West Monroe

OCTOBER 18, 2023

Two years ago, I wrote about why you should demand ROI from consulting partners. In today's environment, achieving that ROI might require a different approach and for many reasons. How the ROI landscape has shifted 1. The gist: Too many clients focused on activities or deliverables, and not enough on results.

ROI 59

ROI Roadmap Financial Consulting 59

Circular Edge

JUNE 22, 2023

Quantifying that value — the return on investment (ROI) of your ERP — is crucial to building a business case that justifies an ERP investment in the first place. But because ERP systems have the potential to touch so many different aspects of a business, quantifying their impact — and, therefore, their ROI — can be complex.

ROI 52

ROI Return on Investment Reference Metrics 52

InMoment XI

JULY 19, 2023

InMoment’s customer experience experts include our expert practitioners and Strategic Insights Team, a dedicated team of consultants with over sixty years of research, marketing sciences, and advanced statistical expertise.

Customer Experience 260

Customer Experience ROI Customer Centricity Omnichannel 260

Experience Investigators by 360Connext

MARCH 26, 2024

Image copyright Matthew Rakola] Greg Kihlström ( theagilebrand.com ) is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to some of the world’s top brands on marketing technology, marketing operations, and digital transformation initiatives. About Greg Kihlström: Greg Kihlstrom.

2024 178

2024 Banking Advertising ROI 178

Second to None

MARCH 29, 2019

Indeed, understanding this correlation between the two is very important, yet it leads to a new question: How does one actually calculate the ROI of CX? While the ROI of CX can seem abstract, and in-turn, difficult to consolidate into a straightforward proposal, the process is not nearly as daunting as one would imagine.

ROI 86

ROI Measurement Net Promoter Score Effort Score 86

Beyond Philosophy

SEPTEMBER 3, 2022

In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. The post 5 rules for a highly successful customer experience implementation with amazing ROI!

ROI 113

ROI Net Promoter Score Customer Experience Consulting 113

Kustomer

AUGUST 3, 2021

New York, NY – August 3, 2021 – Kustomer , an all-in-one, top-rated AI-powered CRM for modern customer experiences, today releases findings from Forrester’s Total Economic Impact™ (TEI) study showing that organizations that switch to Kustomer see up to a three-year 422% in return on investment (ROI). TEI Study Findings.

ROI 98

ROI Net Promoter Score E Commerce Return on Investment 98

Lithium

SEPTEMBER 20, 2022

Crawling out of primal community mud” comes Khoros’s Business Value Consultant and community enthusiast, Jake Roadhouse ( ). High level approaches to measurement of ROI. It’s not often that you get to dive into the minds of some major community nerds, but today you are in luck. Here’s a sneak peek into the episode.

ROI 52

ROI Sales Consulting Measurement 52

Confirmit

JANUARY 8, 2020

The Confirmit ROI calculator enables Customer Experience professionals to measure the potential benefits of implementing a VoC program in their organization. Calculate your ROI. What Can I Measure With the ROI Calculator? Consultancy Spend. Get an ROI Consultation. Faster Growth. Reduced Churn. Finance/IT.

ROI 52

ROI Definition Document Customer Experience Professionals 52

Beyond Philosophy

DECEMBER 15, 2021

The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. The post How to Successfully Change to a Digital Experience and Create ROI appeared first on CX Consulting. Follow Colin on LinkedIn and Twitter. How can we help?

ROI 78

ROI 2022 Consulting Events 78

Beyond Philosophy

SEPTEMBER 8, 2022

On a recent podcast, we had a guest, Michél Patterson , a continuous improvement expert in Lean Six Sigma who has consulted numerous industries, including technology, freight forwarding, and even the Department of Defense. The post 5 rules for a highly successful customer experience implementation with amazing ROI!

ROI 97

ROI Customer Experience Net Promoter Score Measurement 97

Zeisler Consulting

JULY 21, 2020

Again, there’s no silver bullet, but the broad general strokes of the ROI for CX fall really into two categories, as far as I can see: First, there’s the savings that go along with improving the efficiency and effectiveness of your internal processes. Your ROI here is on the cost side, but you have to be vigilant in accounting for it.

