ClientSuccess

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. What is a Customer Health Score? What is a Customer Health Score?

Metrics 89

Metrics NPS eBook Customer Success 89

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. This means current experience management metrics are insufficient! So, what’s the solution?

Metrics 62

Metrics Management Effort Score ROI 62

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? 5 Steps to Take To Be More Customer-Centric 1. WHY is this idea of “customer-centricity” so challenging? Here’s your training guide.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

Customer Bliss

FEBRUARY 25, 2016

Honoring “Customers as Assets” connects volume and value to customer experience ROI and growth. Your goal as CCO is to unite the leadership team in delivering one-company customer experiences and connecting the delivery to business growth. Here are four elements to grow customer experience ROI: 1.

ROI 100

ROI Customer Experience Effort Score How To 100

West Monroe

OCTOBER 19, 2023

But by 2030, they expect digital operations to deliver tangible benefits in the form of speed and flexibility, customer satisfaction, and financial returns. But in the Manufacturing Leadership Council’s 2023 Digital Leadership Survey , one finding stood out: There is relatively little focus on the value derived from technology.

ROI 52

ROI Technology Strategy Return on Investment 52

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision). 24 Ways to Boost 2024 CX ROI.

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Customer Bliss

MAY 4, 2017

Tabitha Dunn is a perennial customer experience leader who developed her passion for this work on the fundamentals of process and quality at the master of the genre at the time, Xerox. In our conversation we discuss how specifically one goes about improving business to business customer experience. General Episode Overview.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Experience Investigators by 360Connext

JANUARY 28, 2020

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. First, understand the true costs of NOT investing in customer experience. Image credit: Forrester.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Second to None

MARCH 29, 2019

In a previous blog , we looked at evidence that points to a strong correlation between customer experience and return on investment. Indeed, understanding this correlation between the two is very important, yet it leads to a new question: How does one actually calculate the ROI of CX? Choosing a CX Metric to Measure.

ROI 86

ROI Measurement Effort Score How To 86

ECXO

MARCH 20, 2024

eAAQApHd About Dr. Natalie Petouhoff is a renowned Global AI & Empathy Adviser, recognized for her expertise in AI, customer, and employee experience. Passionate about customer-centricity, Emma helps organizations worldwide implement transformative strategies for better customer service.

Case Study 52

Case Study Customer Centricity Leadership ROI 52

Think Customers

DECEMBER 18, 2019

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

ROI Leadership Financial Data 52

Centercode

APRIL 16, 2019

What are beta program metrics exactly? His leadership team asked him to develop a framework for measuring the success of his beta team efforts. I’m sharing this experience (with his blessing) because it provides some insight for other product and program managers who have questions about identifying key beta program metrics.

Metrics 65

Metrics Net Promoter Score ROI Effort Score 65

Beyond Philosophy

SEPTEMBER 8, 2022

Patterson and her team spoke with the customer service teams, customers, and sales teams. They found that there were many moments where the organization interacted with the customer throughout the journey. Therefore, they viewed the project title as a customer experience innovation, part of a business strategy.

Case Study 97

Case Study ROI Study Customer Experience 97

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Gainsight

APRIL 26, 2019

In the customer success movement, we’re in the middle of the same transition Star Trek made—from a Kirk-type leader to more of a Picard. Customer Success in the 2010s vs. Customer Success in 2020—and beyond. In a lot of ways, customer success is growing up. Customer Success 2010. Customer Success 2020.

Leadership 79

Leadership Customer Success Roadmap Conference 79

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. What Is Customer Experience? your CX foundations. Leaders invested in CX spend time in a cycle of action.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Experience Matters

JULY 25, 2018

The post Collage of 2018 Customer Experience Infographics (So Far) appeared first on Customer Experience Matters®.

Infographics 181

Infographics Customer Experience ROI Customer Centricity 181

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? We want to fix that.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. 7 Customer Experience Insights You Can Apply to Your Organization.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. By responding to over 95% of negative reviews, their company guarantees that customer concerns are not just heard but addressed; the art of engaged, active listening.

Hospitality 260

Hospitality Call Center Retail NPS 260

CloudCherry

MARCH 28, 2019

CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. At CloudCherry, we want to disrupt the customer experience industry. But rarely do platforms actually deliver on the thought leadership they put out through their PR efforts.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

Customer Bliss

SEPTEMBER 12, 2019

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.”

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Lithium

AUGUST 3, 2022

Welcome to the Khoros Thought Leadership series on the cost-saving tactics and benefits of using the Khoros platform! Since the beginning of the marketing and advertising era, it has been notoriously difficult to prove the ROI of any given campaign. Do you think it's fair to say they're looking at the wrong metrics? Matt Deluca.

ROI 52

ROI Marketing Social Media Advertising 52

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Financial Metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it? The Three Areas of ROI.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Strategy 277

Strategy Customer Experience How To Analysis 277

ClearAction

AUGUST 19, 2020

Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? An index is like an executive summary of your voice of the customer research. Each index conveys value as seen by your company or by your customers. You should never use indexes and metrics blindly.

Customer Experience 174

Customer Experience Fashion Communication Customers 174

Gainsight

OCTOBER 2, 2023

View this post on Instagram A post shared by HubSpot (@hubspot) Which is why here at Gainsight, we are delighted to announce the findings of the Customer Success Index EMEA 2023. Based on the results of our latest survey of European companies, it is clear that the field of Customer Success (CS) is all grown up—and strategic.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

Gainsight

OCTOBER 2, 2023

View this post on Instagram A post shared by HubSpot (@hubspot) Which is why here at Gainsight, we are delighted to announce the findings of the Customer Success Index EMEA 2023. Based on the results of our latest survey of European companies, it is clear that the field of Customer Success (CS) is all grown up—and strategic.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

CloudCherry

JULY 31, 2019

A sobering stat has been making the rounds in customer experience (CX) circles lately: 93 percent of organizations fail to differentiate on CX, according to CX thought leader Bob Thompson. By that, he means that companies don’t use the customer insights they gain to drive critical organizational changes. What’s happening?

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics ROI 247

ECXO

OCTOBER 5, 2023

Explore These Amazing Learning Opportunities for Your Organization.​ The best training in the world of Customer Experience is now available at ECXO. Optional live learning sessions, instructor feedback, and Experience Leadership Certificate at no extra charge.

ROI 52

ROI Video Government Leadership 52

ClearAction

JULY 20, 2023

Customer Success Technology Buyer Guide Lynn Hunsaker Customer success technology is sure to grow in importance and array. I lived in Silicon Valley for the past 3 decades and saw the inside story across a wide variety of applications of customer success technology. Why We Expect a Lot from Customer Success Technology Why?

Technology 62

Technology Customer Success Consulting ROI 62