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smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Capture Insightful Feedback via SurveysWALK

IntroductionImagine a company struggling to tap the full potential of their product. Despite constant improvements, their efforts aren't reflected in their numbers. What could they be lacking? The answer often lies in the quality of feedback they gather from their customers. Capturing insightful feedback is the cornerstone of any successful customer success program. Companies that actively use customer feedback to drive decision-making have higher growth rates than those that don’t. Without understanding the pulse of your customers, you can't effectively drive improvements or align your strategies with their needs. Collecting customer feedback is crucial for understanding your audience, improving user experience, and making informed business decisions. This article dives into how to capture meaningful feedback through surveys, setting the stage for a robust closed-loop feedback system. As you read through, you'll see how this foundational step connects to the subsequent implementation

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Implement closed-loop survey programsRUN

IntroductionImagine having a wealth of customer feedback but no structured way to act on it. This is a common scenario for many organizations. Without a system to act on feedback, customers may feel their input is wasted, discouraging them from providing future feedback. Implementing closed-loop survey programs transforms raw feedback into actionable insights, ensuring every piece of feedback is acknowledged and addressed. This process shows customers that their opinions are valued and that deliberate efforts are being made to improve their experience. In our previous article, we discussed how to capture insightful feedback through various surveys. Now, we'll delve into building a robust closed-loop system that not only responds to feedback but also drives continuous improvement. This step is crucial before we move on to automating survey response actions to enhance efficiency and customer satisfaction.Why does this matter?Implementing closed-loop survey programs is essential for sever

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Automate survey response actionsRUN

IntroductionImagine receiving a flood of customer feedback and manually sorting through it all to respond appropriately. Not only is this time-consuming, but it also increases the risk of missing critical insights. In our last article, we explored how to implement closed-loop survey programs, ensuring every piece of feedback is acknowledged and addressed. Now, we take it a step further by automating the survey response actions. Automation enhances efficiency, ensures consistency, and allows your team to focus on strategic initiatives rather than routine tasks. After setting up automated responses, we'll look forward to leveraging customer sentiment internally to drive improvements across the organization.Why does this matter?Automating survey response actions is crucial for several reasons: Efficiency and speed: Automated responses ensure timely acknowledgment and follow-up, reducing the burden on your team. Consistency: Standardized responses maintain a uniform tone and quality, enh

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Leverage customer sentiment internallyRUN

IntroductionIn today's competitive market, understanding and acting on customer sentiment is crucial for long-term success. After automating survey response actions, the next logical step is to leverage this customer sentiment internally. This ensures that feedback is not just collected and responded to but is also utilized to drive strategic improvements across your organization. This article will guide you through integrating customer sentiment into your business processes, helping you make data-driven decisions that enhance customer experience and business outcomes. In the following sections, we'll explore how to effectively reflect customer sentiment in health scores and share these insights across your organization. Next, we'll dive into strategies for using this data to inform continuous improvement efforts.Why does this matter?Leveraging customer sentiment internally is essential for several reasons: Informed decision-making: Provides a comprehensive view of customer health, hel

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Survey key customer momentsRUN

IntroductionCapturing feedback at key moments in a customer's journey is like checking the pulse at critical stages of a race. Each moment provides valuable insights into the customer’s experience, allowing you to make timely adjustments that can significantly impact their overall satisfaction and loyalty. In our previous article, we discussed leveraging customer sentiment internally to drive improvements. Now, we’ll explore how to survey key customer moments to gather impactful feedback throughout the customer lifecycle. This approach ensures that you capture the most relevant insights at the right times, setting the stage for effective action and continuous improvement.Why does this matter?Surveying key customer moments is essential for several reasons: Timely insights: Capturing feedback at critical points allows you to understand and address customer needs and concerns as they arise. Improved customer experience: Tailored surveys at significant moments help you refine the custome

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Encourage and value customer feedbackRUN

