the customer. What processes should be put in place to drive customer engagement and adoption. That can be the tricky part.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

Gainsight

JULY 5, 2022

Every journey begins with a roadmap, and every business motion starts with a strategy. A CS ops professional or leader should be included in strategy discussions regarding a customer success strategy with both CS and business leaders. That includes metrics to measure your data against and timelines to accomplish your goals. .

Roadmap 59

Roadmap Return on Investment Customer Journey Customer Success 59

Gainsight

MAY 4, 2023

So, instead of being focused on Support, a Community should be a pivotal strategy in your Customer Success journey, driving real business results and value for the customer — not simply vanity metrics like member growth or number of posts. After the first engagement, it’s hard to get people to come back and stay engaged.

B2C 52

B2C Roadmap Books Travel 52

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Do you have a roadmap for CX? Clear metrics exist for measuring progress that everyone agrees to use. Click To Tweet.

Chief Customer Officer 107

Chief Customer Officer Leadership Metrics Return on Investment 107

Totango

MARCH 12, 2019

Follow a Roadmap Established by Customer Success Software. Quality customer success software makes it easy to break the onboarding process down into manageable steps, putting you on the path to success. Implement industry best practices that improve the quality of customer engagements and shorten learning and training periods.

Roadmap 80

Roadmap Fashion Measurement Customer Success 80

Gainsight

JULY 26, 2022

If you’re lacking visibility into product usage data, or if you don’t have the ability to guide and support how your customers engage with your product in valuable ways, there is a giant gap in your ability to fulfill your CS objectives. . Let your product handle the mundane so your CSMs can be human.

NPS 59

NPS Webinar Roadmap Feedback 59

ChurnZero

FEBRUARY 26, 2021

“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. Take the initiative to align on your product roadmap. That was years of friction between Product and Customer Success that was distilled into a few training sessions.

Customer Success 59

Customer Success Management Roadmap Feedback 59

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. This puts significant pressure on product teams to continually innovate and iterate products and services to deliver a compelling customer experience that drives new revenue.

Innovation 52

Innovation Roadmap Feedback Metrics 52

SmartKarrot

DECEMBER 13, 2022

Provide proactive thought leadership on customer strategy and roadmap, account governance, and reoccurring strategic discussions with both customer and SI. Develop adoption strategies, go-to-market & delivery plans, and economic models to realize the customer experience at scale.

Customer Success 19

Customer Success Roadmap Leadership Government 19

ijgolding

APRIL 19, 2017

“Strategy needs to be a balance between what the business wants and what the customer wants. Creating that balance would mean that the strategy does not just focus on business driven metrics (revenue, profit, cost etc.), but also customer driven ones (loyalty, satisfaction, effort etc.…).

Customer Experience 76

Customer Experience Customer Centricity Metrics Financial 76

Gainsight

FEBRUARY 20, 2019

Product teams can’t do this without a customer-facing counterpart, but they also shouldn’t rely solely on customer success teams to drive adoption. Depending upon your company’s product roadmap, you might be shipping and refining new product updates monthly, weekly, or even daily. Sign up for a demo today. SCHEDULE A DEMO.

Roadmap 45

Roadmap Demo Measurement Customer Success 45

Retently

MARCH 5, 2024

It’s not just about the content of these emails but how they reflect your commitment to outstanding customer service, showing that you prioritize excellence in every interaction. Crafting responses that take into account the voice of the customer requires a thoughtful approach.

Feedback 149

Feedback Social Media Customer Satisfaction Loyalty 149

Education Services Group

NOVEMBER 12, 2020

So, the necessity to keep customers engaged and satisfied is now more important than ever. By focusing on your customers’ success, Customer Lifetime Value (CLV) and Net Retention become critical metrics. Proactively preventing customer issues and escalations will ease the load of your support team.

Customer Success 64

Customer Success Roadmap Sales Advertising 64

Eptica

JUNE 17, 2016

When choosing new technology look at the impact it will have (backed up by metrics), frequency of use and applicability (the range of uses it will have). I recommend agreeing the metrics early and also ensuring that everyone agrees how they will be measured. What can be built on and what new solutions will you have to deploy?

Customer Experience 49

Customer Experience Chief Customer Officer 2016 Contact Center 49

Influitive

MAY 15, 2015

According to The Community Roundtable’s 2014 State of Community Management , there are two things the best-in-class communities have in common: 85 percent can measure their community’s value, and 76 percent have clear resourced roadmaps, which outline the financial and staffing resources needed reach their community goals. Community growth.

ROI 61

ROI B2B Roadmap Download 61

ClearAction

JANUARY 12, 2022

New key performance indicators (KPIs) are needed to assess: Ease-of-Doing-Business from the viewpoint of customers and suppliers. As your roadmap and indices for customer-centered management capability, let’s review the alternative angles on Ease-of-Doing-Business and Ease-of-Work provided by this article series: Ease of Doing Business.

Government 62

Government 2019 Net Promoter Score Customer Centricity 62

ClearAction

MAY 16, 2016

Customer experience excellence depends to a great extent on marketing having its act together. Marketing sets expectations for customers, it’s the face of the company in numerous situations, and it drives customer engagement and repurchase. Metrics monitor the health and provide ongoing inputs to all of the above.

Marketing 54

Marketing Customer Experience Sports Metrics 54

SurveySparrow

SEPTEMBER 18, 2023

In this blog, we’ll dive into the world of “customer experience benchmarking,” a practice that helps you gauge and improve your customer satisfaction. By utilizing the right metrics, gathering valuable feedback, and staying updated with the latest trends, you can excel in the realm of customer experience.

Metrics 52

Metrics Net Promoter Score Customer Experience Effort Score 52