Natalie Petouhof

JANUARY 29, 2016

In wanting others to see what I saw, I started down the road of creating ROI models for digital / social / online communities. Now many years later, I am hearing the same question so I revisited the topic in some new research, ROI of Online Cloud Communities. And note, ROI of online communities is NOT limited to customer service.

ROI 40

ROI B2C Case Study B2B 40

delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. Although investing heavily in customer experience can be quantified with traditional return on investment (ROI) measurements, measuring the true impact of CX resource allocation requires a new paradigm: return on experience (ROX). Building your own CX ROI model.

ROI 40

ROI Measurement Customer Experience Effort Score 40

SurveySparrow

NOVEMBER 9, 2020

The global human resource management market is expected to reach USD 38.17 Yes, that’s the popularity of HR tools and HR management software among modern millennial users. From recruiting, onboarding process to taking feedback, HR management software automates everything! billion by 2027.

Software 59

Software Tools Management Employee Engagement 59

VDS

JUNE 6, 2023

By following these guided steps, you’ll be able to assess your needs, define requirements, research providers, evaluate pricing and ROI, and ultimately make an informed decision that aligns with your organization’s goals. How does your solution integrate with workforce management systems and CRM platforms?

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

VDS

JUNE 6, 2023

By following these guided steps, you’ll be able to assess your needs, define requirements, research providers, evaluate pricing and ROI, and ultimately make an informed decision that aligns with your organization’s goals. How does your solution integrate with workforce management systems and CRM platforms?

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

Natalie Petouhof

SEPTEMBER 1, 2016

The report goes into a lot of detail so it’s clear how to calculate the ROI of social customer service: Many brands have experienced incidents where not taking care of an issue turned into a social media nightmare. The components of a business case include: Goals and objectives for the social customer care initiative.

ROI 45

ROI Social Media Airlines Customer Service 45

ChurnZero

FEBRUARY 26, 2021

But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In Give Product thematic feedback, not anecdotes. I’m trying to build a relationship with them.’”.

Customer Success 59

Customer Success Company Management Roadmap 59

Waypoint Group

DECEMBER 15, 2015

It’s with great pleasure that we share our latest case study, starring Humanity : global workforce management and beautifully simple scheduling software. To hit such high marks, the team rolled out a monthly feedback strategy, ensuring that the number of customers responding at one time would be manageable for follow-up.

B2B 40

B2B Feedback Case Study ROI 40

Thematic

MARCH 27, 2019

And how closing the customer feedback loops helps reduce and predict customer churn. Delayed Feedback. So you need to act fast on their feedback and resolve their issues faster. Such as approaching the silent customers with new offers or requesting any feedback. How Closing Customer Feedback Loops Reduces Customer Churn.

Feedback 54

Feedback Study Poor Customer Service Case Study 54

Wootric CX Blog

SEPTEMBER 13, 2018

You’re already asking for feedback through the entire customer journey and now that you’ve got a relatively mature CX program, you’re wondering how to extract even more value out of it. Using text and sentiment analytics, you can turn unstructured qualitative feedback, like NPS comments, into organized insight in a matter of minutes. .

Analytics 81

Analytics Tips ROI NPS 81

TechSee

JUNE 16, 2021

The technology has been proven to improve ROI by boosting efficiency in contact centers and field services, reducing truck rolls and dispatches, decreasing product return rates , and improving the overall customer experience. Without high levels of adoption of new technology, the company will not realize the ROI they were likely expecting.

ROI 251

ROI Case Study Strategy Wireless 251

Kayako

DECEMBER 3, 2015

You’ve been hired as a customer service manager, tasked with delivering great customer service. You know that customer feedback helps build a better product. But how do you present this to those who are focused on ROI and efficiencies? But how do you present this to those who are focused on ROI and efficiencies?

Customer Service 120

Customer Service How To Case Study NPS 120

CSM Magazine

JUNE 30, 2022

From enhancing your customer journey to creating your brand voice to solving callers’ requests, an IVR system can take your user experience to the next level and increase ROI. The percentage of leads you convert and the feedback they leave can give you a glimpse into how you can enhance the customer journey. Distributing Callers.

