CSM Magazine

NOVEMBER 28, 2022

You’ll also want to ensure that your legal documents are tight. To ensure that all aspects of the product launch are rock-solid, you’ll want to develop a clear roadmap for development and testing. 5) Measure KPI. This includes privacy policies, terms and conditions, refund policies, and any other relevant paperwork.

Customer Service 52

Customer Service Marketing Roadmap Social Media 52

Totango

DECEMBER 3, 2020

This metric helps determine the baseline opinion of both your company and your service. . Feature Adoption (Cited by 39% of Respondents): This measurement shows how often a customer is using a product feature that you know is beneficial towards reaching their business goals. Document and Share Customer Data .

2020 64

2020 Customer Success Net Promoter Score Document 64

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. As a product manager, metrics affect every move you make.

Article 97

Article 2020 Roadmap Metrics 97

Avaya

APRIL 10, 2019

Companies that use any form of AI have seen incredible success metrics, including the following: 95% increase in new customers. Still, I frequently hear customers say: “AI is all hype,” to which I respond with documented ways companies are using AI today and finding huge success. 45% improvement in customer ratings.

Contact Center 71

Contact Center Virtual Agent Document Roadmap 71

Totango

MARCH 12, 2019

Follow a Roadmap Established by Customer Success Software. Robust customer success software can help you: Measure business goals and key performance indicators (KPIs). Document every customer interaction and automate tasks. Define Goals and Measure Success with KPIs. Automate a variety of campaigns.

Roadmap 80

Roadmap Fashion Measurement Customer Success 80

Gainsight

FEBRUARY 21, 2020

Before your next roadmap planning meeting, make sure you’re not making any of the following product experience mistakes and make fixing them a priority. Rethink the way you measure onboarding. Go beyond vanity metrics and measure how your onboarding impacts revenue. How do you prioritize your product roadmap?

Roadmap 89

Roadmap Demo Feedback Engagement 89

Retently

MAY 2, 2023

While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. NPS is one of the most popular metrics and measures customer loyalty. The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES.

Customer Journey 142

Customer Journey NPS Demo Customer Satisfaction 142

BirdEye

APRIL 17, 2023

How to build a subscription model The subscription business model’s success has been well-documented over the past few years. Build a subscription strategy Develop a strategy for your subscription model that provides a roadmap for everything, from concepts to execution and renewals. Annual recurring revenue (ARR) ARR is similar to MRR.

Customer Retention 98

Customer Retention Consumers Sales Reference 98

West Monroe

DECEMBER 20, 2022

We are interested to see how that metric moves in this year’s survey, given recent economic developments. Dow recently announced its accelerated commitment to deliver 3 million metric tons per year of circular and renewable solutions by 2030. This remains a barrier for many organizations.

2021 52

2021 2022 Metrics 2030 52

West Monroe

DECEMBER 20, 2022

We are interested to see how that metric moves in this year’s survey, given recent economic developments. Dow recently announced its accelerated commitment to deliver 3 million metric tons per year of circular and renewable solutions by 2030. Roadmap and an execution plan to meet your objectives.

2021 52

2021 2022 Metrics 2030 52

Influitive

MAY 15, 2015

Proving ROI and understanding how to measure the success of your online community are not only important in order to satisfy the C-suite, but also critical to the long-term viability of your program. If you’ve already developed a resourced roadmap, you’re well on your way. Define your goals and make a plan. Look at the numbers.

ROI 61

ROI B2B Roadmap Download 61

Centercode

JANUARY 22, 2021

But they’ve invested so much time and energy into continuing customer research and testing that their roadmaps align with where their customers are naturally headed. At every step of the way, they’re consulting customers and refining their roadmap, adding or improving features, and cleaning up design.

Roadmap 59

Roadmap User Experience Return on Investment ROI 59

ijgolding

APRIL 19, 2017

Creating that balance would mean that the strategy does not just focus on business driven metrics (revenue, profit, cost etc.), The purpose and ambition of any company ‘should’ be made clear in the creation and documentation of its strategy – strategy being defined as ‘a plan of action designed to achieve a long-term or overall aim’.

