Thematic

DECEMBER 28, 2022

Feedback analytics software is a powerful tool in a product manager's arsenal. In this post, we'll discuss six ways that feedback analytics can help product managers build better products! For product managers, this might be your NPS (Net Promoter Score) or CSAT (Customer Satisfaction Score).

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Feedback Management Net Promoter Score Roadmap 71

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. A Final Word InMoment’s Spotlight stands out in the realm of customer experience management.

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Social Media Insights Metrics Loyalty 260

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. 5 Steps to CX Management in the First 3 Months of Your Leadership Role.

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Transportation Management Chief Customer Officer Roadmap 129

SurveySparrow

JULY 23, 2023

” This quote beautifully captures the essence of Customer Experience Management (CEM). These Cuctsomer experience management tools are the key to unlocking customer satisfaction and elevating their journey with your brand. Medallia Imagine having a roadmap for each customer’s journey. Pricing : Custom pricing.

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Customer Experience Management 2023 CEM Customer Experience 52

Lithium

MARCH 5, 2024

If you are interested in joining the Khoros Academy Early Access Program, reach out to your Customer Success Manager. Khoros Fresh Features Product Release & Roadmap Webinar : Join our upcoming Fresh Features webinar to learn about recent releases, new product enhancements, and future roadmap from the Khoros product team.

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2024 Social Media Roadmap Webinar 52

West Monroe

NOVEMBER 9, 2022

Between Infrastructure Investment and Jobs Act (IIJA) and Inflation Reduction Act (IRA), utilities are now presented with a historic amount of opportunity in the energy space. It’s vital to start analyzing and taking advantage of opportunities to help position utilities for a clean energy future and maximize benefits for customers.

Presentation 52

Presentation Transportation 2030 Roadmap 52

Gainsight

SEPTEMBER 20, 2019

Our product management team creates a list of all the product improvements, potential new features, and critical bug fixes that need to be made. Once Product Management knows all the potential work items at play, the real work begins. As your team lays out the product roadmap for a period of time (quarter, cycle, sprint, etc.),

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Roadmap Document Webinar Definition 58

BirdEye

NOVEMBER 27, 2023

Tackling modern business challenges with Birdeye Reports Managing customer experience (CX) and online reputation pose various business challenges. Birdeye Reports tackles these hurdles head-on by offering granular insights into customer experience and online reputation management (ORM).

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Insights Social Media Multi-Channel Net Promoter Score 114

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 For example, Product Managers can share research requests when they want to talk to a customer with pain points related to a feature in review. Matt Kearns, Sr.

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Customer Success Management Roadmap Feedback 59

ChurnZero

APRIL 27, 2023

The meeting we were in was supposed to be a forum where the two teams could trade notes and collaborate on the product roadmap. Here are three ways to support product management so you can do the same. You’d be surprised—gathering and presenting feedback this way will do wonders in a meeting with product management.

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Customer Success Management Roadmap Feedback 52

Wootric

JULY 28, 2020

Building and maintaining the product roadmap is a central part of your role as a product manager. Yet there is surprisingly little consensus about product roadmaps across the product management community. Product roadmaps fit very strategically into this hierarchy. Finally, move from your roadmap to your backlog.

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Roadmap Net Promoter Score Document Presentation 128

Joe Rawlinson

MAY 15, 2023

It’s essentially a roadmap for your business, outlining your goals, strategies, and the steps you need to take to achieve them. Remember, a well-researched business plan will provide clarity for you as the business owner and serve as a valuable tool when seeking funding or presenting your ideas to potential investors.

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Financial Social Media Roadmap Loyalty 78

CX Accelerator

JUNE 8, 2020

These could be strategic calls to key customers to ask them about their experience. ,, Murphy Fraser , Client Success Manager at Skillshare, also recommends investigating customer activity on your website as a means of “interviewing” them. Present your product roadmap and get valuable customer input.

