Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Influitive

MAY 15, 2015

If you were to ask a group of community managers what keeps them up at night, you’d likely hear the same two or three concerns at the top the list: engagement , lack of resources and, of course, ROI. The problem is, many B2B community managers are unsure about how to get started. Define your goals and make a plan. Look at the numbers.

ROI 61

ROI B2B Roadmap Metrics 61

InMoment XI

FEBRUARY 2, 2024

McKinsey’s Global Survey on artificial intelligence has reported that businesses adopting AI can see a significant improvement in their performance, with some sectors witnessing profit increases of up to 20% attributable directly to AI. They’re reimagining ‘dad’s recliner’ into a modern-day relaxation experience.

Hospitality 260

Hospitality Call Center Retail NPS 260

Thematic

NOVEMBER 28, 2019

This report describes the survey itself, its respondents and provides a deep-dive into the answers. At the end of the survey, we run optional rating questions: To what extent has your executive team bough into in a CX metric or set of metrics? How extensively are your CX metrics tied to financial metrics at your company?

Report 62

Report Survey ROI Net Promoter Score 62

Experience Matters

OCTOBER 31, 2016

We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings.

Report 244

Report Groups Survey Customer Experience 244

CustomerSuccessBox

APRIL 19, 2022

Most of the tools that businesses have been using these days generally provide analytics reporting to evaluate customer engagement trends for the touchpoints that are managed by that tool. One of the biggest challenges that the Customer Experience(CX) function has been facing is to scale the ROI of CX investment put into the business.

Customer Journeys 52

Customer Journeys Metrics Analytics Touchpoint 52

CX Journey

MARCH 13, 2019

According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. Evidencing ROI was highlighted by almost half of the respondents as the biggest block to gaining approval for future CX investments. The model ".uses

Customer Experience 151

Customer Experience ROI NPS Return on Investment 151

CX University

MARCH 18, 2024

How to Measure the Success of Hyper-Personalization Companies measure the success of their hyper-personalization efforts through various metrics that demonstrate the value and impact of personalized experiences on customer engagement, retention, and revenue growth. Measuring the Success of Hyper-Personalization Strategies in B2B Sales.

Customer Experience 52

Customer Experience Retail Customer Retention Loyalty 52

Gainsight

OCTOBER 19, 2023

We partnered with Benchmarkit, a B2B SaaS research firm, to find out. Companies are also recognizing the value of CS Operations to drive efficiency and further ROI from the CS organization. Dig into the report to learn more. But what does this evolution actually look like in the real world? So what did we learn?

Customer Success 52

Customer Success Net Promoter Score NPS Customer Retention 52

ECXO

OCTOBER 5, 2023

Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies, Culture & Accountability, VoX & Intelligence, and Strategy.

ROI 52

ROI Video Government Leadership 52

Experience Matters

OCTOBER 31, 2016

We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings.

Report 120

Report Groups Survey Customer Experience 120

Forrester

APRIL 1, 2015

Deanna Laufer and I are collaborating on a new report on How to make the case for customer experience in B2B. How will clients benefit from this report? But without this link, B2B companies will struggle to get adequate funding to sustain their CX programs over the long term. Read more Categories: B2B.

B2B 40

B2B ROI Report Financial 40

Totango

MAY 10, 2022

In the context of B2B SaaS products geared toward enterprise users, the customer engagement strategy seeks to promote adoption by product users, executives, and stakeholders. B2B executives and stakeholders are engaged when they see that product usage is helping their company achieve its business goals efficiently and cost-effectively.

Customer Engagement 77

Customer Engagement Customer Journeys Engagement Tips 77

CX Journey

MARCH 13, 2019

According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. Evidencing ROI was highlighted by almost half of the respondents as the biggest block to gaining approval for future CX investments. The model ".uses

Customer Experience 81

Customer Experience ROI NPS Return on Investment 81

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices. 4) Drive ROI through value-chain thinking. Design CX metrics as a value chain.

ROI 54

ROI Feedback Survey Financial 54

Beyond Philosophy

NOVEMBER 10, 2014

JD Power and Associates reported that the annual premiums paid by customers that switch insurance providers amount to $7.6 According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively. So, there you have it. 26 August 2014. <

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

ChurnZero

APRIL 15, 2022

If your Customer Success (CS) teams doesn’t possess ESP, you need tools to identify a customer’s buying signals, usage behavior, and ROI to break the endless cycle of trial and error with your expansion outreach. SalesIntel is a leading sales intelligence platform and B2B contact data provider.

ROI 98

ROI Data Examples Report 98

Customer Bliss

JULY 5, 2016

She is most proud of her role in improving the health insurer’s NPS scores in the double digits over the past 12 months and helping the organization pivot from a B2B to a B2C company. B2B organizations tend to be very ingrained around specific sets of processes, and those processes need to be a bit different for B2C. .

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Influitive

APRIL 28, 2017

The role of B2B communities is shifting. However, as customer engagement and retention become increasingly important in a subscription-based world, marketers and community managers are focusing on leveraging communities to impact these metrics instead. This focus on customer experience is.

B2B 40

B2B Metrics How To Customer Engagement 40

BirdEye

NOVEMBER 20, 2023

When it comes to B2B companies, the conversion rate for referrals stands at 11%, surpassing the average across all industries. The key benefits include: Centralized review management Multi-channel communication with customers Automated referral campaigns Integration with numerous CRM systems Comprehensive reporting and analytics 2.