Customer Service 52

Customer Service Case Study Customer Journeys Social Media 52

Stella Connect

MARCH 5, 2018

Immediately after every service interaction, RevZilla customers receive personalized, agent specific Stella Connect feedback requests. Response rates to these feedback requests are over 40% and most customer responses come in within an hour, complete with star ratings, comments, suggested rewards, and/or issues that need to be addressed.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

Amity

OCTOBER 22, 2018

These calls are ideal to have your own Product and Marketing team on so that the client can provide feedback and use cases of your platform back to the wider team. Make sure contract renewals are managed ahead of time, or see if you can make an amendment to the date. Some ideas include: Hold a Show-&-Tell call.

Customer Journeys 82

Customer Journeys Case Study How To Entertainment 82

West Monroe

APRIL 23, 2023

When it comes to change management, there is some widely accepted conventional wisdom. 15%+ of an initiative’s internal and external budget should be devoted to change management (based on complexity of change) 70% of projects fail in implementation It’s no surprise, therefore, that change management has a reputation problem.

ROI 52

ROI Management CRM Banking 52

West Monroe

APRIL 23, 2023

When it comes to change management, there is some widely accepted conventional wisdom. 15%+ of an initiative’s internal and external budget should be devoted to change management (based on complexity of change) 70% of projects fail in implementation It’s no surprise, therefore, that change management has a reputation problem.

ROI 52

ROI Management CRM Banking 52

Quadient

JULY 25, 2022

Cutting-edge collaborative design and dynamic mapping tools enable remote collaboration and feedback across your entire enterprise. . Collaboration and feedback tools create efficient remote workflows. The Customer Experience managers from the CX team at Hilti use Quadient Customer Journey Mapping on a regular basis.

Customer Journeys 52

Customer Journeys Examples Touchpoint Case Study 52

CustomerSuccessBox

JUNE 20, 2022

In general, this tool offloads the heavy work of tracking and managing all the customer success metrics. To do that, they need to: Track a dozen of complex metrics, Study analytics, Optimize the onboarding workflows, and Monitor the “n” number of other tasks. Benefits of having a Customer Success Software for your SaaS business-.

Software 52

Software Customer Success Effort Score Net Promoter Score 52

Waypoint Group

MAY 28, 2015

Account-based management is what B2B-folks are beginning to focus on to ensure each individual customer’s goals are met. Account Based Management is ideal for B2B companies that want to not only land new accounts, but expand within them. Most companies collect customer feedback and let it rot until the next year’s annual survey.

B2B 40

B2B Management Effort Score NPS 40

SmartKarrot

JUNE 20, 2023

Role: Customer Success Manager Location: United States (Remote) Organization: Liquid Web As a Customer Success Manager, you’ll ensure that customers receive more value from your offerings by engaging in onboarding activities. Data collection, analysis, and reporting with an emphasis on spotting important trends and proving ROI.

Customer Success 19

Customer Success Case Study ROI NPS 19

Confirmit

OCTOBER 18, 2018

Build Customer Success strategies for your account management teams – focusing not only on customer retention metrics, but more importantly on the value your customers get from your products and services. CASE STUDY. Interesting Links. Siemens Corporation: Bringing a Global Approach to VoC. Siemens Corporation is a U.S.

Customer Retention 45

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

inQuba

FEBRUARY 7, 2023

The link between policy holders’ journeys and business revenue has been firmly established, and multi-disciplinary teams at leading insurers are turning to Customer Journey Management , a break-through approach compared to traditional CX. Here’s how Customer Journey Management works: 1. Case study coming up!

Insurance 52

Insurance Customer Journeys Policies Communication 52

Magellan Solutions

JUNE 12, 2021

From a business’ point of view, customer retention and ROI is the ultimate goal to keep it running. Identifying these key trends through the help of speech analytics improve customer retention , lower churn rate, and increase ROI. Increase of each customer’s lifetime value is the key to a stable ROI. Fill up the form below! .

