Gainsight

JUNE 10, 2021

Some of our speakers conducted presentations from great distances, others, especially our keynote speakers, were present at August Hall in San Francisco on June 9th and 10th, 2021. We are beyond elated to announce the 2021 GameChanger Awards! That is the epitome of a Defender, and that award for 2021 goes to SAP Concur. .

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ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards.

2021 52

2021 NPS Healthcare Definition 52

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). Reference Points: The Influence that Determines Your CX Outcome. Malfara, D.,

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Gainsight

NOVEMBER 1, 2021

Last week, I had the pleasure of presenting at the Technology & Services Industry Association (TSIA) semi-annual conference, TSW 2021, which Gainsight proudly sponsors. It ties CSMs work with your customers, as well as their strategic collaboration with Sales, Marketing, Product, and Services on behalf of your install base.

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2021 Events Customer Success Leadership 59

SurveySparrow

SEPTEMBER 8, 2021

Correlates technical metrics with employee sentiment to deliver a better experience. Their focus is on giving the right recognition to strengthen workplace culture, eventually driving better ROI. Links employee engagement to customizable KPI to drive better ROI. . An easily scalable platform for big teams. . Embrace it. .

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Employee Experience 2021 Management Culture 59

CX University

MARCH 18, 2024

How to Measure the Success of Hyper-Personalization Companies measure the success of their hyper-personalization efforts through various metrics that demonstrate the value and impact of personalized experiences on customer engagement, retention, and revenue growth. Measuring the Success of Hyper-Personalization Strategies in B2B Sales.

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Customer Experience Retail 2023 2022 52

Oracle

DECEMBER 21, 2020

The Upshot Award for Best Demonstrated ROI (Marketing). The Omni Award for Best Omni-Channel Experience (Marketing, Sales & Service). The Thinker Award for Best Innovation in CX (Sales). The Upshot Award for Best Demonstrated ROI (Sales). The Upshot Award for Best Demonstrated ROI (Service).

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2020 ROI 2021 2007 76

Gainsight

JUNE 9, 2021

What’s the ROI of Customer Success?” On average, our clients grew revenue at a compounded annual rate of 40% after adopting Gainsight, expanded their EV/Sales multiples by 1.49x on average and enjoyed annualized share price increase of ~45%. Net Retention Rate is a key metric that investors use to evaluate SaaS companies.

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SurveyGizmo

JANUARY 3, 2023

While true that CX reached new heights in 2021, 2022 has seen CX quality scores fall back to pre-pandemic levels in the U.S. Forrester reports that the average CX Index score declined “across all 13 verticals that we study…from an all-time high of 72 in 2021 to 71.3 We need to improve on 2022. in 2022 on our 100-point scale.”.

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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. To respond to this switch in priorities, companies are focused on business areas like after-sales services as a way to distinguish their customer support.

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Management 2021 Omnichannel Net Promoter Score 52

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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Retail Contact Center 2021 Customers 139

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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CEM Customer Experience Customer Centricity ROI 122

ChurnZero

DECEMBER 14, 2022

Increasing product adoption and customer ROI with thoughtful approaches. We were able to extract surface-level adoption metrics but we did not know how well, and we also had platforms without any usage tracking,” says Jacklyn Currier , senior manager of client success at Cision. Adoption Hero: Cision. Advocacy Hero: Cority.

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2022 Customer Success NPS Customer Satisfaction 98

Comm100

NOVEMBER 13, 2022

In 2021, this meant that 48% of organizations diversified the digital channels they support. This meant a shift away from efficiency metrics towards agent wellbeing. In a 2021 report, 70% of agents surveyed reported feeling overwhelmed. in 2021. . And ultimately, we would have risked losing customers to competitors.”

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Customer Service Omnichannel Social Media 2021 78

SmartKarrot

JUNE 11, 2021

Best Customer Success Certifications 2021. The course is great in 2021 as it is great path for those looking to break into customer success. Customer success best practices and key concepts Navigate typical customer success challenges Develop success plans Chart metrics for customer success. For course details, click here.

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Gainsight

DECEMBER 20, 2020

While new sales were still tough to come by at the time, current customers were willing to increase their spend with known vendors. 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.

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ChurnZero

APRIL 27, 2021

Account expansion is often a more telling metric at this stage as those companies with high-growth potential will often see off-cycle expansion just a quarter or two into a new customer subscription – the proverbial land and expand. . Interest from channel partners and sales via channel partners can be another meaningful indicator. .

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Customer Success Metrics Net Promoter Score NPS 98

Gainsight

JUNE 9, 2021

Whether you wanted to hear about Customer Success (CS) and Sales alignment, scaling through hypergrowth, or health score iterations, we had a little something for everyone. New Releases: Aligning Sales and CS. They also have to realize that customer success is a team sport that requires a coordinated effort between CS and Sales.

Chief Customer Officer 52

Chief Customer Officer 2021 Sales Customer Success 52

ChurnZero

MAY 7, 2021

Q: How do you define a customer health metric? . A [Bora]: Customer health metrics and customer health scores are one of my favorite things because it should essentially tell you something about the customer. We see five main areas when we’re defining customer health metrics. It’s really focused on sales in the pipeline.

