GetFeedback

DECEMBER 2, 2019

Use other business knowledge to find the ROI of your CSAT initiatives. If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. A simple way to consider ROI is to take the number of dissatisfied customers and multiply that by how much it would cost to sell to new customers. . Get the Guide.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

InMoment XI

FEBRUARY 24, 2022

The former is interested in counting dollars and profitability and the latter with measuring metrics. How can you take the invaluable insights your CX team is discovering and translate it into meaning that executives will understand and act on? Tip #1: Break Down Metrics. Tip #2: Tell Stories.

Metrics 493

Metrics ROI Presentation Webinar 493

CloudCherry

MARCH 28, 2019

Insights shine a light on hidden opportunities. CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. Gaining insight is essential to your success. Journey-based insights. Connecting CX to ROI. Path Insights.

Insights 231

Insights CEM NPS ROI 231

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. Imagine a world where every piece of customer data, every interaction, and every feedback converges, creating a tapestry of insights. By centralizing data, it ensures that insights aren’t scattered fragments but a cohesive narrative.

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

CSM Magazine

JUNE 20, 2023

But when it comes to maximizing ROI, it should be at the top of your list. Digital marketing Return on Investment (ROI) is the measure of the effectiveness of marketing campaigns and strategies in generating profit. Moreover, ROI is a metric used to calculate the financial gain or loss from an investment.

ROI 52

ROI Customer Service Marketing Social Media 52

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journey Net Promoter Score NPS 105

Gainsight

MARCH 12, 2024

It all comes down to Customer Success Managers (CSMs) owning certain revenue metrics: expansion revenue, churn, renewals, etc. How do you determine what revenue metrics your CSMs prioritise? Customer Success Qualified Leads (CSQLs) should be a metric that drives better collaboration between your CS and Sales teams.

Customer Success 52

Customer Success ROI Webinar Metrics 52

GetFeedback

NOVEMBER 25, 2019

Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. One more thing— We recently partnered with TEDx Speaker and CX expert Jeannie Walters to launch a webinar where we discussed how leading brands are measuring CSAT and using these insights to improve the customer experience. Get the Guide.

Customer Satisfaction 293

Customer Satisfaction Apparel Insurance Wireless 293

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. Start Simple With One-to-Many Webinars For organizations looking to augment the role of CSMs through digital means, several strategies can be initiated.

Webinar 52

Webinar Roadmap ROI Touchpoint 52

GetFeedback

SEPTEMBER 24, 2019

Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. Senior-level marketers are also seeking better customer insight, says VoC marketing expert Ernan Roman of ERDM. The webinar covered: Why VoC is a critical pillar in a strong CX strategy.

ROI 150

ROI Webinar Sales Loyalty 150

InMoment XI

DECEMBER 30, 2021

It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars. For example: Q: What Metrics Can You Use to Determine Industry and Organizational Maturity? What are you doing with it?

Webinar 493

Webinar Metrics Touchpoint Customer Journey 493

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. For businesses, AI-powered applications enable time and cost savings, smarter customer services, and efficient CX management, plus reliable, actionable insights that facilitate decision-making. View more episodes of CX Transformed.

Contact Center 52

Contact Center ROI Webinar Metrics 52

Lithium

NOVEMBER 2, 2021

Improved Advanced Twitter Metrics This new release makes advanced metrics easier to access, consistent, and more aligned with native analytics. Time to start seeing actual ROI on your promoted posts. Webinars & Events Some event areas are limited to Khoros customers only. Advanced CX Insights Webinars Watch now.

2021 52

2021 Webinar ROI Events 52

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Measure customer success metrics for meaningful insights. Focus on customer retention and long-term ROI. So why not start right away?

Customer Success 80

Customer Success White Paper Loyalty ROI 80

Alida

JUNE 15, 2018

In a recent webinar , Marcus shared his thoughts on elevating the role of UX teams and the biggest trends shaping the industry. To show value and ROI, you need to speak the language of business, and that means we got to start talking about metrics” Marcus said. Many webinar attendees were curious about speed as well.

User Experience 166

User Experience Webinar Workshop ROI 166

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. What are best practices for measuring ROI when making improvements to the customer journey?

Webinar 54

Webinar Management Touchpoint Customer Journey 54

Uniphore

JANUARY 14, 2022

Why is agent empowerment key to achieving business objectives (ROI and bottom line, contact center metrics, newly defined KPIs)? RSVP for the webinar today! Strategic roadmap to deliver new-age customer experiences. Register Now. 2022 is the year where companies are innovating to thrive and succeed in the service-driven economy.

Roadmap 52

Roadmap Customer Experience Webinar Contact Center 52

Lithium

NOVEMBER 1, 2022

An Interview for Change: How AI and Automation Drive ROI Khoros has been a social care leader for years, but a tool is only as valuable as the one who wields it. Get to the bottom of the best ways to use and prove the ROI of Khoros Care with Khoros product marketing expert Josh Snider. Are you there ROI? Are you There ROI?

2022 52

2022 Roadmap ROI Social Media 52

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. What are best practices for measuring ROI when making improvements to the customer journey?

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. What are best practices for measuring ROI when making improvements to the customer journey?

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Gainsight

MARCH 21, 2023

CS Advisor and Fractional CCO at Growth Molecules, Sonia Leighton, CCO at Arbor Education, and Adam Joseph, RVP of CS EMEA at Gainsight for leading an insightful and engaging conversation. The only way to measure success is to have a clear metric for success. For example, scale and efficiency were key objectives for all attendees.

