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.

Marketing 175

Marketing Handbook ROI Social Media 175

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. You can also perform this audit on your external knowledge base using metrics such as total visits and time spent on page. Free Report. Conclusion.

Knowledge Base 130

Knowledge Base Omni-Channel Software Policies 130

Gainsight

MARCH 9, 2020

As the authors of The Customer Success Professional’s Handbook , Ashvin and Ruben are two of the world’s foremost experts on the emerging customer success movement, its role in modern business, and best practices in both strategy and tactics. How have the metrics evolved over the last few years?

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52

ImprintCX Articles

MARCH 5, 2024

Unfortunately, the CX industry has backed itself into a corner, with too much emphasis on single-number metrics, checklists for implementation, and producing overwhelming amounts of data, and not enough focus on strategic insights and recommendations, deep human understanding, and practical application.

Brands 52

Brands Customer Experience Management Customer Centricity 52

Kayako

JULY 6, 2017

In The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the “Nordstrom” of Your Industry, Robert Spector breaks down all of the ways that Nordstrom sets itself apart, and provides guidance for how to tailor it to your own industry. What is the ROI on having a customer-driven company?

Self Service 93

Self Service Handbook Customer Service Culture 93

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Gainsight

NOVEMBER 10, 2021

Read on for an introductory taste of product-led success and a preview of our in-depth guide, “Product-Led Success: The Professional’s Handbook.”. One Gartner report found 80% of IT companies will adjust their mission to account for product-centered models in the next three years. . What is product-led success?

Handbook 52

Handbook Roadmap ROI Strategy 52