InMoment XI

APRIL 23, 2024

And by doing so, you’ll see rapid, proven ROI across your programme from retention, to customer acquisition, from share of wallet growth, to cost to serve reduction. Using reputation management tools, you can bring together all your data in one place, combining your data.

Social Media 260

Social Media Analysis Feedback Loyalty 260

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journey Managers. Why is it a journey manager , and not a director?

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journey Managers. Why is it a journey manager , and not a director?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journey Managers. Why is it a journey manager , and not a director?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Receiving more precise observations When metrics fluctuate, it’s often unclear what the root cause was. Think about it.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. For businesses, AI-powered applications enable time and cost savings, smarter customer services, and efficient CX management, plus reliable, actionable insights that facilitate decision-making. View more episodes of CX Transformed.

Contact Center 130

Contact Center ROI Metrics Interaction 130

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. Contact Center Analytics Best Practices for Maximum ROI Strategic Focus over Isolated Improvements While it’s tempting to dive into the granular details and make quick fixes based on isolated data points, true transformation comes from a strategic focus.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

Uniphore

JANUARY 14, 2022

Why is agent empowerment key to achieving business objectives (ROI and bottom line, contact center metrics, newly defined KPIs)? Robert is responsible for leading the Business Development, Client Marketing, and Strategic Account Management teams. RSVP for the webinar today! Register Now. ai, Kony and Genesys.

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

Gainsight

MARCH 12, 2024

It all comes down to Customer Success Managers (CSMs) owning certain revenue metrics: expansion revenue, churn, renewals, etc. How do you determine what revenue metrics your CSMs prioritise? Customer Success Qualified Leads (CSQLs) should be a metric that drives better collaboration between your CS and Sales teams.

Customer Success 52

Customer Success ROI Metrics Sales 52

Gainsight

JULY 10, 2023

If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start. Start Simple With One-to-Many Webinars For organizations looking to augment the role of CSMs through digital means, several strategies can be initiated.

Self Service 52

Self Service How To Roadmap ROI 52

BirdEye

FEBRUARY 21, 2023

In this comprehensive guide, we’ll walk you through everything you need to know about social media management for local businesses. Table of contents Why social media is so important for businesses The most popular social media platforms today About social media accounts What is social media management? What is social media management?

Social Media 98

Social Media Management Multi-Channel Analytics 98

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. athenahealth, which provides solutions to the healthcare industry, had thousands of product update possibilities, according to senior VoC manager David Geary. How to win over top management.

How To 150

How To ROI Policies Analysis 150

InMoment XI

DECEMBER 30, 2021

It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars. For example: Q: What Metrics Can You Use to Determine Industry and Organizational Maturity? What are you doing with it?

Strategy 493

Strategy Touchpoint Metrics Customer Journeys 493

Playvox

APRIL 19, 2023

Excellent time management is crucial in a contact center. What Is Time Management? Time management is the process of planning how to divide your time among activities. In a customer support center, poor time management skills can have several not-so-desirable implications for customer experience.

Contact Center 56

Contact Center Management Interaction Poor Customer Service 56

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. Find those managers and supervisors who need to understand your Voice of the Customer program and their role in it. What can VoC do for you?

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Lithium

NOVEMBER 1, 2022

An Interview for Change: How AI and Automation Drive ROI Khoros has been a social care leader for years, but a tool is only as valuable as the one who wields it. Get to the bottom of the best ways to use and prove the ROI of Khoros Care with Khoros product marketing expert Josh Snider. Are you there ROI? Are you There ROI?

Roadmap 52

Roadmap ROI Social Media Contact Center 52

ClearAction

JULY 20, 2023

Non-stop for the past 25 years, technology for experience management and marketing have been super hot since CRM arrived on the scene. Tech providers’ Customer Success teams strive to keep us engaged in a variety of meetings, messaging, webinars, etc. Buyers prefer to have minimal interactions with sales teams.

Technology 62

Technology Customer Success Consulting ROI 62

Alida

JUNE 15, 2018

In a recent webinar , Marcus shared his thoughts on elevating the role of UX teams and the biggest trends shaping the industry. To show value and ROI, you need to speak the language of business, and that means we got to start talking about metrics” Marcus said. What can your team manage? Start to benchmark and evaluate.

Tips 166

Tips User Experience ROI Trends 166

Help Scout

DECEMBER 5, 2018

Calculating the return on investment (ROI) of a new tool can be tricky. This is an especially perplexing question for customer support teams, where measuring the impact of our actions on business metrics has always been a difficult exercise. What impact will it actually have on bringing in revenue?

ROI 40

ROI Self Service Software Return on Investment 40

Lithium

SEPTEMBER 7, 2021

Time to start seeing actual ROI on your promoted posts. Character limit increased for LinkedIn Posts All Linkedin posts managed through our platform can now have up to 3000 characters. Published Posts Custom Metric A published posts metric that can be used as part of Marketing Analytics Custom Metric calculations.

