CloudCherry

OCTOBER 25, 2018

On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? Can we make our legal documents easy to read? The North Star Metrics for CX Buy-in. Even the CEO was held accountable to adoption metrics when reporting to the board.

CEM 170

CEM ROI Metrics Call Center 170

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

Ecrion

JULY 17, 2019

That’s why it’s critical to proactively define the customer metrics that are most important to your business and measure progress on them over time. Read on to learn about the most crucial customer service metrics that businesses across industries use to evaluate their success. Personalization is key to customer experience management.

Metrics 55

Metrics Self Service Customer Service Call Center 55

NICE inContact

SEPTEMBER 20, 2019

But while the underpinning technology has been well tested, documented and measured – the journey of moving to the cloud can still be incredibly tricky. Features like Workforce Management , Call Recording and even call advanced reporting functions like call tracking metrics are more easily accessible in a cloud environment.

Contact Center 159

Contact Center Call Recording ROI Report 159

Influitive

MAY 15, 2015

If you were to ask a group of community managers what keeps them up at night, you’d likely hear the same two or three concerns at the top the list: engagement , lack of resources and, of course, ROI. Your roadmap should also include the metrics you’ll use to identify success. Define your goals and make a plan. Look at the numbers.

ROI 61

ROI B2B Roadmap Metrics 61

CloudCherry

DECEMBER 1, 2018

On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? Can we make our legal documents easy to read? The North Star Metrics for CX Buy-in. Even the CEO was held accountable to adoption metrics when reporting to the board.

CEM 150

CEM ROI Metrics Call Center 150

Clarivate

JANUARY 23, 2024

The Centre for Medicines Research (CMR) International, a Clarivate business, publishes the Pharmaceutical R&D Factbook, an annual report designed to equip the Pharmaceutical R&D sector with a reliable quotable source of key reference metrics and predictions used to strengthen the planning and effectiveness of R&D.

Trends 52

Trends Metrics Analysis Innovation 52

Natalie Petouhof

FEBRUARY 17, 2016

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. These include: Recommendations and the Bottom Line: Agile Customer Care Delivers ROI . Customer Care as a cost center is an unfounded p aradigm. However, this paradigm is and has always been false.

ROI 40

ROI Report Self Service Customer Service 40

TechSee

DECEMBER 9, 2020

For example, an attended RPA case study may be related to the onboarding process, automating the series of documents that a new customer must fill out and sign, or information entry, where a human agent can trigger an RPA task to update customer information across multiple systems.

Contact Center 109

Contact Center Contact Center Workflow Case Study Tips 109

Customer Bliss

MAY 16, 2017

FIS had a situation where some of their software implementation required weeks and hundreds of pages of static documents. Eventually the customer experience side got it down to an online document library and less than a few days. ROI In FIS’ Business. Like any executive, Milista gets asked about ROI all the time.

Chief Customer Officer 0

Chief Customer Officer Financial ROI Insurance 0

Oracle

DECEMBER 21, 2020

The Upshot Award for Best Demonstrated ROI (Marketing). The Upshot Award for Best Demonstrated ROI (Sales). The Upshot Award for Best Demonstrated ROI (Service). Include documentation of those details that highlight your accomplishment — planning docs, screenshots, dashboards, or whatever helps tell your story.

Omni-Channel 76

Omni-Channel ROI Innovation Video 76

Inbenta

JUNE 17, 2021

Whatever the investment, effective metrics are important to make sure your goals are met. Improve your ROI thanks to relevant knowledge management KPIs. A document that is frequently accessed is very obviously a useful document. Number of utilized documents. Four reasons to track your knowledge management KPIs.

Management 52

Management Strategy Knowledge Base First Call Resolution 52

SuiteCX

JANUARY 16, 2019

So many companies are only using VOC/NPS coupled together to use as a Customer Experience metric set. Then when an Executive wheels by to ask how this directly affects ROI or where are the actionable steps based on negative surveys or NPS scores – crickets…. First – Minding! transfer funds).

Net Promoter Score 100

Net Promoter Score NPS Customer Journeys Social Media 100

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. Your organization may select a metric to use that helps capture how customers are feeling about working with you. Structured feedback. Get the Guide.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Comm100

NOVEMBER 5, 2020

There’s one more major benefit of internal knowledge bases that must be accounted for: having a successful agent knowledge base means improving your metrics across the board. Canned messages – Before you set up an internal knowledge base, canned messages often existed in silo as word documents on agent computers. Conclusion.

Knowledge Base 130

Knowledge Base Omni-Channel Software Policies 130

VDS

JUNE 6, 2023

By following these guided steps, you’ll be able to assess your needs, define requirements, research providers, evaluate pricing and ROI, and ultimately make an informed decision that aligns with your organization’s goals. Assess the total cost of ownership and calculate the potential return on investment (ROI) of each solution.

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

VDS

JUNE 6, 2023

By following these guided steps, you’ll be able to assess your needs, define requirements, research providers, evaluate pricing and ROI, and ultimately make an informed decision that aligns with your organization’s goals. Assess the total cost of ownership and calculate the potential return on investment (ROI) of each solution.

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

Eptica

FEBRUARY 13, 2019

Author: Taoufik Massoussi - Product Manager & Head of AI One of the biggest challenges for Voice of the Customer (VoC) programs is ensuring that they deliver tangible ROI for a business. However, many simply collect feedback or track metrics such as Net Promoter Score in isolation. million customers.