Customer Experience 76

Customer Experience Customer Centricity Metrics Financial 76

ClearAction

NOVEMBER 26, 2017

Alignment of data, forecasts & metrics leads to more predictable results. Marketing Operations = documented, shared knowledge. Meaningful metrics. Marketing dashboards are useless without a Marketing Operations focus to determine what & why to measure. Metrics granularity. Rationalized change roadmap.

Marketing 70

Marketing Roadmap Competitive Advantage Leadership 70

SmartKarrot

SEPTEMBER 20, 2022

Work to call centre based metrics such as adherence to schedule, quality requirements and productivity measures. Building effective relationships with different internal customer groups and document their needs and specific use cases with the platform. Provide documentation of issues and root causes for future issue avoidance.

Customer Success 19

Customer Success Document Roadmap Leadership 19

delighted

MARCH 24, 2020

Staffing requirements get evaluated, product roadmaps further prioritized, tools cut, and marketing spend trimmed. As companies worldwide turn their growth mindsets towards retention, now is the time to revamp outdated processes and documentation that have slipped by the wayside. Take a break from metrics. Set up site search.

Customer Retention 42

Customer Retention Customer Experience Document NPS 42

Gainsight

JANUARY 8, 2021

Alignment practices continue to be critical in the roadmap and feature development prioritization for Adobe. “We rely heavily on qualitative and quantitative metrics when focusing on retention and prioritization of our efforts,” Jackie explained. The progress scores are monitored monthly and shared with customers.

Sports 52

Sports Roadmap Government Customer Centricity 52

SmartKarrot

MAY 16, 2022

Work with clients to add additional services or solutions to support their needs, including but not limited to designing Statements of Work, implementing, and helping to measure the success of the programs. Track success through customer engagement scores, measures of churn, etc. Other duties as assigned.

Customer Success 19

Customer Success Roadmap Document Metrics 19

Gainsight

JUNE 11, 2021

Get started by analyzing, planning, creating, measuring, and optimizing what your idea of success looks like. And value should be measured at each stage of the engagement/adoption funnel. There should be explicit knowledge: data, information, documents, records, and files. Major Takeaways: Your personal brand matters.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

SmartKarrot

APRIL 26, 2022

Build centralized sources of truths for key cross-functional metrics (e.g., Measure operational metrics and tracking/reporting for the exec team, company, and board. Implement, review and take decisions based on meaningful customer metrics. Slack, email, newsletters) with product and customers/customer-facing teams.

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

Lithium

JUNE 11, 2019

Measurement through Metrics and Lithium Social Intelligence (LSI). Accessing Help and Documentation. Learn how to identify, define, and measure ROI for customer care. Identify and measure your success in the context of your business objectives. Community Structure and the rules for promulgation of settings.

Workshop 40

Workshop 2018 Social Media ROI 40

Lithium

JUNE 11, 2019

Measurement through Metrics and Lithium Social Intelligence (LSI). Accessing Help and Documentation. Learn how to identify, define, and measure ROI for customer care. Identify and measure your success in the context of your business objectives. Community Structure and the rules for promulgation of settings.

Workshop 40

Workshop 2018 Social Media ROI 40

Lithium

JUNE 11, 2019

Measurement through Metrics and Lithium Social Intelligence (LSI). Accessing Help and Documentation. Learn how to identify, define, and measure ROI for customer care. Identify and measure your success in the context of your business objectives. Community Structure and the rules for promulgation of settings.

Workshop 40

Workshop 2018 Social Media ROI 40

Amity

OCTOBER 12, 2017

For this reason, I’ve documented what I’m calling “The Cycle of Customer Success” There are a number of great Customer Success (CS) frameworks already out there which outline the core building blocks that Customer Success teams need. Measure & Iterate. Measure & Iterate. Customer Journey.

Customer Success 61

Customer Success Net Promoter Score Customer Journey Metrics 61

SurveySensum

FEBRUARY 14, 2024

This can include customer support, tutorials, webinars, and documentation. Goal Listing: Facilitate the documentation of company and team goals, ensuring clarity for direct reports on their objectives. It provides solutions for measuring and enhancing employee engagement, satisfaction, and organizational culture.

