delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. Let’s get right into it — how customers perceive your brand can influence the success of your business more than ever before. Expected Customer Experience (CX) impact on loyalty. Building your own CX ROI model. Baseline ROI metrics: Customer experience by the numbers.

ROI 40

ROI Measurement Customer Experience Metrics 40

ClearAction

DECEMBER 31, 2016

Adjust policies in customers’ favor. Scrutinize loyalty/retention and other efforts for win-win, mutual value and ROI — from the customer’s viewpoint. Why this will accelerate results: Customers want consistency. Voice of the Customer — resolve to drive action company-wide.

2017 81

2017 Customer Experience Workshop Customer Journey Mapping 81

Alida

NOVEMBER 8, 2017

I was determined to change the vendor-customer relationship one company at a time—although it was quite the lofty goal. I’m incredibly grateful for the relationships I’ve built during my career with my customers based on the same ideals I witnessed in that workshop almost 20 years ago. I’m a bit of a Jack Welch fangirl!

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

BirdEye

APRIL 11, 2023

The BCG Matrix organizes everything into: Low volume, low return on investment (ROI) Low volume, high ROI High volume, low ROI High volume, high ROI The BCG Matrix is also effective in evaluating your various marketing channels to determine which are the most effective and worthwhile.

Download 98

Download ROI Financial Return on Investment 98

Gainsight

MAY 3, 2020

Last week we were treated to a lively conversation with Eric de Jager, President at Harbor Products Group, and our very own Tyler McNally, VP of Customer Experience who really proved how vital it is for Product Leaders and Customer Success leaders to partner during these uncertain times. Increased needs of ROI for the customers.

Customer Success 59

Customer Success Roadmap ROI Sports 59

ChurnZero

FEBRUARY 26, 2021

Generally, the [CSM’s] sentiment is ‘I don’t want to ask my customers for another favor. 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. Take the initiative to align on your product roadmap.

Customer Success 59

Customer Success Management Roadmap Feedback 59

Oracle

SEPTEMBER 19, 2018

Your Roadmap of the Future for Sales and Service. Learn about the vision for sales as Oracle moves beyond sales automation, unifies sales and service, and integrates with marketing to streamline operations and measure ROI. How do you build a loyal customer base? Fostering Lasting Loyalty Through Seamless Integration.

2018 49

2018 Sales Roadmap Loyalty 49

Optimove

DECEMBER 18, 2024

This post offers a clear roadmap for using analytics to drive sustainable growth in a burgeoning market. Optimize Marketing with Data-Driven Insights European operators have honed the ability to collect, analyze, and act on player data, enabling them to craft hyper-targeted marketing campaigns that maximize engagement and ROI.

Sports 52

Sports Loyalty Programs Omnichannel ROI 52

Thematic

APRIL 17, 2024

Customer experience analytics enables you to tailor experiences and offerings to precisely match the preferences of your target audience, outshining competitors who are still making decisions in the dark. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Thematic

APRIL 17, 2024

Customer experience analytics enables you to tailor experiences and offerings to precisely match the preferences of your target audience, outshining competitors who are still making decisions in the dark. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Thematic

APRIL 17, 2024

Customer experience analytics enables you to tailor experiences and offerings to precisely match the preferences of your target audience, outshining competitors who are still making decisions in the dark. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

ClearAction

APRIL 17, 2019

Therefore, a two-year or three-year roadmap is the only truly sustainable way to make transformational changes.”. Customer experience initiatives are notoriously hard to justify because we demand revenue improvements from them. 3 Putting Customers First: If Not You, Who? , Carol Borghesi. 8 Converting Customer Value , John A.

Management 69

Management Customer Experience Management Books Financial 69

Gainsight

JUNE 11, 2021

Major Takeaways: Sales and Customer Success relationships can be filled with friction. But both teams should be working together to drive more revenue than attacking the customer base separately. Create alignment to generate more revenue for the organization, stronger partnerships, and provide a smoother customer experience.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

OpinionLab

MARCH 12, 2015

But if your approach is to merely review what people are saying on your site, you’ll most likely fall into one of the following mindsets: We don’t get enough feedback on the site to be representative of our customer base. If you’re not currently deploying a VOC technology, you should consider putting that on your roadmap for 2015.

Voice of Customer 68

Voice of Customer Multi-Channel Feedback Hotels 68

Gainsight

JULY 5, 2022

The return on investment (ROI) of CS is clearly seen and justifies bringing in CS operations to make it more seamless, prescriptive, and proactive. Every journey begins with a roadmap, and every business motion starts with a strategy. It is critical to measure CS because it indicates if your customer base is growing.

Roadmap 59

Roadmap Return on Investment Customer Journey Customer Success 59

SurveyGizmo

DECEMBER 21, 2022

Past behaviors and mobile customer engagement history You don’t want to reach out to first-time customers and dedicated loyalty-club member s in the same way. Customer sentiment analysis gives you insight for your mobile marketing and product strategy, helping your dollars stretch further and your ROI increase.

Customer Engagement 52

Customer Engagement Feedback Engagement Roadmap 52

Gainsight

APRIL 5, 2022

Losing touch with the customer base is easy to do as products grow. Without consistently gauging user sentiment and behaviors, new products may fall out of step with your customers. That insight can fuel your product roadmap decisions and shed light on ROI. Users are forgotten. User expectation gaps emerge.

Multi-Channel 52

Multi-Channel Roadmap Metrics User Experience 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. . . Companies apply the golden rule of business to customers and employees. . High-value outcomes with real ROIs will reign supreme. .

