CX Journey
AUGUST 16, 2017
Image courtesy of Got Credit ROI is still our favorite "three-letter word." It's been a year or more since I've written about the ROI of customer experience. Nothing wrong with that! Always good to revisit this topic because it is such a hot one for customer experience professionals. Always the same (great) story, regardless.
Beyond Philosophy
JUNE 8, 2023
Of course, the issue then becomes getting the data to prove it. Always include the return on investment (ROI). If you leave out the ROI, the finance people will not see the importance of the change—and you will not be spending any resources on it. Of course, these are only mine. Customer research is critical here.
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C3Centricity
JUNE 2, 2021
Price insensitivity is positively correlated with ROI. Cost is not as important in the business arena if there is a high ROI. In comparison, I remember a few years ago getting a call from a long-distance phone company: “We can save you 50%” they told me. Pricing #Marketing #Brand #BrandBuilding #Sales Click To Tweet.
West Monroe
JANUARY 18, 2024
It’s important, of course, to layer in qualitative discovery on top of quantified opportunities to confirm or reject the opportunity hypothesis. It’s worth noting that investments should be gauged by ROI rather than the speed or cost to integrate.
Gainsight
JUNE 9, 2021
What’s the ROI of Customer Success?” Of course, my mind often drifts to a thought experiment…. Figure 1: Performance Comparison: Gainsight Customers vs Non-Gainsight Customers on the Cloud Index. To make the comparison even clearer, we also divided these 20 customers into High Health Score and Low Health Score groups.
NetBase
MAY 20, 2019
But many are still unsure of how to communicate the amazing engagement they’re seeing – and correspondingly unable to demonstrate it in terms of ROI. You can almost hear their end-of-year Instagram ROI reports falling flat if you listen closely. You’ll want to actively monitor Instagram as well, of course.
Inbenta
FEBRUARY 15, 2021
Of course, these are indications only, and results can greatly vary depending on the use case, the industry, or the type of technology powering your self-service solution(s), but that gives you a good basis of comparison. As a consequence, 32% (0.4 x 0.8 = 0.32) is a good target for self-service ratio.
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