ROI 52

ROI 2023 Roadmap Metrics 52

Lumoa

APRIL 18, 2023

Due to the sheer volume of tools used and data collected, it has become cumbersome and time-consuming—and sometimes near impossible—to generate useful insights at the pace necessary to stay ahead of the competition. It can feel like an overwhelming task, but once you’ve unlocked insights from that data it can revolutionize your business.

Customer Experience 83

Customer Experience Management Net Promoter Score Insights 83

inmoment

OCTOBER 3, 2018

When it comes to metrics, the human race is a little obsessed. Those of us in customer experience (CX) take metrics even more seriously, and for good reason. CX metrics help us understand our company’s relative position, reinforce expectations and key behaviors in our teams, and quantify our level of impact and achievement.

Metrics 40

Metrics Social Media Measurement ROI 40

Centercode

DECEMBER 22, 2020

Between all the ebooks, reports, webinars, virtual events, and articles we’ve put out in 2020, here are the pieces we think did the best job of helping testing pros succeed in four key areas: increasing efficiency, engaging testers, adapting to changes, and learning from industry leaders. Increasing Efficiency. Other Highlights.

2020 75

2020 2021 Webinar ROI 75

Lithium

SEPTEMBER 7, 2021

Time to start seeing actual ROI on your promoted posts. Published Posts Custom Metric A published posts metric that can be used as part of Marketing Analytics Custom Metric calculations. Integrate Zoom with Community Events Khoros Community Events now supports full integration with Zoom Meetings and Webinars.

2021 52

2021 Webinar Events Social Media 52

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Metrics help separate process that are working from processes that need more fine-tuning.

Metrics 40

Metrics Customer Success Measurement Roadmap 40

Totango

AUGUST 21, 2020

It was a great must watch panel discussion that provides many insights into SAP’s journey to becoming the largest Customer Success implementation world-wide. And then we try to use that data and that insight that we get from our experience platforms and programs, bringing that into Totango to t ake advantage of it in our success processes.

Innovation 116

Innovation Customer Success NPS Reference 116

BirdEye

MARCH 29, 2024

Real estate social media networking groups are specifically designed for professionals in the real estate industry to connect, share insights, and market their listings. Utilizing these networks can significantly enhance your marketing ROI by targeting a more relevant audience.

Social Media 57

Social Media Sales Advertising Connections 57

Lithium

DECEMBER 6, 2022

Beyond surveys: Go deeper than customer feedback These days, top brands are going deeper, digging into conversational data points that customers provide every day, without even being asked, to get more insight into their CX. Deep listening and insights lead the way this year. Download the report today to get the full story. Publishing.

2022 52

2022 Social Media 2023 Roadmap 52

ChurnZero

APRIL 15, 2022

If your Customer Success (CS) teams doesn’t possess ESP, you need tools to identify a customer’s buying signals, usage behavior, and ROI to break the endless cycle of trial and error with your expansion outreach. They don’t want to risk buying additional seats without proof of ROI in case they go unused.

ROI 98

ROI Presentation Metrics Sales 98

BirdEye

FEBRUARY 21, 2023

They also analyze data insights from analytics tools to provide reports and make recommendations on how to optimize the company’s social media presence best. Getting insights into what people are saying can also be a way to engage with your audience. Growing businesses need a dedicated social media manager for several reasons.

Social Media 98

Social Media Management Multi-Channel ROI 98

BirdEye

MARCH 17, 2023

The insights gained from social listening can be invaluable when it comes to making strategic business decisions. Social monitoring keeps brands engaged with their audience while they obtain insights that allow them to deliver better service and experiences. These insights can help inform your marketing strategies for long-term gains.

Social Media 98

Social Media Feedback Insights Brands 98

ChurnZero

MARCH 11, 2020

From these discussions, we were able to gain incredible insights into the root causes of customer churn that informed our strategy from marketing and sales through product and service delivery. Insights from paying customers who have actually used your product often uncover challenges and opportunities that prospective customers can’t.

ROI 52

ROI Customer Journey Mapping Webinar Return on Investment 52

Alida

DECEMBER 22, 2016

We’ve collected 10 of the most insightful predictions that we believe will define not just 2017, but also the years ahead. How smart brands measure customer intelligence ROI. To meet those increasing expectations, marketing leaders are leaning on data for insight—with 44 percent of CMOs saying that they use data to optimize campaigns.

2017 0

2017 E Commerce 2016 Social Media 0

Clarabridge

AUGUST 26, 2015

We looked to three Customer Experience (CX) professionals for tips on how to get buy-in at larger companies: Kim Zieroth, Senior Customer Loyalty Manager at GE Healthcare; Cheryl Cargill, Customer Insights and Text Analytics Leader at GE Power and Water; and Mason Nelder, Director of Social Media and Digital Strategy at Verizon.

CEM 70

CEM Webinar Healthcare Social Media 70

InMoment XI

APRIL 13, 2022

Customer experience (CX) metrics are a CX program’s bread and butter. But it’s not easy—a CX metric score alone can’t create transformation. CX metrics aren’t one-size-fits-all. CX metrics aren’t one-size-fits-all. How are the metrics of field services, retail, call-center, first-contact resolution, etc.

Metrics 260

Metrics NPS ROI Call Center 260

BirdEye

MARCH 24, 2023

Development activities can create opportunities for the sales team, and the sales team can provide valuable insights that inform development strategies. They need to be able to use metrics and analytics tools to track performance and adjust strategies as needed. Building an audience on the platform will lead to more customer insight.

2023 98

2023 Return on Investment Social Media Sales 98