... Retains the No. 2 Position Despite Slow Growth JDA Software — Moving to a Digital Supply Chain Platform Other Notable Vendors Coupa — Improving Customer Experience to Accelerate Growth JAGGAER — Growth Through Acquisition WiseTech Global — An Integrated, Global SCE Platform E2open — Expanding the Boundaries ...
Analyst(s): Balaji Abbabatulla
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... business? What are your customers telling you about your product? When it comes to collecting and managing online customer reviews, there are some critical do’s and don’ts to keep in mind, particularly when responding to that feedback. Five don’ts in the care and management of customer reviews: Don’t delay ...
... Customer success teams primarily use retention, a lagging metric, to track results. To prove business impact, revenue and retention leaders should also focus on metrics that highlight customer progression through life cycle stages including onboarding, adoption, value realization and expansion. Overview ...
... Executives may perceive an online customer community as only a support vehicle. But revenue and retention leaders can amplify a community’s influence on outcomes like product adoption, customer retention and revenue growth by driving ongoing member engagement and measuring community impact. Overview ...
... Customer service and support leaders are deploying customer-facing GenAI for the first time, opening the door to risks from hallucinated responses. This note outlines four maturity levels, each representing a common technique used to measure AI accuracy, helping leaders balance speed, cost and risk. ...
... Generative AI investments in customer service are at an all-time high, presenting service leaders with the formidable challenge of strategizing to accurately set ROI expectations. This content provides a metric-driven strategy to set ROI expectations for GenAI investments in customer service. Overview Strategic ...
... choice when it comes to capturing the voice of the customer (VoC), but they often fail to gather the full range of customer opinions, experiences and expectations, leading to a knowledge gap. To overcome these limitations, service leaders need to embrace a more comprehensive VoC strategy that utilizes ...
... Insights from the 2025 Gartner Enterprise Growth Agenda Survey cite a focus on customer needs as a key driver of growth. CIOs and executive leaders can use this data analysis to build a case for more investments in voice of the customer initiatives. Data Snapshot Data Insights What You Need to Do Gartner Recommended ...
... Growth from existing customers requires coordinated go-to-market teams, which are hindered if they operate in silos. Revenue and retention leaders can use this research to learn how tech companies with high NRR, such as Zuora and Shopify, adopt a customer-centric approach to organize their GTM teams. ...
Analyst(s): Maria Marino | Rahim Kaba | Reema Khalid Khan