Gainsight

APRIL 30, 2019

Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. Net Promoter Score (NPS). MAU and DAU give insight into engagement, adoption, and overall user health. Net Promoter Score (NPS). How do I improve NPS? WATCH THE WEBINAR.

Metrics 65

Metrics Net Promoter Score Management NPS 65

Gainsight

MAY 13, 2020

We wrote about our process here and we are hosting a follow-up webinar dedicated to our Risk Management approach with Gainsight customer FinancialForce. . Using Gainsight, they are able to map use cases and urgency into a roadmap which is translated into a Customer Success Plan that both the CSM and the customer have alignment around.

Roadmap 59

Roadmap ROI NPS Customer Success 59

InMoment XI

OCTOBER 10, 2023

This article delves deep into the world of customer service metrics, offering insights and actionable takeaways. They provide invaluable insights into customer satisfaction, customer loyalty , and overall experience. Such insights are invaluable. NPS is a reflection of customer loyalty and satisfaction.

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

SurveySensum

OCTOBER 5, 2020

Also, going forward, I’ll share some greater insights I gathered in a conversation with Yanira Sesniak , VP of Customer Success at IngeniousIO. In the above typical B2B SaaS customer journey, a customer attends your webinar and finds out about your product. Now, what are CSAT, CES, and NPS Survey? NPS Survey.

Customer Journey 52

Customer Journey B2B Net Promoter Score NPS 52

Wootric

MARCH 15, 2020

In SaaS, this often means using the all-important NPS survey to gauge overall loyalty and surface any issues that may affect renewal. Guneet Singh, Director of Customer Experience programs at Docusign, spoke about this in a recent Voice of the Customer webinar. Improve customer experience at customer journey touchpoints.

E Commerce 125

E Commerce E-support Chief Customer Officer Loyalty 125

SurveySensum

FEBRUARY 14, 2024

It’s like a gold mine of insights that can propel your business to new heights. Having the right tool is essential as it enables effective collection and utilization of employee feedback, turning it into actionable insights for exceptional employee experience that directly impacts business growth. But how do we do that?

2024 52

2024 Feedback Culture Demo 52

inmoment

JUNE 1, 2020

In the new ‘empathy economy’, the secret weapon lies within your customer feedback and your brand’s ability to turn those insights into action as quickly as possible. We’ve seen Australian brands turn off their VoC programs after seeing NPS scores drop. For Actionable Insights, Move from Past-Tense to Forward-Thinking Survey Questions.

Customer Experience 69

Customer Experience Feedback Insights NPS 69

Gainsight

FEBRUARY 20, 2019

Depending upon your company’s product roadmap, you might be shipping and refining new product updates monthly, weekly, or even daily. CS teams have a deeper level of insight, on a granular level. Success is measured in renewal rate , NPS , CLV, or retention rate. Sign up for a demo today. SCHEDULE A DEMO.

Roadmap 45

Roadmap Demo Measurement Customer Success 45

Wootric

DECEMBER 9, 2020

During the webinar, he laid out planning elements you need to consider when building your CX program. It would gather NPS, CSAT, and Customer Effort Score (CES) feedback from all relevant customer touchpoints, analyze that feedback and turn it into an actionable experience strategy. . Deliver insights to stakeholders. .

Banking 52

Banking Culture Feedback Customer Centricity 52

ClientSuccess

OCTOBER 10, 2017

Some metrics that CSMs should pay attention to during this stage include customer engagement numbers, types of content customers are engaging with (which often highlights the features they’re interested in), as well as interest in any marketing materials that deal with the customer success process or roadmap. Evaluation Stage.

Metrics 40

Metrics Customer Success Measurement Roadmap 40

Gainsight

OCTOBER 17, 2019

Nothing quantifiable—highlights in releases, roadmaps, tradeoffs. Chart representing the NPS of users using Gainsight NXT. Things come up in the business—a spike in churn, a drop in NPS, sales dropping because of perceptions in the market—the question is, “how do you bring information to bear in that discussion?”.