ROI 72

ROI Return on Investment NPS Leadership 72

Gainsight

OCTOBER 14, 2022

“What is ROI? These are just a few of the questions that customer success (CS) experts explored in a recent episode of CS Essentials by Gainsight: Talking About ROI , a Success League Radio production. According to Van Lew, this cyclical nature of transforming customer pain points into successful outcomes is key to proving ROI.

ROI 52

ROI E-support Roadmap Consulting 52

Beyond Philosophy

FEBRUARY 11, 2019

My company, Beyond Philosophy was named as one of the Best Management Consultancy firms in the UK by the Financial Times. When I started my global Customer Experience consultancy in 2002, I had not been a consultant. When I started my global Customer Experience consultancy in 2002, I had not been a consultant.

ROI 83

ROI Financial 2002 Consulting 83

Second to None

FEBRUARY 28, 2019

Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Tempkin Group’s ROI of Customer Experience, Aug 2018 Study [3]. Tempkin Group examined over 300 companies across 20 industries to illustrate the relationship between ROI and CX.

ROI 54

ROI 2007 2018 2019 54

Stella Connect

DECEMBER 9, 2021

Colin’s company, Beyond Philosophy LLC, has been selected by the Financial Times as one of the best management consultancies for the last two years. Why Memory is the #1 Way to Drive Customer Service ROI in 2022. The post Guest Post: The #1 Way to Drive Customer Service ROI in 2022 appeared first on Stella Connect.

ROI 85

ROI 2022 Customer Service Customer Satisfaction 85

Second to None

FEBRUARY 28, 2019

Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Tempkin Group’s ROI of Customer Experience, Aug 2018 Study [3]. Tempkin Group examined over 300 companies across 20 industries to illustrate the relationship between ROI and CX.

ROI 48

ROI 2007 2018 2019 48

Beyond Philosophy

AUGUST 21, 2021

The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. The post 5 Rules to Guarantee a Return on Investment (ROI) appeared first on CX Consulting. Follow Colin on Linkedin and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.

Return on Investment 78

Return on Investment ROI Consulting Measurement 78

Beyond Philosophy

FEBRUARY 5, 2019

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. Remember that consultants are the first to go in a recession.

Consulting 60

Consulting Financial 2002 Return on Investment 60

InMoment XI

FEBRUARY 12, 2024

Whether it’s tracking customer acquisition costs, monitoring sales conversion rates, or analyzing customer lifetime value, access to relevant and actionable data empowers stakeholders to collaborate effectively and optimize strategies to maximize overall company ROI. How Does Integrated Customer Experience Work?

NPS 260

NPS Net Promoter Score Effort Score ROI 260

InMoment XI

DECEMBER 1, 2022

approaches aren’t enough for today’s businesses; they cause program stagnation and make meaningful return on investment (ROI) impossible. The Forrester Wave says, “InMoment is a good fit for organizations looking for a ROI-focused technology and services partner.” The truth is that monitoring services and D.I.Y. Industry Dominance.

Automotive 493

Automotive Return on Investment ROI Reference 493

InMoment XI

FEBRUARY 23, 2024

Choose the ones most likely to engage with your product and that will lead to a positive return on investment (ROI). Monitor and evaluate the effectiveness of segmentation initiatives through key performance indicators (KPIs) such as sales growth, market share, customer satisfaction, and return on investment (ROI).

Marketing 260

Marketing Customer Experience Return on Investment Consumers 260

Forrester's Customer Insights

FEBRUARY 26, 2020

I recently cohosted the webinar How To Prove The ROI Of CX with Ben Brown, a senior consultant from Forrester’s Total Economic Impact™ (TEI) team. Ben creates ROI models for a living, so he was the perfect partner in crime for this webinar.

ROI 52

ROI Measurement Webinar Consulting 52

ShepHyken

APRIL 30, 2024

Siegel+Gale is a consulting firm that specializes in making brands simple. In 2009, if you invested in a group of companies recognized for simplicity, you would have dramatically outperformed the stock market by a whopping 1,600%, proving that simplicity delivers in ROI. It’s important to remember that simple does not always mean easy.

