Beyond Philosophy

JANUARY 28, 2019

Focus on the ROI of CX improvement. A renewed focus on the ROI of your efforts is vital to the longevity of your CX program. We have had clients like Ricoh Canada that improved their Customer Experience, which led to a rise in sales by 10%—and that was in a shrinking market. We discussed these five areas in a recent podcast.

ROI 139

ROI Net Promoter Score Effort Score Groups 139

NetBase

NOVEMBER 14, 2018

Here’s a social analytics checklist to get you ready for a bold, successful 2019. This is a great habit to establish for 2019. If your tools don’t measure social sentiment, you’re operating at a disadvantage. Taking the time to set yourself up now means you can hit the ground running as 2019 hits.

Analytics 72

Analytics Social Media Net Promoter Score Analysis 72

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. The Three Areas of ROI. This often gets translated into the following business text: SALES! MORE SALES! Here are a few leading measurements to try. Is customer experience worth it?

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

CX University

MARCH 11, 2024

Best Practices for Measuring Campaign Success In today’s complex marketing landscape, the ability to analyze omnichannel data effectively is essential for businesses seeking to measure the success of their marketing campaigns. The test group is exposed to the new strategy, while the control group is not.

Omni-Channel 52

Omni-Channel Analysis Data Touchpoint 52

NetBase

JANUARY 7, 2019

January 2019 Update: As trends change and technology advances, social media tools become more powerful as well. With that in mind, here are 21 Top Social Media Tools to consider in 2019: 1. Geared specifically to B2B brands, Okotopost allows you to “Measure the impact of every post, network, and campaign.” AdEspresso.

Social Media 77

Social Media Tools Analysis Analytics 77

SurveySparrow

SEPTEMBER 21, 2020

And in this blog, we’ll discuss how online surveys increase ROI. And, what’s more rewarding is the fact that online surveys can increase your business ROI like never before. By the end of the article you’ll learn how to gain lifetime leads with high ROI, that too without investing huge sums of money or time.

ROI 45

ROI Survey Return on Investment Social Media 45

SurveySparrow

MARCH 16, 2019

Top 20 Marketing Agency Partner Programs for 2019. They deliver their promise by providing exceptional inbound marketing and sales services to their clients. Wistia’s Video Hosting Service for Marketing & Sales Enablement help agencies run full video marketing campaigns for their clients and prove ROI with detailed video analytics.

Marketing 75

Marketing Social Media e-support Video 75

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

West Monroe

JUNE 27, 2019

Attending the Gainsight Pulse 2019 conference was a clarifying moment for anyone uncertain if the customer success mandate has reached maturity. Finding the Right Organizational and Responsibility Alignment Between Sales, Customer Success, and Renewals. A Greater Need to Measure and Justify the ROI of Customer Success.

Customer Success 40

Customer Success ROI Conference Customer Centricity 40

NetBase

JANUARY 7, 2019

January 2019 Update: As trends change and technology advances, social media tools become more powerful as well. With that in mind, here are 21 Top Social Media Tools to consider in 2019: 1. Oktopost Geared specifically to B2B brands, Okotopost allows you to “Measure the impact of every post, network, and campaign.”

Social Media 52

Social Media Tools Analysis Analytics 52

Totango

MARCH 21, 2019

It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding them as ongoing relationships that require continuous nurturing. . The importance of unlocking that customer knowledge has necessarily brought the role of the customer success team into a closer relationship with revenue and ROI bottom lines.

Customer Success 86

Customer Success ROI Lifetime Customer Customers 86

DemandJump

NOVEMBER 4, 2020

But how to measure marketing attribution through mobile is very different from a digital attribution model that works with a web browser. As we have described in a previous post about attribution measurement, there are many models of single- or multi-touch attribution that can be applied. This is a 21% increase from 2018.

Multi-Channel 98

Multi-Channel Advertising Guidelines Social Media 98

SurveySparrow

JULY 17, 2019

A brilliantly designed customer experience management software would also help you recognize customer trends, identify at-risk customers, measure customer satisfaction, scale customer loyalty, and more. Here we have listed the top 10 customer experience management software in 2019 to help you be a customer experience rockstar.

Customer Experience Management 55

Customer Experience Management Software Customer Experience Management 55

Currency Alliance

DECEMBER 13, 2018

“the biggest 25 food-and-beverage companies…generated 45% of sales in the category in America but drove only 3% of the total growth” [i]. As a result, major loyalty trends for 2019 will see a wave of innovation as established brands trial new ways to retain share of mind. The Economist, November 2018.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Horizon CX

DECEMBER 27, 2019

The research was conducted between September 24, 2019, and November 25, 2019, and targeted CX Professionals within B2B organizations with titles ranging from Chief Customer Officers and VPs of CX to Directors and Managers of CX. NPS is very much alive and well as a primary CX metric in 2019, within B2B organizations.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. We’re currently working on the 2019 version of our journey manager report.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Her extensive background in customer success, sales and management will be of great benefit to both IZEA and our customers,” said Ted Murphy, Founder and CEO of IZEA.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

SurveySensum

SEPTEMBER 12, 2019

It’s 2019, customers are getting ample choices and you’ll have to make certain that why should they choose you over your competitors. And the ROI is transparent for the efforts invested in creating pleasant customer experiences. And the ROI is transparent for the efforts invested in creating pleasant customer experiences.

