article thumbnail

Three CX Strategy Webinars to Ramp Up Your Program

InMoment XI

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
article thumbnail

Connecting Customer Experience Goals to Financial Metrics to Prove ROI

CloudCherry

In today’s customer-centric market, the customer experience is no longer just a marketing factor to consider. According to Gartner analyst Ed Thompson, it’s a challenge when you’ve got hundreds of metrics to track and multiple departments to apply these metrics to. Connecting Your CEM Goals to Financial Metrics.

ROI 256
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Connecting Customer Experience Goals to Financial Metrics to Prove ROI

CloudCherry

In today’s customer-centric market, the customer experience is no longer just a marketing factor to consider. According to Gartner analyst Ed Thompson, it’s a challenge when you’ve got hundreds of metrics to track and multiple departments to apply these metrics to. Connecting Your CEM Goals to Financial Metrics.

ROI 225
article thumbnail

CX in the C-Suite: Webinar With Mercedes-Benz CEO

Experience Matters

As part of Customer Experience Day , I interviewed Mercedes-Benz USA (MBUSA) CEO Steve Cannon on a CXPA.org webinar called Customer Experience from the C-Suite. One of the highlights of the webinar was when Cannon said that “ customer experience is the new marketing ” and is critical for fulfilling MBUSA’s brand promise, The Best or Nothing.

article thumbnail

Customer Success and finance: 8 metrics to build closer alignment

ChurnZero

So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.” CS team members at all levels would do well to learn about metrics that can better articulate the effect they have on churn, renewals, and expansions.

Metrics 98
article thumbnail

The crucial nuance behind seven top Customer Success metrics for SaaS companies

ChurnZero

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

Metrics 94
article thumbnail

4 golden tickets to capture CX ROI

Think Customers

Talk to someone like Lynn Hunsaker and she’ll tell you there’s some 24 metrics to convey the value of the customer experience. The “Four Gold CX ROI Metricswebinar was the final episode in the three-part series hosted by ECXO. She’s dissected and painstakingly diagrammed each one. Mirage or meaningful?

ROI 52