article thumbnail

A New Take on ROI: Reduce Failure Demand to Save on Business Cost

InMoment XI

My name is Ton Luijten, Customer Success Director + Data Science Lead in APAC—and in this post I’ll help you unlock a new take on ROI —through failure demand. When we manage client programs at InMoment, return on investment (ROI) is always top of mind. First Up, What Is Failure Demand?

ROI 493
article thumbnail

XI Café Podcast, Episode 6: Demonstrating CX Impact, ROI, and More With The Customer Show’s Mary Anne Ghobrial

InMoment XI

Forrester predicted that 1 in 5 CX programs would disappear soon—mostly due to a lack of ability to demonstrate impact and prove ROI of their CX projects. It’s one thing to get the actual insight from your customer data, and it’s another to demonstrate the impact that insight will have.

ROI 260
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

The ROI of implementing Customer Success

CustomerSuccessBox

Customer Success is the key to driving retention, renewals and thereby, increasing recurring revenue for the business. Although it’s upon the Customer Success team to drive retention, renewals, etc., Senior Customer Success (CS) leader VP of Customer Success Head of Customer Success.

ROI 52
article thumbnail

How to Prove the ROI of Your Online Training Program

Gainsight

As a training or operations professional, you’ve probably faced plenty of questions regarding ROI (return on investment) from colleagues when evaluating an online learning initiative. Data is the objective pillar that drives every successful business.

ROI 52
article thumbnail

Transforming Customer Success Into a Revenue-Generating Powerhouse

Gainsight

This is a very exciting time to be in the Customer Success (CS) profession. As economies and customer expectations shift and evolve, we as CS professionals need to evolve with them. It all comes down to Customer Success Managers (CSMs) owning certain revenue metrics: expansion revenue, churn, renewals, etc.

article thumbnail

Investing In Customer Success Delivers 107% ROI Within 3 Years

Forrester's Customer Insights

If your approach to helping customers succeed is spread across account management, customer service, training, sales, customer marketing, etc., you’ll get a great return by consolidating it.

article thumbnail

Customer success professionals should focus on net revenue retention (NRR) to prove ROI – Interview with You Mon Tsang of ChurnZero

Adrian Swinscoe

Today’s interview is with You Mon Tsang, the founder and CEO of ChurnZero, which helps subscription businesses fight churn with a real-time customer success platform.

ROI 76