2020 61

2020 Customer Success Chief Customer Officer ROI 61

West Monroe

JULY 21, 2024

We create value primarily through growth—delivering new and better products and services to new and more markets and customers. We protect value primarily through reducing risk, retaining our current customer base, and maintaining margin. For margin protection, use AI to reduce operational costs and improve pricing.

Government 52

Government Technology ROI Roadmap 52

SurveySensum

SEPTEMBER 11, 2023

Key metrics include: Net Promoter Score: NPS gauges customer loyalty by asking how likely customers are to recommend your product to others. Customer Satisfaction: CSAT measures the satisfaction level of customers based on their interactions with your product or support services. But why measure it?

Metrics 52

Metrics 2023 Net Promoter Score Measurement 52

Gainsight

SEPTEMBER 28, 2022

Simplicity should impact: How you innovate: As your company and customer base matures, it can be appealing to plot every little feature request onto your product roadmap (especially the ones coming from your largest, highest-paying customers). Have clarity and reasoning behind your roadmap.

2002 52

2002 Roadmap NPS Fashion 52

CSM Practice

OCTOBER 10, 2018

By Andreas Knoefel, Customer Success and Services Executive, Thought Leader, and Author. As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. Relationship: Your customer engagement model. From Puzzle Pieces to the Picture .

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. I answered this call as the builder and leader of Customer Success for Apple , NextLabs and several startups. Relationship: Your customer engagement model.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. I answered this call as the builder and leader of Customer Success for Apple , NextLabs and several startups. Relationship: Your customer engagement model.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

Retently

FEBRUARY 21, 2024

survey data helps identify effective marketing channels, adapt campaigns for better ROI, and build stronger customer relationships through informed strategy adjustments. Understanding your marketing channels Having a clear understanding of your marketing channels is like having a roadmap to guide your marketing efforts.

Social Media 78

Social Media Advertising Events Insights 78

SurveySparrow

JANUARY 14, 2020

Your customers are your most valuable asset, especially if you are a small company. Growing your customer base will always be one of the most important objectives in every stand-up meeting. Businesses spend thousands of dollars on lead generation so that they can welcome new customers into their fold.

Customer Retention 52

Customer Retention Feedback Loyalty Programs Roadmap 52

Gainsight

AUGUST 31, 2020

They provide a real-time, web-based view of service data with respect to all trades, locations, and contractors. This allows facilities managers to drive significant brand equity and ROI for their organizations without outsourcing or investing in new infrastructure.

NPS 52

NPS Roadmap Chief Customer Officer Customer Success 52

Amity

NOVEMBER 4, 2016

Following up with the billing department to ensure that a customer’s invoice was truly corrected, following up with product development to see where on the roadmap a desperately needed feature enhancement was, following up with the training team to confirm that an additionally purchased training package was delivered.

Travel 59

Travel Webinar Roadmap ROI 59

SurveySparrow

DECEMBER 14, 2020

Knowing your customers is, after all, the first step to an effective customer experience strategy. A well-managed customer experience involves active oversight of all aspects of your customer journey, including ROI. But how do you measure returns on customer experience? Customer Effort Score Surveys.

Customer Experience Management 52

Customer Experience Management Measurement Customer Experience Net Promoter Score 52

Chattermill

JUNE 25, 2019

Only a small number of companies can demonstrate in actual figures an ROI connected to Customer Experience efforts. Many customer experience efforts stall out because leaders fail to show their team just how much value a customer-centric culture adds to your overall bottom line. Review Customer Data by Cohort.

Customer Experience 45

Customer Experience Customer Centricity ROI NPS 45

SurveySensum

JULY 11, 2023

Here’s how you can do it – Collect relevant customer data to understand their preferences and needs. Segment your customer base based on common characteristics or behaviors. Use customer persona to deliver personalized recommendations and offers.

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

Solvvy

OCTOBER 25, 2022

Measure Overall Customer Satisfaction. Knowing how satisfied your customer base is with your business overall is valuable information. While overall satisfaction provides insights into customer loyalty and future purchases, it also gives you an idea of the “brand ambassadors” engaged in word-of-mouth marketing. .

Customer Satisfaction 62

Customer Satisfaction Measurement NPS Metrics 62

CustomerSuccessBox

JUNE 8, 2021

Conduct strategic Business Reviews(EBR and QBRs) to understand the customer lifecycle milestones, and also to communicate the value of the product and showcase product ROI. Interact with existing customers to identify pain points, prioritize business opportunities, and productize solutions to ensure customer success.

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

West Monroe

JUNE 1, 2023

Enabling high growth and retention Since the cost of retaining and expanding sales with existing customers is just a fraction of bringing new customers on board, retention is key to profitability. They had extensive data about their customer base and usage but weren’t leveraging it to investigate the cause of high turnover.

Return on Investment 52

Return on Investment Culture Metrics Financial 52

inSided

OCTOBER 1, 2022

According to Alex Farmer, VP of Customer Success at Cognite, the first step on your community roadmap should be to unify all of the one-to-many events and content in one place. Whether your CS team is high-touch, tech-touch, or both, Community is a high ROI, growth-building investment. That was the case for Cognite.

Document 52

Document Customer Journey Customer Success Events 52

Pointillist

MAY 23, 2018

Prioritize the key CX opportunities identified in a high level customer journey map with leadership across organizational silos and use that as a starting point for creating a strategic roadmap for making changes. Customer Journey Orchestration: Accordant on Finding a Path to Purchase. How to Maximize Your Journey Analytics ROI.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

West Monroe

DECEMBER 12, 2021

This new maturity will increase the discipline and rigor of these organizations in demonstrating their ROI on customer engagement and expansion. Indeed, given the “great resignation” of recent note, companies can’t even hire and onboard new resources fast enough to engage with customers. The result?

2022 40

2022 Technology Fashion Roadmap 40