Lumoa

APRIL 28, 2024

Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. In your CX platform dashboard, you can see how your customers behave across all touchpoints and can personalize your interactions with them based on their behavior and preferences.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Wootric

APRIL 22, 2021

Wootric by InMoment, the CX management platform for maximizing customer lifetime value (CLV), has been recognized as a Leader in the G2 Crowd Grid Report for Feedback Analytics for Spring 2021. In addition to being a leader in the Feedback Analytics grid, Wootric was the top-ranked High Performer in Experience Management Software.

2021 52

2021 Feedback Return on Investment ROI 52

2020 Research

JULY 18, 2023

The reason behind this accelerated growth is simple – CX research delivers exceptional return on investment. Time and again, our clients reap big rewards and find success by following a simple formula: Gain a comprehensive understanding of every touchpoint a customer encounters with their brand.

User Experience 52

User Experience Return on Investment Innovation Touchpoint 52

Gainsight

JUNE 27, 2023

By incorporating digital touchpoints and key elements of Digital Success into onboarding processes and throughout the customer journey, organisations can achieve operational efficiency and free up Customer Success Managers (CSMs) to focus on more strategic initiatives.

ROI 52

ROI Events Return on Investment Touchpoint 52

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Two thoughts come to mind: Customer experience can be tied to three areas of specific, tangible returns on investment. That leads to a whole other set of investment opportunities: Cross-functional leadership assignments, coordination and communication to act on next steps. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

BirdEye

JUNE 10, 2021

Of course, there were a couple of reasons why we decided to switch to Birdeye to manage our referral program. We’re able to reach customers on digital touchpoints through automated referral requests that we send via text and email. Despite this limitation, we’ve still managed to generate great results through our referral program.

Return on Investment 98

Return on Investment Reference Touchpoint Marketing 98

Lumoa

JUNE 30, 2022

That’s a limited view because your customers have many different touchpoints with your product and brand over time. Let’s say you’ve managed to handle the other two challenges. How do you establish that customer experience brings a great return on investment? Contact rate. Competing strategic priorities.

Customer Experience 110

Customer Experience Metrics Feedback Insights 110

Comm100

JANUARY 11, 2023

Best of all, bringing all these benefits to a customer service environment comes with significant return on investment. A report by Forrester also showed high interest among workers and managers for the ability of AI tools to improve knowledge work. – Denny Michaud, Customer Relations Manager.

2023 87

2023 Customer Service Healthcare Return on Investment 87

Hero Digital

DECEMBER 27, 2018

No matter the industry, customers expect a frictionless journey across every touchpoint, online and off, as if there were no separation between them. Due to incomplete or fragmented data related to customer touchpoints, some puzzle pieces needed to provide a complete view may be missing.

2019 40

2019 E Commerce E-support Return on Investment 40

Horizon CX

JUNE 10, 2022

A program with a goal such as that can only last so long until the question of return on investment (ROI) arises and it can be proven that a higher NPS score has a direct correlation to improved business outcomes. Forrester at the Sloan School of Management at MIT.

Customer Journey 52

Customer Journey Customer Journey Mapping Net Promoter Score NPS 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Consistently low onboarding ratings might indicate a need to optimize the onboarding process.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

CustomerSuccessBox

JUNE 13, 2022

CSMs may use a comprehensive CI management platform to analyze all data in a meaningful way to identify trends that are repeatable, allowing them to improve their customer success strategies by concentrating on KPIs that affect customer churn. Thus, Customer Success Managers achieve faster ROI and become completely data-driven.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity Customers 52

ClearAction

SEPTEMBER 16, 2016

Welcome from your dealer” and “welcome from your success manager” and similar messages from so many departments might underscore your enthusiasm for the customer, but multiple groups sending onboarding notes, or requesting survey feedback, and so forth indicate broken processes. 5) Process Silos. Next Steps.

