ChurnZero

JULY 9, 2020

Celebrate (and Capitalize) on Success With Case Studies. Case studies are a mutually beneficial way to promote your product and your customer among interested audiences – so long as your features know their place in the story. If they outshine your customer, you’ll lose the reader.

Strategy 64

Strategy Marketing Case Study Effort Score 64

CustomerSuccessBox

JUNE 20, 2022

A customer Success Tool allows you to track the customer’s overall health by giving insights on account health progress, monitoring product adoption milestones, and measuring business outcomes delivered all from one place. The growth phase involves a larger customer base to take care of. Improve user onboarding.

Software 52

Software Customer Success Effort Score Net Promoter Score 52

Gainsight

JANUARY 17, 2020

A: We prioritize feedback by asking ourselves, “ How does this impact the customer base? ” As an example, a “high-urgency” feature request that impacts very few users is typically not as high-priority as a “low-urgency” feature request that would apply across our entire base. Read their case study here.

Feedback 117

Feedback Roadmap ROI Case Study 117

Kayako

DECEMBER 3, 2015

And you know just how powerful delightful customer service experiences can be to drive positive word-of-mouth. But how do you present this to those who are focused on ROI and efficiencies? Maybe you could send over some case studies – like these ! Google is your friend.

Customer Service 120

Customer Service How To Case Study NPS 120

Gainsight

MARCH 15, 2023

You should be doubling down not just on acquiring new customers but on the customers that you have—because they’re not only a source of new revenue, they’re going to help you at the top of the funnel. KC: Your customer base is your business’s best revenue engine and growth engine. They’re not a point-in-time strategy.

Strategy 52

Strategy Self Service Trends Case Study 52

CSM Practice

FEBRUARY 24, 2020

As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Confirmit

OCTOBER 18, 2018

Confirmit’s customer engagement model provides the power to listen to the Voice of the Customer, integrate it with financial, operational and free-form text data to generate powerful insight, and take action that will promote customer retention and drive better business decisions. CASE STUDY. Learn More.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

ClientSuccess

APRIL 20, 2017

This led to delivering reports via CDs and eventually to the delivering via the Internet, which is what we now refer to as a SaaS or cloud-based model. His career has been mostly about growing and driving adoption and measuring ROI of his customers. He believes if you do this, customers will inevitably grow.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

West Monroe

APRIL 23, 2023

So, when considering the ROI of change management, companies need to focus not just on the return on investment but also on the other ROI: the risk of incompletion. But here’s the challenge: In most cases the expected upside assumes perfect execution. Want to know how much change management can increase your ROI?

ROI 52

ROI Management CRM Banking 52

West Monroe

APRIL 23, 2023

So, when considering the ROI of change management, companies need to focus not just on the return on investment but also on the other ROI: the risk of incompletion. But here’s the challenge: In most cases the expected upside assumes perfect execution. Want to know how much change management can increase your ROI?

ROI 52

ROI Management CRM Banking 52

SmartKarrot

JANUARY 13, 2023

Share knowledge and socialize customer performance and its results with the rest. You’ll participate in webinars and the creation of case studies, present at company meetings, and write blogs and articles. Create and nurture relationships with champions, executive sponsors, and broader relationships within the customer base.

Customer Success 19

Customer Success Touchpoint Case Study Customer Journeys 19

Kustomer

JULY 10, 2020

In a world that’s so heavily focused on utilizing digital technology and social media to create convenient experiences for consumers, making your customer service communication lines as simple, seamless and tailored as possible to specific members of your audience is a must. There’s a psychology behind personalized customer service.

Customer Service 52

Customer Service Return on Investment Customer Service Strategies Loyalty 52

Bob Hayes

APRIL 29, 2018

Companies need to get a good return on investment (ROI) from their acquisition campaigns, so the less money they can spend to acquire the same amount of new customers will necessarily contribute to the bottom line. Improve Marketing.

Customer Retention 64

Customer Retention Return on Investment Customers Case Study 64

Bob Hayes

APRIL 29, 2018

Companies need to get a good return on investment (ROI) from their acquisition campaigns, so the less money they can spend to acquire the same amount of new customers will necessarily contribute to the bottom line. Improve Marketing.

Customer Retention 64

Customer Retention Return on Investment Customers Case Study 64

SmartKarrot

JUNE 30, 2022

Role: Customer Success Director Location: Remote, Boston, MA, US Organization: meQuilibrium As a Customer Success Director, you will advance meQuilibrium’s strategic relevance by driving the integration and adoption in other areas of Human Capital Management and business units within the customer organization.

Customer Success 19

Customer Success Case Study Roadmap Metrics 19

Gainsight

JUNE 11, 2021

Major Takeaways: Sales and Customer Success relationships can be filled with friction. But both teams should be working together to drive more revenue than attacking the customer base separately. Create alignment to generate more revenue for the organization, stronger partnerships, and provide a smoother customer experience.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

InMoment XI

NOVEMBER 15, 2023

What is the ROI of Customer Experience Analytics? Understanding the Return on Investment (ROI) of customer experience analytics is crucial for businesses aiming to justify their investments in this strategic initiative. Most organizations struggle proving ROI with their CX programs.

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

CSM Practice

FEBRUARY 24, 2020

As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

Education Services Group

MAY 11, 2018

Folks who know that to improve their bottom lines they need higher touch engagement with their customers — but don’t have the resources to make that a reality. One case study showed that even just a minor increase in human-touch engagement resulted in increased customer software subscription renewals.

Customer Success 40

Customer Success Engagement Customer Journeys Case Study 40

SmartKarrot

SEPTEMBER 5, 2022

Establish key success metrics for each customer and communicate progress against those metrics with both customers and internal partners. Help develop customer engagement forums to build a collaborative community of Arc customers. Collaborate with sales and marketing to drive case studies and customer references.

