ViiBE Blog

FEBRUARY 28, 2022

ViiBE Blog How can live chat integration with co-browsing improve CX? There are general metrics that are useful for this matter: Time spent on the website – use it to analyze at what point a live chat pop-up should appear. Kelly Dell 28 October 2021 Customer experience How can you build and maintain customer loyalty?

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COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. Please register here to attend the event on Monday, October 18, 2021, from 11:00 AM – 12:30 PM ET/8:00 AM – 9:30 AM PT.

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Totango

MAY 10, 2022

In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. Engaging decision-makers in discussions about performance goals and metrics provides a transparent, objective basis to demonstrate product value.

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Customer Engagement Engagement Customer Journey Mapping Net Promoter Score 77

Gainsight

DECEMBER 20, 2020

In this blog post , we shared some lessons from the CROs of Dropbox and Flexera. Net Dollar Retention Becomes THE Metric. Most public companies now disclose the metric, and analysts and money managers know to ask about it. Sales teams promise an ROI. Here’s to better days in 2021.

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Lithium

AUGUST 3, 2022

Since the beginning of the marketing and advertising era, it has been notoriously difficult to prove the ROI of any given campaign. We sat down with Matt Deluca, Khoros Director of Strategic Services, to better understand when cost-cutting makes sense, and how to understand the varying ROI of the marketing world. Matt Deluca.

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Horizon CX

MARCH 19, 2022

But I digress, that’s another topic for another blog. Small wonder then that the ROI of AI is only being reported by 10% of businesses. December 2021. As a CX professional, one might have hoped that was science fiction, but it’s unfortunately not. Let’s start with a brief definition of AI to get us on the same page.

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Gainsight

MARCH 3, 2021

He’s also well known for his humorous and insightful blog, kellblog. In his recent post on 2021 predictions , Dave made a forecast that caught my attention: 8. Net dollar retention (NDR) becomes the top SaaS metric , driving companies towards consumption-based pricing and expansion-oriented contracts. Or all ARR? Own the Number.

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SurveySparrow

FEBRUARY 14, 2022

But 2021 was the year of great resignation, as employees started leaving jobs to get to a better place. We’ll discuss the top parameters used for such analytics later in this blog, but to say that IBM inspired the beginning of such programs won’t be far from the truth. What business metrics will improve after analyzing this data?

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Oracle

NOVEMBER 16, 2020

We’re back with the next installment of Markies Monday, a weekly blog series designed to help you learn more about the 2020 Oracle Markie Awards and its categories, finalists, and winners. The first finalist, WebContinental , believes that ROI is simply a way of life. Keep consumers cool with an exceptional ecommerce platform.

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C3Centricity

MAY 25, 2020

If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not getting 10x the ROI from your data. No doubt it will need updating in 2021 when the fallout from the current pandemic becomes clearer. And Unilever can only do it with the help of data and metrics to measure and follow their progress.

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CX University

MARCH 11, 2024

MMPs play a crucial role in the mobile marketing ecosystem by collecting, standardizing, and presenting data from marketing campaigns, allowing brands to gain insights into the overall return on investment (ROI) of their marketing efforts. 2021, February 24). SuperOffice Blog. SendGrid Blog. Available: [link] Diebner, R.,

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CustomerSuccessBox

DECEMBER 3, 2021

Irrespective of your designation, this blog is going to help you with exactly that. Additional Read : Customer Success statistics for 2021. Proving the ROI of a tool versus the ROI of bringing a human on board for the same price will do the job. It is easy when you tie the company goals with the CS metrics.

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Customer Success ROI Travel Presentation 52

Pointillist

JUNE 7, 2021

As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies and tactics to better understand customer behavior and deliver the experiences their customers demand. Quantifying ROI Remains the Top CX Challenge.

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Measurement 2021 Management Omnichannel 71

Gainsight

FEBRUARY 23, 2021

Well, we made it to 2021, everyone! 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.

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inQuba

AUGUST 19, 2021

To display real ROI you’ll want a solution that helps you make and launch small adjustments swiftly. Insufficient metrics to identify failure points in journeys. The post The Buyers Guide to Customer Journey Management Solutions in 2021 appeared first on inQuba. How can you further boost value delivery? Let’s sort that out.

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Customer Journey 2021 Management Insurance 52

Lumoa

JANUARY 11, 2022

Aiming for a high NPS score will help you in increasing your profit and achieve a high ROI on your customer experience. Nicereply Nicereply is a survey tool for marketers and customer support to understand the engagement of digital assets: blog content, website, emails, and product marketing. NPS surveys or full NPS analytics?

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NPS Net Promoter Score Feedback Multi-Channel 103

ViiBE Blog

FEBRUARY 9, 2021

The digital transformation of the field service management industry enables companies to deliver improved service offerings to customers and boost their ROI. ViiBE also tracks net promoter score (NPS), a metric describing the likelihood of a customer recommending a product to a friend.

Management 52

Management 2021 Omnichannel Net Promoter Score 52

SmartKarrot

MARCH 8, 2022

Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. Caroline was also named one of the Top 100 Customer Success Strategists for 2020-2021. She is passionate about helping her customers derive the highest ROI from their services. Amarachi Ogueji.

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2022 Customer Success Chief Customer Officer Customer Centricity 21

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. Each objective should have at least one Key Result, however it’s not unusual for an objective to have two or three metrics associated with it. Reduce regrettable team member attrition from 4% to 3% in 2021. A – Attainable. R – Relevant.

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Customer Success Management Chief Customer Officer Leadership 98

Gainsight

DECEMBER 17, 2019

Lots of CSM teams are looking almost entirely at activity or adoption metrics as the “holy grail” of customer health. You can read more about verified outcomes in this blog from our CCO. If that’s the case, you should be able to prove the ROI one way or another. Rethinking leading indicators.

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2020 Customer Success Books Events 21

PeopleMetrics

OCTOBER 25, 2017

Billion by 2021, at a CAGR of 21.1%.” The ROI customer experience. There are many metrics to consider as part of your VoC program, but Bain & Company’s Net Promoter SystemⓇ and Forrester’s Customer Experience IndexⓇ stand out as the gold standard top-line metrics in the CX industry. Billion in 2016 USD 13.18

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Beyond Philosophy

JANUARY 12, 2022

” Now, in 2021, this quote couldn’t be any more pertinent than it was nearly 25 years ago. An October 2021 research survey conducted by McKinsey and Company stated that 75 percent of consumers are radically changing their shopping behaviors, and about 40 percent of those consumers are switching brands and retailers.

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