IntroductionBuilding strong relationships with customers goes beyond simply collecting feedback; it requires showing customers that their voices are heard and valued. When customers see that their input leads to tangible changes, they become more engaged and loyal. In our last article, we discussed surveying key customer moments to capture impactful insights. Now, we’ll focus on how to encourage customers to share feedback and demonstrate its value by sharing the impact of surveys through newsletters and other methods. This final step in our series ensures a robust feedback loop, paving the way for continuous improvement and strategic decision-making.Why does this matter?Encouraging customers to share feedback and demonstrating its value is essential for several reasons: Increased engagement: When customers see that their feedback leads to tangible changes, they are more likely to stay engaged and continue providing valuable insights. Improved trust and loyalty: Transparency about ho

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Introduction: Track goals and communicate value to improve ROICRAWL

IntroductionEffectively tracking goals and communicating the value your product delivers is essential for building trust and fostering long-term customer relationships. By systematically capturing verified outcomes and calculating Return on Investment (ROI), you can demonstrate the tangible benefits your customers receive, helping them justify their investment and ensuring continued engagement. Our "Track Goals and Communicate Value" stream focuses on strategies to document achievements and clearly showcase the value delivered to customers.Key steps to promote feature utilizationStep 1: Plan and review customer successCreating detailed success plans and regularly reviewing progress are crucial steps in ensuring alignment with customer needs and achieving their goals.Key activities: Define success criteria and goals: Collaborate with key stakeholders to establish clear, SMART goals. Develop a comprehensive success plan: Outline key milestones, tasks, and timelines needed to achieve th

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Plan and review customer successWALK

IntroductionAchieving customer success requires more than just setting goals; it involves meticulous planning and regular reviews to ensure continuous alignment with customer needs. By creating detailed success plans and leveraging post-EBR insights, you can track progress and make necessary adjustments to drive better outcomes. This article will guide you through effective strategies for planning and reviewing customer success, building on our previous discussions about collecting and confirming customer goals and understanding customer business landscapes.Why does this matter?Planning and reviewing customer success is crucial for several reasons: Aligned efforts: Ensures that your team's activities are consistently aligned with customer goals and expectations. Increased satisfaction: Regularly reviewing success plans and incorporating feedback leads to higher customer satisfaction and loyalty. Proactive management: Identifying and addressing potential risks early helps in maintai

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Track and document ROICRAWL

IntroductionDemonstrating the value your product brings to customers is vital for building trust and ensuring long-term partnerships. Tracking and documenting Return on Investment (ROI) not only helps in proving value but also in identifying areas for improvement and fostering stronger relationships. This article will guide you through effective methods for capturing verified outcomes and calculating ROI, building on our previous discussions about planning and reviewing customer success and understanding customer business landscapes.Why does this matter?Tracking and documenting ROI is crucial for several reasons: Prove value: Clearly demonstrating ROI helps justify the investment in your product and strengthens customer confidence. Inform decision-making: Understanding the ROI allows both you and your customers to make informed decisions about future investments and improvements. Enhance renewals: Customers who see clear value and ROI are more likely to renew and expand their usage

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Introduction: Guide customers toward value to improve ROICRAWL

IntroductionEffectively guiding customers towards realizing the full value of your product is a cornerstone of customer success. By understanding your customers' business landscape and demonstrating the tangible benefits of your product, you can help them achieve their goals and drive significant value realization. Our "Guide Customers Toward Value" stream focuses on strategies to gain deep insights into your customers' needs and show them the concrete value they receive from your offerings.Key steps to promote feature utilizationStep 1: Understand customer business landscapeGaining a comprehensive understanding of your customers' business models, revenue streams, and unique challenges is the first step in tailoring your strategies to align with their goals.Key activities: Conduct thorough research: Gather internal information and perform external research to build a detailed understanding of the customer's business. Engage with key stakeholders: Schedule discovery meetings and ask i

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Understand customer business landscapeCRAWL

