Education Services Group

MAY 17, 2021

CS leaders are often thrust into the spotlight, expected to grow Customer Success capabilities at a record pace, and prove the organization’s value by demonstrating ROI. When so much depends on that vital connection between customers and their CSMs, good leaders need to pay attention to both sides of that equation.

Customer Success 52

Customer Success Engagement Customer Journeys eBook 52

Gainsight

DECEMBER 15, 2023

Check out new ebook, How to Speak CFO: Real-World Tips for Communicating the ROI of CS the Budget Hawks of Your Business To dig deeper into this topic, Remco de Vries, VP, Global Demand Generation, Gainsight, recently sat down with Rav Dhaliwal, Investor, Board Member, Venture & Limited Partner at Crane Ventures.

Tips 52

Tips Leadership Sales Training 52

Think Customers

DECEMBER 13, 2021

Step #6: Measure your success with customer-focused metrics This final step is more like the beginning of your long-term CX strategy. Yes, tracking metrics will help to prove ROI to key stakeholders throughout your organization, but it will also likely reveal additional aspects of your CX transformation strategy that require adjustments.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 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. .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ClientSuccess

MARCH 20, 2019

Revenue Retention Rate (Gross & Net). Customer Retention Rate/Customer Churn Rate. Customer health metrics help SaaS companies identify customers and users that are getting impact from a solution and that are highly likely to renew or churn. Impact/Outcomes Achieved (Personal & Organizational ROI).

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Qualtrics

SEPTEMBER 23, 2019

Download eBook. When this happens, customers feel like their voice matters.”. Some ways to think about showing the value: Use a simple ROI calculation. This can include: Increased customer retention. Greater customer acquisition. When this happens, customers feel like their voice matters.

Net Promoter Score 20

Net Promoter Score Effort Score Leadership eBook 20

ClientSuccess

JULY 23, 2019

If I were asked to implement a CS program today, the first thing I’d do is define what success looks like (both internally for our company and externally for our customers). Internally – define customer retention rates, understand who your reference-able clients are, map out customer lifecycles and journeys within your organization.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

BlueOcean

JANUARY 8, 2019

The LVT calculation can play an important role in determining the ROI of your customer care team, and specifically, the customer save team. The Cost of Customer Retention vs Acquisition. We’d love to chat with you about building a better customer experience.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service eBook 299

InMoment XI

APRIL 3, 2024

Each of these advantages leads to and reinforces the same outcome: Increased revenue and improved ROI on customer-facing initiatives. By aligning digital customer experience metrics with overarching business strategies, your organization can ensure that your measurement efforts are not only meaningful but also actionable.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

Comm100

DECEMBER 12, 2017

Here is a framework you can use to manage the quality of your customer experience. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team. Customer retention.

Training 106

Training Customer Experience Customer Journeys How To 106

ClientSuccess

NOVEMBER 22, 2022

Learn How to Align Your Customer Success and Marketing Teams. As marketers, you’re always looking for new and innovative ways to drive value and ROI for your brand. But what if we told you that understanding your customers was the key to success? Create a Customer Advisory Board for Your Company.

Customer Success 69

Customer Success Strategy Marketing Social Media 69

Comm100

MAY 19, 2020

It’s been shown that live chat can drive 3x – 5x more conversions and deliver up to 6000% ROI. The same report states that customers that use live chat are three times more likely to make purchases versus those who don’t. This is a simple, yet very effective, recipe for improving both customer service and loyalty.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

SurveySparrow

APRIL 23, 2023

By targeting prospects more likely to become customers, you can allocate your resources more effectively, resulting in a better return on investment (ROI). Better Customer Relationships Generating quality leads and building demand involves understanding your target audience’s needs and pain points.

B2B 52

B2B Marketing Social Media Advertising 52

SurveySparrow

JUNE 2, 2023

Why email is one of the most effective channels for building warm relationships with customers At 4.37 It is the highest-rated channel for customer retention. As well as for marketing content to prospective customers. Email marketing is ranked as the top-performing marketing channel in terms of ROI by B2B marketers.

How To 52

How To Social Media Chatbots B2B 52

Playvox

JUNE 22, 2023

As a rule of thumb, a CFO is most interested in the financial metrics of call centers—agent efficiencies, cost savings, call center technology investment ROI , etc. Download our eBook Overlooked KPIs That Make a Difference in Your Contact Center and schedule a demo of Playvox’s robust workforce management solution.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Michel Falcon Experience

JULY 17, 2015

Learn 28 strategies for improving your company’s customer experience today by reading my free ebook. Was I able to clearly define customer service and customer experience for you? If so, I guarantee you will learn 28 other customer experience strategies for your business in this FREE ebook.

Industry 60

Industry eBook Employee Experience System 60