Lithium

SEPTEMBER 6, 2019

Customer engagement often feels overwhelming. Customer engagement teams are awash with people, content, and competing objectives. The Community Roundtable’s State of Community Management 2019 found that 70% of programs do not even have an approved roadmap and 76% cannot measure their strategy.

Customer Engagement 40

Customer Engagement Engagement Roadmap Workshop 40

Gainsight

JULY 10, 2023

If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start. For AuditBoard, this approach has improved the customer experience, enhanced retention rates, and made identifying customer advocates much easier.

Webinar 52

Webinar Roadmap ROI Touchpoint 52

CCO Council

NOVEMBER 2, 2017

Customers with the best experience generate 140% more revenue. Digital transformation enables greater customer engagement, and therefore greater revenue. What is the business value of an improved customer experience? Transactional companies typically measure return frequency and average spend per visit.

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

Gainsight

APRIL 9, 2024

Engaged customers are happy customers and when customers are engaged, they are more likely to see faster Time to Value. We use the DEAR framework to measure if our customers are being successful. Building a community of belonging is a winning strategy for everyone involved.

Connections 52

Connections Chief Customer Officer E-support Events 52

Gainsight

NOVEMBER 13, 2023

Navigating the Changing Community Landscape This book is more than just a theoretical discourse; it’s a practical guidebook crafted to steer businesses towards cultivating vibrant, enduring communities that drive substantial and measurable growth.

Engagement 52

Engagement B2C Books Roadmap 52

SurveySparrow

AUGUST 30, 2023

Empathy in Action: How to Deliver Great Customer Experiences At Scale Authors: Tony Bates and Dr. Natalie Petouhoff Empathy in Action isn’t your typical book; it’s a roadmap to mastering the magic of empathy in the realm of customer experiences. Read Here: Amazon 2.

Books 52

Books Customer Experience Roadmap Loyalty 52

Totango

MARCH 12, 2019

Follow a Roadmap Established by Customer Success Software. Quality customer success software makes it easy to break the onboarding process down into manageable steps, putting you on the path to success. Robust customer success software can help you: Measure business goals and key performance indicators (KPIs).

Roadmap 80

Roadmap Fashion Measurement Customer Success 80

Gainsight

MARCH 21, 2023

Meaningful Metrics = Tangible Outcomes One theme that came up again and again, is this: No matter what your goals are, it’s critical that you’re driving tangible outcomes that are defined by meaningful, measurable metrics—especially when it comes to your digital strategy. The only way to measure success is to have a clear metric for success.

ROI 52

ROI 2023 Roadmap Metrics 52

Gainsight

JULY 5, 2022

Every journey begins with a roadmap, and every business motion starts with a strategy. A CS ops professional or leader should be included in strategy discussions regarding a customer success strategy with both CS and business leaders. That includes metrics to measure your data against and timelines to accomplish your goals. .

Roadmap 59

Roadmap Return on Investment Customer Journey Customer Success 59

ChurnZero

DECEMBER 21, 2023

Building a successful post-sales strategy: Q&A with Tim Conder The webinar’s Q&A session covered topics including deciding which customer needs to prioritize and when, the right strategy for continuous customer engagement , building a resilient post-sales team, and how to tell a successful post-sale strategy from an ineffective one.

Sales 52

Sales Customer Success Webinar Tourism 52

Feedbackly

JANUARY 13, 2023

This is where the customer journey comes in handy. What is customer journey? A customer journey , also known as the buyer’s journey, is a core element of any CX strategy. Call it the roadmap to understanding your customers! The touchpoints through which customers engage with the brand may seem endless.

Customer Journey 52

Customer Journey Customer Journey Mapping Touchpoint Download 52

Totango

DECEMBER 3, 2020

NPS (Cited by 45% of Respondents): Net Promoter Scores help illustrate a customer’s experience by asking them to rank how likely they are to recommend your product on a scale of 1 – 10. If a customer is using the features that will bring them value, their satisfaction rate is likely to be high. . Scale Customer Engagement .

2020 64

2020 Customer Success Net Promoter Score Document 64

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 108

B2B Customer Experience B2C Net Promoter Score 108

SurveySparrow

JUNE 20, 2023

Customer experience (CX) is vital to success in the dynamic world of business. Organization use the potent tool known as the Customer Experience Dashboard to measure and improve the Customer Experience journey in an efficient manner.

Insights 52

Insights Net Promoter Score Customer Experience Social Media 52

Lithium

DECEMBER 28, 2020

Representatives from Khoros Marketing, Care, Communities, and Strategic Services outlined everything users can now leverage — along with what they can look forward to, in an extensive product roadmap session. Expanded paid planning measurement. Custom calculations to align analytics to the business. Harris, PH.

2019 52

2019 Engagement Social Media Roadmap 52

Education Services Group

MAY 28, 2021

Be sure to tap each one to get a full picture of the customer’s larger objectives and how to prioritize each one. By doing this work upfront, the CSM will have the information they need to build a roadmap for what success looks like from the customer’s point of view. How will you measure a successful outcome?

Customer Success 98

Customer Success Document Sales Customers 98

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap 2012 Customer Centricity 88

ChurnZero

JULY 2, 2020

During the webinar, Abby and Robin shared their firsthand experience on building customer-first organizations from the ground up as well as covering: How to structure your teams to better serve the customer. What processes should be put in place to drive customer engagement and adoption. Customer Success Around the Web.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

TechSee

AUGUST 31, 2022

Ask what KPIs they measure internally to track your adoption progress, and how they help your adoption laggards understand the performance improvements the early adopters are enjoying. For example, computer vision holds the potential to automate visual customer engagement. Will you be able to influence the roadmap or strategy?

