ClearAction

JANUARY 28, 2015

Many of us subscribe to customer experience management (CXM) as promising substantial business results by (a) encouraging customers to say great things about your company (growing the funnel of prospective buyers) and by (b) encouraging customers to buy more (expanding share of budget, buying from more product lines, and buying premium offerings).

ROI 89

ROI Customer Experience Management Customer Experience Management 89

ChurnZero

FEBRUARY 28, 2020

You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points. But, if you’re using digital communication, you have access to all sorts of “marketing” metrics to better understand your customers’ product and communication engagement.

Customer Success 64

Customer Success Webinar Customer Journey Customer Journey Mapping 64

ChurnZero

MARCH 11, 2020

This makes downstream reporting and analysis much simpler, and we can avoid the risk associated with double counting customers and revenue. When you’re presenting churn categories to an executive team and board members, simple, clear metrics win the day. And today I see many of my customers doing the same thing.

ROI 52

ROI Customer Journey Mapping Webinar Return on Investment 52

ShepHyken

NOVEMBER 1, 2019

This week we feature an article by Linda Taylor who writes about the importance of customer journey mapping in every organization in order to improve the customer experience. Customer Journey Mapping is a pictorial representation of the path a customer follows after coming in contact with a company.

Customer Journey Mapping 87

Customer Journey Mapping Customer Journey Customer Experience Touchpoint 87

Totango

JUNE 24, 2022

For example, a B2C customer might prioritize user experience, while a B2B client might emphasize return on investment. The digital nature of SaaS customer experience means that success outcomes are defined primarily in terms of digital, measurable key performance indicators, such as product usage metrics.

Customer Success 103

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 103

ClearAction

DECEMBER 12, 2017

Reality Maps are built on four questions, after the Business Intelligence team conducts customer feedback data mining to identify high-priority improvement opportunities: 1) Why would this project benefit the customer? 3) How will the solution work for the customer? 2) What is going to be built?

Customer Centricity 54

Customer Centricity Return on Investment Customer Experience Design Customers 54

ChurnZero

JUNE 27, 2023

A digital approach is key to improving business growth metrics such as net revenue retention (NRR) and gross revenue retention (GRR). In my view, an effective digital customer success strategy has four key steps involving: Customer data Customer segmentation Automation A customer journey map 1.

Customer Success 52

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 52

ClearAction

OCTOBER 2, 2017

Think of behaviors and metrics in a nested sequence. Think of customer experience management as a flow (not pillars!). For key drivers of loyalty, quantify the cumulative revenue (or profit, preferably) of the groups of customers who are happy and unhappy. Then say it.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journey Mapping Presentation 78

SmartKarrot

OCTOBER 26, 2022

You can measure these segmentations in the SmartKarrot customer success platform based on the following: Utilization Product usage & adoption NPS/Sentiment Engagement metrics. Track customer touchpoints and streamline communications using relevant metrics. That means favoring customization above generic.

B2B 11

B2B Management Touchpoint Advertising 11

CSM Magazine

APRIL 5, 2018

A touch point relates to any contact a prospective customer makes with your brand before, during or after a purchase. Identifying your business’ touch points is the initial step towards producing a customer journey map that’ll ensure your customers are satisfied every step of the way.

Customer Journey Mapping 49

Customer Journey Mapping Return on Investment Touchpoint Sales 49

Bold360

DECEMBER 1, 2016

Jerry Rackley is the Chief Analyst at Demand Metric Research Corp. “The biggest mistakes companies make when purchasing Customer Experience software are…” Assuming that customer experience software is the complete solution to a customer experience problem. Jerry Rackley. DemandMetric.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

Confirmit

MAY 29, 2018

Promote culture change: By driving customer-centricity and cross-functional change. Why Implement a Voice of the Customer Program? But this is merely the beginning… Make sure you share the customer voice in real time with the right people who can take action to deliver results. When to Collect the Voice of the Customer?

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40

Tricia Morris

AUGUST 21, 2015

Notes Ovum Principal Analyst Keith Dawson, “Today, loyalty is based more on making it easy for customers to do business with the company , and that requires smart connections built with solutions that are contextually aware and supported by a decisioning engine and value metrics, and that blend service channels.”. ” 15.

Customer Focused 111

Customer Focused Customer Relationship Management 2015 Events 111