Customer Success 19

Customer Success Case Study Customer Satisfaction ROI 19

ChurnZero

FEBRUARY 26, 2021

At a high level, Customer Success often focuses on adoption, retention, and expansion, which is a full-time job in and of itself. Generally, the [CSM’s] sentiment is ‘I don’t want to ask my customers for another favor. I’m trying to build a relationship with them.’”. Sales is driven by the latter, but Product is driven by the former.

Customer Success 59

Customer Success Company Management Roadmap 59

Influitive

AUGUST 3, 2015

The majority of survey respondents (71%) said detailed ROI analyses are becoming an incredibly important part of the buying process. The best way to show ROI is to create case studies showcasing how your advocates are using your products to succeed. Grow Your Customer Base. Cut Your Reference Program.

B2B 66

B2B Report Social Media Marketing 66

SmartKarrot

FEBRUARY 21, 2022

Make strategic marketing recommendations that drive outcomes for your clients and ultimately deliver ROI. Partner with clients to create and deliver Case Studies that can be taken to market. Stay up to date with Customer industry trends. Analyzing different data sources to understand the customer’s big picture.

Customer Success 19

Customer Success Case Study Roadmap Exercises 19

ChurnZero

DECEMBER 20, 2019

Leading CS practices are looking for ways to actualize the value proposition into their playbook and maturity model so there is an execution path and narrative for driving ROI and expansion. . . Companies apply the golden rule of business to customers and employees. . High-value outcomes with real ROIs will reign supreme. .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Eptica

OCTOBER 28, 2016

In the same way that a shop assistant can explain the differences between two outwardly similar products, an agent can potentially upsell to the customer , based on understanding their requirements through a real-time digital conversation. You can read more about L’Occitane’s use of chat in this case study.

Sales 48

Sales e-support Contact Center Abandon Rate 48

Amity

NOVEMBER 4, 2016

Now, there is certainly some overhead involved in moderating these forums, but this approach allows for practices to be shared across all accounts and all CSMs and if done correctly, can help to create a true sense of community amongst your customer base.

Data 48

Data Travel Case Study Roadmap 48

SurveySparrow

APRIL 11, 2021

Lead Scoring: In this, you assign points to leads based on specific parameters. The points are to indicate the leads that are closest to becoming your customers. Based on the points assigned, you will have a clear understanding of what to do with the lead at this point. There are no “perfect” CTA.

Strategy 98

Strategy How To Effort Score Social Media 98

Thematic

MARCH 27, 2024

Step 3: Customer Segmentation Based on Risk Not all at-risk customers are at the same stage of disengagement. Segmenting your customer base by risk level allows you to tailor interventions and resources effectively. Consider using weights to emphasize the relative importance of certain factors.

Effort Score 62

Effort Score Analysis Feedback Net Promoter Score 62

Gravy Analytics

JULY 15, 2019

Location-based competitive intelligence tools might include advertising audiences as well as data on foot traffic to competitor locations, behavioral analytics for competitors’ custom bases, and competitive analytics. Location Data Can Improve Advertising ROI by Up to 600 Percent. Download the case study for more details.

Advertising 68

Advertising Data ROI Automotive 68

inSided

OCTOBER 1, 2022

Use case library and customer case studies: help customers understand what’s possible and what they can do to drive adoption and upsell. Ultimately, it’s all about building a solid community foundation and training that “muscle memory” within your customer base that community is where you go to find what you need.

Case Study 52

Case Study Effort Score Customer Journeys Study 52

Currency Alliance

DECEMBER 4, 2023

The ability to target investment more precisely, with less wastage, and greater certainty of a positive customer experience, is steadily removing a lot of the uncertainty and risk around brands’ marketing ROI. In 2024, we expect to see this paying off in the form of greater availability of marketing budget for customer incentives.

Loyalty 59

Loyalty Trends Data Marketing 59

BirdEye

OCTOBER 27, 2023

10 proven customer acquisition strategies What is customer acquisition cost? What are the elements of customer acquisition? Customer acquisition is persuading potential customers to become paying customers. Did you know you can reduce customer acquisition costs (CAC) with business text messaging?

Strategy 57

Strategy Social Media Multi-Channel Advertising 57

SurveySparrow

APRIL 23, 2023

By targeting prospects more likely to become customers, you can allocate your resources more effectively, resulting in a better return on investment (ROI). Better Customer Relationships Generating quality leads and building demand involves understanding your target audience’s needs and pain points.

B2B 52

B2B Marketing Social Media Advertising 52

RapportBoost

DECEMBER 10, 2018

So, you probably have to start for every customer who complains than 26 customers who don’t say anything and I know I have had it mentioned, as many as 96% of unhappy customers don’t say a word, they just leave. 100, it is uncovering that hidden customer base that we found to be super powerful for our client.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

SmartKarrot

APRIL 15, 2022

To make it a practical read, the author discusses the processes as well as case studies of successful CRM projects. Apart from being a huge repository of knowledge on CRM, this updated version also offers adds new case studies and updated screenshots, and also includes emerging CRM trends such as AI, big data, chatbots, etc.

Customer Retention 19

Customer Retention CRM Case Study e-support 19

Retently

AUGUST 22, 2018

While there can be several reasons for low customer satisfaction in this industry, there are four primary factors that skew the metrics for the sector: Service Polarity: Traditionally, airlines have segregated their customer base into two segments — economy and business class. The 2014 US Consumer Airlines study.

Airlines 76

Airlines Customer Satisfaction NPS Net Promoter Score 76