Metrics 45

Metrics Presentation NPS Roadmap 45

CSM Practice

JANUARY 1, 2017

Anna Connell: When no usage data is available, there are a couple of things I recommend having the customer success program focus on: Voice of customer metrics, including: NPS, Support scores, feedback from customer meeting, etc. Financial metrics: Renewal rates, early renewal rates (important!), customer churn data, account add-ons.

Customer Success 58

Customer Success Metrics E-support Customers 58

SmartKarrot

DECEMBER 2, 2020

Deliver clear insights to the product org that turn into product improvement priorities; work with prod/eng to create optimal feedback loops (effectively influence cross-functionally). Create NPS scoring and exceed industry standards. Build trust and create meaningful relationships amongst key Executives within each account.

Customer Success 10

Customer Success Roadmap Sales Customers 10

SurveySparrow

MARCH 26, 2021

A GTM strategy provides a roadmap for businesses to understand the relevancy and impact of their marketing and sales strategy. Prospects like them should be given case studies, tutorials, webinars, demos, etc. A detailed plan created to launch a product to the market is called a go-to marketing strategy. Winding up. .

Marketing 52

Marketing White Paper Advertising Airlines 52

CSM Practice

DECEMBER 4, 2020

Now most companies have a health score; Most customer success teams develop a health score and I talk a lot about it in my podcasts and webinars that I do throughout the year, how a customer health score in its designation is a very internal type metric. It was really important for us to go beyond an insight of a customer at the health level.

NPS 69

NPS Customers Customer Success Measurement 69

Lithium

AUGUST 2, 2022

When your organization is experiencing soaring attrition rates, everything will be affected from NPS scores, employee performance, and your bottom line. Curating Content From Insights Found In Customer Conversation Consumer curated content allows brands to build their content around what the consumer is already excited about.

2022 52

2022 Events Roadmap Webinar 52

Thematic

MARCH 29, 2020

How insights and analytics professionals can turn overwhelming volumes of customer feedback into a continuous product feedback loop. Sadly, this feedback is often not analyzed and when it is, the insights from it are rarely acted upon. I spent the last 5 years building Thematic , a customer feedback solution.

Feedback 111

Feedback E-support Metrics Insights 111

Gainsight

MAY 3, 2020

Remote work, a rapidly shifting product roadmap, and a demand to support existing customers have led to a tighter integration to improve retention. During this webinar we focused on three ways to drive this alignment: Product Analytics and Customer Context . Traditional Factors. You should know and your exec team should agree.

Customer Success 59

Customer Success Roadmap ROI Sports 59

ChurnZero

JANUARY 17, 2020

Today’s Customer Success tools have an abundance of features with wide-ranging benefits, which can streamline efficiencies by centralizing customer data, serving up proactive insights, formalizing customer health scoring and leveraging automation. Uncovering User Insights . On Uncovering Deep Customer Insights .

Metrics 72

Metrics Customer Success Insights Webinar 72

Amity

OCTOBER 31, 2016

It gave everyone, at the very least, visibility into what's going on, but it's also allowed us to step back and gain additional insights. We also publish content and conduct webinars with them, and we use the tools they use, like Marketo. So we regularly share best practices and conduct webinars and reviews with customers.

Customer Success 0

Customer Success Customers Definition Metrics 0

Pointillist

JULY 25, 2018

A well-thought project implementation plan is important both to ensure your customer journey analytics platform provides the insights required by the business and so that you create the best experience for your customers by fully leveraging the customer journey analytics process and mindset.

Customer Journey 43

Customer Journey Events Metrics Government 43

Gainsight

JUNE 10, 2021

To create this targeted experience, it’s important to put together a bespoke program that involves multiple channels like email, webinar, and office hours in a way that’s best suited to your users. Jen gave critical insight on how to provide training, coaching, assets, and tools through Gainsight’s CS Enablement. We’ll see you there!

Metrics 52

Metrics Customer Success Customer Journey Measurement 52