InMoment XI

NOVEMBER 15, 2023

There are four common customer experience analytics metrics: Net Promoter Score (NPS) Net Promoter Score , or NPS, is a widely used metric to measure customer loyalty. Customer Effort Score (CES) Customer Effort Score (CES) assesses the ease with which customers can achieve their goals when interacting with a company.

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

Russel Lolacher

JUNE 15, 2021

Much of that advice is a mix of score keeping; being more human and less of a dick; building relationships that matter; solving customer problems; leading with empathy; etc. There are some great brains out there that break all this down into case studies and tactics that leaders can really use to better serve their customers. #CX

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Comm100

APRIL 25, 2018

A Case Study: Richmond Telephone Company. Regarding low effort service, the Richmond Telephone Company is the epitome of effortless issue resolution. The Importance of Being a Low Effort Company. Corporate Executive Board (CEB) Global is the consulting firm who came up with the Customer Effort Score.

Self Service 100

Self Service Company How To Effort Score 100

Comm100

FEBRUARY 7, 2018

Additional Considerations for CRM Solutions. Does the vendor have case studies of companies like yours who’ve used their software? Will your organization have a low-effort experience when implementing this engagement tool? Reviewing Security Standards. Checking Multichannel Capabilities. Testing Mobile Functionality.

Software 102

Software Customer Engagement Engagement Social Media 102

Totango

MARCH 29, 2022

Building and maintaining each unique customer journey can be a complex task — often with teams needing to understand how each customer communicates, what their needs are, and how best to move forward with individual customer engagement efforts. These plans can be used by teams to reach out via email or to set up automated touchpoints.

Customer Engagement 93

Customer Engagement Engagement Effort Score Customer Journeys 93

CustomerSuccessBox

MAY 16, 2022

All that to give you a holistic 360-degree view of your customer portfolio, monitor account health scores, create playbooks to facilitate onboarding, renewals, and upsells, set up alerts for risk and upsells, and more. How does CSM software help in your Customer Success effort? The CS tech has evolved exponentially.

Software 52

Software Customer Success Management Effort Score 52

Totango

MARCH 2, 2021

Case Studies. You can automate this stage of the process by using your integrating Totango with your CRM platform to track marketing touches with prospects who have engaged with your website and deliver content relevant to where they are in their pre-sales journey. Product webinars. Datasheets. FAQ guides.

Customer Journeys 63

Customer Journeys How To Net Promoter Score Video 63

Confirmit

DECEMBER 5, 2018

Such technology solutions usually include: CRM system. A Customer Success team should be your clients’ ambassadors as part of a wider effort to drive customer-centric culture across all departments: sales, product management, marketing, finance, HR, etc. Voice of the Customer solution. Marketing automation.

Customer Success 40

Customer Success Effort Score Touchpoint Metrics 40

CustomerSuccessBox

APRIL 9, 2021

Whereas within an actionable platform, your ability to communicate, to manage hundreds of accounts, the ability to locate the history of the account, the ability to go back in time and see health scores changes by a single action. The Account health score should take into account-. And that’s why you need an actionable platform.

Customer Retention 52

Customer Retention Software Effort Score B2B 52

Kustomer

FEBRUARY 19, 2024

Zendesk : Comprehensive Metrics And CSAT Measurements For In-Depth Insights In contrast, Zendesk offers a more analytical approach to performance tracking, with a strong emphasis on comprehensive metrics and Customer Satisfaction (CSAT) scores. Zendesk’s analytics help identify trends, benchmark performance, and uncover areas for improvement.

Self Service 52

Self Service Software Knowledge Base Social Media 52

Currency Alliance

MARCH 21, 2019

The typical incumbent loyalty technology platform comprises five core modules: CRM/Analytics Platform. CRM/Analytics. In legacy loyalty systems, the CRM would traditionally be integrated as part of the loyalty stack. Some of the CRM platforms optimized for loyalty marketing include…. Campaign Management. Points Bank.

Loyalty 58

Loyalty Banking Loyalty Programs CRM 58

Bold360

DECEMBER 1, 2016

Without a doubt the biggest mistake is…” Assuming that a CRM solution should be selected prior to building out a comprehensive customer experience strategy. “The biggest mistake companies make evaluating and purchasing customer care software is…” Not utilizing the power of their CRM!

Software 40

Software Customer Experience Company CRM 40

Confirmit

MAY 29, 2018

With the right program in place, the Voice of the Customer can directly correlate to business success metrics so it’s well worth the time and effort to connect with customers using the right channel, at the right time. Case study. Why Implement a Voice of the Customer Program? When to Collect the Voice of the Customer?

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40