Software 63

Software Marketing Multi-Channel e-support 63

Customer Bliss

MAY 4, 2017

Important distinction here: Oftentimes in the early stages of CCO work, it’s all Excel spreadsheets and ROI equations and “create a 10-step plan.” ” The expense reports should write itself. It might seem semantic, but it’s a huge connection back to the end user of B2B customer experience.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Experience Matters

JANUARY 17, 2017

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2017. During Q3 of 2016, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 62 different tech vendors.

Report 120

Report Groups Survey Data 120

Experience Matters

JANUARY 17, 2017

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2017. During Q3 of 2016, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 62 different tech vendors.

Report 120

Report Groups Survey Data 120

SmartKarrot

JULY 22, 2022

Measuring Return on Investment (ROI) to educate customers is equally important. If your content or other customer education efforts do not bring your organization’s ROI standards, they need to be modified until the result is achieved. The idea of educating customers and then calculating the ROI thereof may seem overwhelming at first.

ROI 10

ROI Return on Investment How To Training 10

Waypoint Group

MAY 28, 2015

Unfortunately for B2B companies, getting a boost in sales doesn’t come from a Tonight Show debut or a Colbert Bump, like it would for artists or public figures. If you’re a B2B marketer, you may attempt to make a viral video, or better yet, use a strategic account based approach to engage with prospects. Averages are often misleading.

B2B 40

B2B Management Effort Score NPS 40

Waypoint Group

OCTOBER 17, 2019

Metrics to gauge product improvement plus customer experience and satisfaction. ZenGRC is very flexible and integrates with Google Apps and JIRA, with a lightning-fast ROI. We needed feedback that is easy to share internally and with the right metrics to help us quickly identify what levers need to be pulled.”.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Customer Bliss

NOVEMBER 15, 2018

1 – Look Deeper than Surface-Level Metrics. Samantha realized that even though their metrics were telling them that sales were good, and business was fine, they didn’t fully understand that the end customer wasn’t completely satisfied. Co-op Financial is essentially a B2B, to C company. 2 – Connect ROI to Growth.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Gainsight

APRIL 14, 2022

Though the pandemic isn’t exactly in the rearview mirror yet, we are beginning to understand the effect it’s had on B2B firms across the country — and around the world. It’s not just your current bottom line that’s affected: NRR is also the top metric that investors look at when making decisions about where to put their money.

Chief Customer Officer 59

Chief Customer Officer Effort Score Customer Success Analytics 59

Gainsight

NOVEMBER 18, 2019

According to a B2B Marketing survey, two-thirds of marketers are making CX a priority in the next twelve months. Of the B2B companies that are fine-tuning their CX strategy , they are said to have strong revenue growth and ROI, reporting more than a 2x return on their investment. B2B CX: Beyond customer surveys.

B2B 12

B2B Metrics Measurement Competitive Advantage 12

Influitive

MARCH 24, 2017

Community managers are often forced to fall back on the savings they generate for customer support teams, rather than reporting on the revenue they generate for the company. Measuring the value of branded communities has always been difficult.

Brands 65

Brands B2B Report Measurement 65

Kerry Bodine

JUNE 5, 2019

Here are a few data points from our The State of Customer Journey Managers, 2018 report: Air New Zealand, BBVA, Fiat Chrysler, Greenpeace, Lloyds Banking Group, and Qantas Airways each had 3 journey managers. We’re currently working on the 2019 version of our journey manager report. And Royal Bank of Scotland alone had more than 70.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Kerry Bodine

JUNE 5, 2019

Here are a few data points from our The State of Customer Journey Managers, 2018 report: Air New Zealand, BBVA, Fiat Chrysler, Greenpeace, Lloyds Banking Group, and Qantas Airways each had 3 journey managers. We’re currently working on the 2019 version of our journey manager report. And Royal Bank of Scotland alone had more than 70.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Here are a few data points from our The State of Customer Journey Managers, 2018 report: Air New Zealand, BBVA, Fiat Chrysler, Greenpeace, Lloyds Banking Group, and Qantas Airways each had 3 journey managers. We’re currently working on the 2019 version of our journey manager report. And Royal Bank of Scotland alone had more than 70.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Integrity Solutions

JULY 28, 2022

The State of Contact Center Conversation Intelligence 2022 report by Observe.AI Research shows that the top four contact center KPIs/metrics, in order of importance, are: customer satisfaction, customer experience, quality assurance and revenue growth. Despite this, one of the most measured metrics per agent is “call handle time.”

Contact Center 52

Contact Center Self Service Customer Satisfaction Metrics 52

Hero Digital

APRIL 15, 2019

In 2011, a McKinsey Global Institute report celebrated the potential for big data: “…we are on the cusp of a tremendous wave of innovation, productivity, and growth, as well as new modes of competition and value capture…”. Reporting (data): They can answer questions about behavior and performance. It doesn’t provide context.

Data 64

Data Analysis Analytics Report 64

delighted

MARCH 15, 2019

In fact, when the Temkin Group calculated the ROI of customer experience , they found that a moderate increase in customer experience can lead to an industry average of $775 million dollars in revenue growth over 3 years for a typical billion dollar company. Sample B2B Customer Experience Lifecycle Milestones for Transactional Feedback.

Net Promoter Score 75

Net Promoter Score Tips NPS Effort Score 75