Totango

DECEMBER 1, 2021

These benefits give an agile approach a decisive edge over alternatives which put processes and tools ahead of customer interactions. An agile approach brings the full power of big data analytics to bear on customer success. 7 Steps to Bring Agile Innovation to Customer Success. Develop an Agile CS Execution Plan.

Innovation 98

Innovation Customer Success Customer Journeys How To 98

Kitewheel

AUGUST 14, 2020

The average score of the surveys you send out is your customer satisfaction score. Customer satisfaction is an effective way to know if your customer experience is satisfactory since you get immediate feedback in the form of a metric. To keep up with your customers’ changing desires you need to constantly listen to them.

Net Promoter Score 52

Net Promoter Score Customer Experience Effort Score Social Media 52

SmartKarrot

AUGUST 26, 2022

Adopting a data-driven perspective that considers data, analytics, customer insights, and the demands of the business. Build analytical infrastructure for insights into customer ARR and bookings performance. Work with customers to understand their business challenges in-depth.

Customer Success 19

Customer Success e-support Case Study Roadmap 19

Storyminers

JANUARY 24, 2017

After all, most people notice obvious differences—like the ones between businesses and brands—more than the little changes within them. The more adaptive companies will excel at keeping pace with their customers’ changing needs. 2017 won’t be a year of “one thing changes one time.” New metrics. 3: Waiting is dying.

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

Grade.us

APRIL 28, 2020

To focus on the metrics that matter most. Metrics aren’t created equal. The distribution and frequency of new reviews as a metric may be more important than sentiment if you’re simply looking to minimize damage and vice versa. Getting rave reviews from angry customers. They’re goal dependent.

Case Study 40

Case Study Study Management How To 40

Esteban Kolsky

APRIL 6, 2022

if you want to add ai ( doesn’t exist , but marketers did a search-and-replace in their content for “find analytics replace with ai”) to your solutions, for example, you will be constrained by some of the data you have existing in places where it is not easily accessible, or being in the right format, etc. questions?

CRM 78

CRM Social Media Government Customer Expectations 78

Pointillist

JUNE 7, 2021

As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies and tactics to better understand customer behavior and deliver the experiences their customers demand. In this year’s survey, we sought to uncover what separates customer experience leaders from laggards.

Measurement 71

Measurement Survey Customer Journeys Management 71

Grade.us

JULY 17, 2018

Your client's customers seem to be less interested in their products or services. Customers change. Your client's customers are in a constant state of flux. The demands placed on their customers is greater than ever before. Present offers to customers via the right channels. Where did things go wrong?

Strategy 20

Strategy Marketing Chatbots Social Media 20