Social Media 52

Social Media Metrics Video ROI 52

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Measure customer success metrics for meaningful insights. Focus on customer retention and long-term ROI.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Gainsight

FEBRUARY 23, 2021

The reason why this is so critical boils down to one ultimate metric: your Net Dollar Retention (NDR) Rate. . You may have recently heard about the importance of Net Dollar Retention from Nick’s blog post earlier in the month , as well as the webinar we did with Bessemer Venture Partners. But how do we go about improving it?

Metrics 64

Metrics Groups ROI Feedback 64

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Research Stage. and satisfaction (Were there any immediate issues or complaints?).

Metrics 40

Metrics How To Effort Score Customer Success 40

ChurnZero

APRIL 15, 2022

If your Customer Success (CS) teams doesn’t possess ESP, you need tools to identify a customer’s buying signals, usage behavior, and ROI to break the endless cycle of trial and error with your expansion outreach. They don’t want to risk buying additional seats without proof of ROI in case they go unused.

ROI 98

ROI Data Examples Report 98

Gainsight

OCTOBER 19, 2021

Don’t get too caught up focusing on churn metrics, retention numbers, and other standard metrics. Compelling answers to these questions, along with the data to support your proposal, will help illustrate the ROI your organization can expect. Let’s go back to the metrics you outlined in the previous section.

Resources 52

Resources Customer Success ROI Metrics 52

Lithium

DECEMBER 6, 2022

How General Motors Found a Best-in-Class Social Media Management Solution with Khoros The GM Social Media CoE needed to find the best listening, engagement and customer care tools to deliver a first-class experience across social for its fans, so they decided to reevaluate GM’s social media management software to better deliver on that promise.

Social Media 52

Social Media Roadmap Trends Hospitality 52

NobelBiz

JANUARY 10, 2022

CRM (Customer Relationship Management) software is intended to assist you in managing your remote customer interactions more effectively. Managing entails not only establishing customer relations activities, but also monitoring their effectiveness, impact, efficiency, and profitability.

Contact Center 52

Contact Center CRM Measurement Contact Center Software 52

Totango

AUGUST 21, 2020

How do you manage Customer Success across your ecosystem? Q: How did SAP manage CS prior to the Totango deployment? Did SAP migrate from another CS management system to Totango? How did you manage the human side of that change? Q: What role do SAP’s partners/channels play in all of this?

Innovation 116

Innovation Customer Success NPS Touchpoint 116

SurveySparrow

APRIL 11, 2021

Have they attended any webinars or demos? Organize a webinar where you share valuable information with your target market. You can try sharing customized email surveys to sign them up on your website/for your webinars with SurveySparrow. How many times have they opened emails from you? Have they filled any opt-in forms?

Strategy 98

Strategy How To Effort Score Social Media 98

Confirmit

JUNE 13, 2017

In this webinar we looked at the end-to-end process for building a business case and getting it approved. We will cover organizational culture, project planning, influencing strategies, ROI metrics and the perennial problem of forecasting those crucial financial benefits. Voice of the Customer Webinars.

ROI 40

ROI Culture Financial Metrics 40

BirdEye

MARCH 29, 2024

In a recent survey of our expansive network of over 150,000 customers, it was discovered that 81% of businesses manage their social media strategies at the corporate level. These platforms can transform how you connect with clients and improve your real estate reputation management.

Social Media 57

Social Media Tips Sales Advertising 57

BirdEye

MARCH 24, 2023

Table of contents Business development defined Differences between business development and sales Business development versus sales development Differences between business development and marketing What does a business development manager do? A marketing manager is often involved in developing a marketing plan.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

ChurnZero

MARCH 11, 2020

This is a guest post by Jay Nathan , Founder & Managing Partner at Customer Imperative. Traditional product management and marketing teams tend to focus on win/loss analysis in the sales process. Didn’t realize ROI. A note on “Didn’t realize ROI”. Churn Reasons: You’re Not Digging Deep Enough. Product fit.

Customer Journeys 52

Customer Journeys ROI Return on Investment Customer Success 52

CX Journey

MAY 3, 2016

Through events, webinars, member calls, community forums, mentor-mentee relationships, and experts, there's no shortage of opportunities to learn from peers. Metrics, Measurement, and ROI You can't manage what you don't measure. You can't track success without identifying metrics that define and measure it.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

ChurnZero

JULY 9, 2020

Spread Wisdom With Webinars. Webinars are often thought of for top-of-funnel lead generation and nurture, but they can be just as effective for customer marketing. For tactical-oriented webinars that show how to use functionality, measuring their impact is rather straightforward with product usage data.

Strategy 64

Strategy Marketing Case Study Effort Score 64