2009 91

2009 Entertainment Sports Workshop 91

SurveySparrow

SEPTEMBER 21, 2020

And in this blog, we’ll discuss how online surveys increase ROI. And, what’s more rewarding is the fact that online surveys can increase your business ROI like never before. By the end of the article you’ll learn how to gain lifetime leads with high ROI, that too without investing huge sums of money or time.

ROI 45

ROI Return on Investment Social Media Net Promoter Score 45

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. That’s how you drive ROI and sustainable growth.

ROI 48

ROI B2B Metrics Culture 48

Beyond Philosophy

OCTOBER 24, 2014

Here are five things they would have done differently to increase their ROI even more: 1. Follow Colin Shaw on Twitter @ColinShaw_CX The post Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

ROI 119

ROI 2014 CEM Webinar 119

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. 4 Steps to Customer Experience ROI. Originally published as an Advisor monthly column on CustomerThink.com as Customer Experience ROI Opportunities in B2B Touchpoints. Customer Experience ROI Opportunities in B2B Touchpoints.

Touchpoint 59

Touchpoint ROI B2B Customer Experience 59

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. Tweaks to VoC business-as-usual (the list in the opening paragraph above) are not likely to be enough to transform your VoC into a CX Transformer (truly transforming CX, ROI, and business growth). 4) Drive ROI through value-chain thinking.

ROI 54

ROI Feedback Insights Financial 54

CX University

OCTOBER 30, 2017

CX University (CXU) announced today the official launch of Customer Experience (CX) Financial Consulting Services. Scott McCallister, new to CXU as VP of Consulting, will spearhead the mission to provide guidance to CX practitioners and organizations who need solid quantitative data connecting CX strategies to the financial bottom line.

Consulting 40

Consulting Financial Measurement Net Promoter Score 40

NetBase

MARCH 20, 2019

This is likely because they aren’t seeing the ROI they want – but it’s not social media’s fault! Patti Gomas , Senior Consultant with Deloitte Digital couldn’t be more on point here. The focus of ROI is understanding relationship between cost and profit, at its root, but it’s not always so simple to determine.

Social Media 40

Social Media ROI Measurement Consumers 40

ClearAction

JULY 20, 2023

When executives ask for proof of ROI, there is a risk of losing funding — or losing a lot more than that. On the consultant side, fast-paced change in tech makes fascinating studies to sell. Overwhelm, frustration, or expansion among tech buyers creates consulting gigs.

Technology 62

Technology Customer Success 2009 Consulting 62

CX Journey

JUNE 23, 2016

Have you been able to prove the ROI of focusing on the customer experience to your executives? What's the ROI? If you're faced with this challenge, you're probably wondering how you'll ever be able to answer the seemingly elusive ROI question. People cringe when they hear it, but ROI doesn't have to be a "three-letter word."

ROI 43

ROI Customer Experience Call Center Metrics 43

ClearAction

JUNE 29, 2023

80% of CX practitioners are weak or very weak in 6 CX ROI competencies: among everyone leading experience of customers, partners, and employee, are you ensuring expert competence? US ET): Are 2010s Practices Shrinking Your CX ROI? To-date, CX ROI (as well as corporate financial performance!) This is e-consulting.

Leadership 62

Leadership ROI 2006 2024 62

CSM Magazine

APRIL 5, 2017

Outsource Consultants , a leading call center outsourcing advisory firm, hired call center industry veteran Dave LaBatt as the Vice President of Global Sales in March 2017. Outsource Consultants President, Corey Kotlarz says, “We are very excited to have Dave on board. About Outsource Consultants.

Consulting 40

Consulting Sales Apparel Call Center 40

SuiteCX

JUNE 15, 2017

Self-selection bias makes program ROI measurement difficult, but it does not invalidate offering a program. This hopefully produces a set of paired customers large enough from which it is possible to extrapolate differences in value and churn to the larger program membership, to determine ROI. For programs with a loyalty currency (e.g.

ROI 40

ROI Measurement Marketing Loyalty Programs 40

SuiteCX

JUNE 15, 2017

Self-selection bias makes program ROI measurement difficult, but it does not invalidate offering a program. This hopefully produces a set of paired customers large enough from which it is possible to extrapolate differences in value and churn to the larger program membership, to determine ROI. For programs with a loyalty currency (e.g.

ROI 40

ROI Measurement Marketing Loyalty Programs 40