CSM Magazine

JULY 11, 2023

Regularly engage with customers to gather feedback, understand their experiences, and identify areas for improvement. Embrace these principles to foster a culture of continuous improvement and responsiveness to customer feedback. Regularly review and adjust your product roadmap based on market insights and customer feedback.

Management 40

Management Workshop Roadmap Communication 40

Clarabridge

MAY 9, 2018

With a roadmap to success, of course! Roadmap to Success: Taking Your CX Program to the Next Level. According to the Temkin Group, 63% of companies are soliciting feedback from customers, but only 24% are making changes to their business as a result of the insights.

2018 40

2018 CEM Roadmap Contact Center 40

SurveySparrow

APRIL 26, 2023

Variety is key, so mix it up with workshops, online courses, mentoring, and more. Last but not least, encourage open communication and feedback. Consider using metrics like skill proficiency levels, completion of training courses, or other performance indicators.

Measurement 52

Measurement Feedback Workshop Roadmap 52

CCO Council

OCTOBER 2, 2019

As well, this function must have the ability to determine both the customer and business impact of this feedback. Another capability is the Roadmap & Strategy function. Distilling a single, comprehensive set of metrics that presents an overall view of Ease of Doing Business is hard work. But the payoff is enormous.

Chief Customer Officer 40

Chief Customer Officer Effort Score Metrics Workshop 40

Alida

NOVEMBER 8, 2017

Then one day a consultant from our ERP vendor came onsite to hold a workshop. I’m incredibly grateful for the relationships I’ve built during my career with my customers based on the same ideals I witnessed in that workshop almost 20 years ago. What’s on your roadmap for customer initiatives at Vision Critical? Absolutely.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

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

SmartKarrot

SEPTEMBER 6, 2021

Maintain, develop and execute key performance metrics to ensure high customer satisfaction and low attrition rates. Facilitate workshops to help the users understand the product and the advantages. Drive product adoption by learning customers’ goals and suggesting ways to help achieve them through process, product and roadmap requests.

Customer Success 19

Customer Success E-support Workshop Roadmap 19

SmartKarrot

JULY 2, 2021

Track trends in client satisfaction metrics to drive and maintain high levels of satisfaction and user adoption of products and services, deliver programs to retain clients and mitigate churn. Conduct group refresher workshops and webinars. And then execute on these plans.

Customer Success 10

Customer Success Seminar Workshop Roadmap 10

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

Martin Hill-Wilson

JANUARY 25, 2016

The roadmap they share with me shows they intend to travel even further over the coming months. So when we sit in workshop one of the P&Q Challenge and ask the simple but catalytic question ‘what is quality?’, Some brands have promoted customer experience measures to have equal status with traditional compliance metrics.

Insurance 40

Insurance Multi-Channel Chief Customer Officer Travel 40

SmartKarrot

MARCH 16, 2022

Gathering customer product feedback and communicating back to product management and engineering to shape the product development roadmap as the voice of the customers. Conduct training/onboarding workshops for new and growing customers. Developing scalable customer success features.

Customer Success 3

Customer Success Workshop Roadmap Customers 3

Gainsight

AUGUST 10, 2020

A lot of valuable insights, relevant questions, and real-time workshopping. The question now is, how do you drive efficiencies in that process and make sure you aren’t driving up your cost-to-serve metrics. The CS org is a gold mine of feedback and potential innovation for your product team to leverage.

Leadership 59

Leadership 2020 Events Customer Success 59

SurveySensum

JULY 14, 2020

Adrian Swinscoe – Customer Service & Experience Advisor, Speaker, Workshop, Masterclass Leader. He founded Feedbackly, a customer feedback software in 2012, and CXForum, a CX network CX of CX professionals and companies to bring knowledge and methods together to create better experiences unconditionally in 2019.

2020 132

2020 Customer Experience Magazine Consulting 132