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? How are you demonstrating the ROI of your customer initiatives and CX programs to your CEO?

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

CSM Magazine

MARCH 16, 2023

Waterfield Tech , a leading global customer engagement solutions provider, today announced the launch of its Impact Analysis program, a new prescriptive engagement aimed at helping clients address inefficiencies across the contact center and capitalize on digital transformation opportunities. over five years.

Contact Center 52

Contact Center Financial Consulting Roadmap 52

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.

ROI 61

ROI B2B Roadmap Download 61

InMoment XI

APRIL 3, 2024

This means prioritizing positive interactions with products and services, engaging with people online, implementing customer feedback, and more. A well-designed digital experience can increase customer engagement and interaction with a brand. What Factors Make a Good Digital Experience? References Fullstory.

Customer Expectations 260

Customer Expectations Touchpoint 2024 Omnichannel 260

TechSee

DECEMBER 16, 2020

In a year of pandemic-related challenges, TechSee’s remote visual assistance solution enabled Salesforce customers to offer contactless services and remote technician support capabilities, alleviating health and safety concerns without compromising the customer experience. TechSee and Salesforce Use Cases.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

Gainsight

MARCH 21, 2023

It’s the best way to demonstrate that you’re hitting goals and prove the ROI of your efforts to your customers, internal stakeholders, and across the organization. The Rise of CSQLs More and more, we’re hearing about the growing prevalence of Customer Success Qualified Leads (CSQLs).

ROI 52

ROI 2023 Roadmap Metrics 52

Lithium

DECEMBER 6, 2022

Event recap: Forrester CX NA Conference 2022 Recapping the emerging trends in one event shows the level of care and understanding Khoros strives to deliver to our customers and, by extension, your current and future customers. Thankfully, Khoros’ customer Airbnb has provided a perfect game plan. Communities. Available On-demand.

2022 52

2022 Social Media 2023 Roadmap 52

ChurnZero

FEBRUARY 26, 2021

Generally, the [CSM’s] sentiment is ‘I don’t want to ask my customers for another favor. To bridge that gap and drive goodwill across the organization, Sana recommends incentivizing CSMs for not only driving ROI for their book of business but also for other internal functions. Take the initiative to align on your product roadmap.

Customer Success 59

Customer Success Management Roadmap Feedback 59

Retently

FEBRUARY 21, 2024

survey data helps identify effective marketing channels, adapt campaigns for better ROI, and build stronger customer relationships through informed strategy adjustments. Understanding your marketing channels Having a clear understanding of your marketing channels is like having a roadmap to guide your marketing efforts.

Social Media 78

Social Media Advertising Events Insights 78

Currency Alliance

DECEMBER 4, 2023

To consider a loyalty topic to be a ‘trend’, it needs to be on the roadmap during 2024 for at least 25% of leading loyalty programs and on the radar for at least 50% of companies. I anticipate this next wave will transform the way brands think about the virtuous circle of capturing customer data to drive improved customer engagement.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

Comm100

FEBRUARY 6, 2018

Out of all the customer engagement software tools that are out there, which one is right for your company? Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs. Popular Customer Engagement Software Tools and Who They’re Good For?

Customer Engagement 42

Customer Engagement Engagement Social Media Omnichannel 42

Gainsight

JULY 5, 2022

The return on investment (ROI) of CS is clearly seen and justifies bringing in CS operations to make it more seamless, prescriptive, and proactive. Every journey begins with a roadmap, and every business motion starts with a strategy. We used to say that CS needed to be a top-down, company-wide motion.

Roadmap 59

Roadmap Return on Investment Customer Journey Customer Success 59

Waypoint Group

MARCH 20, 2019

These folks need a rapid diagnosis from their feedback with templated processes and best practices that raise the ROI to show their management how they are contributing to the business. Your own internal leadership and cross-functional teams also want to know what causes customer churn. know that the data is coming from your customers.

Engagement 40

Engagement Customer Engagement Feedback Leadership 40

SurveySparrow

JULY 27, 2023

By harnessing the power of personalization, efficiency, data analysis, and exceptional customer experiences, AI-powered marketing unlocks new levels of customer engagement, higher conversion rates, and increased customer satisfaction. It can lead to significant growth and success for businesses. Wrapping up Phew!

Marketing 52

Marketing B2B Insights Roadmap 52

Lithium

JUNE 11, 2019

Summary: A discussion on building brand advocates using social media, through response and engagement. Description: The Social Media Management Strategy Certification is designed for those wanting to advance their skills while developing a roadmap based on their specific business objectives for their implementation of social technology.

Workshop 40

Workshop 2018 Social Media ROI 40

Lithium

JUNE 11, 2019

Summary: A discussion on building brand advocates using social media, through response and engagement. Description: The Social Media Management Strategy Certification is designed for those wanting to advance their skills while developing a roadmap based on their specific business objectives for their implementation of social technology.

Workshop 40

Workshop 2018 Social Media ROI 40

Lithium

JUNE 11, 2019

Summary: A discussion on building brand advocates using social media, through response and engagement. Description: The Social Media Management Strategy Certification is designed for those wanting to advance their skills while developing a roadmap based on their specific business objectives for their implementation of social technology.

Workshop 40

Workshop 2018 Social Media ROI 40

Avaya

APRIL 24, 2017

Adopting customer journey analytics means businesses must now support a powerful, real-time visualization of the customer journey across all lines of business, not just the contact center. They need a roadmap to continually reinvent key processes and fine-tune organizational behavior.

