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How To Build An ROI Model For CX

Blake Morgan

In the early days of CampusLogic, President and COO Chris Chumley used ROI as a tool to gain new customers and establish credibility. Chumley says illustrating ROI starts by identifying the pain point. Where do customers face friction? Where is the frustration for customers and employees? Numbers don’t lie.

ROI 59
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Does Who’s Driving the CX Bus Make A Difference?

InMoment XI

Most businesses are organized into silos: marketing, sales, operations, customer care, HR, IT, finance, etc. But customer experience is a ribbon that cuts across these silos, and an effective CX program ensures that hand-offs between silos are clean and that no facet of the customer experience falls into the cracks.

Sports 295
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Who Owns Your CX Program? (Hint: It’s Everyone)

InMoment XI

As Jan Carlzon, former CEO of Scandinavian airline SAS, once said, “If you’re not serving the customer, your job is to be serving someone who is.”. Every Team Owns Part of the Customer Experience. And of course, Customer Care is the safety net if something goes wrong along the way. The organization component here is key.

CRM 493
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Find the ROI in CX

Think Customers

In the era of the customer, companies are adopting digital initiatives and making changes to established business models, processes, and systems to become customer-centric organizations. Since businesses are coordinating functions from sales and marketing to customer care, identifying the critical touch points is difficult.

ROI 52
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How to Calculate Customer Experience ROI

Pointillist

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? For the purposes of this illustration, I have assumed no new sales in Year 1 or Year 2.

ROI 59
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An Interview for Change: How AI and Automation Drive ROI

Lithium

Digital customer care can meet and exceed your original ROI projects in several ways. However, poorly implementing a digital Care system can cost hundreds of thousands of dollars annually in wasted time and low NPS scores. only happen more often in the B2B sales and marketing teams. Parker Hicks. Josh Snider.

ROI 52
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An Interview for Change: Khoros Expert Opinion on proving ROI in marketing

Lithium

Since the beginning of the marketing and advertising era, it has been notoriously difficult to prove the ROI of any given campaign. We sat down with Matt Deluca, Khoros Director of Strategic Services, to better understand when cost-cutting makes sense, and how to understand the varying ROI of the marketing world. Parker Hicks.

ROI 52