ClientSuccess

MARCH 28, 2023

The allocation of resources, in particular, is a critical factor that can either make or break a customer success team’s large account management process. Often, SaaS vendors’ strategic roadmaps tend to shift and change based on enterprise accounts’ requirements. Here are a few factors to consider: 1.

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Gainsight

JANUARY 6, 2023

We compiled our best product experience resources from last year, including blogs, ebooks, webinars, and more. You’ll learn everything from utilizing product analytics and product adoption strategies to career advice for product management professionals. Are Product Managers Chief Executives of Their Product?

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ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. Customer Success Managers don’t want to contribute to email fatigue, but they also don’t want to be silent. Jeremy’s team is heavily reliant on auto-renewals with 18,000 customers managed across nine Customer Success Managers.

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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. Start Simple With One-to-Many Webinars For organizations looking to augment the role of CSMs through digital means, several strategies can be initiated.

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Gainsight

SEPTEMBER 20, 2019

We recently had the opportunity to join Gainsight for a webinar about Finding Friction in Your User Journey and How to Fix It. At FullStory, we’ve landed on a successful process for prioritizing our product efforts called the 9-Blocker and we shared a little bit about this process in the webinar. When in Doubt, List It Out.

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InMoment XI

OCTOBER 10, 2023

Resolution Time, which is commonly used in case management strategies, measures the total time taken to address and resolve a customer’s query or concern. These metrics provide a roadmap for improvement, ensuring businesses remain customer-centric in their approach.

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Gainsight

FEBRUARY 29, 2024

That topic was the focus of Gainsight’s recent webinar with partnership experts Jay McBain from Canalys and Jane Bossert from IBM. Overcoming Through-Partner Customer Success Barriers With Technology Communication stands at the center of effectively managing the intricacies of channel partnerships and partner ecosystems.

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Kayako

NOVEMBER 30, 2015

Janna Bastow of ProdPad will be joining Kayako’s Dan Wong for a webinar about the benefits of going public with your product roadmap on Thursday December 3rd, 4pm GMT / 11am ET / 8am PT. simplybastow and @gnownad show how to communicate with customers using your product roadmap. Join the webinar. Sign up here.

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Lithium

MAY 3, 2022

Join us as the Khoros product team shares recent innovations to the Khoros platform and walks through upcoming releases on our roadmap. In this webinar you’ll: Learn about key innovations and investments across the Khoros platform. Webinars & Events Some event areas are limited to Khoros customers only. Available On-demand.

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InMoment XI

OCTOBER 24, 2023

By harnessing the power of historical data, predictive analytics crafts narratives of the future, offering businesses a roadmap to navigate the ever-evolving landscape of customer expectations. Watch this insightful webinar to gain more insights and elevate your customer experience game.

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Talkdesk

DECEMBER 1, 2020

Based on this experience, we have developed the Talkdesk CX Maturity Model™ to help brands understand their current maturity, set a vision for their ideal future state and create a roadmap to get there. The Talkdesk CX Maturity Model evaluates CX based on nine core areas: .

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Lithium

JULY 7, 2021

Community Managers & Mental Health Khoros Strategic Services team dive into how fostering connection and meaningful relationships can lead to improved mental health. Q2 Resource Round-up Khoros Roadmap This post outlines "now available" features mentioned for each Khoros product and helpful resources.

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ClientSuccess

JUNE 1, 2022

Unfortunately, while these are all not directly related to customer success or customer relationship management, the CSM is on the front lines of these relationships and is often looked to as the leader in all things customer churn. Then, stick to this roadmap throughout the customer relationship to ensure you’re on the right path. .

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Lithium

AUGUST 3, 2021

Sign up now Influence our roadmap. Webinars & Events Some event areas are limited to Khoros customers only. Upcoming Webinars. Advanced Marketing product webinars Watch now. Advanced Care product webinars Watch now. Advanced Communities product webinars Watch now. Available On Demand.

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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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Talkdesk

MARCH 12, 2020

Managing this intersection is Jennifer Lundberg’s primary role, and she’s done it for organizations of all types: “I think if you can come up with a function for contact centers, we cover it.”. Studio , Talkdesk’s routing designer, has proven to be an impactful tool for designing and managing efficient customer journeys.

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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. Here are six critical product management KPI’s (Key Performance Indicators) that every product manager should know.

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Metrics Net Promoter Score Management NPS 65

Think Customers

MARCH 2, 2023

Technology investments will be more tempered in 2023 and that calls for more strategic planning, said panelists on the recent ICMI webinar, “Weathering the Storm: Investing for Long-Term Contact Center Success.” D’Antonio agreed managing channels is a challenge. Understand your customer and why they are engaging.

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Lithium

DECEMBER 6, 2022

How General Motors Found a Best-in-Class Social Media Management Solution with Khoros The GM Social Media CoE needed to find the best listening, engagement and customer care tools to deliver a first-class experience across social for its fans, so they decided to reevaluate GM’s social media management software to better deliver on that promise.