2024 52

2024 Feedback Culture Demo 52

Amity

JULY 10, 2017

Customer Success Managers often focus the QBR conversation around various metrics and information related to the client. They talk about what they did, what usage and support cases trends they see or what the product roadmap is - instead of having an exchange or interaction, otherwise known as a conversation. Paul Philp , Amity.

Metrics 63

Metrics Roadmap ROI Customer Success 63

SmartKarrot

MARCH 7, 2022

Define and develop metrics and dashboards to provide visibility and actionable insights to internal teams and leadership. Deliver key success metrics such as NPS and Net Recurring Revenue. Use discrete and aggregate measures of customer health to drive insights, to identify and mitigate areas of risk, and to take proactive action.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

Amity

OCTOBER 12, 2017

For this reason, I’ve documented what I’m calling “The Cycle of Customer Success” There are a number of great Customer Success (CS) frameworks already out there which outline the core building blocks that Customer Success teams need. Measure & Iterate. Measure & Iterate. Customer Journey.

Customer Success 49

Customer Success Net Promoter Score Customer Journey Metrics 49

CustomerSuccessBox

DECEMBER 4, 2018

Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. If you can’t measure it, you cannot improve it. There are several important KPIs such as MRR (monthly retention rate), account retention rate, and portfolio growth which every customer success team measures.

Customer Retention 40

Customer Retention Customer Success Metrics Presentation 40

SmartKarrot

APRIL 7, 2022

Define operational metrics for the group, and measure the Effectiveness of Customer Success. Collect product feedback and influence the product roadmap and go-to-market strategy. Implementing a system to document and communicate product feedback to relevant teams including Product, Engineering, Sales, Marketing, and Operations.

Customer Success 19

Customer Success Roadmap Document NPS 19

CSM Practice

OCTOBER 10, 2018

Measuring Your Team’s Health. Based on where you are in each pillar provides a score and allowed me to quickly identify the weakest points in the status-quo, and a roadmap of milestones to implement improvements. Playbook: You have a documented playbook for the entire customer journey that is used by your partners.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

Chattermill

SEPTEMBER 4, 2018

Slack knew they needed a seamless user experience where users could find documents and conversations with ease. NPS can help identify your brand’s advocates, drive your product roadmap, alert you to customers in danger of churning, and which customers you should approach for stories. They use NPS as the most important metric.

Net Promoter Score 40

Net Promoter Score NPS 2014 Advertising 40

CSM Practice

OCTOBER 10, 2018

Based on where you are in each pillar provides a score and allowed me to quickly identify the weakest points in the status-quo, and a roadmap of milestones to implement improvements. Playbook: You have a documented playbook for the entire customer journey that is used by your partners.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

SmartKarrot

JULY 22, 2021

Serve as the voice of customers to inform product roadmap decisions. Help refine and drive a multiyear support roadmap that will deliver best-in-class service. Continually measure and monitor Customer Health metrics and KPIs. Act as the voice of the customer internally to advocate customer’s needs.

Customer Success 10

Customer Success Roadmap Customers Document 10

SmartKarrot

JANUARY 13, 2021

Define operational metrics for the team and establish a system for tracking metrics. As a Vice President of Customer Success, you will set and manage your team’s objectives and priorities to ensure they achieve customer adoption, customer retention and customer satisfaction metrics.

Customer Success 10

Customer Success Document Metrics Consulting 10

Kayako

JANUARY 28, 2016

Track, plan and roadmap new product releases. It will show you the progress of projects and all the metrics of completed goals by individuals. Sharing documents amongst the team. Once the document is complete, you can share it with the entire team to review and it is always there for future reference.

Communication 60

Communication Feedback Document Roadmap 60

SmartKarrot

MAY 10, 2021

Collaborate with customers in a highly strategic manner to develop their success roadmap for the first 12 months of adoption and beyond. Identify product feedback from customers, spotting trends and surfacing to help shape the product roadmap. Meet productivity metrics and quality standards in client engagement.

Customer Success 10

Customer Success Roadmap ROI Workshop 10