IntroductionTo truly drive value for your customers, it's crucial to have a deep understanding of their business landscape. This involves knowing their business model, revenue streams, unique challenges, and priorities. By comprehensively understanding your customers, you can tailor your strategies to align with their goals, ensuring that your product or service becomes an integral part of their success. In this article, we will explore methods for gaining insights into your customers' business landscape, setting the stage for our subsequent discussions on demonstrating the value of your features to freemium customers.Why does this matter?Understanding your customers' business landscape is important for several reasons: Tailored strategies: Insight into your customers' business models allows you to tailor your approaches to meet their specific needs and goals. Enhanced relationships: Demonstrating a deep understanding of your customers' businesses builds trust and strengthens relatio

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Show freemium customers value receivedRUN

IntroductionTransitioning freemium customers to paying subscribers is a critical step in driving growth and maximizing the impact of your product. By effectively demonstrating the value received from your free tier or feature set, you can encourage these users to see the benefits of upgrading. This article will guide you through strategies to highlight the value of your offerings to freemium customers, building on our previous discussion about understanding customer business landscapes and setting the stage for deeper customer engagement and retention.Why does this matter?Showing freemium customers the value they receive is important for several reasons: Increased conversions: Highlighting the benefits and ROI of your product can encourage freemium users to convert to paid subscribers. Enhanced product adoption: When users see the tangible benefits of your features, they are more likely to use them effectively and frequently. Resource optimization: Demonstrating value can reduce th

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Introduction: Collect + Confirm goals to improve value realization (ROI)CRAWL

IntroductionUnderstanding and aligning with your customers' goals is essential for driving value realization and ensuring long-term success. By systematically collecting and confirming these goals, you can tailor your services to meet customer needs, enhance satisfaction, and foster strong relationships. Furthermore, understanding customer priorities allows you to tailor nearly every aspect of your business, driving conversions, boosting revenue, and enhancing overall success. Our "Collect + Confirm Goals" stream focuses on strategies to gather, review, and validate customer goals, setting the foundation for effective customer success planning. Key steps to promote feature utilizationStep 1: Collect and review customer goalsCollecting customer goals is the first crucial step in aligning efforts with customer expectations. By using both automated surveys and personal interviews, you can ensure a comprehensive understanding of customer objectives.Key activities: Use surveys and interview

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Collect and review customer goalsWALK

IntroductionUnderstanding your customers' goals is like having a compass to navigate the complex business landscape. Identifying and understanding customers' preferences allows you to deliver the best service, fulfilling their needs and expectations. This builds business reputation, drives sales, and fosters business growth. Collecting and reviewing these goals aligns your efforts with customer expectations and builds strong relationships. In this article, we'll explore effective methods for collecting and reviewing customer goals, setting the stage for aligning customer priorities and fostering collaborative success planning.Why does this matter?Collecting and reviewing customer goals is crucial for several reasons: Align efforts with customer expectations: Knowing what your customers aim to achieve helps tailor your services to meet their specific needs. Enhance customer satisfaction: Regularly reviewing and adjusting goals ensures that you are continually meeting your customers' e

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Align customer priorities with pre-EBR surveysWALK

IntroductionEngaging effectively with your customers during Executive Business Reviews (EBRs) is crucial for building strong relationships and ensuring alignment on key priorities. By using pre-EBR surveys, you can gather valuable insights into what matters most to your customers, ensuring that their pressing topics and priorities are addressed during the meeting. This article will guide you through the process of using pre-EBR surveys to align customer priorities, building on the foundation of collecting and reviewing customer goals, and setting the stage for collaborative success planning.Why does this matter?Using pre-EBR surveys to align customer priorities is important for several reasons: Enhanced engagement: Understanding customer priorities ensures that EBRs are relevant and focused on what matters most to them. Improved satisfaction: Addressing customer priorities during EBRs demonstrates that you value their input, leading to higher satisfaction and trust. Proactive issue

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Drive success through collaborationWALK