Call Center 52

Call Center Analytics Self Service Multi-Channel 52

Stella Connect

MAY 11, 2017

There’s input (investment) and output (ROI + waste). Your job is to create a sustainable power source with near 100% efficiency (high ROI, minimal waste). Why are so many customer feedback programs so inefficient? Case Study: Using VoC Data to Save the Customer Relationship. And that’s where the data stay.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

ClientSuccess

APRIL 20, 2017

Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service. Paul’s first foray into the world of Customer Success included managing customers and delivering Market Research. What is the ROI on this department?”. The First CSM at Marketo.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

InMoment XI

NOVEMBER 15, 2023

Voice of the Customer (VoC) Voice of the Customer (VoC) encompasses various methods for collecting and analyzing customer feedback. For instance, an e-commerce company analyzing customer feedback may discover emerging trends in consumer preferences, allowing them to proactively adapt their product offerings and gain an edge in the market.

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

Magellan Solutions

MAY 29, 2021

Essentially the most basic function of Healthcare BPOs is to help you manage social media platforms to significantly meet customer expectations. Furthermore, Healthcare BPOs play a role as well in evaluating competitors by making use of surveys to gather feedback and improve quality. Act on customer feedbacks .

Social Media 52

Social Media Healthcare Hospitality Call Center 52

ClearAction

FEBRUARY 7, 2016

Tools, techniques, and case studies catalyze your customer experience management success. Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management. Managing the Customer Experience Across Service Channels. Customer Experience Articles. Customer Centricity.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

ClientSuccess

OCTOBER 5, 2020

But do you also have a good idea on the ROI they can ‘deliver’ to your team? What is customer ROI? Understanding this potential – aka a customer’s long-term value – can help measure the ROI of a customer. Understanding this potential – aka a customer’s long-term value – can help measure the ROI of a customer.

Customer Relationship Management 80

Customer Relationship Management ROI Customer relationships Management 80

SmartKarrot

OCTOBER 27, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Givelify As a Director of Customer Success, you will advise customers as a trusted partner on use-cases, fundraisinggiving strategies, and Givelify products and services. Manage QBRs. Proactively learn new features and content as they become available.

Customer Success 19

Customer Success Case Study Roadmap ROI 19

Stella Connect

MARCH 30, 2018

The company also aims to do more with less—particularly when it comes to managing its customer service teams, which operate out of five outsourced contact centers in the Philippines, Mexico, Serbia and Poland. Managing Performance with Real-Time Visibility . TechStyle’s focus is delivering products “smarter, faster and better.”

Contact Center 40

Contact Center Connections Apparel Fashion 40

CustomerSuccessBox

SEPTEMBER 4, 2019

When I look back to the old me, I feel that I have learned a lot as a Customer Success Manager (CSM). The context of these emails will depend on the stage of the customer lifecycle – onboarding, implementation, post go-live feedback etc. The Marketing team for facilitating case studies, success stories, best practice docks, etc.

How To 78

How To Roadmap Customer Success Training 78

ChurnZero

DECEMBER 20, 2019

The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. 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. . .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Stella Connect

MARCH 8, 2018

The business case practically wrote itself—we could reassign our existing QA resources onto service recovery, which would deliver significant cost savings, while also improving our overall customer experience.”. Leveraging agent-level feedback in this way delivered instant results. Driving Service Performance.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Stella Connect

MARCH 8, 2018

The business case practically wrote itself—we could reassign our existing QA resources onto service recovery, which would deliver significant cost savings, while also improving our overall customer experience.”. Leveraging agent-level feedback in this way delivered instant results. Driving Service Performance.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

SmartKarrot

MARCH 15, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Storm3 As a Director of Customer Success, you will manage the post-sale relationship, serving as the primary contact and advocate for day-to-day requests. Run tier 1 accounts and manage a team of CSMs. Deliver QBRs that are focused on impact.

Customer Success 19

Customer Success Case Study ROI Customer Satisfaction 19