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PeopleMetrics

JANUARY 24, 2022

We can help in three ways: Customer Experience Management – this is the core of what we do today with our software platform and supporting services. Our product roadmap has exciting new features planned this year around the theme of high-value customer understanding and retention. There’s a lot more on the roadmap, more to come soon.

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Lithium

OCTOBER 4, 2022

Khoros Innovate On-demand + Roadmap Resource Roundup Our latest roadmap aims to help you break down information silos and fragmented systems. Your partners for seamless social media management and deep listening We’re combining Khoros' industry-leading social suite with Talkwalker’s best-in-class deep listening. Communities.

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Lumoa

APRIL 8, 2024

We have a message from our founders that will cover everything in more detail, but to be brief, the Lumoa you know will not change – only now we can do more to help you manage the voice of the customer! Contact your CS manager or email help@lumoa.me Sign up for our webinar to learn more ! to learn more!

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ChurnZero

SEPTEMBER 20, 2019

CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution. No worries on if you missed this webinar (or even if you want to listen to it again), you can view the webinar on-demand here.

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Customer Success Roadmap Webinar Customers 66

Gainsight

APRIL 21, 2022

We compiled our best Product Experience resources from last year, from blogs, ebooks, and webinars. You will learn everything from utilizing product analytics and product adoption strategies to career advice for Product Management professionals. . Creating a Product Roadmap? Top KPIs Every Product Manager Should Track.

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COPC

MAY 31, 2022

The COPC Customer Experience (CX) Standard is the most established and accepted performance management system. Together they are responsible for managing, developing and expanding the?COPC Each month, a data-rich report is released, followed by an interactive expert-led webinar to review the findings. are the latest updates.?.

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Lithium

MARCH 7, 2023

[Podcast] The Future of Conversational AI, with Khoros’ Gijs Van De Nieuwegiessen - This week is a fun one with Khoros VP of Automation, Gijs Van De Nieuwegiessen, and we discuss the velocity of conversational AI technology in different industries Communities 2023 Khoros Brand Communities Roadmap - More details are coming soon.

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Experience Investigators by 360Connext

JUNE 22, 2021

Did they seek support at similar times or stop engaging with the product or relationship manager? Ask for input – don’t just offer training or webinars that are solely product-centered. Use that information to inform your roadmap for improvements. Review milestones along the customer journey. Ask for what might be missing.

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Avaya

JUNE 9, 2017

” Well, we’d like to put a new-age spin on this: “If an organization implements a digital transformation plan without a strategic roadmap, does it have an impact?”. In this webinar, English doubled down on: Gaining an understanding of what discovery engagement is and why it’s critical to organizational success. In the webinar.

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Lithium

FEBRUARY 3, 2021

Last month Khoros announced that it has acquired Flow.ai , an innovative conversational AI platform for designing and managing chatbots. While Community Manager Advancement Day only happens once a year, community management can — and should — be celebrated every day. What’s it like being a Community Manager?

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Kitewheel

MAY 18, 2021

In a recent webinar , Mark Smith shared some of the key ways to drive great customer experiences with journey orchestration. Then, turn journey mapping from a static exercise to a roadmap for action. Turn Journey Mapping Into A Roadmap For Action. Are you still wondering what it takes to get started with journey management?

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ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. If you missed the webinar, you can watch it on demand.

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ClientSuccess

NOVEMBER 22, 2021

But did you know sentiment management can also be a customer marketing focus? Customers and their responses can feed the product roadmap, serve as advocates, and support additional customer marketing efforts. In Part One and Part Two of this series, we focused on building customer advocacy and creating powerful customer content.

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Lithium

JANUARY 7, 2021

We also created the new Group Hub, Tools for Crisis Management , that customers and partners can join. Missed out on our recent Khoros Roadmap Webinar? Get up to speed with the Marketing Webinar and Care and Community , along with some helpful tips on security and governance. Don't worry, we've got you covered.

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ChurnZero

APRIL 22, 2022

When you become a ChurnZero customer, you’ll have a team of advocates with you from the start, including a dedicated implementation specialist for onboarding and a dedicated Customer Success manager to help you win. We aim to create a relationship that promotes deep adoption and maximum value. this October.

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Lithium

SEPTEMBER 6, 2022

Gartner® Customer Experience Management Framework. Assess your CX management maturity and determine what steps to take next. Webinars & Events Some event areas are limited to Khoros customers only. Khoros Innovate | Roadmap + Kudos + Live Q+A Community Meet-up — Zurich, Switzerland. Available On-demand.

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Clarivate

DECEMBER 13, 2017

To become a customer first company means having to manage, shape and transform a company. This is a series of questions that we then use to produce a free CX Roadmap report for how you stack up to your industry from a CX perspective and provides a step by step CX guide for your company. appeared first on CustomersFirst Now.

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Gainsight

JANUARY 17, 2020

How do you prioritize what feedback gets incorporated into the product roadmap? 6 Customer Feedback Processes from Product Management Experts. From a bigger, strategic roadmap perspective, we get that from our executive business reviews or our insider program. Product Manager | Blend. Chris Chumley. Clement Kao.

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