IntroductionAchieving customer success requires more than setting goals and tracking progress; it involves fostering a collaborative environment where both internal teams and customers work together towards shared objectives. By driving success through collaboration, you can ensure that everyone, from customer success managers to sales teams and the customers themselves, is aligned and working towards the same goals. This article will explore strategies for effective collaborative planning, building on our previous discussions about aligning customer priorities with pre-EBR surveys and collecting and reviewing customer goals.Why does this matter?Driving success through collaboration is crucial for several reasons: Aligned efforts: Ensuring that all teams and customers are working towards the same objectives helps in achieving customer goals more efficiently. Enhanced customer satisfaction: A unified approach to customer success leads to a more consistent and satisfying customer exper

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Unlock perceived product value with customer interviewsWALK

IntroductionBuilding strong customer relationships goes beyond understanding goals and aligning efforts. It involves delving deep into the perceived value your product or service provides. Proactive customer interviews are a powerful tool for gathering insights directly from customers, helping you understand their needs, challenges, and successes. This article will guide you through conducting these interviews effectively, following our discussions on collaborative success planning and aligning customer priorities.Why does this matter?Conducting proactive interviews to understand customer value is crucial for several reasons: Deep insights: Direct conversations with customers provide nuanced insights that surveys and data alone cannot capture. Enhanced product development: Understanding customer experiences and challenges helps inform product improvements and feature development. Strengthened relationships: Regular, proactive engagement demonstrates your commitment to customer succ

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Introduction: Drive advocacy programs & activitiesCRAWL

IntroductionCustomer advocacy has emerged as a powerful tool for driving growth and building trust. By transforming satisfied customers into proactive advocates, you can significantly amplify your brand's voice and enhance customer loyalty. Advocacy and referenceability often serve as engines for new client acquisition, customer-to-customer engagement, and increased market visibility. Our "Drive Advocacy Programs & Activities" stream focuses on leveraging advocates for various strategic engagements, from success stories and speaking opportunities to sales references and health scoring.By effectively harnessing the enthusiasm of your advocates, you can create a robust network of brand champions who contribute to sustainable growth and credibility. This series of articles will guide you through comprehensive strategies for engaging and utilizing your advocates, setting the stage for deeper customer connections and business success.Key steps to drive advocacy programs & activities

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Build advocacy through customer advisory boards and NPS promotersWALK

IntroductionIn today's digital age, word-of-mouth recommendations carry more weight than ever before. Customer advocacy programs have emerged as powerful tools for businesses to harness the enthusiasm of their most loyal customers, turning them into brand champions who drive growth and build trust. Advocates not only amplify your brand's voice but also enhance customer trust and loyalty.In this article, we'll explore effective strategies for building advocacy through customer advisory boards and converting NPS promoters into active advocates. This foundational step sets the stage for our subsequent discussions on leveraging advocates for success stories and speaking opportunities, as well as connecting them for sales references and customer requests. Why does this matter?Building advocacy is essential for several reasons: Increased brand loyalty: Advocates are loyal customers who not only stick with your brand but also encourage others to do the same. Enhanced credibility: Recommenda

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Leverage advocates for business growthRUN

IntroductionOnce you've built a strong foundation of customer advocates through advisory boards and NPS promoters, it's time to leverage their enthusiasm to amplify your brand. Advocates can play a pivotal role in sharing success stories, posting reviews on external platforms, and participating in speaking opportunities. These activities significantly enhance your brand’s visibility and credibility. In this article, we'll explore how to effectively utilize your advocates for these purposes, setting the stage for our next discussion on connecting advocates for sales references and customer requests.Why does this matter?Leveraging advocates for success stories, reviews, and speaking opportunities is crucial for several reasons: Enhanced brand credibility: Success stories, reviews, and testimonials from real customers lend authenticity and trust to your brand. Increased visibility: Speaking opportunities and reviews on external platforms allow your advocates to share their positive expe

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Connect advocates for sales references and customer requestsWALK

