Chadwick Martin Bailey

MARCH 12, 2019

If you’ve just returned from The Quirk’s Event Brooklyn, summarizing the most inspiring content can help prove the ROI for attending. From event-focused metrics (e.g., to sub-events (e.g., How will we be (and stay) agile at our companies? Agile was another hot topic at The Quirk’s Event.

ROI 56

ROI Consumers Financial Analytics 56

ECXO

MARCH 20, 2024

Her systematic approach shifts organizations from business-centric to customer/employee-centric operations, delivering significant improvements in key metrics while reducing costs and increasing revenue. Natalie Petouhoff , a Global AI + Empathy Adviser.

Case Study 52

Case Study Customer Centricity Leadership ROI 52

CloudCherry

OCTOBER 25, 2018

On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? While all of these companies offer their customers a best-in-class customer experience, they all approach it a little differently. The North Star Metrics for CX Buy-in.

CEM 170

CEM ROI Metrics Call Center 170

CSM Practice

JUNE 6, 2020

The valuation of a SaaS company is based on its recurring revenue stream. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently.

Metrics 89

Metrics Measurement Customer Success Trends 89

Thematic

FEBRUARY 11, 2024

I finally got to attend a Medallia Experience conference, and just like with my write up of the Qualtrics X4 event last year , I’d like to share my experiences and learnings. First, it’s hard not to compare two events. Both companies compete head to head with each other for customers.

Conference 62

Conference NPS Hotels Self Service 62

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CloudCherry

DECEMBER 1, 2018

On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? While all of these companies offer their customers a best-in-class customer experience, they all approach it a little differently. The North Star Metrics for CX Buy-in.

CEM 150

CEM ROI Metrics Call Center 150

Experience Investigators by 360Connext

FEBRUARY 9, 2021

The Three Areas of ROI. First, it’s important to know that customer experience can’t exist in a vacuum — you must do the work to align your company goals with your CX goals. Consider what most organizations focus on for their overall business goals: Companies need to earn more than they spend. Customer Value.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Gainsight

JUNE 27, 2023

Now, as we reflect on the event, we are excited to share with you the five impactful takeaways that emerged from this insightful gathering of industry leaders. We’re calling this Circles of Success and will bring it back at more events whenever possible.

ROI 52

ROI Return on Investment Touchpoint Leadership 52

Gainsight

JULY 10, 2023

With the right approach to scaling CS touchpoints using email, in-app, Community, or other channels, organizations can determine which types of engagement drive the most value for customers by measuring open rates, content engagement, conversion events, and more. AuditBoard remains committed to offering scaled resources.

Self Service 52

Self Service How To Roadmap ROI 52

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They empower their entire company to act on those insights and then seek to understand their customers all over again. They might even proclaim to put customers first or be customer-centric.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Oracle

NOVEMBER 16, 2020

The finalists for the “ Upshot Award for Best Demonstrated ROI in Sales ” represent multiple industries with different routes to success — but there’s one thing they all have in common: They put Oracle CX applications front-and-center to achieve the kind of ROI that would make them stand-out in their respective industries.

ROI 40

ROI Sales Ecommerce Comparison 40

Gainsight

MARCH 3, 2021

Net dollar retention (NDR) becomes the top SaaS metric , driving companies towards consumption-based pricing and expansion-oriented contracts. Net Dollar Retention Is a Clarifying Metric. I recently heard a story of a public cloud company that looked at NDR by acquisition method (e.g., Or all ARR?

Self Service 116

Self Service ROI Metrics Customer Success 116

Beyond Philosophy

NOVEMBER 10, 2014

What the researchers found was that “ after controlling for other factors that drive repeat purchases in the transaction-based business (for example, how often the customer needs the type of goods and services that the company sells), customers who had the best past experiences spend 140% more compared to those who had the poorest past experience”.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

ClientSuccess

JANUARY 11, 2023

Measure customer success metrics for meaningful insights. Focus on customer retention and long-term ROI. Companies with great customer success practices take this rule to heart in all aspects of their business, from how they interact with customers to how they design their processes and products. In fact, a lot.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Help Scout

DECEMBER 5, 2018

Calculating the return on investment (ROI) of a new tool can be tricky. This is an especially perplexing question for customer support teams, where measuring the impact of our actions on business metrics has always been a difficult exercise. For 51% of customers, it only takes one poor experience for them to consider leaving a company.

ROI 40

ROI Self Service Software Return on Investment 40

AWS Machine Learning

MAY 3, 2023

AWS customer Vericast is a marketing solutions company that makes data-driven decisions to boost marketing ROIs for its clients. The managed cluster, instances, and containers report metrics to Amazon CloudWatch , including usage of GPU, CPU, memory, GPU memory, disk metrics, and event logging.

Metrics 68

Metrics Resources Data Training 68

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Explain how these programs help you see customer issues before they become widespread company challenges. Structured feedback. Net Promoter Score (NPS).

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

QuestionPro Audience

JULY 26, 2018

It’s a trap to create without some benchmarks or a return-on-investment (ROI). Even the most off-the-wall, imaginative radio ads have a serious ROI that can be keenly measured. A stray piece of information or out-of-place logo can interrupt the story of your company, possibly shutting out audiences from the overall narrative.