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Social Media Contact Center Call Recording Voice of Customer 345

West Monroe

NOVEMBER 9, 2022

Between Infrastructure Investment and Jobs Act (IIJA) and Inflation Reduction Act (IRA), utilities are now presented with a historic amount of opportunity in the energy space. It’s vital to start analyzing and taking advantage of opportunities to help position utilities for a clean energy future and maximize benefits for customers.

Presentation 40

Presentation Transportation 2030 Roadmap 40

West Monroe

NOVEMBER 9, 2022

Between Infrastructure Investment and Jobs Act (IIJA) and Inflation Reduction Act (IRA), utilities are now presented with a historic amount of opportunity in the energy space. It’s vital to start analyzing and taking advantage of opportunities to help position utilities for a clean energy future and maximize benefits for customers.

Presentation 40

Presentation Transportation 2030 Roadmap 40

CustomerSuccessBox

JANUARY 10, 2022

Customer Success Manager job description: As a CSM (Customer Success Manager), your role is to maintain a good relationship and the satisfaction of your existing customers while developing the customer portfolio. Additional Resource – What is a Customer Success Manager. Main missions of the Customer Success Manager.

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2022 Customer Success Management 2021 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

Identify Business Outcomes Before presenting the business case for CX efforts, it is important to identify the specific business outcomes that will be impacted by improved customer experience. Don’t be afraid of leveraging goals like “Full implementation of a new AI-powered Customer Relationship Management (CRM) system.” Stories can.

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Leadership Customer Experience Customer Centricity Net Promoter Score 259

CSM Magazine

SEPTEMBER 18, 2023

Tailored specifically for Operations and IT specialists, Contact Centre Team Leaders and Managers, the event was an insightful nexus of industry experts and like-minded professionals discussing the future of CX. This presented an opportunity for participants to share their thoughts, concerns, and ideas about the future of CX.

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Customer Experience Roadmap Multi-Channel Events 59

SurveySensum

JANUARY 24, 2024

One of our long-time SaaS clients, Alice, launched her business a few years ago, and her project management tool skyrocketed as it solved a few drawbacks of existing tools in the market. How to Manage Multiple Feature Requests? How to Manage Multiple Feature Requests? Where you can visualize, manage, and update the requests.

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Roadmap Feedback Demo Customers 52

Customer Bliss

SEPTEMBER 19, 2017

Libby also served as an account manager at Donnelley Marketing Information Services in Stamford, CT where she was responsible for customer acquisition in the advertising, media and telecommunications industries. They needed to refocus. As the company had grown and some of the training had shifted, the message about value had changed.

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Chief Customer Officer Roadmap Telecommunications Customer Journey Mapping 97

SurveySensum

MARCH 28, 2024

There’s an art to managing coursework, exams, and, let’s not forget, the all-important self-care. Leveraging productivity techniques is like unlocking a new level in the game of academia, where better time management equals more moments for relaxation and less academic stress. Mastering this delicate balance?

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Roadmap Feedback Presentation Social Media 52

West Monroe

JANUARY 2, 2024

At this stage, a crucial responsibility for the CFO is the collection of a diverse range of quantitative and qualitative metrics; these metrics serve as the backbone of the organization's prioritized focus, essentially forming the finance transformation roadmap.

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Roadmap Technology Financial Metrics 52

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. Customer-centered management is straightforward business sense. Business Sense. True Definitions.

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Management Customer Experience Management Books Financial 69

Lithium

NOVEMBER 1, 2022

New Coaching Video: Agent Activities Metrics Overview Agent Activities gives you visibility into how the agents are using the app and how they are managing their work on conversations. Manage View Updates. Care admins can now grant or revoke roles and column access for Manage View users. Available On-demand.

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2022 Roadmap ROI Social Media 52

SurveySparrow

SEPTEMBER 8, 2021

We’re sure you’ll try to find why along with ways to manage and improve it? . First, we’ll talk about employee experience management and how an employee experience platform would improve it. What Is Employee Experience Management? To understand Employee Experience Management, we need to know about Employee Experience first.