Customer Experience 106

Customer Experience Return on Investment Chief Customer Officer Customers 106

SmartKarrot

JULY 8, 2022

Role: Director, Customer Success Location: Remote, United States Organization: Insurity As a Director of Customer Success, you will be responsible for the management of the customer success function for the US Market for the Geospatial Analytics Product Suite. Manage a portfolio of existing customer relationships within the US.

Customer Success 19

Customer Success Return on Investment Document Insurance 19

Confirmit

SEPTEMBER 9, 2018

In our 2018 ACE Award Winners’ Showcase, we share the success stories of over 30 clients to demonstrate how the Voice of the Customer and the Voice of the Employee has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.

2018 40

2018 Insurance Return on Investment 2017 40

NICE inContact

NOVEMBER 1, 2017

Contact centers collect, store, and manage vast amounts of fundamental data to measure things like average handle time, number of calls, agent engagement, and other key-performance indicators. You can move iteratively, process by process, and recognize return on investment steadily as you go.

Contact Center 0

Contact Center Call Center Average Handle Time Return on Investment 0

SmartKarrot

APRIL 18, 2022

Drive employee engagement and a high-performance culture within the teams, ensuring effective performance management, coaching, and development of the teams, and creating an environment where people can excel through accountability, encouragement, and empowerment. Drives innovation, best practices, and process improvement.

Customer Success 19

Customer Success Multi-Channel E-support Advertising 19

NICE inContact

NOVEMBER 1, 2017

Contact centers collect, store, and manage vast amounts of fundamental data to measure things like average handle time, number of calls, agent engagement, and other key-performance indicators. You can move iteratively, process by process, and recognize return on investment steadily as you go.

Contact Center 59

Contact Center Call Center Average Handle Time Return on Investment 59

delighted

DECEMBER 10, 2019

Although investing heavily in customer experience can be quantified with traditional return on investment (ROI) measurements, measuring the true impact of CX resource allocation requires a new paradigm: return on experience (ROX). Expected Customer Experience (CX) impact on loyalty.

ROI 40

ROI Measurement Customer Experience Metrics 40

ChurnZero

AUGUST 13, 2021

How to drive revenue by combining customer data across all touchpoints. Show whoever holds the purse strings, whether it’s your CFO or the head of the department: “This is how much I need to handle 5,000 customers, or we can hire 10 more Customer Success Managers at this cost.” I’m your Customer Success Manager.”

Customer Success 98

Customer Success Webinar Communication Interaction 98

ChurnZero

MARCH 31, 2020

Customer Success Managers don’t want to contribute to email fatigue, but they also don’t want to be silent. Jeremy’s team is heavily reliant on auto-renewals with 18,000 customers managed across nine Customer Success Managers. How do you balance customer communications during a crisis?

Webinar 72

Webinar Customer Relationships Leadership Customer Success 72

CX Workout - Ideas Blog

OCTOBER 3, 2018

Managing the Customer Experience and The Ownership Quotient. So we appreciate you investing some time with us today to talk about this subject which I’ll be honest, is a bit of an odd topic to talk about: “The Most Misunderstood Thing in Customer Experience Design.” Joe, over to you!

Customer Experience Design 40

Customer Experience Design Customer Experience Webinar Return on Investment 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

Managing the Customer Experience and The Ownership Quotient. So we appreciate you investing some time with us today to talk about this subject which I’ll be honest, is a bit of an odd topic to talk about: “The Most Misunderstood Thing in Customer Experience Design.” Joe, over to you!

Customer Experience Design 40

Customer Experience Design Customer Experience Webinar Return on Investment 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

Managing the Customer Experience and The Ownership Quotient. So we appreciate you investing some time with us today to talk about this subject which I’ll be honest, is a bit of an odd topic to talk about: “The Most Misunderstood Thing in Customer Experience Design.” Joe, over to you!

Customer Experience Design 40

Customer Experience Design Customer Experience Webinar Return on Investment 40

CX Journey

MARCH 13, 2019

According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. Image courtesy of CX Network Today I'm pleased to share a guest post by Chanice Henry of CX Network. The model ".uses

Customer Experience 60

Customer Experience ROI NPS Financial 60

ViiBE Blog

FEBRUARY 28, 2022

Live chat increases ROI Research has shown that by implementing live chat , a company can boost its conversion rate up to 20% and receive a 300% return on investment. In turn, it facilitates the development of the company’s knowledge management system.

