ChurnZero

JULY 9, 2020

For tactical-oriented webinars that show how to use functionality, measuring their impact is rather straightforward with product usage data. After watching the webinar, did the customer’s feature or overall product adoption increase? Demonstrated ROI – does the customer have proven results?

Marketing 64

Marketing Webinar Reference Events 64

CSM Practice

OCTOBER 10, 2018

Resources: Resources that you provide for your customer’s success. Onboarding: How are you helping your customer to ramp up to full productivity. Relationship: Your customer engagement model. In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

Resources: Resources that you provide for your customer’s success. Onboarding: How are you helping your customer to ramp up to full productivity. Relationship: Your customer engagement model. In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

ChurnZero

AUGUST 21, 2020

So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. 2020 has and will continue to bring extraordinary challenges to Customer Success teams. In a major economic downturn, hard light is shined on Sales, Marketing, and Customer Success.

Customer Success 84

Customer Success 2020 Chief Customer Officer 2021 84

SmartKarrot

AUGUST 16, 2022

QBRs ensure that companies deliver customer outcomes in a timely manner by encouraging meetings and conversations. In a QBR meeting, customers can voice their concerns, measure their success, and scale to meet the goals they choose. Highlight ROI to C-suite executives. Goals Measurement Parameters Plan Results.

Chief Customer Officer 10

Chief Customer Officer ROI Metrics Social Media 10

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. I think what’s interesting is that in SMBs, we are finding that it’s the CEO who is focused on customer care — and that’s how they are differentiating their company from the get-go.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

ChurnZero

AUGUST 23, 2019

We also engaged in a great Q&A session with the presenter, that we wanted to share with you here. Speaker: Jason Conrad, Associate Partner, Customer Imperative. . Q: In this presentation the mature Customer Success org had of Customer Success Ops role. Where do you fall? Q&A Recap. Don’t do that.

NPS 40

NPS Customer Success Sales Metrics 40

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. I think what’s interesting is that in SMBs, we are finding that it’s the CEO who is focused on customer care — and that’s how they are differentiating their company from the get-go.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

CX Journey

NOVEMBER 6, 2014

High on Iztaccihuatl, after a successful summit bid Today I''m pleased to present another guest post by Sarah Simon. Who on your team has time to roadmap and communicate your customer experience vision and execute the comprehensive VoC strategy to inform that plan? Good intentions don’t matter if staff hours are tight.

Hotels 68

Hotels Consulting Culture Chief Customer Officer 68

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? On average, high-performing teams apply this approach to 6.4 different ways. In fact, high performers are 9.7

Customer Journey 94

Customer Journey Measurement 2020 Management 94

SurveySensum

JULY 14, 2020

They have not only brought new perspectives on the table but have redefined the customer experience exceptionally! All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020.

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of: Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. Ian Golding.

Customer Service 59

Customer Service Customer Experience Books Magazine 59

Storyminers

JULY 6, 2020

Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of: Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. Ian Golding.

Customer Service 52

Customer Service Customer Experience Books Magazine 52

ChurnZero

JUNE 17, 2022

At the same time, your onboarding needs to be fairly intensive so that customers see early success, not only potential. Striking a happy medium between challenging and realistic starts with you measuring the right things, inferring meaning from their output, and using that insight to inform your strategy. Does it provide ROI?

Metrics 98

Metrics Definition Engagement Measurement 98

Comm100

FEBRUARY 20, 2018

This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. ROI in Agent Happiness (and Better Allocation of Corporate Resources). A satisfying Chatbot experience can condition customers to go back for more. Why Chatbots?

ROI 53

ROI Contact Center 2018 Social Media 53

Customer Guru

DECEMBER 13, 2017

In the coming years, I am certain that brands will be competing with each other to deliver better customer experience and that customers would flock to the brand that does a great job at it. The value of customer experience. I agree, computing an ROI for CX is not easy and it is not short-term for sure! What will I do?

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Customer Guru

MARCH 7, 2018

Next, we mapped the entire customer journey at each of the 12 sites to identify the current customer and business issues and, subsequently, every site undertook projects to help enhance customer experience. Gradually, the positive changes were seen: things changed, the way we handled customer visits at our site changed.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

ChurnZero

JUNE 17, 2022

At the same time, your onboarding needs to be fairly intensive so that customers see early success, not only potential. Striking a happy medium between challenging and realistic starts with you measuring the right things, inferring meaning from their output, and using that insight to inform your strategy. Does it provide ROI?

Metrics 52

Metrics Definition Engagement Measurement 52

Gainsight

SEPTEMBER 24, 2019

Everything is “determined,” therefore if you have enough information, or in this case, all the information, you have a perfect picture of the universe—past, present, and future. In the age of big data, machine learning, and business intelligence, we have a very determinist view of our customers.

Chief Customer Officer 12

Chief Customer Officer Events B2B Information 12

Horizon CX

DECEMBER 27, 2019

During my ten years plus tenure as a corporate CX director, I introduced NPS to the leadership team to which they readily understood the concept and its simplicity and fully embraced NPS as the key performance metric in evaluating customer satisfaction and loyalty. Financial Linkage of NPS to Business Outcomes (ROI).

Net Promoter Score 52

Net Promoter Score NPS B2B Metrics 52

SmartKarrot

JUNE 5, 2020

The UI must be easily comprehensible and should present well all the insights gleaned from the collected data. It should give you the gist of the whole business through just one measure. . Most efforts of your customers must target only that metric and on how to raise it.

Customer Success 10

Customer Success Chief Customer Officer Metrics Customers 10