Net Promoter Score 62

Net Promoter Score Customer Experience ROI NPS 62

ijgolding

JUNE 9, 2015

Regularly reviews CX metrics and feeds back at all levels of the organisation. Assesses, documents, tracks, and reports resolution of experience gaps across touch points. COMPETENCY 5 – Metrics, measurements and ROI. An organisation that utilises metrics, measurements and ROI (return on investment) effectively.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

CustomerSuccessBox

MARCH 15, 2022

Document the understanding of the product and services to help the customers with their success goals. Billing and invoicing clients Documenting the solutions to the queries Working with the sales team to hunt for new clients Escalating the requests to the concerned departments. Key metrics…. Now metrics like NPS, CES, and SLA.

Customer Success 52

Customer Success Management Comparison Metrics 52

Eptica

AUGUST 2, 2017

First, the good news – CX does deliver ROI. Huang presented data from a recent Gartner study that suggests 58% of CX projects in 2016 saw a measurable ROI. On top of this while 27% of projects hadn’t delivered ROI in that year, they were expected to in the future. Addressing the last point. Addressing the last point.

Technology 48

Technology ROI How To Measurement 48

Gainsight

SEPTEMBER 28, 2022

When you truly dig into a SaaS business and its metrics, simplicity is more than just an intangible term or guiding principle. Simplicity, in fact, is and should always be very tangible — tied to real tactics, real results and real metrics that can be correlated back to efficient, durable growth in every corner of your business.

How To 52

How To Roadmap NPS Fashion 52

BlueOcean

AUGUST 7, 2018

You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. If you do choose procurement software, just make sure you enable vendors to attach additional documents that can showcase any “out of the box” information.

Contact Center 189

Contact Center Effort Score Culture Fashion 189

Centercode

JANUARY 22, 2021

They’re thinking long-term, making small but concrete steps forward — tracking metrics, documenting processes, setting benchmarks for success, and investing in training — to optimize as they grow. See how seven real companies increased the ROI of their testing efforts by 646% in this report. Read the Centercode ROI Report.

How To 59

How To Roadmap User Experience Return on Investment 59

SurveySparrow

JANUARY 30, 2024

User Engagement Metrics This includes daily active users, session duration, and feature adoption rates. Analyzing these metrics helps optimize user experience, enhance product usability, and identify popular features among customers. You can use Customer Satisfaction Surveys for this (But we’ll come to that later).

Comparison 52

Comparison Analysis Trends Case Study 52

Education Services Group

MAY 27, 2022

Side benefit: this model can serve as a foundation to feed into a future capacity plan or ROI model…actually, that should be the point of this model. The Metrics Matrix. A couple weeks back, I introduced the VoC Metrics Matrix. Either way, it is your current state—chase it, catch it, document it.

Customer Success 52

Customer Success Metrics Effort Score Customers 52

CustomerSuccessBox

JANUARY 2, 2022

What is the ROI? For example, if your firm belongs to an industry that sees ‘Business Outcomes’ as a KPI/metric, you invariably need to focus on that metric. If there’s one metric that every B2B SaaS firm must measure is this one- NRR. It makes no sense to just go from ROI to product features. This is crucial.

Customer Success 52

Customer Success ROI Measurement Metrics 52

CSM Practice

AUGUST 26, 2019

Paul] I will answer this question by first stating my mission statement: to measure and deliver a return of investment (ROI) to my internal and external business partners. Ultimately, that change in behavior is what delivers your ROI. We also use a Google Document to track Customer Success managers’ activities with clients.

System 49

System Customer Success Net Promoter Score ROI 49

Natalie Petouhof

MARCH 15, 2016

Other features added in today’s Jive Daily release include the ability to mention places and create documents. Near-term feature enhancements include localization, enhanced metrics, additional enterprise security requirements and image collections. The competition is heating up. Will be interesting to see where this industry goes!

Healthcare 40

Healthcare ROI Employee Engagement Social Media 40

Customer Bliss

DECEMBER 20, 2016

I’d recommend listening to that section a couple of times; too often we use NPS as a “be-all” metric in customer experience. It’s a good metric but it can’t just be a number you report out. The ROI is there. It has to have context with the other senior leaders. Pay It Forward. as soon as you can.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

CustomerSuccessBox

JULY 26, 2022

The best approach is mapping the use of your product: documenting what your target customers do and where existing approaches and technology fail to meet their needs effectively. Take stock of your available data sources and data points, and then ask yourself: What metrics and key performance indicators am I currently monitoring?

Customer Success 52

Customer Success Metrics Feedback Measurement 52

Kerry Bodine

JUNE 5, 2019

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. Combining multiple types of data.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Gainsight

DECEMBER 20, 2020

At Gainsight, we insist on attending product release meetings live and answer product quizzes after every release (our documentation team helps create these quizzes). This metric forms a part of our health scores and a part of CSM compensation. As the consumption gap widens, it can result in down-sell or churn conversation.

How To 59

How To ROI Training Customer Success 59

CustomerSuccessBox

APRIL 6, 2022

Assigning Metrics That Deserve an “aha” Using analytics to determine what constitutes an “aha moment.” Instead, customer success teams can set up a system for measuring and grading client accounts to see if they’re ready for an aha moment (such as a free service or gift) and what the ROI will be.

Customer Success 52

Customer Success How To Conference Customers 52

Kerry Bodine

JUNE 5, 2019

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. Combining multiple types of data.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

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. Combining multiple types of data.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

ViiBE Blog

FEBRUARY 28, 2022

There are general metrics that are useful for this matter: Time spent on the website – use it to analyze at what point a live chat pop-up should appear. Live chat increases ROI Research has shown that by implementing live chat , a company can boost its conversion rate up to 20% and receive a 300% return on investment.

e-support 52

e-support CRM ROI First Call Resolution 52