Opinionator

JANUARY 8, 2021

The ROI (return on investment) of customer experience for a business is undeniably high. In fact we have previously said that ‘ Customer Experience is Everything ‘ Even a small increase in positive customer experience (CX) can propel revenue to new heights, increasing company profits considerably.

ROI 52

ROI Customer Experience Financial Customer Journey Mapping 52

ClearAction

JANUARY 28, 2015

Many of us subscribe to customer experience management (CXM) as promising substantial business results by (a) encouraging customers to say great things about your company (growing the funnel of prospective buyers) and by (b) encouraging customers to buy more (expanding share of budget, buying from more product lines, and buying premium offerings).

ROI 89

ROI Customer Experience Management Customer Experience Management 89

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points. How are you categorizing your customers?

Customer Success 64

Customer Success Webinar Customer Journey Customer Journey Mapping 64

ShepHyken

NOVEMBER 1, 2019

This week we feature an article by Linda Taylor who writes about the importance of customer journey mapping in every organization in order to improve the customer experience. Customer Journey Mapping is a pictorial representation of the path a customer follows after coming in contact with a company.

Customer Journey Mapping 86

Customer Journey Mapping Customer Journey Customer Experience Touchpoint 86

ChurnZero

APRIL 3, 2020

Customer Success helps your customers realize value with your product. But how do you systematically ensure they maximize their return on investment? EBRs facilitate customer alignment on business objectives and outcomes as well as allow you to learn about customer initiatives and opportunities.

Customer Journey Mapping 52

Customer Journey Mapping Webinar Customer Success Customer Journey 52

Totango

JUNE 24, 2022

The nature of the SaaS industry makes customer success look significantly different than it does in other sectors. SaaS companies face distinctive challenges, including pursuing different goals, using various methods to measure success, and relying on different tools to deliver successful outcomes.

Customer Success 105

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 105

CSM Magazine

AUGUST 31, 2018

In a world full of resources for measuring success (analytics, channels, and tracking tools) many agencies struggle with determining whether they’re monitoring the most appropriate key performance indicators (KPIs) to calculate their clients’ return on investment (ROI). This is where call tracking comes in.

Metrics 40

Metrics ROI Advertising Customer Journey Mapping 40

Totango

MARCH 2, 2021

Mapping out your customer journey stages empowers you to optimize each step for a satisfying experience that promotes higher retention. In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process.

Customer Journey 63

Customer Journey Net Promoter Score Sales E-support 63

ClearAction

OCTOBER 2, 2017

For key drivers of loyalty, quantify the cumulative revenue (or profit, preferably) of the groups of customers who are happy and unhappy. Customer lifetime value helps managers see how much of their business is at stake. This is a huge pathway to making changes that will make a difference in voice-of-the-customer measures.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journey Mapping Presentation 78

CSM Magazine

APRIL 5, 2018

A touch point relates to any contact a prospective customer makes with your brand before, during or after a purchase. Identifying your business’ touch points is the initial step towards producing a customer journey map that’ll ensure your customers are satisfied every step of the way. About the Author.

Customer Journey Mapping 49

Customer Journey Mapping Return on Investment Touchpoint Sales 49

SmartKarrot

OCTOBER 26, 2022

You can measure these segmentations in the SmartKarrot customer success platform based on the following: Utilization Product usage & adoption NPS/Sentiment Engagement metrics. Track customer touchpoints and streamline communications using relevant metrics. That means favoring customization above generic.

B2B 11

B2B Management Touchpoint Advertising 11

Ian Williams

MARCH 19, 2020

So, in regulated sectors, the customer is part of the agenda. And therefore the satisfaction scores are measured and performance bonuses are rewarded to organisations that excel and penalties are given to those who do not deliver. What the organisation is measuring. That’s just a vanity exercise. Christopher: Yeah.

Leadership 52

Leadership Consulting Financial Customer Experience 52

Bold360

DECEMBER 1, 2016

Many will (unfortunately) continue to invest in new technology systems that then need to be integrated (and maintained over time) with existing technology assets; this strategy only exacerbates what becomes an exponential (and unsolvable) problem as expenditures beget more expenditures of time, money and resources. Dmitry Grenader.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

Confirmit

MAY 29, 2018

Voice of the Customer programs are proven to help organizations retain customers, build better products, deliver better services, and systematically understand customer experience in order to drive change. Understand your customers’ expectations better. Evaluate (and prevent) the risk of your customers churning.

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40

Tricia Morris

AUGUST 21, 2015

3) Outline the associated business processes to better understand what you need from a technology perspective for a better return on investment. An Equal Investment Must Be Made in the Right People: “Cheaper is not better when it comes to people, and that’s true across customer service, marketing and sales.

Customer Focused 111

Customer Focused Customer Relationship Management 2015 Events 111