Gainsight

MARCH 9, 2022

Instead, they use digital-first tools and strategies: One-to-many approach: Assisting customers via email, in-app notifications and guides, webinars, videos, and knowledge base content. To succeed with digital-led customer success, it is no longer enough to use metrics only to measure the final results. Net Promoter Score (NPS).

Metrics 105

Metrics Customer Journey Net Promoter Score NPS 105

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. Watch the webinar to get the full inside scoop! Find out the other secrets to winning these moments when you watch the webinar!

Webinar 493

Webinar Metrics Touchpoint Customer Journey 493

CX University

OCTOBER 30, 2017

He will be featured in a November 15th webinar, Show me the numbers! Bridging the gap between CX measurement and real financial outcomes. “A The new consulting services are divided into two types: CX Return on Investment Measure and the Customer-Centric Business Intelligence (BI) System. Chief Marketing Officer. CX University.

Consulting 40

Consulting Financial Measurement Net Promoter Score 40

Kitewheel

SEPTEMBER 16, 2019

With increasing demands from executives, customers, and even from employees to improve customer experience, your team needs a powerful strategy to prove ROI from CX investments. To solve this, leaders need to implement a journey step focused measurement framework. But none of this is easy. Data is the First Step .

Measurement 40

Measurement White Paper Customer Journey Document 40

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

Totango

AUGUST 21, 2020

As mentioned in the Webinar, we are also enabling partners on the playbook and methodologies to drive like experience. Q: How has the impact been on your NPS, CSAT … customer loyalty since this transformation and using CS platform? Q: How did you or going to measure the success of this transformation? We are 18 months in.

Innovation 115

Innovation Customer Success NPS Reference 115

Wootric

DECEMBER 21, 2018

These three questions will start the right conversations to choose the perfect NPS software for your company. Using Industry Benchmarks to Set a Good Net Promoter Score (NPS) Goal. The power of NPS is in the ‘why’ behind your score. Honorable Mention: The Easiest Way to Improve Onboarding: Measure Customer Effort.

Net Promoter Score 56

Net Promoter Score 2018 Blog Article 56

CX Workout - Ideas Blog

OCTOBER 3, 2018

Thank you so much for joining us for today’s webinar. Briefly, at CX Workout we provide a combination of software, research services, and design consulting to help our clients achieve measurable results in about half the time over traditional methods. We’ll talk a bit about design thinking, ROI, and prototyping.

Webinar 40

Webinar Presentation 2002 Consulting 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

Thank you so much for joining us for today’s webinar. Briefly, at CX Workout we provide a combination of software, research services, and design consulting to help our clients achieve measurable results in about half the time over traditional methods. We’ll talk a bit about design thinking, ROI, and prototyping.

Webinar 40

Webinar Presentation 2002 Consulting 40

Totango

AUGUST 8, 2021

You can follow their progress by tracking customer success metrics that accurately measure product usage. Ongoing, personalized engagements , whether webinars, face-to-face interactions or digital communications and messaging , are a crucial component of successful onboarding and adoption.

Customer Engagement 118

Customer Engagement Customer Success Engagement Customer Journey 118

Totango

SEPTEMBER 22, 2020

Just as resource companies have boosted yields and increased prospect success rates through the adoption of increasingly accurate scientific measurements, striking gold in customer success has become a product of data and observation. You can follow their progress by tracking customer success metrics that accurately measure product usage.

Customer Engagement 96

Customer Engagement Engagement Customer Journey Customer Success 96

CustomerSuccessBox

APRIL 6, 2022

Instead, customer success teams can set up a system for measuring and grading client accounts to see if they’re ready for an aha moment (such as a free service or gift) and what the ROI will be. Inviting customers to webinars and events. Do frequent CSAT and NPS surveys to monitor the responses and take corrective actions.

Customer Success 52

Customer Success Customers Innovation Document 52

ChurnZero

JULY 9, 2020

Spread Wisdom With Webinars. Webinars are often thought of for top-of-funnel lead generation and nurture, but they can be just as effective for customer marketing. For tactical-oriented webinars that show how to use functionality, measuring their impact is rather straightforward with product usage data.