2021 52

2021 Download E-support 2022 52

CX Journey

DECEMBER 30, 2014

Or are you still wondering why it''s an important tool to have in your customer experience management toolbox? Journeys, Not Touchpoints While it''s important to look at the individual touchpoints, moments of truth, interactions, channels, etc., How ingrained is the customer and his perspective in your company''s DNA?

2014 66

2014 Customer Experience 2015 Touchpoint 66

Currency Alliance

JANUARY 22, 2020

And yet, many loyalty programs are run like barnacles on the side of a business: battling for budget, rather than being nurtured as the core way to engage customers via every channel and touchpoint. Leadership and management: steady progress towards building real customer loyalty. This is disappointing, but understandable.

Loyalty 40

Loyalty Brands Loyalty Programs Rewards Programs 40

ChurnZero

JANUARY 15, 2021

Processes, technologies, people (training and incentives) and channel management must now be aligned and integrated for Customer Success on a massive scale. the internal CSM’s manager) more frequently. The number of integrations between Customer Success platforms and project management tools will also surge.

2021 52

2021 Customer Success 2020 Chief Customer Officer 52

ChurnZero

AUGUST 13, 2021

How to drive revenue by combining customer data across all touchpoints. Show whoever holds the purse strings, whether it’s your CFO or the head of the department: “This is how much I need to handle 5,000 customers, or we can hire 10 more Customer Success Managers at this cost.” I’m your Customer Success Manager.”

Customer Success 52

Customer Success Webinar Communication Interaction 52

LiveChat

OCTOBER 31, 2019

Marketing automation technologies allow you to deliver a highly personalized experience to customers across all touchpoints affordably. By 2020, 80% of businesses will have implemented chatbots for customer service and automation will manage 85% of companies’ customer relationships. Marketing automation.

Loyalty 57

Loyalty Call Center Return on Investment Consumers 57

CX Journey

MARCH 13, 2019

According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. Image courtesy of CX Network Today I'm pleased to share a guest post by Chanice Henry of CX Network. The model ".uses

Customer Experience 32

Customer Experience ROI NPS Financial 32

SmartKarrot

DECEMBER 9, 2020

Role: Director, Customer Success Management Location: Minneapolis, MN, US Organization: Calabrio, Inc. As a Director of Customer Success Management, you will promote a culture focused on industry excellence and superior service. Drive Customer Success Managers to educate customers on new products and releases.

Customer Success 10

Customer Success Return on Investment ROI Leadership 10

SmartKarrot

JULY 13, 2020

Through upsells they are able to increase their return on investment. Through upsells, you are providing more touchpoints and hooks for a customer to sink-in more in your product experience. As a customer success manager, you need to always keep the customer’s interest in mind. For Customers. Upsell Techniques.

Customer Success 10

Customer Success Management Return on Investment Touchpoint 10

COPC

SEPTEMBER 20, 2016

Not only were two third-party vendors involved, but they were managed by different departments at the mobile phone company. Afterwards, the forms were aggregated and analyzed, and the contact center vendor, handset manufacturer who was providing fulfillment, and the two mobile phone departments managing these vendors met to review the data.

Call Center 40

Call Center Customer Satisfaction Document Return on Investment 40

SurveySparrow

MARCH 9, 2024

Notable Features of SurveySparrow The reputation management feature consolidates customer reviews from all review platforms. This way, you can track and manage customer feedback in one place. Collect feedback at specific touchpoints, giving a complete view of the customer journey. for a streamlined workflow.

2024 52

2024 Voice of Customer Touchpoint Social Media 52

ijgolding

JUNE 9, 2015

Ability to plan, implement, and manage change. Identifies and maps major customer touchpoints in the customer experience. An organisation that utilises metrics, measurements and ROI (return on investment) effectively. Ability to recommend initiatives based on customer experience data.

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119