West Monroe

OCTOBER 18, 2023

Two years ago, I wrote about why you should demand ROI from consulting partners. In today's environment, achieving that ROI might require a different approach and for many reasons. How the ROI landscape has shifted 1. This means crafting not just a static plan but building a roadmap that evolves with the market.

ROI 59

ROI Roadmap Financial Consulting 59

ClearAction

DECEMBER 19, 2014

Customer Experience Maturity Roadmap. Customer Experience ROI Trajectory. Customer Experience Strategy Consulting. Let's discuss your goals for this area: The post Shared Vision is Essential for Customer Experience Strategy appeared first on Customer Experience ROI Enablement. Customer Experience Jenga.

Customer Experience 116

Customer Experience White Paper ROI Sports 116

Alida

NOVEMBER 8, 2017

Beyond professional services and customer success, you also have experience in product management, education, support and consulting. Then one day a consultant from our ERP vendor came onsite to hold a workshop. What’s on your roadmap for customer initiatives at Vision Critical? We are truly nothing without our customers.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

Gainsight

OCTOBER 14, 2022

“What is ROI? These are just a few of the questions that customer success (CS) experts explored in a recent episode of CS Essentials by Gainsight: Talking About ROI , a Success League Radio production. According to Van Lew, this cyclical nature of transforming customer pain points into successful outcomes is key to proving ROI.

ROI 52

ROI E-support Roadmap Consulting 52

ClearAction

DECEMBER 31, 2016

Scrutinize loyalty/retention and other efforts for win-win, mutual value and ROI — from the customer’s viewpoint. Consult the journey map regularly when creating or adjusting anything. Customer Experience Maturity Roadmap (10-part series). Adjust policies in customers’ favor. Investors want consistency.

2017 81

2017 Customer Experience Workshop Customer Journey Mapping 81

SurveySensum

JULY 14, 2020

Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. Ian Golding – Customer Experience Consultant, Speaker, Author, Blogger. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

CSM Magazine

MARCH 16, 2023

This consultative solution engages all levels of a contact center to uncover process breakdowns and areas ripe for technological transformation. Additionally, the costs of the Impact Analysis work are rebated to clients that choose to move forward with the study’s recommendations, helping to drive immediate ROI. over five years.

Contact Center 52

Contact Center Financial Consulting Roadmap 52

Integrity Solutions

NOVEMBER 29, 2022

Here’s the cold hard truth about sales training ROI: While companies around the world continue to invest billions in sales enablement initiatives every year, most of these organizations cannot trace any tangible improvements in the key metrics that matter to their investment in those initiatives. How to Determine Sales Training Metrics.

Metrics 86

Metrics Sales ROI Financial 86

BirdEye

APRIL 11, 2023

BCG matrix The Boston Consulting Group’s product portfolio matrix, often called the BCG matrix, is similar in appearance to a SWOT analysis. With a well-crafted strategic plan in place, you’ll have a roadmap to success and a way to monitor your progress along this exciting journey. Otherwise, your analysis will be too broad.

Download 98

Download ROI Financial Return on Investment 98

Thematic

MARCH 27, 2023

Thirdly, you need to have a strategy in place to be able to uncover opportunities, act on them, and showcase ROI to your stakeholders. Once you’ve embedded an Insights to Action framework in your organisation, you can start demonstrating ROI for your CX initiatives, enabling greater buy-in from your leadership team and C-Suite.

Customer Centricity 71

Customer Centricity Feedback Social Media Roadmap 71

Innovative CX

JUNE 22, 2021

All the journey mapping, webinars, ROI discussions, surveys and strategies won’t instantaneously create a better experience for your customers. In a few sentences, I’ve given you the CX strategy for your organization and a roadmap to achieve it. No consultants. I’m beginning to think I know why. So, there it is. No conferences.

Customer Experience 69

Customer Experience Webinar Roadmap Customer Expectations 69

Natalie Petouhof

OCTOBER 12, 2016

SIs use gaps to create a long- and short-term road map, emphasizing low-hanging fruit and large ROI. Create strategy and technology roadmap  . Enterprise Service Providers / System Integrators / Management Consultants:  . Boston Consulting Group . SIs often incorporate organizational change management. Capgemini .