Brands 67

Brands Net Promoter Score Customer Experience NPS 67

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. We’re currently working on the 2019 version of our journey manager report.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. We’re currently working on the 2019 version of our journey manager report.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

TechSee

DECEMBER 28, 2020

For sales support, press 1. Once the ROI of these remote technical support and customer support teams became abundantly clear, many enterprises decided that these temporary teams would become permanent. “You’ve reached Service Enterprises. Your call is important to us. For product support, press 1.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

GetFeedback

JANUARY 12, 2020

Read articles including one that discussed “ the best bike pumps in 2019. ” . Research from McKinsey suggests that the best ROI on CX improvements come from improving the end-to-end journey: . The fix: get services professional involved earlier, during the sales touchpoint. . There are lots of ways to document a journey map.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Gainsight

APRIL 26, 2019

Click here to see the full Pulse 2019 agenda. Understands larger financial model and helps with (1) self-funding paid CS or (2) delivering clear ROI from CS. Sales Alignment. Complains about the Sales team. Deeply aligned with the Sales team. Measures NPS and retention solely. Product Alignment.

Leadership 79

Leadership Customer Success Roadmap Conference 79

Oracle

NOVEMBER 2, 2020

One of these ever-present challenges is how to get marketing and sales teams to collaborate more effectively. I’ve been in marketing for nearly 25 years, so I know just how complicated it can be when marketing and sales almost seem set up to battle each other versus work together to get leads through the sales funnel and sell more.

Management 80

Management Sales Multi-Channel B2B 80

Eptica

JULY 2, 2019

Date: Wednesday, July 3, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Delivering best practice in Voice of the Customer programs. Published on: July 03, 2019. Brands have to focus on taking new approaches that go beyond simply running customer experience surveys or measuring through basic metrics such as NPS.

Net Promoter Score 62

Net Promoter Score ROI NPS Return on Investment 62

Experience Investigators by 360Connext

JANUARY 7, 2020

For one, a quick Google search will bring you articles that claim 2019 was “The Year of the Customer.” And how will you measure success on the changes you make? Improving Sarah’s desire to stay with your company has an ROI of itself. It can’t be a yearly theme, because then the year comes to an end.

Net Promoter Score 173

Net Promoter Score Effort Score NPS Report 173

CSM Magazine

NOVEMBER 8, 2019

More than half of small and medium enterprises (SMEs) in the UK have changed customer relationship management (CRM) supplier according to the State of the CRM Market 2019 Report from Workbooks. . A CRM project requires a focus on technology, people and processes; only when all three are in harmony will you truly maximise your ROI.”.

CRM 45

CRM Study ROI Return on Investment 45

Confirmit

FEBRUARY 6, 2019

An exciting start to 2019! Confirmit has been named a Finalist in the Business Intelligence category in the 13th annual Stevie® Awards for Sales and Customer Service! Confirmit is dedicated to democratizing insight – putting it in the hands of people who can use it to maximize impact and ROI.

Analysis 40

Analysis ROI Course Measurement 40

ClientSuccess

SEPTEMBER 27, 2018

Instead of simply passing new customers off to a Customer Success Manager (CSM) to deal with after a sale is completed, organizations are realizing the benefits of having a strong customer-focused strategy in every department , from sales and marketing to finance and product. An Intense Focus on Outcomes and ROI.

Trends 74

Trends Customer Success Effort Score ROI 74

NetBase

AUGUST 16, 2019

Our NetBase LIVE conferences in Los Angeles and New York will have you in fighting shape to end 2019 on a high note! Where will you be on October 22 nd and 23 rd 2019 ? And on November 12 th and 13 th , 2019 in New York , you will hear from social media analytic experts from Hotwire Global, iHeartMedia, Third Ear, Warner Bros.

Social Media 62

Social Media Conference Analytics Multi-Channel 62

SurveySparrow

AUGUST 13, 2020

billion , which was the approximate number of email-users globally in 2019, and it will grow to 4.48 Then let me break this to you for every $1 spent email will give you a $44 ROI. According to DMA’s Report, 77% of email ROI comes from triggered and segmented campaigns. Measure Your Results. Email Delivery Rate.

How To 95

How To ROI Tools Measurement 95

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. We believe these trends will occupy most brands’ efforts during 2019. Customer data: maximize ROI. Of equal importance are the resources to measure results. Data speaks louder than words.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

North Highland

SEPTEMBER 16, 2019

Summer 2019 provided the timeshare industry with its first glimpses of a shifting consumer landscape. For the first time since the economic downturn, timeshare companies have struggled to meet summer marketing and sales goals. Marketing and sales goals will be measured and reported against this data.

Travel 45

Travel ROI CRM Entertainment 45

Storyminers

JULY 6, 2020

His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. He held sales and technical leadership positions at IBM, where he advised companies on the strategic use of information technology to solve business problems and gain a competitive advantage. David Avrin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Grade.us

APRIL 25, 2019

Shows the measurable gains you’ve achieved for all essential metrics and KPIs. Julian from Measure School shows you how in his comprehensive course " Google Data Studio Dashboard Course ". Place special emphasis on conversion, sales and ROI data. make them look great in front of their boss (b.) You ask them.

Report 37

Report Marketing Metrics Social Media 37

Gainsight

MAY 18, 2020

I think the whole experience for this new medium—it can provide many opportunities to engage, track, and measure things you weren’t able to before. We were able to deliver a unique event experience with Intellum with sizzle, measurement, and tracking installing Gainsight PX. Should we do one day vs multiple days? per person net.

ROI 105

ROI Multi-Channel Video Entertainment 105