CSM Practice

FEBRUARY 24, 2020

Engagement activity measures the amount of proactive, high-value, customer-centric touchpoints a Customer Success Manager or Customer Success team has with customers over a specified period. 6. Net Promoter Score (NPS). Engagement Activity = Number of Engagement Touch-point Over A Certain Period.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Clarabridge

JUNE 13, 2017

This week, we’re particularly interested in his success using the Voice of the Customer (VoC) with a proven return on investment. We are now able to efficiently analyze and act on the voice of our consumers across all touchpoints. Check out the case study here ! And this is only the beginning!

ROI 40

ROI Net Promoter Score Return on Investment Retail 40

delighted

DECEMBER 10, 2019

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). To build your case, we recommend starting with one core metric.

ROI 40

ROI Measurement Customer Experience Effort Score 40

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. With these foundational metrics in place, businesses can dive deeper into the intricacies of customer interactions and sentiments.

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

SurveySparrow

MARCH 9, 2024

Collect feedback at specific touchpoints, giving a complete view of the customer journey. This includes all touchpoints and channels and uses the data to provide a holistic view of the customer journey. You can collect feedback based on specific touchpoints. The reporting and analysis is in real-time. for a streamlined workflow.

Tools 52

Tools Voice of Customer Touchpoint Social Media 52

Totango

MARCH 2, 2021

Case Studies. Seek to deliver enough preliminary value to persuade prospects of the value of investing in a free trial. A satisfying freemium experience plays a key role in making this case. Reviewing accounts that are coming up for renewal to evaluate and ensure return on investment. Product webinars.

Customer Journeys 63

Customer Journeys How To Net Promoter Score Video 63

SmartKarrot

OCTOBER 12, 2022

The B2B customer experience is affected by various touchpoints throughout the customer account journey. Creating a customer account journey can tell the tale of your customer’s interactions with your brand across all touchpoints. Many people base their purchasing decisions on peer-to-peer success stories and case studies.

B2B 10

B2B Customer Journeys How To Net Promoter Score 10