Eptica

JUNE 21, 2017

Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Yet putting a monetary return on individual investments is much more difficult – for example research by Nielsen found that just 8% of CX leaders in South East Asia were able to prove the ROI of their closed loop feedback programs.

ROI 63

ROI Financial Self Service Customer Experience 63

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? Marketing and sales are the primary focus. It’s all about operations, processes, and financials. They track sales, revenue, EBITDA, and profits, among other health measurements.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

Pointillist

MARCH 20, 2019

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? You need the quantitative ROI to make a strong business case and obtain approval for continued investment.

ROI 59

ROI Customer Experience Self Service How To 59

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Do we believe “the purpose of Marketing is to maximize revenue leads for Sales” as 70% of CEOs now expect? Did you know that 1.8 Maximizing revenue (i.e.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

Horizon CX

JUNE 10, 2022

For example, I worked with an organization that developed a voice-of-the-customer (VoC) program with the primary objective of achieving a high Net Promoter Score (NPS). Where score-chasing becomes the primary objective of CX, programs like those tend to end abruptly or slowly disappear.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

GetFeedback

SEPTEMBER 24, 2019

Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. In recent years, the job of sales professionals has changed dramatically due to buyer self-education via the internet and social media. Speak to the unique value of each stakeholder .

How To 150

How To ROI Policies Analysis 150

ClearAction

OCTOBER 12, 2022

Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. NPS, CSAT, FCR, Health / Effort Score, etc.) Sales Velocity is another key to LTV. Sales Velocity is influenced in this order, from bottom to top of this list: MRR (monthly recurring revenue; a customer’s repeat purchases).

Metrics 62

Metrics Management Effort Score ROI 62

ClearAction

DECEMBER 5, 2023

Likewise, for financial growth from customer experience (CX), it’s best to focus on these 4 CX metrics: CX-inspired growth CX-inspired performance CX-inspired strategies CX-inspired efficiencies These 4 metrics synchronize your value proposition and what customers get. Connect every financial outcome to customer outcomes.

Metrics 62

Metrics Effort Score ROI Policies 62

TechSee

MARCH 4, 2024

However, the cost of AI talent, AI training, tuning, and refinement, as well as LLM consumption-based tokens at scale, begs the question, is Generative AI in CX a financially sound endeavor? What is the ROI of Generative AI in CX? However, even at this early stage, there is a clear ROI.

ROI 109

ROI Financial Net Promoter Score Effort Score 109

Thematic

APRIL 17, 2024

Investing in truly understanding them has a massive financial payoff. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Investing in truly understanding them has a massive financial payoff. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Investing in truly understanding them has a massive financial payoff. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Beyond Philosophy

FEBRUARY 10, 2020

Treating your customers well and giving them what they want is at the heart of every sales manager’s action and marketing department’s message. . However, business is also all about return on investment (ROI). New Sales Growth: This area includes increases in sales, market share, or new customer acquisition.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

GetFeedback

MAY 9, 2019

There is an array of metrics to choose from, but three that you will see come up time and time again are Net Promoter Score (NPS) , Customer Effort Score (CES) , and Customer Satisfaction Score (CSAT). How do you demonstrate the return on investment (ROI) for your CX program? . It’s the big picture metric of customer experience. .

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

SuiteCX

JANUARY 16, 2019

Ever wonder why there is such a gap between all the hard work you do in providing Voice of the Customer and Net Promoter Scores to your internal partners and then not being able to see how that in turn results in enabling the company to improve their financial or operationals? Then overlay your VoC/VoE and NPS. transfer funds).

Net Promoter Score 100

Net Promoter Score NPS Customer Journeys Social Media 100

Gainsight

APRIL 15, 2022

For Sales, the biggest change in a customer success model is the need to sell to the right customer, instead of just any customer. Customer lifetime value (LTV) is now more important than quarterly sales. And word of mouth—think Net Promoter Scores (NPS)—will generate more high-quality leads than cold calling ever did. .

Customer Success 97

Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

Horizon CX

MARCH 19, 2022

It found that only 10% of businesses see significant financial returns on their AI investments. Small wonder then that the ROI of AI is only being reported by 10% of businesses. So, what exactly is AI and how are organizations applying it, and most importantly, how does it either enrich or diminish the Customer Experience?

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

CX University

NOVEMBER 20, 2017

Widely used Customer Experience measures provide soft associations with benefits instead of hard numbers on financial investment results. Part of the Series: FINANCIAL MEASUREMENT IS CRITICAL FOR THE FUTURE OF CX. Comparing actual financial results of individuals and groups of customers with different CX exposures.

Financial 61

Financial Measurement Comparison Groups 61

delighted

SEPTEMBER 8, 2021

I spent my first seven years in sales at a Fortune 50 bank and then moved into customer service. Did you take anything away from your sales experience that influenced your career in customer experience? When I was in sales, revenue was King. In customer service, you can’t show revenue success the same as you can in sales.

Customer Experience 93

Customer Experience Healthcare Net Promoter Score Apparel 93

CSM Practice

FEBRUARY 24, 2020

As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team. Customer Financial Metrics. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. Customer Health Metrics.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

eGain Blogs

FEBRUARY 27, 2018

Here are some eye-popping ROI examples from these clients: Telco. 20% increase in NPS (Net Promoter Score). Banking and Financial Services. NPS elevated from #4 to #1. 25% increase in sales through service. 23% improvement in FCR (First-Contact Resolution). 38% reduction in “no fault” handset exchanges and returns.