IntroductionAdvocates can play a crucial role in driving sales and enhancing customer satisfaction by serving as references and sharing their positive experiences. After building a strong base of advocates and leveraging them for success stories and speaking opportunities, the next step is to connect these advocates for personalized engagements, such as sales references and customer requests. In this article, we'll explore effective strategies for managing these one-on-one advocacy activities, setting the stage for incorporating advocacy into health scoring in our next discussion.Why does this matter?Connecting advocates for sales references and customer requests is crucial for several reasons: Increased trust and credibility: Potential customers are more likely to trust and engage with your brand when they hear positive experiences from existing customers. Accelerated sales cycles: Having ready advocates can expedite the sales process by providing timely and relevant references. E

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Incorporate advocacy into health scoringWALK

IntroductionAfter building a strong base of customer advocates and leveraging them for various purposes such as success stories, speaking opportunities, sales references, and customer requests, it's crucial to measure and track the impact of these advocacy programs on overall customer health. Incorporating advocacy activities into health scoring provides a comprehensive view of customer engagement and helps in making data-driven decisions to enhance customer success. This article will explore strategies for integrating advocacy into health scoring, building on our previous discussions about creating and utilizing customer advocates.Why does this matter?Incorporating advocacy into health scoring is essential for several reasons: Holistic customer view: Provides a more complete picture of customer health by including advocacy activities. Data-driven insights: Enables better decision-making by tracking the influence of advocacy on customer success. Proactive risk management: Helps ide

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Introduction: Identify potential advocates to increase advocacy and referencabilityCRAWL

IntroductionTransforming satisfied customers into proactive advocates is essential for driving growth and expansion. The first people who can help in driving advocacy are your Customer Success team. Working closely with your customers day in and day out, the Customer Success team is ideally positioned to identify potential advocates. Our "Identify potential advocates" stream focuses on systematically recognizing and nurturing these advocates using advanced tools and strategic engagement techniques. By effectively identifying and leveraging your advocates, you can enhance customer loyalty, boost advocacy, and create a powerful network of promoters for your brand.Key steps to identify potential advocatesStep 1: Boost advocacy through executive engagement Effective engagement with executive stakeholders not only helps in understanding their goals but also ensures revenue outperformance and a competitive edge. This is the foundation for transforming executives into powerful advocates for y

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Boost advocacy through executive engagementRUN

IntroductionCustomer engagement plays a crucial role in the success and growth of any business. It goes beyond simply attracting customers; it involves building relationships, creating loyalty, and actively involving customers in the business's activities. Among these engagement efforts, maintaining strong relationships with executive stakeholders is paramount. Effective engagement with these key players not only helps in understanding their goals but also ensures revenue outperformance and a competitive edge. This is the foundation for transforming executives into powerful advocates for your organization. Following our detailed guide on leveraging sentiment analysis and timeline tracking, this article delves into the strategic realm of executive engagement, setting the stage for seamless advocacy identification.Why does this matter?Engaging with executive stakeholders is crucial for several reasons: Strategic alignment: Ensures that your company’s goals align with those of your key cu

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smondreti
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Identify and track advocates with timeline and sentiment analysisWALK

IntroductionBuilding on our previous article, "Boost Advocacy Through Executive Engagement," this guide dives deeper into the tactical aspects of advocacy identification and tracking. While executive engagement sets a strong foundation, effective use of tools like Timeline and sentiment analysis is essential for systematically identifying and nurturing potential advocates. This article will provide you with a step-by-step approach to leveraging these tools, ensuring your advocacy programs are data-driven and impactful.Why does this matter?Identifying and tracking advocates is crucial for several reasons: Strategic advocacy: Knowing who your advocates are allows you to engage them strategically, turning their positive experiences into growth opportunities. Proactive risk management: By tracking engagement and sentiment, you can identify potential issues before they escalate, ensuring continuous customer satisfaction. Data-driven decisions: Utilizing tools like Timeline and sentiment

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smondreti

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