Zeisler Consulting

SEPTEMBER 15, 2021

Notice that there’s no mention in there about revenues, sales, or market share. That’s on purpose, because the more I think about the “ ROI of CX ,” the more I realize that we in CX are writing checks that the Customers’ experiences alone (no matter how awesome they may be) can’t cash. So why even bother?

Effort Score 93

Effort Score Sales Exercises Study 93

ChurnZero

JUNE 21, 2022

You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Customer Success enablement professionals should understand how to maximize return on investment (ROI) as well as have a strong technical understanding of the products your company develops.

Customer Success 94

Customer Success Net Promoter Score Return on Investment Metrics 94

Customer Bliss

MAY 11, 2017

Important distinction here: Oftentimes in the early stages of CCO work, it’s all Excel spreadsheets and ROI equations and “create a 10-step plan.” Here’s what Brian Andrews talked about as they were pioneering NPS at Intuit: There also need to be realistic discussions about compensation, especially variable compensation.

Examples 131

Examples Customer Experience Airlines Exercises 131

Experience Investigators by 360Connext

AUGUST 26, 2020

There’s been a lot of buzz about the need for more ROI in Customer Experience. This is true, but before we can measure ROI we must do a better job defining what success really is. This means sharing how improving Net Promoter Scores (NPS) will lead to more referrals for that leader who is focused on more inbound sales.

Net Promoter Score 143

Net Promoter Score Leadership Customer Journeys Metrics 143

ChurnZero

JUNE 21, 2022

You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Customer Success enablement professionals should understand how to maximize return on investment (ROI) as well as have a strong technical understanding of the products your company develops.

Customer Success 52

Customer Success Net Promoter Score Return on Investment Metrics 52

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In All of the above (and more).

Customer Success 59

Customer Success Company Management Roadmap 59

Waypoint Group

SEPTEMBER 2, 2015

The last couple of weeks, my posts on LinkedIn have focused on renewals , NPS and feedback in a business-to-business setting. The important thing to note is to complete this exercise from the customer’s perspective, not the company’s, and validate it with customers to be sure it’s correct. Are you doing it wrong? Probably not.

Customer Journeys 40

Customer Journeys B2B ROI B2C 40

Thematic

FEBRUARY 19, 2019

They might categorize CX as belonging to the “too hard basket”, especially when sales are down or costs are high. When you manage to improve the CX in that area and sales eventually go up, you can clearly point at how your efforts have increased revenue. CX is the “eat healthy and exercise” of the business world.

Customer Journeys 54

Customer Journeys Strategy Customer Experience Net Promoter Score 54

ClearAction

JANUARY 20, 2020

CX is cumulative, encompassing pre-sale and post-sale. For ROI to be generated by your whole customer base, close the loop with your whole customer base. Zero-in on true root issues through Pareto and 5-why’s analysis in a cross-functional exercise. CLV is the whole point of NPS® and all CX work!

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

Customer Alignment

JANUARY 21, 2018

Leveraging financial and customer data that is now readily available, companies can better correlate and predict ROI and customer (lifetime) value. One of the feeds into customer value can be Net Promoter Score (nps) which, In the absence of a better indicator, has become the proxy for customer experience success.

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40

Education Services Group

JULY 10, 2019

Moreover, it’s traditionally based on product sales, rather than services. Adopting Customer Success strategies across your channel ecosystem will result in better alignment, higher ROI, and a boosted bottom line for all parties involved. Your company poured time, energy, and resources into making a sale. and stick around.

Customer Success 40

Customer Success Customer Journeys Customer Centricity Strategy 40

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? Demonstrated ROI – does the customer have proven results? The entire exercise of nominating your company could hold more value for your team than actually winning the award. Being a good partner and delivering outcomes is expected.

Strategy 64

Strategy Marketing Case Study Effort Score 64

SurveySparrow

MARCH 26, 2021

A GTM strategy provides a roadmap for businesses to understand the relevancy and impact of their marketing and sales strategy. Pricing is a reflection of every aspect of your go-to marketing strategy, right from how you involve sales and marketing to the way you present the product to prospective customers.

Strategy 52

Strategy Marketing Advertising Airlines 52

ClearAction

JANUARY 20, 2020

CX is cumulative, encompassing pre-sale and post-sale. For ROI to be generated by your whole customer base, close the loop with your whole customer base. Zero-in on true root issues through Pareto and 5-why’s analysis in a cross-functional exercise. CLV is the whole point of NPS® and all CX work!