Contact Center 63

Contact Center Net Promoter Score Average Handle Time ROI 63

Totango

JUNE 28, 2022

The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide. And in order to maximize your ROI, you should be focusing on retention and customer satisfaction strategies.

Return on Investment 74

Return on Investment Competitive Advantage ROI Effort Score 74

eGain Blogs

FEBRUARY 27, 2018

Here are some eye-popping ROI examples from these clients: Telco. 20% increase in NPS (Net Promoter Score). Banking and Financial Services. NPS elevated from #4 to #1. 25% increase in sales through service. 23% improvement in FCR (First-Contact Resolution). 38% reduction in “no fault” handset exchanges and returns.

Contact Center 45

Contact Center Net Promoter Score Average Handle Time ROI 45

Totango

AUGUST 21, 2020

We currently have 13,000 Totango users in the system contributing to, leading, running operations for our Sales and Customer Success Field teams. SC: – Additionally, we deployed some tactical tracking in Totango to understand those customers with COVID financial impacts and brought in AR transparency as an indicator of a challenge.

Innovation 115

Innovation Customer Success NPS Touchpoint 115

eGain Blogs

FEBRUARY 27, 2018

Here are some eye-popping ROI examples from these clients: Telco. 20% increase in NPS (Net Promoter Score). Banking and Financial Services. NPS elevated from #4 to #1. 25% increase in sales through service. 23% improvement in FCR (First-Contact Resolution). 38% reduction in “no fault” handset exchanges and returns.

Contact Center 40

Contact Center Net Promoter Score Average Handle Time ROI 40

BirdEye

MARCH 9, 2021

Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and Likelihood to Renew or Continue to Use (LTR/LTU) provide insight into how happy a customer may be at a moment in time, but they beg the question: “what to do with that information?”. Then, a few weeks later we saw it in our sales data”.

Marketing 72

Marketing Net Promoter Score Multi-Channel Effort Score 72

ChurnZero

OCTOBER 30, 2020

Customer Success Compensation Catches Up to Sales. For a long time, Customer Success and Sales have been working together but not in equal footing,” says Mehta. “In In the next three to five years, compensation between Customer Success and Sales will become close to equal.”. Customer Success drives a double benefit in the ROI.”.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

CSM Practice

FEBRUARY 24, 2020

As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team. Customer Financial Metrics. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. Customer Health Metrics.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team. Customer Financial Metrics. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. Customer Health Metrics.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

Thematic

FEBRUARY 27, 2024

When you're asked to prove ROI, that's often when things get tricky. Sure, you might still get sales, but it's like driving with a flat tire - you're getting somewhere, but it's a bumpy ride! It's a Team Effort: Did sales spike due to a killer new product, excellent marketing, or your improved checkout?

ROI 62

ROI Report Customer Experience How To 62

Gainsight

APRIL 26, 2019

Understands larger financial model and helps with (1) self-funding paid CS or (2) delivering clear ROI from CS. Sales Alignment. Complains about the Sales team. Deeply aligned with the Sales team. Measures NPS and retention solely. Product Alignment. Preoccupied with filling gaps in the product.

Leadership 79

Leadership Customer Success Roadmap Conference 79

Gainsight

MAY 6, 2020

And you can move quickly: with our Customer 360, you quickly get a holistic understanding of the account, including open CTAs (calls-to-action), health score, NPS, segment, number of users, and ARR. Verified Outcomes. And as your goals evolve, continued partnership with our team will uncover new business challenges we’re able to help solve.

Technology 52

Technology Customer Success Effort Score Return on Investment 52

Thematic

FEBRUARY 27, 2024

Sure, you might still get sales, but it's like driving with a flat tire - you're getting somewhere, but it's a bumpy ride! It's a Team Effort: Did sales spike due to a killer new product, excellent marketing, or your improved checkout? Now you can measure how happier customers = more sales.

ROI 62

ROI Report Customer Experience How To 62

CustomerSuccessBox

APRIL 6, 2022

While this is undoubtedly true and clearly an ideal situation, it is neither scalable nor financially viable, particularly for growing teams. 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

Eptica

JUNE 13, 2018

Demonstrating the ROI of CX initiatives There is no doubt that improving the customer experience can have a direct or indirect financial impact on the business. This could be because having loyal customers reduces the cost of sale, or that fewer complaints and queries brings down support costs.

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

Qualtrics

DECEMBER 8, 2020

The concept of brand equity takes advantage of this customer behavioral tendency to maximize profitable sales over time. This is operational data like sales data, finance data and HR data. How can we measure a brand’s financial value? Sales data. It relates to ROI operational data that tells you if your effort (e.g.

Measurement 59

Measurement Brands Net Promoter Score Social Media 59

Solvvy

JULY 8, 2022

But collecting customer feedback and finding an effective way to measure customer satisfaction—often by unraveling the answer to the question of how to use CSAT or NPS—is vital to your brand’s success. And, as with any tool, you need to use CSAT and NPS correctly to get the most value from them.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106