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Employee Experience 2021 Management Culture 59

Experience Investigators by 360Connext

AUGUST 22, 2023

It gets easier with time, and there are plenty of great feedback management tools to help. Present your data in ways that speak to specific departments, and continually follow up to show them how they are driving noticeable improvements in the experience. The goal, however, is to meet customers wherever they are and on their terms.

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Customer Experience Feedback Customers Customer Centricity 143

Thematic

APRIL 13, 2023

We wanted to ensure that ALL product teams were leveraging ALL customer feedback to make informed business decisions when prioritising roadmaps. It made this process difficult to manage in an efficient and balanced way. We developed a public-facing policy to manage customer expectations. Why Thematic?

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Feedback Roadmap Culture Insights 71

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. All of these actions propel customers toward a faster realization of their goals while eliminating low-value customer success manager (CSM) tasks.

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Customer Success 2023 B2B Customer Relationship Management 91

Oracle

FEBRUARY 21, 2020

Customer spotlight session featuring Daniel Foppen, CX Service Strategy, Oracle; Shep Hyken, Chief Amazement Officer, Shepard Presentations; Moritz von Butler, Global Head of Digitalization and Change, HR Services & Solutions, Credit Suisse; URVASHI Sheth, Senior Vice President, Client Services, Intermedia.

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2020 Customer Service Roadmap Hospitality 62

ShepHyken

JANUARY 22, 2019

The Interview with Mark Samuel: Mark’s book, B STATE: A New Roadmap for Bold Leadership, Brave Culture, and Breakthrough Results , details a paradigm shift that will lead individuals and companies to success. By focusing on middle management, cultural changes will trickle down to other areas of company, promoting growth and success.

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Roadmap Exceptional Customer Service Books Culture 91

SurveySparrow

DECEMBER 7, 2020

Then, 2020 arrived, and a digital transformation roadmap became the need of the hour. . These tools help you create a digital transformation roadmap and easily give your business a digital presence. . That’s why we’ve picked the 8 most useful tools to help businesses with their digital transformation roadmap. .

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Roadmap Social Media Net Promoter Score Communication 52

iCiDIGITAL

JULY 11, 2018

AEM Assets has moved beyond just an integrated web DAM into a full-blown Digital Asset Management platform and Forrester is paying attention. For Digital Asset Management, Forrester focuses on 3 major findings: ability to scale, cross-channel reuse capability, and over technical flexibility for omnichannel delivery. Why it Matters.

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Management Roadmap Omnichannel Download 40

Quadient

JULY 21, 2022

La maturità del Customer Experience Management. Questo esige che le comunicazioni con i clienti e le interazioni digitali nascano da una strategia centralizzata di Customer Experience Management (CXM), che sia a sua volta basata su una comprensione a 360 gradi del modo in cui i clienti pensano, si sentono e si comportano. j.shah-thiel.

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Customer Experience Management Customer Experience Management Roadmap 40

Gainsight

DECEMBER 21, 2023

Now, the verdict is in, and everyone agrees that proactive Customer Success Managers (CSMs) are best positioned to drive value and deliver a better customer experience. But when you’re an early-stage company, proactive management is difficult without the right resources and tooling.

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2023 Customer Success Culture Roadmap 52

Thematic

JUNE 9, 2022

When developing a masterclass on this topic, we talked to our customers - insights managers and researchers, CX practitioners and product leaders, both at an individual contributor and executive level - about the key ingredients for sharing insights, and how to use them to build a story: one that is relevant, engaging and useful.

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Feedback Roadmap Insights Metrics 62

West Monroe

MARCH 14, 2024

We sit in the boardroom alongside investors, CEOs, CFOs, CIOs, and management teams and can translate between the groups that don’t always—in fact, rarely—speak the same language. The challenges and opportunities presented by the current business landscape reinforce the messages we've shared with our clients and prospects.

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Banking 2030 Financial ROI 40

CSM Practice

JUNE 25, 2019

We examined the more proactive role that support teams are playing and then introduce the concept of the portfolio success manager. We see more time and resources spent on understanding how customer success managers (CSMs) paint a roadmap for customers and ensure customers know how to maximize value with their solution.

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Management Customer Success Books Roadmap 55