Gainsight

JULY 5, 2022

Though churn reduction (indicated by 83% of respondents) and product adoption (stated by 81%) were top priorities for companies during the pandemic, 45% of companies actually let their CS org drive renewals and other expansion efforts. . Every journey begins with a roadmap, and every business motion starts with a strategy.

Roadmap 59

Roadmap Return on Investment Customer Journeys Customer Success 59

delighted

DECEMBER 10, 2019

Although investing heavily in customer experience can be quantified with traditional return on investment (ROI) measurements, measuring the true impact of CX resource allocation requires a new paradigm: return on experience (ROX). Group customers based on their CX score.

ROI 40

ROI Measurement Customer Experience Effort Score 40

Eptica

JUNE 17, 2016

In my experience technologies that can be re-used, such as a central knowledge base that can be deployed as part of web self-service systems and used by agents when handling emails, social media and phone calls deliver a high return on investment and can therefore underpin your customer experience transformation.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Pointillist

NOVEMBER 18, 2021

Without understanding why customers use each product and gauging their level of success, it’s easy to incorrectly prioritize your product roadmap. Customer journeys take the guesswork out of understanding the impact and return on investment on digital product initiatives. Omnichannel Interaction Data is Siloed or Nonexistent.

Customer Journeys 45

Customer Journeys Self Service Customer Experience How To 45

SmartKarrot

DECEMBER 9, 2020

Monitor and report to leadership on key Customer Success Management metrics; continuously assess and proactively drive efforts to enhance performance and ensure excellent customer satisfaction scores. Oversee efforts related to Customer Success Management team communication, as well as initial and ongoing training for the team.

Customer Success 10

Customer Success Case Study Effort Score Return on Investment 10

Pointillist

JULY 25, 2018

Build Organizational Readiness for Customer Journey Analytics Customer journey analytics is worth all the time, effort and resources you invest in it, but to get its full potential you have to integrate it seamlessly within your organization. Pick a mix of financial, customer and operational metrics.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43

SmartKarrot

JUNE 30, 2021

Customer success software will alert you with changing customer behavior, help you increase your product engagement efforts, automate product actions, deliver personalized solutions. This is the foundation of your product adoption strategy and the base of your campaigns. A CS solution will help you reach your previously fixed goals like.

Social Media 10

Social Media Roadmap Customer Success Metrics 10

Grade.us

JUNE 2, 2020

We don't have a native mobile app, and it's not currently on our development roadmap (our web app is fully responsive and optimized for mobile though). Net Promoter Scores, optional survey questions, first-party reviews, and third party reviews — all from the same customer. Net promoter scores. Auto-tagging. Focus areas Price.

Software 47

Software Management Net Promoter Score Multi-Channel 47