Customer Journey 59

Customer Journey Multi-Channel Contact Center Customer Journey Mapping 59

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

CSM Practice

OCTOBER 10, 2018

As a mathematician, I developed a framework with eight ( 8 ) pillars, which I use to detect weak points, define new strategic goals , enhance the team, tune the customer engagement process and optimize the technology landscape. Resources: Resources that you provide for your customer’s success.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

As a mathematician, I developed a framework with eight ( 8 ) pillars, which I use to detect weak points, define new strategic goals , enhance the team, tune the customer engagement process and optimize the technology landscape. Resources: Resources that you provide for your customer’s success.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

As a mathematician, I developed a framework with eight ( 8 ) pillars, which I use to detect weak points, define new strategic goals , enhance the team, tune the customer engagement process and optimize the technology landscape. Resources: Resources that you provide for your customer’s success.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

Eptica

JULY 11, 2018

Understand your current and future needs Customer expectations and demands are increasing all the time. At the same time you want to deliver a fast ROI to unlock future budget for CX programs. For example, check where they are based, where support is located and their size – how important a customer will you be for them?

Customer Experience 51

Customer Experience Average Handle Time 2018 Roadmap 51

West Monroe

DECEMBER 12, 2021

This new maturity will increase the discipline and rigor of these organizations in demonstrating their ROI on customer engagement and expansion. Digital engagement is necessary, but it must be personalized to your customers.

2022 40

2022 Technology Fashion Engagement 40

SurveySensum

SEPTEMBER 11, 2023

ROAS and ROI (Organic and Paid) ROAS measures the effectiveness of your advertising campaigns by evaluating the revenue generated relative to the amount spent on advertising. Organic and Paid ROI assess the returns on investments made in both organic and paid marketing efforts. To calculate ROAS and ROI, use the following formula: 7.

Metrics 52

Metrics 2023 Net Promoter Score Measurement 52

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.”. Understanding where those engagement levels are low for certain customers helps,” Jessica stated.

NPS 52

NPS Roadmap Chief Customer Officer Customer Success 52

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

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. Recruiting the right members for your insight community is a critical step to getting more ROI out of customer intelligence.

2016 267

2016 Innovation Marketing Insights 267

Michelli Experience

JULY 25, 2017

In the case of Mercedes-Benz leadership, that vision was shared both through words and in the form of a visual roadmap. Trust, Engagement, and You. What are the trust and engagement levels of your workforce? I suspect those trust levels are impacting customer engagement and your ROI. What do you think?

Consulting 45

Consulting Touchpoint Leadership Roadmap 45

SmartKarrot

MARCH 29, 2023

Apply here: [link] Role: SMB Customer Success Manager Location: Milwaukee, WI, United States (Remote) Organization: ECP As a Customer Success Manager you’ll ensure that our consumers have top-notch experiences throughout their lifetime by collaborating with internal teams. Advising customers strategically on the use of our tools.

Customer Success 19

Customer Success Roadmap ROI Customers 19

West Monroe

JULY 11, 2018

Additionally, you’ll have a backlog of ideas and initiatives geared towards improving the organization in various capacities including customer engagement, process improvement, technology, and operating model/organization structure. Think of this as the roadmap which guides the organization from point A to point B.

Customer Experience 40

Customer Experience Roadmap ROI Document 40

SmartKarrot

OCTOBER 27, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Givelify As a Director of Customer Success, you will advise customers as a trusted partner on use-cases, fundraisinggiving strategies, and Givelify products and services. Be the escalation point for clients for issues but not own the resolution.

Customer Success 19

Customer Success Roadmap ROI Customers 19

ChurnZero

DECEMBER 20, 2019

Leading CS practices are looking for ways to actualize the value proposition into their playbook and maturity model so there is an execution path and narrative for driving ROI and expansion. . . Companies apply the golden rule of business to customers and employees. . James Scott , VP of Customer Success, ShootProof .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

BirdEye

APRIL 25, 2023

It’s a roadmap that outlines your goals, target audience, which social media platforms to use, what kind of social content to create, and how to measure success. Conversions are a direct indication of a business’s social media ROI. In order to do that, you need a social media marketing plan.

Social Media 93

Social Media Measurement Metrics Brands 93

SmartKarrot

MARCH 29, 2023

Apply here: [link] Role: SMB Customer Success Manager Location: Milwaukee, WI, United States (Remote) Organization: ECP As a Customer Success Manager you’ll ensure that our consumers have top-notch experiences throughout their lifetime by collaborating with internal teams. Advising customers strategically on the use of our tools.

Customer Success 15

Customer Success Roadmap ROI Customers 15

ClearAction

AUGUST 6, 2019

Omnichannel: Seamless customer experience is empowered through close partnership between Marketing Operations and the IT team conducting reviews of the marketing technology stack and working on integrations, with a roadmap for future optimization. Analyzing Customer Insights. Customer-Centric Marketing: Step-Up Performance.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

Comm100

JANUARY 14, 2020

Create a digital roadmap for your customers’ journey. Once you have selected your channels, it’s time to create your customer experience map. Ask yourself who your customers are, where they are coming from, and what actions you want them to take. Recommended for you: Agent Assist ROI Calculator.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40