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Customer Success Metrics Document Webinar 59

Oracle

NOVEMBER 16, 2020

The finalists for the “ Upshot Award for Best Demonstrated ROI in Sales ” represent multiple industries with different routes to success — but there’s one thing they all have in common: They put Oracle CX applications front-and-center to achieve the kind of ROI that would make them stand-out in their respective industries.

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8x8

FEBRUARY 6, 2019

See a consolidated view of numerical and graphical details about call activities and metrics for selected dates. Provide a real-time view into critical contact center metrics. Integration with CRM systems: Gartner predicts that by 2021, CRM will be the single largest area of spending in enterprise software. Analytics Features.

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Contact Center Airlines 2021 Communication 48

Gainsight

JUNE 11, 2021

Team Up with Sales to Drive Revenue with Kristen Hayer, Founder & CEO at The Success League. Major Takeaways: Sales and Customer Success relationships can be filled with friction. Make paid tiers desirable by providing intended outcomes, more visibility, and ROI. Pulse Everywhere 2021 Comes to a Close. And… Scene.

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Chief Customer Officer Customer Success 2021 Customer Centricity 91

Horizon CX

MARCH 19, 2022

Small wonder then that the ROI of AI is only being reported by 10% of businesses. Granted we live in a fast-paced age where average handling time is typically imposed upon an agent as one of their performance metrics and I get that, but some people tend to have this communication problem. December 2021. I tried that to no avail.

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Customer Journey Touchpoint Seminar Average Handle Time 52

SmartKarrot

SEPTEMBER 25, 2020

There is a stronger alignment between customer success and sales of your business. To drive sales, it is important to focus on those long-term customer retention goals. But this time, in 2021, we do have to be extra cautious, owing to the unprecedented times. Can you track customer metrics with that tech? Source: Keap.

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2021 Customer Success Customer Journey Mapping Net Promoter Score 8

SmartKarrot

SEPTEMBER 25, 2020

There is a stronger alignment between customer success and sales of your business. To drive sales, it is important to focus on those long-term customer retention goals. But this time, in 2021, we do have to be extra cautious, owing to the unprecedented times. Can you track customer metrics with that tech? Source: Keap.

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2021 Customer Success Customer Journey Mapping Net Promoter Score 8

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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ChurnZero

JANUARY 26, 2021

If you can’t figure this out from your website, your marketing and sales leaders should be able to help answer this question. 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.

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Gainsight

MARCH 3, 2021

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. Net Dollar Retention Is a Clarifying Metric. Do you use ARR up for renewal as the denominator?

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Clarivate

JANUARY 23, 2024

The Centre for Medicines Research (CMR) International, a Clarivate business, publishes the Pharmaceutical R&D Factbook, an annual report designed to equip the Pharmaceutical R&D sector with a reliable quotable source of key reference metrics and predictions used to strengthen the planning and effectiveness of R&D.

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Gainsight

AUGUST 10, 2020

What was evident from these discussions is that Sales and CS need to be collaborating more than ever. The question now is, how do you drive efficiencies in that process and make sure you aren’t driving up your cost-to-serve metrics. So that has us thinking, let’s not wait until CxO 2021 to make this happen. Account Management?

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Leadership 2020 Events Customer Success 59

Gainsight

JUNE 9, 2021

They also discussed measuring ROI on a CS team, and who they believe is accountable for net retention in their companies. Rowan and Nick agreed that the customer success team is accountable with metrics and numbers in terms of usage and retention and churn. But,” Rowan shared, “it’s really the whole company’s job.”

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Entertainment Customer Success Events ROI 98

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. Companies are changing business models as their value shifts from products to services, or even to the sale of the information they gather. Is this your case? The Current Situation with Data.

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Technology Information Consumers Retail 77

SmartKarrot

APRIL 28, 2022

Metaverse became popular with Facebook moving to space in 2021. This helps brand’s structure their sales professionals, marketing folks, product guys, and every member uniquely. The ROI might not be immediate but so would delivering an amazing experience be. It is a parallel world to the physical world, virtually.

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Customer Experience 2026 Touchpoint Customer Journey 11

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. . Sales – Develop a value hypothesis that aligns to a predefined “Outcomes Library” containing the most common outcomes our customers achieved. contract terms & duration). .

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Webinar Metrics 2021 ROI 64

SmartKarrot

FEBRUARY 2, 2022

Customer success has evolved with time, and 2021 has seen the world cope with COVID-19 and adapt with resilience and strength. The webinar on ‘Customer Success: Learnings from 2021 and What Lies Ahead in 2022’ brought together an elite panel to shed light on customer success. Here are the top 10 key takeaways from the session.

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SmartKarrot

MARCH 8, 2022

Her diverse yet unique skills include customer life cycle optimization from pre-sales. Caroline was also named one of the Top 100 Customer Success Strategists for 2020-2021. In the last two decades, she has created and led several recognized Customer Success, Sales, and Marketing teams. Anika Zubair. Catherine Blackmore.

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2022 Customer Success Chief Customer Officer Customer Centricity 21

Gainsight

DECEMBER 17, 2019

Along regional lines, like Sales? Lots of CSM teams are looking almost entirely at activity or adoption metrics as the “holy grail” of customer health. If that’s the case, you should be able to prove the ROI one way or another. Which means it could be 2021 by the time you actually get around to it.

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