Marketing 64

Marketing Webinar Reference Events 64

Experience Matters

OCTOBER 18, 2017

Rather than re-writing my answers, I decided to share a webinar that I recorded a few years ago. This is a great primer on NPS. You should also check out Temkin Group’s VoC/NPS Resource Page for current data and more advice on how to use NPS. In particular, read My Latest 9 Recommendations For NPS.

Net Promoter Score 77

Net Promoter Score NPS Webinar Customer Experience 77

Gainsight

MAY 13, 2020

We wrote about our process here and we are hosting a follow-up webinar dedicated to our Risk Management approach with Gainsight customer FinancialForce. . Gainsight is the tool that lets you bridge that gap” Everyone knows that retention is a measure of product-market fit BUT retention is a lagging indicator.

Roadmap 59

Roadmap ROI NPS Customer Success 59

SurveySparrow

JULY 17, 2019

A brilliantly designed customer experience management software would also help you recognize customer trends, identify at-risk customers, measure customer satisfaction, scale customer loyalty, and more. NPS software of SurveySparrow enables you to predict the loyalty of your customers and how likely they are to refer you to their friends.

Customer Experience Management 55

Customer Experience Management 2019 Customer Experience Management 55

InMoment XI

APRIL 13, 2022

NPS, CSAT , and CES have historically been the main tools every program utilizes to have a systematic way of establishing a voice of customer (VoC) source and leveraging those findings to improve customer experiences. Let’s say your organization leadership is focusing in on NPS—where you are, what drives it, and so on.

Metrics 260

Metrics NPS ROI Call Center 260

ClientSuccess

OCTOBER 10, 2017

While it can be tempting to just track overarching metrics that measure high-level numbers and sentiment levels, it’s actually critical to look at individual metrics at every stage of the customer lifecycle. This is where ROI and monetary impact need to be clearly communicated from both sides (the client and the CSM).

Metrics 40

Metrics Customer Success Measurement Roadmap 40

Qualtrics

SEPTEMBER 23, 2019

Guest speaker Faith Adams, Senior Analyst from Forrester, discusses this in more detail in our recent webinar on modernizing the patient experience. Below are her 3 answers to common patient experience problems… Watch the Webinar: Modernizing Patient Experience. Its NPS went up double digits, too, as a result.

Net Promoter Score 20

Net Promoter Score Webinar Leadership Metrics 20

inmoment

OCTOBER 3, 2018

We measure our weight, height, IQ, wealth, and now our followers on social media. It’s easy to get stuck on what your measuring. This method causes a disconnect in the relationship between customer listening, CX improvement, and ROI understanding. When it comes to metrics, the human race is a little obsessed.

Metrics 40

Metrics Social Media Measurement ROI 40

ChurnZero

AUGUST 23, 2019

To talk about this newer role and shed some light on the evolution of Customer Success Operations and how it can impact SaaS businesses, we hosted a well-attended webinar earlier this week with Jason Conrad from the Customer Imperative. Say- in the next 90 days we’re going to implement an NPS process. So, time box it. Don’t do that.

NPS 40

NPS Customer Success Sales Metrics 40

Waypoint Group

OCTOBER 7, 2015

It’s very tempting to be lured by the question, “How does our NPS compare to our competitors?” Shouldn’t the whole purpose of understanding how likely a customer would be to refer you, be to measure your company’s ability to deliver a product/service that meets (or exceeds) customer expectations? after you’ve completed a survey wave.

Customer Success 40

Customer Success 2015 Reference ROI 40

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. Labels house the type of content, or in other words - if it’s a thought leadership article, a product update, best practices, or webinars. Measures the utilization of the licensed accounts. Here's how you use these.

Leadership 52

Leadership Net Promoter Score NPS Webinar 52

CX Workout - Ideas Blog

OCTOBER 3, 2018

Thank you so much for joining us for today’s webinar. Briefly, at CX Workout we provide a combination of software, research services, and design consulting to help our clients achieve measurable results in about half the time over traditional methods. We’ll talk a bit about design thinking, ROI, and prototyping.

