Thematic

FEBRUARY 11, 2024

Location and Attendees The event took place at the Wynn, which has all you can expect from a 5-star casino resort with a golf course in Las Vegas. Of course, any conversation about AI also needs to talk about trust. Chrissy Hura from Scientific Games did a great job explaining how her team links issues in digital experience to ROI.

Conference 62

Conference NPS Hotels Self Service 62

CCO Council

OCTOBER 7, 2019

And the only way to demonstrate business outcomes is to present a business case—and then use that business case as the guardrails for what we do going forward. It’s natural to assume that a business case is all about return on investment (ROI) or internal rate of return (IRR) or other such measures of benefits versus costs.

Financial 40

Financial ROI Return on Investment Analysis 40

C3Centricity

APRIL 2, 2018

A more recent study by BCG and GRBN resulted in an Invest in Insights Handbook to help organisations report on the ROI of the insights function. They found that those who measure their ROI have found a seat at the decision table, increased budgets, and more control. Lack of alignment on important metrics. Customer profiles.

Marketing 175

Marketing Handbook ROI Social Media 175

inmoment

OCTOBER 3, 2018

When it comes to metrics, the human race is a little obsessed. Those of us in customer experience (CX) take metrics even more seriously, and for good reason. CX metrics help us understand our company’s relative position, reinforce expectations and key behaviors in our teams, and quantify our level of impact and achievement.

Metrics 40

Metrics Case Study Social Media Groups 40

Gainsight

OCTOBER 19, 2021

Don’t get too caught up focusing on churn metrics, retention numbers, and other standard metrics. Compelling answers to these questions, along with the data to support your proposal, will help illustrate the ROI your organization can expect. Let’s go back to the metrics you outlined in the previous section.

Resources 52

Resources Customer Success ROI Metrics 52

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Of course, you need leaders across your organization to really take actions that get results. How will you act on your VoC feedback on an ongoing basis?

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

CloudCherry

JANUARY 21, 2020

VoC leaders also see an uptick in customer and employee engagement metrics. Overall, companies with mature VoC programs achieve higher scores on critical CX metrics–including customer effort score (CES), and Net Promoter Score. Identifying essential CX metrics and tracking them regularly can help programs stay on course.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

ClearAction

OCTOBER 25, 2022

Account: how managers are accountable for application of CX insights reveals your CXM ROI. 5 CXM competencies are Metrics & Analytics, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Operationalized CX Strategy. Applaud: how you celebrate CX progress inspires and rewards all of the above.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

CustomerSuccessBox

MAY 30, 2022

This scenario precisely presents the “ Watermelon Effect ”. To identify a watermelon customer, the metric that would help you the most is instead the Customer Intent Score. The Customer Intent Score is a metric that measures a visitor’s willingness to accomplish a conversion goal, for example- a request for further information.

Customer Success 52

Customer Success Case Study Customers Data 52

Customer Bliss

NOVEMBER 21, 2017

” Do the CX metrics in place ladder up to the core business metrics? Continue to maintain the balance of improving customers’ lives and proving ROI. And of course, take some time to check out some of our older episodes!

User Experience 0

User Experience Customer Journeys Customer Experience Chief Customer Officer 0

Helpt

FEBRUARY 14, 2024

They vowed that they would do things differently next time, even with the strong allure of rocks that was always present in their hearts. It's the foundation of data analysis, involving the use of key performance indicators (KPIs) and other metrics. The Rise of Big Data in Business So what’s the lesson to this story?

Data 52

Data Analytics Social Media Analysis 52

Totango

OCTOBER 2, 2020

By considering each stage of the journey as a unique customer experience that comes with its own goals for achieving success, you can generate customer momentum and reduce the time to value — and the sooner customers experience ROI, the sooner they begin to rely on your product. Clear, Empathetic Communication.

