CSM Magazine

APRIL 18, 2023

Understanding customer insights is essential to maximizing the return on your business investments, as expected. And in this article, we’ll explore some strategies for using customer insights to drive meaningful growth—focusing on how companies like yours can use these powerful tools to increase their ROI significantly!

Return on Investment 52

Return on Investment Customer Insights Strategy Competitive Advantage 52

Currency Alliance

JULY 16, 2020

I propose there is a direct correlation between this miss and customer understanding. If some of that 95 cents were better invested in data insights that reveal shopper behaviors both within and outside a particular brand, the balance of the spending could produce more effective engagement strategies. The redemption experience.

ROI 52

ROI Loyalty Data Loyalty Programs 52

Centercode

JANUARY 8, 2021

Protecting Data and Ensuring Privacy. And they go hand in hand with demands for more data privacy: consumers want more control over their data and to make sure that data is protected. See their ROI for yourself in this report. See How Real Companies Increased Their Testing ROI By 646%.

Customer Insights 98

Customer Insights ROI Data Consumers 98

Helpt

FEBRUARY 14, 2024

Significance of Data-Driven Decision Making Do you trust your gut? We at Helpt feel your frustration and we have a solution for you: data-driven decision making (DDDM). Thos methodology illustrates a move away from intuition-based decisions towards those that rely on hard, analytic data. Today, we have big data.

Data 52

Data Analytics Social Media Analysis 52

Lumoa

JUNE 30, 2022

The more your company invests in CX systems and teams, the more you’ll feel the positive impact on your customers (and your business metrics). There are a few common challenges when trying to make customer experience value visible across your company: Lack of good data Contact rate Competing priorities. Lack of good data.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

C3Centricity

MARCH 15, 2018

Did the title about data make you curious? 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. The Current Situation with Data.

Data 206

Data Retail Analysis Analytics 206

InMoment XI

JANUARY 12, 2023

First, if you haven’t already, expand the data sources that you use to understand what your customers are saying and how they perceive you. Many of the brands I’ve worked with for a long time are slowly coming to the realization that they cannot stick solely to surveys or another singular data source to get customer insights and input.

Social Media 529

Social Media Tips Customers Customer Retention 529

Lumoa

SEPTEMBER 8, 2021

While useful, these activities not only miss a tonne of valuable detail, but they are also no longer enough to keep up with increasingly fast release cycles and changing customer sentiment. Help your organization amaze and delight your customers by strengthening these skills. 6 Customer Experience Skills That You Should Know About 1.

Customer Experience Management 208

Customer Experience Management CEM Customer Experience Management 208

SuiteCX

JULY 7, 2017

Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. The Return on Loyalty product is based on anonymised, aggregated transaction-level data from Westpac, exchanged via Data Republic’s platform.

Loyalty 100

Loyalty Measurement Tools Data 100

SuiteCX

JULY 7, 2017

Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. The Return on Loyalty product is based on anonymised, aggregated transaction-level data from Westpac, exchanged via Data Republic’s platform.

Loyalty 100

Loyalty Measurement Tools Data 100

Eptica

APRIL 11, 2018

Date: Wednesday, April 11, 2018 Why brands need to capture deeper customer insight from unstructured data. Author: Taoufik Massoussi Understanding customer needs and emotions is central to delivering the experience that today’s consumers demand. Why it is time to calculate the ROI of VoC programs.

Net Promoter Score 50

Net Promoter Score Customer Insights Brands Data 50

ForeSee

SEPTEMBER 20, 2019

World-class electronics distributor translates data into higher ROI Read this case study from Adobe to learn how RS Components uses Verint ForeSee and Adobe capabilities to bring behavioral and attitudinal.

Customer Insights 71

Customer Insights Analytics Case Study ROI 71

Forrester's Customer Insights

OCTOBER 16, 2023

According to Forrester’s Marketing Survey, 2023, financial services marketers in Asia Pacific (APAC) find improving marketing’s ROI or effectiveness more difficult than their peers in other regions and industries.

Financial 58

Financial Marketing B2C Technology 58

Experience Investigators by 360Connext

AUGUST 22, 2023

Usually, this means they collect all sorts of customer insights through surveys and user reviews to better understand their experience. This information is essential; however, as every customer experience (CX) leader has faced: data is just a starting point. Let your Customer Experience Mission Statement guide your teams.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Forrester's Customer Insights

JANUARY 31, 2022

The “right” formula for calculating marketing ROI depends on the underlying business question that you are looking to answer.

ROI 49

ROI B2B Marketing Measurement 49

ClearAction

JANUARY 8, 2024

Higher growth, with sustained upward trends, result from customer-aligned organizations. This article adds depth to the first of six sections in the article What’s Your Insights Utilization Rate? 24 Ways to Boost 2024 CX ROI. Customer-centric organizations respect the hand that feeds them.

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

Maru/HUB

MARCH 29, 2018

An intelligent programme will allow you to receive real time results, bring your data into one manageable space and gain key customer insights on trends and behaviours. In turn, this should help you and your organisation improve processes, manage data and better engage with customers.

ROI 40

ROI Tips Customers Trends 40

Lumoa

APRIL 21, 2022

You are also very well aware of where you want to go; RevOps, with 69% of you saying your primary reason for gathering customer insights is to increase revenue and reduce churn. And what’s even more positive is that Customer Support teams have a valuable asset in their hands. You have data. To me, that’s hugely positive.