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

SmartKarrot

MAY 3, 2021

Appreciate how far the field has come–from delivering onboarding and adoption outputs to achieving major corporate and customer outcomes like customer ROI and retention. Yet compared to its primary collaborators in sales, support, product, etc, it’s clear customer success still has room to grow. How can we best facilitate this?

Customer Success 19

Customer Success Leadership Customers Exercises 19

delighted

AUGUST 9, 2019

Strategically placing customer testimonials on your website and throughout your marketing campaigns can help you get more qualified leads, boost sales overall, and ultimately help increase revenue. Customizable Net Promoter Score (NPS) surveys and Customer Satisfaction Score (CSAT) surveys are a great way to capture this feedback.

Marketing 50

Marketing Social Media Net Promoter Score Effort Score 50

Confirmit

MAY 29, 2018

Evaluate the impact of these improvements on your customer metrics, like NPS®, as well as your business KPI’s, like revenue, costs and churn. We recommend you follow the 5 stages below to ensure your VoC program delivers the insight you need to build strong customer experiences, create competitive advantage and generate ROI.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40

Ian Williams

MARCH 19, 2020

You’re looking at shortening the sales cycle. That’s just a vanity exercise. But I’ve done both… two different ways of doing Customer Journey Mapping as an information gathering exercise. ” or “sales, how satisfied are people with sales?” You’re looking at retention.

Leadership 52

Leadership Consulting Financial Video 52

Pointillist

JULY 25, 2018

Has a journey mapping exercise ever been conducted? and delivers meaningful ROI. Good examples of each would be: Customer Metrics: Net Promoter Score (NPS), Customer Satisfaction Score(CSAT) or. Handpicked related content: How to measure customer experience beyond NPS ]. Outbound Sales Call. Build a Team.

Customer Journeys 93

Customer Journeys Analytics How To Metrics 93

CX Workout - Ideas Blog

OCTOBER 3, 2018

We’ll talk a bit about design thinking, ROI, and prototyping. That’s the way to improve your sales, etc. Alex, I’m sure you’ve seen NPS surveys, you’ve probably seen raw analysis of social media tweets, you’ve probably gotten reports of customer comments. There are three other courses.

Data 40

Data Customer Journeys Consulting Course 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

We’ll talk a bit about design thinking, ROI, and prototyping. That’s the way to improve your sales, etc. Alex, I’m sure you’ve seen NPS surveys, you’ve probably seen raw analysis of social media tweets, you’ve probably gotten reports of customer comments. There are three other courses.

Data 40

Data Customer Journeys Consulting Course 40

Gainsight

NOVEMBER 18, 2019

Of the B2B companies that are fine-tuning their CX strategy , they are said to have strong revenue growth and ROI, reporting more than a 2x return on their investment. There are two primary tools we can use to collect customer sentiment throughout their journey: Net Promoter (NPS) and Customer Satisfaction (CSAT) surveys.

B2B 12

B2B Metrics Measurement Competitive Advantage 12

Pointillist

JULY 25, 2018

Has a journey mapping exercise ever been conducted? and delivers meaningful ROI. Top Telecom Provider Rapidly Quantifies ROI with Pointillist A large, top 5 U.S. Pointillist enabled the telecom company to quantify the returns from the customer outreach investment, both in terms of ticket resolution rates and NPS scores.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43

ChurnZero

JANUARY 26, 2021

The exercise of joint success planning itself is a collaborative one (hence the word “joint” in its name). That information is captured in an Account Plan which is a different exercise and tool altogether. . If you can’t figure this out from your website, your marketing and sales leaders should be able to help answer this question.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

CX Workout - Ideas Blog

OCTOBER 3, 2018

We’ll talk a bit about design thinking, ROI, and prototyping. That’s the way to improve your sales, etc. Alex, I’m sure you’ve seen NPS surveys, you’ve probably seen raw analysis of social media tweets, you’ve probably gotten reports of customer comments. There are three other courses.

Data 9

Data Customer Journeys Consulting Course 9

SmartKarrot

OCTOBER 12, 2022

It may appear that this only applies to B2C companies that conduct direct sales to customers. B2B business leaders can use this process to learn about specific customer pain points, which will help them improve and personalize the various stages of the sales process. This should be made clear in pre-sale conversations with customers.

B2B 10

B2B Customer Journeys How To Net Promoter Score 10