CloudCherry

MARCH 28, 2019

Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. Connecting CX to ROI. Connect CX to ROI – understand how CX improvements affect real business metrics.

Insights 231

Insights CEM NPS ROI 231

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 is the best or most common way to determine the health of your customer touchpoints?

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 is the best or most common way to determine the health of your customer touchpoints?

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Totango

FEBRUARY 28, 2020

At the same time, an effective engagement strategy incorporates much more than 1:1 touchpoints, and considers engagements such as 1:many opportunities, including communities, events, advocacy, and learning. Analyzing customer success metrics. Analyzing Customer Success Metrics. That’s for 1:1 touchpoints.

Customer Engagement 93

Customer Engagement Engagement Webinar Touchpoint 93

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.

Customer Success 80

Customer Success White Paper Loyalty ROI 80

Totango

AUGUST 21, 2020

SC: We defined a customer lifecycle journey and map with associated engagement touchpoints. 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. What data is used?

Innovation 116

Innovation Customer Success NPS Reference 116

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

SurveySparrow

APRIL 11, 2021

Have they attended any webinars or demos? Organize a webinar where you share valuable information with your target market. Sign-up forms on your website and other interaction touchpoints. You can try sharing customized email surveys to sign them up on your website/for your webinars with SurveySparrow. Try it for Free now!

Social Media 98

Social Media Metrics Webinar Demo 98

Lumoa

APRIL 18, 2023

Receiving more precise observations When metrics fluctuate, it’s often unclear what the root cause was. An analytics tool enables you to find the pain points across all of your customer touchpoints, both pre- and post-sale. Learn more about how you can unlock insights from your customer conversations in this on-demand webinar.

Customer Experience 83

Customer Experience Management Net Promoter Score Insights 83

Clarabridge

AUGUST 26, 2015

We recently hosted webinars featuring GE and Verizon , with discussions about activating the voice of customer in the business in order to glean insights, including best practices for getting buy-in. Now, with Clarabridge, her team can back up their insights with hard numbers, statistics, and quantifiable metrics.

CEM 70

CEM Webinar Healthcare Social Media 70

COPC

OCTOBER 13, 2021

You can also watch our State of the Vendor Management Organization webinar , which features leaders from Hilton and USAA discussing their latest vendor management experiences. Metrics unique to chat are: First response time (FRT). As this year ends, it may be time to consider reevaluating your post-pandemic outsourcing strategies.

Contact Center 52

Contact Center White Paper 2021 2022 52

BirdEye

MARCH 29, 2024

Utilizing these networks can significantly enhance your marketing ROI by targeting a more relevant audience. By leveraging these networks, real estate professionals can enhance their online presence, connect with relevant audiences, and increase their marketing ROI. Follow-ups and aftercare can lead to repeat business and referrals.

Social Media 57

Social Media Sales Advertising Connections 57

SmartKarrot

JANUARY 13, 2023

You’ll participate in webinars and the creation of case studies, present at company meetings, and write blogs and articles. Becoming a product expert – you know the organization, players, and their influence on success, and you can communicate ROI to various customer stakeholders. Apply here: [link]. Apply here: [link].

Customer Success 19

Customer Success Touchpoint Customer Journey ROI 19

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 Document 40

QuestionPro Audience

AUGUST 28, 2017

If you missed our Part 2 Webinar – Customer Journey Mapping and Best Practices , we’ve got you covered. Watch the full presentation: Check it out on SlideShare: [Webinar Recap] – Customer Journey Mapping and Best Practices. We usually start off with a single touchpoint. 3 months after a sale? Five to six colleagues.

Customer Journey Mapping 60

Customer Journey Mapping Webinar Customer Journey Touchpoint 60

CustomerSuccessBox

SEPTEMBER 2, 2021

CAC is an important metric for growing businesses to determine profitability and efficiency. In this article, I will explain why the CAC metric is important, how you can measure and improve it. CAC is an important metric when determining customer success. Additional Resources: 7 customer success metrics to track.

Metrics 52

Metrics Advertising ROI Customer Success 52

ClientSuccess

AUGUST 27, 2019

Another aspect we must remember is the ROI being derived from our product or services. . Coupled with the overall customer experience, it makes sense to implement a customer health program and look at the key metrics that drive a customer’s success. Join networks, read blogs, attend webinars, and participate in your local meetups. .

Customer Success 40

Customer Success Culture Books Blog 40

Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. Why is FCR considered so essential? The reason?

Call Center 74

Call Center Metrics Multi-Channel Banking 74

BirdEye

MARCH 4, 2024

When you guide recipients through a storyline specific to their interests over several touchpoints, they pay more attention and interact more than they would with traditional email blasts. Higher engagement People prefer to engage with content that interests or feels relevant to them.

Marketing 109

Marketing Multi-Channel Events Demo 109

SurveySparrow

MARCH 29, 2023

Each of the stages they cross is referred to as a customer touchpoint and can be used to create a delightful experience for your prospective customers. are touchpoints in this stage. Hold the buyer’s attention with the help of podcasts and webinars. The objective should be to maximize your ROI from the customer.

Customer Journey 52

Customer Journey 2023 Customer Journey Mapping Touchpoint 52

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

JULY 25, 2018

Success Metrics for the Team Champion – It is important for the champion to understand thoroughly the value of customer journey analytics as an analytics platform and believe that the regular users have built proficiency to use the platform meaningfully on a regular basis. and delivers meaningful ROI.

Customer Journey 43

Customer Journey Events Metrics Government 43

Alida

NOVEMBER 8, 2017

Having a clear goal and defining success metrics allows each department to identify how they can contribute. My hope is to improve on the strong foundation that has already been laid by sewing together the customer touchpoints and transitions to ensure a seamless customer experience. Absolutely. I’m a bit of a Jack Welch fangirl!

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

Gainsight

DECEMBER 12, 2019

We had a big board meeting this quarter where we not only covered the past quarter’s “state of the union” and metrics, but also plans for the next year. Register for a webinar on how Ashvin prepares his board presentation. ROI: Are customers achieving outcomes from Gainsight? Account Executive (AE) and 2.

2020 11

2020 Net Promoter Score Metrics Presentation 11

eGain Blogs

MAY 18, 2022

In a consumer survey we conducted during the pandemic, 57% of those surveyed reported getting different answers for the same question when they contacted a government agency through different channels and touchpoints. But why is it that we’re still not seeing the ROI that we made those commitments for?

Government 90

Government 2021 ROI Insurance 90

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

Confirmit

MAY 29, 2018

With the right program in place, the Voice of the Customer can directly correlate to business success metrics so it’s well worth the time and effort to connect with customers using the right channel, at the right time. Promote culture change: By driving customer-centricity and cross-functional change. Interesting Links.

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40

Thematic

NOVEMBER 13, 2018

Make sure you choose the right metric , such as NPS, but don’t focus on it too much. And the most common activity for VOC teams is defining customer experience metrics , and this became even more popular [in 2017]. This section is courtesy of our webinar with Lynn Hunsaker. Voice of Customer examples: two success stories.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101