Engagement 109

Engagement Culture Technology Omnichannel 109

CSM Practice

FEBRUARY 24, 2020

Customer usage metrics for new customers, low-touch segments, and high-touch segments can be calculated differently to get a more accurate representation of customer engagement and experience. Time Spent in Product is a straightforward product engagement metric with significant effects. 1. Time Spent in Product.

Metrics 52

Metrics 2014 Customer Success Financial 52

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. We have a road map for the customer work and know where progress will be measured. Do you have a roadmap for CX?

Chief Customer Officer 133

Chief Customer Officer Leadership Metrics Return on Investment 133

Retently

MARCH 5, 2024

It’s not just about the content of these emails but how they reflect your commitment to outstanding customer service, showing that you prioritize excellence in every interaction. Crafting responses that take into account the voice of the customer requires a thoughtful approach.

Feedback 149

Feedback Social Media Customer Satisfaction Loyalty 149

Gainsight

FEBRUARY 20, 2019

Product teams can’t do this without a customer-facing counterpart, but they also shouldn’t rely solely on customer success teams to drive adoption. Depending upon your company’s product roadmap, you might be shipping and refining new product updates monthly, weekly, or even daily. Success is measured in MAU, DAU, or CLV.

Roadmap 45

Roadmap Demo Measurement Customer Success 45

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 69

Culture Roadmap 2012 Customer Centricity 69

CSM Practice

FEBRUARY 24, 2020

Customer usage metrics for new customers, low-touch segments, and high-touch segments can be calculated differently to get a more accurate representation of customer engagement and experience. Time Spent in Product is a straightforward product engagement metric with significant effects. 1. Time Spent in Product.

Metrics 52

Metrics 2014 Customer Success Measurement 52

CSM Practice

FEBRUARY 24, 2020

Customer usage metrics for new customers, low-touch segments, and high-touch segments can be calculated differently to get a more accurate representation of customer engagement and experience. Time Spent in Product is a straightforward product engagement metric with significant effects. 1. Time Spent in Product.

Metrics 52

Metrics 2014 Measurement Blog 52

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. We have a road map for the customer work and know where progress will be measured. Do you have a roadmap for CX?

Chief Customer Officer 107

Chief Customer Officer Leadership Metrics Return on Investment 107

Eptica

JUNE 17, 2016

In my experience technologies that can be re-used, such as a central knowledge base that can be deployed as part of web self-service systems and used by agents when handling emails, social media and phone calls deliver a high return on investment and can therefore underpin your customer experience transformation. Share this page on: Tweet.

Customer Experience 49

Customer Experience Chief Customer Officer 2016 Contact Center 49

Gainsight

AUGUST 31, 2020

How they reached this level of customer engagement . Even Mike Rivisto was more interested in the response rate as opposed to the actual score, “because to me, the response rate is actually an engagement rate.”. ” This is actually a different measurement and answer than what they were seeking.

NPS 52

NPS Roadmap Chief Customer Officer Customer Success 52

SmartKarrot

SEPTEMBER 2, 2022

Identify critical customer challenges and advise better solutions. Act as an internal advocate for customers by providing client feedback. Deliver, measure, and communicate value realization for the customers, throughout the customer lifecycle. Build customer advocates through reviews, case studies and references.

Customer Success 19

Customer Success Roadmap Reference Document 19

Lithium

SEPTEMBER 13, 2019

Representatives from Khoros Marketing, Care, Communities, and Strategic Services outlined everything users can now leverage — along with what they can look forward to, in an extensive product roadmap session. Expanded paid planning measurement. Custom calculations to align analytics to the business. Harris, PH.

2019 40

2019 Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Representatives from Khoros Marketing, Care, Communities, and Strategic Services outlined everything users can now leverage — along with what they can look forward to, in an extensive product roadmap session. Expanded paid planning measurement. Custom calculations to align analytics to the business. Harris, PH.

2019 40

2019 Engagement Social Media Roadmap 40

COPC

OCTOBER 26, 2023

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer engagement, streamline operations, and foster efficiency is undeniable. This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries.

Technology 76

Technology Customer Experience Consulting Insurance 76

SmartKarrot

JUNE 13, 2023

Apply here: [link] Role: Digital Marketing Customer Success Manager Location: Mississauga, ON, Canada (Remote) Organization: Measure Marketing Results Inc. As a Digital Marketing Customer Success Manager, you’ll be in control of client campaigns and projects. Create tickets and conduct the initial investigation.

Customer Success 19

Customer Success Return on Investment Roadmap Customers 19

SmartKarrot

DECEMBER 13, 2022

Provide proactive thought leadership on customer strategy and roadmap, account governance, and reoccurring strategic discussions with both customer and SI. Develop adoption strategies, go-to-market & delivery plans, and economic models to realize the customer experience at scale.

Customer Success 19

Customer Success Roadmap Leadership Government 19

ProProfs Chat

MAY 24, 2019

About 16% of brands focus on customer retention techniques so that they can learn how to increase the Customer Lifetime Value (LTV) of each customer for the maintenance of performance and elevation of the status of their companies. Emphasizing CLV – Roadmap to Success. Encourage Customer Engagement via Email Marketing.

Social Media 100

Social Media E-support Customer Retention Telecommunications 100

Influitive

MAY 15, 2015

If you were to ask a group of community managers what keeps them up at night, you’d likely hear the same two or three concerns at the top the list: engagement , lack of resources and, of course, ROI. If you’ve already developed a resourced roadmap, you’re well on your way. Define your goals and make a plan. Actions tied to revenue.

ROI 61

ROI B2B Roadmap Download 61