ClientSuccess

JANUARY 8, 2019

As a customer success manager (CSM), your goal is to help your customer accounts change their behaviors by using your product(s) to drive positives outcomes and ROI throughout their entire journey with your company. Customer Satisfaction Metrics (NPS Scores, Surveys, Feedback, etc.) are Declining.

Net Promoter Score 58

Net Promoter Score Metrics NPS eBook 58

ClientSuccess

JULY 5, 2017

For customer success leaders, these roadblocks or pitfalls can be the tipping point between customer satisfaction and customer churn. Customer success leaders must understand and develop the post-sales lifecycle from the customer’s perspective to capture all the elements that are truly important to the customer.

Sales 40

Sales Customer Success ROI Strategy 40

GetFeedback

MAY 2, 2019

It’s really hard to justify a CX budget or initiatives to the Executive team or Board when you can’t demonstrate the huge ROI awaiting the organization…. The following sections come from Kapiche’s eBook: “ What’s the Real Value of Customer Experience? Customers care more about experiences than ever before.

Strategy 261

Strategy Net Promoter Score ROI Effort Score 261

ClientSuccess

OCTOBER 10, 2017

This stage is critical to measuring how customers are using the platform, what features they’re using most, and—most importantly—any success stories. CSMs can work directly with marketing to gather these stories and create a customer success library. Ultimate Guide to SaaS Customer Success Metrics. Growth Stage.

Metrics 40

Metrics How To Effort Score Customer Success 40

BlueOcean

FEBRUARY 7, 2019

How do we use that data to improve the customer experience? We get it; earning executive buy-in on the decision to outsource your contact center usually includes a discussion about ROI. But calculating how the costs of your customer service solution make an impact on your bottom line can be complicated. Need a hand?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Hello Customer

OCTOBER 13, 2021

mapping out the full customer journey to build a blueprint of customer needs at every interaction. building a Voice of the Customer corporate culture around those expectations. Churn and Retention rates, CSAT and NPS scores, product reviews, website behaviors and customer support data etc., are all well and good.

Examples 98

Examples Survey Customer Journeys eBook 98

InMoment XI

APRIL 3, 2024

Brands with higher user satisfaction rankings for at least three years grow revenues 2.5 Each of these advantages leads to and reinforces the same outcome: Increased revenue and improved ROI on customer-facing initiatives. times faster and deliver up to 500% more shareholder returns over the following decade.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

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. For customer support leaders, metrics tied to the goal of delivering and improving upon outstanding customer care and experiences should matter the most and be top priorities.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

inQuba

AUGUST 19, 2021

According to CustomerThink , “Journey management enables you not only to measure, monitor and optimize customer experience, but align your entire organization with your customers’ goals.“. Download this buyers’ guide as a complimentary ebook. Download this buyers’ guide as a complimentary ebook. Get it here. Get it here.

Customer Journeys 52

Customer Journeys Omni-Channel Management Insurance 52

inQuba

AUGUST 19, 2021

The following 5 features will enable and empower your business to influence and change customer behaviour, thereby boosting acquisition, retention, and much more. Download this guide as an eBook. In other words, do customers believe that value is really being delivered to them at each step? Get it here. JOURNEY DISCOVERY.

Customer Journeys 52

Customer Journeys Omni-Channel Management Insurance 52

Stella Connect

OCTOBER 13, 2017

In our conversations with brand executives, we’re often asked, “Which customer survey solution should we be using?” Some believe they’re getting the insights they need out of their Net Promoter Score ( NPS® ) surveys. We’ll explain the unique purpose and value of each, and what you need to keep in mind to maximize ROI.

Measurement 51

Measurement Customer Experience Net Promoter Score NPS 51

Stella Connect

APRIL 17, 2018

If more than a few agents are struggling in a particular area of service (product knowledge, for example), schedule a group customer service training session to address the topic. This will help the team focus on specific problems that are impacting customer satisfaction. Focus on agent empowerment, not limits.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

APRIL 17, 2018

If more than a few agents are struggling in a particular area of service (product knowledge, for example), schedule a group customer service training session to address the topic. This will help the team focus on specific problems that are impacting customer satisfaction. Focus on agent empowerment, not limits.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Pointillist

JULY 25, 2018

Executive Sponsor – The Executive Sponsor will likely consider the customer journey analytics project useful if it positively impacts important business metrics (such as revenue, retention, upsell etc.) and delivers meaningful ROI. Pick a mix of financial, customer and operational metrics. Customer Effort Score(CES).

Customer Journeys 93

Customer Journeys Analytics How To Metrics 93

Pointillist

JULY 25, 2018

Executive Sponsor – The Executive Sponsor will likely consider the customer journey analytics project useful if it positively impacts important business metrics (such as revenue, retention, upsell etc.) and delivers meaningful ROI. Pick a mix of financial, customer and operational metrics.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43