Customer Experience 45

Customer Experience Customer Journey Mapping Consulting Roadmap 45

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. The post 3 Ultimate Factors of Business Performance appeared first on ClearAction Customer Experience Consulting.

Culture 69

Culture Roadmap 2012 Customer Centricity 69

CX Journey

NOVEMBER 6, 2014

What This Means for VoC / CX In-house customer experience teams face a similar dilemma when deciding whether or not to hire a vendor or consultant and to what degree. Bear in mind that often the purchase of a consultant''s time comes equipped with their expert use of various VoC and CX tools. Does your team have an evangelist?

Hotels 68

Hotels Consulting Culture Chief Customer Officer 68

ChurnZero

FEBRUARY 26, 2021

To bridge that gap and drive goodwill across the organization, Sana recommends incentivizing CSMs for not only driving ROI for their book of business but also for other internal functions. That’s been very effective and the best way we’ve gotten the customer voice into the roadmap for such a use case-based product,” says Amanda.

Customer Success 59

Customer Success Management Roadmap Feedback 59

Centercode

JANUARY 22, 2021

But they’ve invested so much time and energy into continuing customer research and testing that their roadmaps align with where their customers are naturally headed. At every step of the way, they’re consulting customers and refining their roadmap, adding or improving features, and cleaning up design.

Roadmap 59

Roadmap User Experience Return on Investment ROI 59

Amity

MAY 6, 2018

Take these goals and lay them out on a defined roadmap. The roadmap starts from day 1, moving through go-live, driving user adoption after and then analyzing ROI. Emails to customers should come from the consultant and never from a no-reply address to keep that quality alive.

Customers 96

Customers Roadmap Sales Customer Success 96

Think Customers

DECEMBER 13, 2021

Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace. With a broad understanding of what is possible and what is pipe dream, leading CX consultants can help your team identify quick win opportunities that will deliver substantial CX improvements.

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

Amity

OCTOBER 3, 2016

Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. They demand to see measurable business results and clear ROI from their investment in technology. Amity looks at CSM from the perspective of the tools and platforms CSMs need.

ROI 76

ROI Roadmap Measurement Customers 76

Michelli Experience

JULY 25, 2017

In the case of Mercedes-Benz leadership, that vision was shared both through words and in the form of a visual roadmap. While consulting at Mercedes-Benz, I watched this willingness to verbally commit to a course of action build incredible trust with employees and dealer partners. Make Promises in Keeping with that Vision.

Consulting 45

Consulting Leadership Touchpoint 2016 45

Innovative CX

MARCH 24, 2023

In the latest “National Customer Rage Survey”, conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. No consultants. Bad customer service is our new normal? Nope, not on my watch. So, there it is.

Customer Service 52

Customer Service Webinar 2020 Roadmap 52

Gainsight

JUNE 11, 2021

ONE Powerful Word That Can Transform Your Customer Relationships with the incredible Nils Vinje, Founder and CEO at Glide Consulting and 30 Day Leadership. Leverage by identifying roadmap initiatives, progress against them, identify whitespace opportunities and feed content to other business systems to enrich the customer.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

Lithium

DECEMBER 6, 2022

Community ROI: Embracing Humanity’s Desire to Help why would any customer spend their valuable time and resources answering strangers' questions on an online forum?For Communities. For some community managers, this question isn’t of massive importance. Available On-demand.

2022 52

2022 Social Media 2023 Roadmap 52

ChurnZero

DECEMBER 20, 2019

Leading CS practices are looking for ways to actualize the value proposition into their playbook and maturity model so there is an execution path and narrative for driving ROI and expansion. . . C S will also be operationalized by segment, with more technical consultants for smaller segments, etc. .

2020 61

2020 Customer Success Chief Customer Officer ROI 61

West Monroe

MARCH 14, 2024

Our mission has always been clear: to help companies navigate these complexities and emerge stronger, leveraging technology and data to drive real financial gains and ROI. Featured Content Achieving ROI today requires speed, value, and adaptability Read More Our commitment to delivering results is reflected in every client engagement.