Customer Retention 118

Customer Retention Effort Score Customers Resources 118

ProProfs Chat

DECEMBER 26, 2019

According to research by Gartner, large organizations having their revenue crossing the mark of $1 billion own more than 50 CX metrics while some big organizations possess around 200 of them. Go for the right CX metrics depending on this. Relevant Customer Experience Measurement Metrics. Know all the touchpoints.

Measurement 90

Measurement Customer Experience Effort Score Net Promoter Score 90

NetBase

SEPTEMBER 10, 2020

Being on top of the metrics that matter to your brand is a great feeling, and it certainly applies to your brand’s social media efforts. Positioning your brand for maximum efficiency online not only helps eliminate wasted time, but parlays into an increased social media ROI through building upon what works – and discarding what does not.

Social Media 56

Social Media How To Metrics ROI 56

ClearAction

SEPTEMBER 29, 2016

ClearAction is a customer experience management consultancy specializing in company-wide collaboration to resolve and prevent the thorniest drags on customer experience excellence and ROI. For marketing teams, Marketing Future Forum is collaborative platform with a suite of tools and services that help drive velocity and opportunity metrics.

Customer Experience 48

Customer Experience Customer Experience Professionals ROI B2C 48

C3Centricity

APRIL 3, 2019

Whilst ROI is not the best measure of marketing’s impact (see this Forbes article for more on that), you still need to answer the question. You could of course just give him that number, but why not use the attention you’ve got by adding something impressive to the story? WHAT RETURN ON OUR MARKETING BUDGET ARE WE GETTING?

Marketing 192

Marketing How To Advertising Brands 192

Gainsight

JULY 5, 2022

The return on investment (ROI) of CS is clearly seen and justifies bringing in CS operations to make it more seamless, prescriptive, and proactive. That includes metrics to measure your data against and timelines to accomplish your goals. . We used to say that CS needed to be a top-down, company-wide motion.

Roadmap 59

Roadmap Return on Investment Customer Journeys Customer Success 59

C3Centricity

MARCH 15, 2018

Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data. And they can only do it with the help of data and metrics to measure and follow their progress.

Data 206

Data Retail Analysis Analytics 206

C3Centricity

MAY 25, 2020

If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not getting 10x the ROI from your data. And of course the latest covid-19 epidemic will hasten many others to unfortunately follow suit in the coming months. Is this your case? The Current Situation with Data. ” Bold words indeed!

Technology 194

Technology Analysis Data Consumers 194

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 98

Metrics How To Effort Score Self Service 98

Kerry Bodine

JUNE 5, 2019

We got a ton of great questions about the content I presented. I love that you’re asking about benchmarks, because far too few journey maps include quantitative data or metrics. What are best practices for measuring ROI when making improvements to the customer journey? Of course, to show ROI, you then need to: Fix what’s broken.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

InMoment XI

DECEMBER 30, 2021

Graham Tutton (InMoment) and Maxie Schmidt-Subramanian (Forrester) discussed topics such as how to build an ROI model for your CX program and what you should focus on if you think your CX program isn’t perfect yet. And they also answered a few questions from CX professionals throughout the presentation. What are you doing with it?

Strategy 493

Strategy Touchpoint Metrics Customer Journeys 493

Kerry Bodine

JUNE 5, 2019

We got a ton of great questions about the content I presented. I love that you’re asking about benchmarks, because far too few journey maps include quantitative data or metrics. What are best practices for measuring ROI when making improvements to the customer journey? Of course, to show ROI, you then need to: Fix what’s broken.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

We got a ton of great questions about the content I presented. I love that you’re asking about benchmarks, because far too few journey maps include quantitative data or metrics. What are best practices for measuring ROI when making improvements to the customer journey? Of course, to show ROI, you then need to: Fix what’s broken.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

ChurnZero

FEBRUARY 22, 2019

Of course, competition is always going to be a thing in any marketplace, but sometimes we can get so wrapped up in the bubble of the company we work for that we become naive and blind to the outside world and the competitive landscape. You set up another meeting with the customer to go over this presentation.

