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Connecting Customer Experience Goals to Financial Metrics to Prove ROI

CloudCherry

Increased sales. 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. To accurately measure your CEM’s ROI, you need to pay close attention to key metrics that will determine the outcome of any customer experience initiative.

ROI 256
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Q&A From My CXPA Webinar: From Journey Mapping To Journey Management

Kerry Bodine

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. So many, in fact, that I didn’t have time to answer them all on the webinar itself. But they can still create a journey atlas, map key customer journeys, and examine key business metrics in the context of those journeys.

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Webinar Q&A Recap: The Post-Sale Ecosystem

Education Services Group

CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q: What are the top metrics to measure the Chief Customer Officer ( CCO ) on? In there we get the experiential metric.

Sales 52
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Connecting Customer Experience Goals to Financial Metrics to Prove ROI

CloudCherry

Increased sales. 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. To accurately measure your CEM’s ROI, you need to pay close attention to key metrics that will determine the outcome of any customer experience initiative.

ROI 225
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The top five Customer Success webinars of 2022 from ChurnZero

ChurnZero

If you’re anything like me, you signed up for a bunch of webinars with admirable intentions of attending, which is code for snagging the recording to watch when you found an uninterrupted window of time, which is also a nice way of saying never. WIth that, here are ChurnZero’s top five most-attended and most-watched webinars from 2022.

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Customer Success and finance: 8 metrics to build closer alignment

ChurnZero

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. 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.”

Metrics 98
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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.

ROI 52