Banking 40

Banking 2030 Financial ROI 40

Amity

JULY 10, 2017

As the CEO of a Customer Success consulting firm, I get to work with many Customer Success teams. They talk about what they did, what usage and support cases trends they see or what the product roadmap is - instead of having an exchange or interaction, otherwise known as a conversation. Nils Vinje , Glide Consulting.

Metrics 63

Metrics Roadmap ROI Customer Success 63

Confirmit

MAY 29, 2019

Even inside brick-and-mortar stores, 82% of shoppers consult their smartphone regarding purchases they're about to make. She is a regular webinar presenter and speaker at Market Research events, providing guidance on key MR topics such as creating engaging surveys, generating ROI, and the role of automation. Paul Quinn, Sr.

Consumers 40

Consumers Insights Webinar Hospitality 40

Gainsight

SEPTEMBER 28, 2022

The software world is chock-full of models, frameworks, schemas, configs, processes, workflows, journeys, blueprints and so many other business-planning growth strategies that make every business consultant’s mouth water. Have clarity and reasoning behind your roadmap. ” Pun intended. How to keep things simple.

2002 52

2002 Roadmap NPS Fashion 52

Confirmit

MAY 16, 2019

Even inside brick-and-mortar stores, 82% of shoppers consult their smartphone regarding purchases they're about to make. She is a regular webinar presenter and speaker at Market Research events, providing guidance on key MR topics such as creating engaging surveys, generating ROI, and the role of automation. Paul Quinn, Sr.

Consumers 40

Consumers Insights Webinar Hospitality 40

SurveySparrow

JANUARY 14, 2020

Retaining your customers can bring in a huge ROI for your business. In fact, a report by BRP consulting says that 68% of customers say that they would shop at a brand which has a loyalty program. 6 Create a roadmap for the future. It is pivotal that you draw a roadmap for the future. 5 Set up a loyalty reward program.

Customer Retention 52

Customer Retention Feedback Loyalty Programs Roadmap 52

NetBase

OCTOBER 29, 2018

Fully Understand Social Conversations and Drive Your Business with Demonstrable ROI. Dhara Naik , Social Media Strategy Lead, AbelsonTaylor shared 8 simple rules for showing ROI through social listening and driving business results. The NetBase Roadmap – Skating to Where the Puck Is. And secrets revealed on Day 1….

Brands 60

Brands Social Media Events Presentation 60

Amity

MAY 6, 2014

Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. They demand to see measurable business results and clear ROI from their investment in technology. Pam looks at CSM from the perspective of the tools and platforms CSMs need.

ROI 48

ROI Customer Success Roadmap Measurement 48

NetBase

OCTOBER 7, 2019

Methods for benchmarking and meaningfully communicating the ROI of online activities. In Los Angeles, Author, Consultant, and Media Personality Carlos Gil will speak to the critical relationship between brand and consumer and how it still needs the human touch. A Roadmap to Meaningful Content. Amazing Keynotes are Coming.

Events 8

Events ROI Presentation Insights 8

ChurnZero

OCTOBER 20, 2023

As part of my role, I also consult on how to revive and re-launch existing communities, often with the goal of scaling customer success or fixing poor engagement. Think about how you can align their needs to build a community that supports your CX team in a way that will also prove ROI to your executives.

Customer Success 52

Customer Success Banking Engagement Roadmap 52

Gainsight

FEBRUARY 2, 2024

” One-on-One Consulting Most customer training efforts begin as one-on-one consulting. Add to that the fact that customers appreciate one-on-one consulting. ” One-on-one consulting can benefit the person overseeing the training as well, since it gives them an outstanding view of the real needs of customers. .

Seminar 52

Seminar Webinar Document Consulting 52

Amity

FEBRUARY 10, 2017

I was a pre-sales consultant and focused on helping sales land customers. Another driving factor of change in marketing is pressure to prove ROI. The platform is made of highly engaged users and community members, and it encourages everyone to share ideas, roadmaps, and product questions.

Customer Success 80

Customer Success Marketing White Paper Net Promoter Score 80

West Monroe

MAY 31, 2019

Though bots may not have taken over every transaction and interaction yet – I’ve talked to many clients who are beginning to strategically plan where these technologies fit into their digital roadmaps.

Banking 40

Banking Financial Contact Center ROI 40