Roadmap 170

Roadmap Advertising ROI Return on Investment 170

Centercode

DECEMBER 22, 2020

Between all the ebooks, reports, webinars, virtual events, and articles we’ve put out in 2020, here are the pieces we think did the best job of helping testing pros succeed in four key areas: increasing efficiency, engaging testers, adapting to changes, and learning from industry leaders. Increasing Efficiency. Other Highlights.

eBook 75

eBook Case Study ROI Roadmap 75

Education Services Group

MAY 12, 2021

This spring’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies and experts. I must say, TSIA Interact Spring 2021 event was quite possibly one of the most engaging and insightful virtual events I’ve attended in the CS industry in my career thus far!

Interaction 98

Interaction Customer Journeys Touchpoint Customer Success 98

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services. This process took a year.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

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. Every company does things a little different – their values, culture, how they approach feedback and reviews. All that stuff is really complex.”.

Customer Success 59

Customer Success Company Management Roadmap 59

Second to None

MARCH 14, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Chief Marketer on March 8, 2018: “To combat advertising fatigue, more companies are turning to experiential marketing—creating powerful memories for participants while connecting with the people who genuinely want to interact.

Strategy 54

Strategy ROI Social Media Return on Investment 54

West Monroe

FEBRUARY 11, 2024

From conversations at the Manufacturing Leadership Council’s December 2023 Manufacturing in 2030 event, it became clear that the industry is still far from delivering on the vision of Industry 4.0. for more than 20 years, companies continue to be challenged on how to drive progress and—for some—on even how to get started.

Industry 52

Industry Case Study Analysis Technology 52

Gainsight

FEBRUARY 10, 2022

Almost every business goal outlined by your company can be improved by someone in a customer success role. Revenue teams rely on the information they have to predict company momentum and growth. Simply put, Onboarding teams often focus on accelerating time to value, ensuring customers get ROI as quickly as they can.

Customer Success 97

Customer Success Training Customers ROI 97

Gravy Analytics

JULY 12, 2019

Location data tracks where people go and what events they attend. Each location a consumer visits and event they attend provides valuable information about what that person is interested in – and what they may purchase next. See how L’Oreal achieved 320% ROI using location data to reach women interested in beauty.

Advertising 40

Advertising Data ROI Automotive 40

ChurnZero

NOVEMBER 27, 2019

The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. . The event, hosted by The Customer Success Association , featured sessions from a variety of CS thought leaders. Didn’t attend?

e-support 75

e-support Chief Customer Officer Metrics Customer Success 75

Totango

MAY 23, 2019

To create happy customers, you have to shift your focus from the sales event and toward the ongoing nurturing of existing customers. Remember, though, that not every customer will be able to upsell; focus only on companies that have good opportunities for such expansion. Metrics that Reveal Upsell Opportunities.

Customer Success 74

Customer Success Effort Score Customer Centricity How To 74

CX Journey

MAY 3, 2016

Volunteering for event planning committees, mentoring fellow members, or participating in the community forum are only a few examples of how members can drive member engagement and overall association success. Metrics, Measurement, and ROI You can't manage what you don't measure. Again, the association is member-driven.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Gainsight

JUNE 9, 2021

The first day of Pulse Everywhere showed that Gainsight’s Pulse events are ever-evolving and still presenting attendees with the best content in customer success. Imagine a star-studded debut, with entertainers walking the red carpet and searchlights beckoning people to the event. It’s a story for companies big and small.

Entertainment 98

Entertainment Customer Success ROI Trends 98

Optimove

JULY 12, 2023

One-way SMS Marketing is typically used to deliver information such as purchase receipts, company announcements, and discount offers; transactions that do not require a response from the client. Event invitations: Clients can sign up to receive text messages with event details, RSVP options, and reminders.

Marketing 52

Marketing Return on Investment Ecommerce Customer Engagement 52

BirdEye

MARCH 24, 2023

It can also involve identifying and pursuing potential mergers and acquisitions or strategic partnerships to expand a company’s reach and capabilities. The goal is to create long-term value for the company by increasing its market share, revenue, and profitability.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

Totango

AUGUST 8, 2021

In the same way that access to large quantities of accurate data enabled drug companies to produce a vaccine record time, making people resistant to the effects of COVID, data has enabled customer success teams to delight customers and pandemic proof their organizations.

Software 118

Software Customer Engagement Customer Success Engagement 118

Bold360

MARCH 11, 2020

How to work within budget constraints and still drive the ROI we want. Metrics become critically important to say: ‘Okay, here’s where we are today; we all agree on the problem. So it’s important when you’re building out the metrics for measuring success to also figure out how you’re going to validate your budget.

Engagement 52

Engagement ROI Measurement Metrics 52

BirdEye

MARCH 17, 2023

By monitoring conversations on social media, companies can identify opportunities to engage with potential customers and get real-time feedback about their products or services. Gauge sentiment By tracking conversations across digital networks, companies can gain insight into how their customers feel about their brand.

Tips 98

Tips Social Media How To Analysis 98