Webinar 9

Webinar Presentation 2002 Consulting 9

SurveySparrow

MARCH 26, 2021

If you see that industry A has a higher ROI than industry B in terms of a particular messaging, then keep using those settings and extrapolate them accordingly. . #7 Prospects like them should be given case studies, tutorials, webinars, demos, etc. Winding up. .

Marketing 52

Marketing White Paper Advertising Airlines 52

SmartKarrot

JANUARY 20, 2021

Build and implement a program to help customers deploy Lockstep’s best practices and get the maximum ROI from their investment in Lockstep. Measure and increase the volume of sales opportunities originated from service delivery. Meet and exceed KPIs for retention, customer NPS, and banking product activations.

Customer Success 10

Customer Success Banking ROI Webinar 10

inmoment

JULY 13, 2020

Customer experience (CX) programs can usher in meaningful transformation, a more robust bottom line, and a better experience for customers, yet proving all of this ROI can be challenging for the CX teams and practitioners helming such efforts. Want to learn more about CX ROI, governance for success and more?

ROI 52

ROI Net Promoter Score Customer Experience Metrics 52

CSM Practice

DECEMBER 4, 2020

Now most companies have a health score; Most customer success teams develop a health score and I talk a lot about it in my podcasts and webinars that I do throughout the year, how a customer health score in its designation is a very internal type metric. We went against the NPS for that specific customer. Is my customer healthy?

NPS 69

NPS Customers Customer Success Measurement 69

Totango

SEPTEMBER 1, 2020

Research by Deloitte shows that personalized customer experience is now just as important to customer decision-making as speed of service and ROI. Pay Attention to NPS and Close the Loop. Pay Attention to NPS and Close the Loop. Net promoter scores (NPS) can reveal a customer’s current opinion of your product.

Net Promoter Score 104

Net Promoter Score NPS Seminar ROI 104

SurveySensum

SEPTEMBER 8, 2023

This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. Yet most businesses struggle to move beyond measuring their NPS.

NPS 52

NPS ROI Social Media Banking 52

inQuba

SEPTEMBER 6, 2022

Customer Journey Management (CJM) is a well-known capability but seems to have a reputation for consuming a lot of energy (and dollars) while delivering a distant ROI. Unfortunately, their tools are often opaque (customer surveys, CSAT scores, VOC projects), and there’s the understanding that moving an NPS score does not happen overnight.

Customer Journey 52

Customer Journey Management 2022 2011 52

Thematic

JANUARY 27, 2019

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. We worked with a telecommunications provider whose goal was to increase their NPS. The majority of staff comments had a positive impact on their NPS.

Customer Service 59

Customer Service Contact Center NPS Financial 59

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. And if you’re able to manage it as a living, breathing organism, then you will see measurable, demonstrable change.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

Gainsight

MAY 3, 2020

During this webinar we focused on three ways to drive this alignment: Product Analytics and Customer Context . User Sentiment : NPS, Ratings, Release/ Feature-specific feedback to capture results/ outcomes/ ROI . Increased needs of ROI for the customers. In-App Guides/Survey. Definition of success towards retention.

Customer Success 59

Customer Success Roadmap ROI Sports 59

Stella Connect

JANUARY 4, 2022

OKRs can also help improve product testing, customer training webinars, corporate content, employee coaching and training programs, help center resources, and customer experience design. Measure program outcomes. OKRs help agents see the big picture and where they fit in. Clarify expectations at all levels.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

Stella Connect

APRIL 17, 2018

Showing agents how they compare with the overall team on a particular performance measure makes them more amenable to coaching and more invested in improving their performance. Measure program outcomes. We recommend using all these indicators, along with real-time customer feedback , NPS , and other measures of customer satisfaction.

Customer Service Training 62

Customer Service Training Customer Service Contact Center Customers 62

Pointillist

JULY 25, 2018

and delivers meaningful ROI. You will need to establish metrics for measuring the success of employee training. One of the most powerful benefits of using customer journey analytics is that it connects individual customer behavior to important quantitative metrics and KPIs that you and your business are measured by. Churn Rate.

Customer Journey 93

Customer Journey Events Metrics Government 93