How To 208

How To Self Service Banking Customer Satisfaction 208

Blueshift

MARCH 29, 2023

AI also takes the guesswork out of daily tasks, enhances personalization, predicts customer behavior, increases efficiency, makes data-driven decisions, gains valuable customer insights, improves campaign performance, and more. Better customer experiences. The result?

Marketing 98

Marketing ROI Customer Insights Tools 98

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? What matters most is driving customer experience excellence. Place links and QR codes literally everywhere to make it easy for customers to give you their insights.

ROI 54

ROI Feedback Survey Financial 54

Gainsight

MARCH 12, 2024

Using Customer Insights to Drive Revenue Riccardo emphasised the importance of using customer insights to identify expansion opportunities and, in turn, drive more revenue. It all starts with listening to your customers. These three tools work together to create a holistic view of their customer’s lifecycle.

Customer Success 52

Customer Success ROI Metrics Sales 52

Experience Investigators by 360Connext

JANUARY 28, 2020

According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

TechSee

DECEMBER 11, 2018

2019 will be a critical year for call center customer experience strategy: either they will finally move the needle or risk elimination. To deliver value in 2019, call center leaders must select a CX initiative that can immediately demonstrate ROI. Technologies: Data Analytics, AI, AR solutions.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. Let’s get right into it — how customers perceive your brand can influence the success of your business more than ever before. Expected Customer Experience (CX) impact on loyalty. Building your own CX ROI model. Baseline ROI metrics: Customer experience by the numbers.

ROI 40

ROI Measurement Customer Experience Effort Score 40

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Typically, this data lives in multiple systems and is only looked at by the teams that collect it ( and unfortunately, sometimes not even them!).

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

Magellan Solutions

JUNE 12, 2020

With the importance of data quality across various industries, you probably have done data cleaning within your database. Its purpose is simple: to determine inaccurate data and improve the quality through correcting of detected errors. However, what you know now about data cleaning is just the tip of the iceberg.

Data 52

Data Return on Investment Analytics Sales 52

CloudCherry

DECEMBER 1, 2018

Businesses collect and store a lot of customer data during normal operations, but it’s stored across multiple teams, systems, and servers. Customer support has years of customer conversations stored in their help desk. Marketing collects customer engagement data in various operational platforms.

CEM 186

CEM CRM ROI Survey 186

ClearAction

DECEMBER 28, 2016

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence.

Voice of Customer 59

Voice of Customer Customer Insights Company How To 59

Bold360

FEBRUARY 1, 2017

In one sense, customer insights is something like those paint by numbers books every kid once had, at least before childhood went digital. And that’s where the numbers that undergird customer insights are something like those children’s art projects. But what exactly is meant by customer insights?

Customer Insights 40

Customer Insights Customer Experience Strategy Marketing 40

CloudCherry

NOVEMBER 13, 2018

Businesses collect and store a lot of customer data during normal operations, but it’s stored across multiple teams, systems, and servers. Customer support has years of customer conversations stored in their help desk. Marketing collects customer engagement data in various operational platforms.

CEM 170

CEM CRM ROI Survey 170

CX University

NOVEMBER 21, 2023

As with all online content immersed in a growing and advancing field, the Customer Experience discipline continues to provide valuable insights, data, and knowledge. CXU sets high expectations for its online course content to fully support online learning and mastery of Customer Experience.

Course 52

Course Roadmap Conference ROI 52

CloudCherry

JANUARY 22, 2020

Focusing entirely on data collection but no analysis. Struggling with siloed data. Not Acting on Insights. Failure to translate insights into action. Not Monitoring Changes in Customer Perception. Unproven ROI. But voice of the customer data can also come in real-time. Lack of priorities.

How To 243

How To Social Media Analysis Feedback 243

Lumoa

APRIL 22, 2020

This means you don’t have enough actionable data to improve your Customer Experience (CX). On the other hand, maybe customers are sharing their thoughts and feelings with you, but you don’t know how to act on it! Take the highly significant issue of customer churn. There’s just no time to analyze all that data manually.

B2B 208

B2B Survey Net Promoter Score Social Media 208

Lumoa

NOVEMBER 10, 2021

Organizations that dedicate their energies to customer experience design find ways to let their customers know that they are valued, and commit to a strategy that can lead to measurable improvements in churn, retention, conversions, and ROI. A good CX design addresses the subjective and objective needs of the customer.

Customer Experience Design 208

Customer Experience Design Customer Experience Customer Journeys Touchpoint 208

ClearAction

JUNE 29, 2023

80% of CX practitioners are weak or very weak in 6 CX ROI competencies: among everyone leading experience of customers, partners, and employee, are you ensuring expert competence? US ET): Are 2010s Practices Shrinking Your CX ROI? To-date, CX ROI (as well as corporate financial performance!)

Leadership 62

Leadership ROI Customer Journeys Touchpoint 62

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. Difficulty in isolating impact of consumer insights.

Marketing 175

Marketing Handbook ROI Social Media 175

ChurnZero

APRIL 15, 2022

If your Customer Success (CS) teams doesn’t possess ESP, you need tools to identify a customer’s buying signals, usage behavior, and ROI to break the endless cycle of trial and error with your expansion outreach. SalesIntel is a leading sales intelligence platform and B2B contact data provider.

ROI 98

ROI Data Examples Report 98