Net Promoter Score 40

Net Promoter Score ROI Return on Investment Competitive Advantage 40

CustomerSuccessBox

OCTOBER 5, 2021

These actionable points are powerful enough to turn around your CS business’s ROI! Since they differ from firm to firm, tracking every metric out there doesn’t make economical sense. However, the one universal metric is the “Net Retention Rate (NRR)”. Of course, this list isn’t exhaustive. Know your North Star KPI.

Customer Success 59

Customer Success Metrics Measurement Tools 59

Gainsight

JUNE 21, 2022

Although those costs tend to plummet in the long run, the return on investment (ROI) usually comes about a year and a half after the deal is closed. Like most health data, NPS is also a lead indicator or prediction of present and future product adoption and growth. . The median cost of attaining $1 of new logo revenue is $1.67

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

Amity

JULY 10, 2017

Customer Success Managers often focus the QBR conversation around various metrics and information related to the client. If so, that makes the QBR presentation pretty easy. Talk about changes to the customer’s metrics, where you were able to drive positive change, and (briefly) how you’re addressing any problems.

Metrics 63

Metrics Self Service Roadmap ROI 63

Gainsight

OCTOBER 31, 2018

And of course, the supposedly causal relationship that’s so accepted it’s almost never discussed: “Our sales target is going up, so obviously we need to hire more reps!”. What’s the ROI of Customer Success?”. In fact, athenahealth presented at our Pulse World Tour Boston event on experimental testing in their client base.

Customer Success 61

Customer Success ROI Sales Groups 61

Kustomer

MARCH 11, 2021

As Matt mentions, “CX improvement opportunities can get hidden under massive growth,” meaning that it’s greatly important for CX leaders to develop and present an attention-grabbing business case to executives. The first being understanding customer service metrics and how those metrics affect retention and growth.

Customer Experience 59

Customer Experience Metrics NPS Customers 59

Heart of the Customer

OCTOBER 16, 2014

Of course, this isn’t an option for all CX aspiring and current leaders. We also structured it with a pilot group, and tracked leads and sales to show that the ROI assumptions were valid. Over many months I presented the case for CX several times, and continually refined it as we researched more and more about best practices.

Leadership 107

Leadership Comparison Analysis Training 107

ChurnZero

JULY 9, 2020

You can also host customer panel or ask me anything (AMA) webinars to encourage more interactive, dynamic discussions compared to the traditional format with a sole presenter or one-way dialogue. For these types of less scripted presentations, having a moderator who is highly knowledgeable on the topic is a must.

Strategy 64

Strategy Marketing Case Study Effort Score 64

ChurnZero

MAY 17, 2019

Presenter: Mikael Blaisdell, Executive Director, The Customer Success Association. Of course, you don’t acquire that in two months or six months. Q: What are some suggestions on recovering clients who do not have data to support ROI? ROI is a challenging thing for a lot of people. Q&A Recap. So, you’re home free.

Customer Success 64

Customer Success ROI Sales Groups 64

Gainsight

JUNE 29, 2021

Churn, or the loss of customers, is always present in the mind of CEOs, CCOs, and investors. Companies must differentiate themselves by ensuring the customers realize value and prove ROI. That will in turn impact churn, and increase revenue over the course of their relationship with your organization.

Case Study 40

Case Study Roadmap Customer Success ROI 40

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 52

Metrics How To Effort Score Self Service 52

CSM Magazine

JUNE 8, 2020

Your churn rate is a very important metric and it is something that determines the overall performance of your company. There are situations where you will see less than ideal metrics and won’t know what kind of issue needs to be fixed. Of course, most people aren’t natural-born leaders, as it’s a skill that needs to be learned.

Sales 52

Sales Leadership Software Fashion 52

NetBase

JUNE 8, 2020

How a brand presents itself and what it does to meet the needs of its audience and the broader market will be noted. Each brand needs to make its own decisions, of course. 89% say ROI from influencer marketing is comparable to or better than other marketing channels. 65% of influencer marketing budgets will increase in 2020.

Brands 67

Brands Social Media Advertising Consumers 67