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

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. This means current experience management metrics are insufficient! So, what’s the solution?

Metrics 62

Metrics Management ROI Effort Score 62

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. Contact Center Analytics Best Practices for Maximum ROI Strategic Focus over Isolated Improvements While it’s tempting to dive into the granular details and make quick fixes based on isolated data points, true transformation comes from a strategic focus.

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Your organization may select a metric to use that helps capture how customers are feeling about working with you. Net Promoter Score (NPS).

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

CloudCherry

MARCH 28, 2019

Even better, you can see how each conversation resonates through NPS and CSAT feedback. Connecting CX to ROI. Are you being sold vague intangible ROI metrics or are you given a direct connection between CX and the money? If they were successful, NPS increased. Did a higher NPS drive more revenue?

Insights 231

Insights CEM NPS ROI 231

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. The factors that comprise good CX storytelling are as follows: Operational Metrics.

ROI 52

ROI Net Promoter Score Customer Experience Metrics 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. A formal ROI analysis is easier with cost reduction, so he suggests starting there and then following with growth. . The webinar covered: Why VoC is a critical pillar in a strong CX strategy.

ROI 150

ROI Webinar Sales Loyalty 150

Uniphore

JANUARY 14, 2022

By harnessing the power of conversational AI and automation, businesses can optimize every conversation, increase NPS, improve customer LTV and achieve efficiencies. Why is agent empowerment key to achieving business objectives (ROI and bottom line, contact center metrics, newly defined KPIs)? RSVP for the webinar today!

Roadmap 52

Roadmap Customer Experience Webinar Contact Center 52

ChurnZero

DECEMBER 14, 2022

“This has led to an increase in cross-sells as well as client advocacy which for ClearGov includes references, participation in webinars and events, and case studies.”. Increasing product adoption and customer ROI with thoughtful approaches. Adoption Hero: Cision. Cultivating customer advocates and brand evangelists to drive growth.

2022 98

2022 Customer Success NPS Customer Satisfaction 98

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

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. Higher NPS results in greater customer loyalty, higher customer lifetime value and engagement.

Leadership 52

Leadership Net Promoter Score NPS Webinar 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

Totango

AUGUST 21, 2020

All of the same core data and metrics driving our Totango solution are also shared through SAP4Me. 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?

Innovation 115

Innovation Customer Success NPS Reference 115

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

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

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. Who is looking at those longitudinal metrics? That’s an amazing ROI. If you want to learn more, please join me on our upcoming webinar on September 14 th ?

Customer Journey 52

Customer Journey Management 2022 2011 52

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

Lithium

DECEMBER 6, 2022

Ad Saves and Ad Video Plays have been added to Analytics Ad Metrics. Khoros Care Customer Feedback Coaching Session Collect feedback from your customers with a high level question NPS or CSAT survey, and report on the results in Khoros Care! Webinars & Events Some event areas are limited to Khoros customers only. Publishing.

2022 52

2022 Social Media 2023 Roadmap 52

CustomerSuccessBox

NOVEMBER 24, 2021

ROI of Customer Value. Yet, many Customer Success Managers find it difficult to calculate the ROI (return on investment) of Customer Value. Calculating the ROI requires a consistent method to quantify the value delivered in terms of how much money your solution helped your customers make or save. Talk to your customers.-

ROI 52

ROI Poor Customer Service Social Media Net Promoter Score 52

Totango

SEPTEMBER 22, 2020

You can follow their progress by tracking customer success metrics that accurately measure product usage. The digital transformation of business has empowered customers to favor subscription solutions that offer immediate ROI. Offer Relevant Communications.

Customer Engagement 96

Customer Engagement Engagement Customer Journey Customer Success 96

ChurnZero

MAY 7, 2021

During the webinar, we cover: How to assess where you fit within the stages of Customer Success maturity. If you missed the webinar, you can watch it on-demand. A [Bora]: Some of the easiest automations we have built-in are follow-ups to customer satisfaction surveys like NPS, CES, and CSAT. Q&A Recap.

Customer Success 59

Customer Success Metrics Document Webinar 59

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

CustomerSuccessBox

APRIL 6, 2022

Assigning Metrics That Deserve an “aha” Using analytics to determine what constitutes an “aha moment.” 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.

Customer Success 52

Customer Success Customers Innovation ROI 52

CX University

OCTOBER 30, 2017

He will be featured in a November 15th webinar, Show me the numbers! The upcoming November 15th webinar is free for all registrants and will highlight the problems with current measurement tools used in the CX discipline. Watch the clip below for a preview of the webinar: Media contact: Kelsey Poe.

Consulting 40

Consulting Financial Measurement Net Promoter Score 40

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. Improvements in financial metrics. We worked with a telecommunications provider whose goal was to increase their NPS. Case study.

Customer Service 59

Customer Service Contact Center NPS Financial 59

Thematic

MARCH 29, 2020

The most popular customer feedback surveys are Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys, which are typically sent daily, monthly, quarterly, once or twice a year, depending on how many customers you have and how quickly you iterate. How will you tie customer feedback to those metrics and data sources?

Feedback 111

Feedback E-support Metrics Insights 111

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

Thematic

NOVEMBER 13, 2018

VOC and Net Promoter Score (NPS) go hand-in-hand: by truly understanding your customers and addressing their biggest concerns, by managing your VOC program properly, you should expect your Net Promoter Score to be positively affected. Make sure you choose the right metric , such as NPS, but don’t focus on it too much.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101

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). Subjective external: NPS, customer satisfaction scores (CSAT), customer advocacy and perceived return on investment (ROI). The answer is simple: you need a digital-first strategy.

Customer Success 52

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 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

ChurnZero

AUGUST 30, 2019

We believe that now more than ever it’s imperative that corporate leaders set a high standard in their commitment to Customer Success, and this one metric (churn) is essential to any growing SaaS organization. Pay Attention to Net Promoter Score (NPS). From @jasonlk ‘s playbook for going from $1m to $10M, make NPS a top 3 goal.

Customer Success 40

Customer Success Net Promoter Score 2019 NPS 40

Pointillist

JULY 25, 2018

Success Metrics for the Team. Ultimately, the biggest success metric for the Champion is to be able to show the Executive Sponsor and key Stakeholders that real business value has been gained through the use of customer journey analytics. and delivers meaningful ROI. Success Metrics for the Project. Churn Rate.

Customer Journey 93

Customer Journey Events Metrics Government 93

Pointillist

AUGUST 18, 2021

Quantifying CX ROI Remains the Top Challenge for Third Consecutive Year. The second point from the survey revealed that quantifying the ROI of customer experience is still one of the toughest challenges for CX leaders. Why do you think that quantifying the ROI of CX initiatives is still the number one challenge?

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 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

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. What types of metrics should this role be responsible for. I would not tie anybody’s pay to NPS.

NPS 40

NPS Customer Success Sales Metrics 40

Amity

APRIL 24, 2017

They focus on responding to user inquiries (call and emails), but also spend 20% to 30% of their time on projects to help reduce ticket volume — For example, writing Help Center articles, and conducting training webinars. What metrics do you watch closely? There are so many metrics you can look at in Customer Success.

Customer Success 93

Customer Success Culture Books Metrics 93

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. When it comes to proving ROI on journey management projects, it is critical to have the right level of focus that journey steps can provide.

Measurement 40

Measurement White Paper Customer Journey ROI 40