ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. For more information about this research and how organizations can use it, see Measure Customer-Centricity. 2 Forrester Research, 2012.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

Thematic

DECEMBER 5, 2018

A McKinsey report states that “executive teams that make extensive use of customer data analytics across all business decisions see a 126% profit improvement over companies that don’t” (McKinsey, 2014). Once you know why your happy customers stay and why some leave, you can take the right measures to keep the right customers.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. For more information about this research and how organizations can use it, see Measure Customer-Centricity at ClearActionCX.com.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

Forrester

APRIL 1, 2015

In 2014, TeliaSonera International Carrier (TSIC) engaged Forrester Consulting to help assess its activities around customer experience, and to build a roadmap for their burgeoning CX program. measure CX. Read more Categories: CX Index. customer experience journey mapping. customer experience management.

Customer Journeys 40

Customer Journeys Telecommunications Roadmap Customer Experience Management 40

Gainsight

FEBRUARY 9, 2021

I first became a CS Ops leader in 2014, and I’ve seen time after time the value of the software, enablement, templates, data, and more that I’ve helped provide. Governance has some straightforward value, such as agreeing on a roadmap, alerting stakeholders of upcoming changes, and surfacing redundancies. What do you do ?”

Government 52

Government Roadmap Leadership Customer Success 52

CSM Practice

FEBRUARY 24, 2020

As the name implies, it measures the amount of time a user spends on your platform. In any case, you can use this metric to measure customer engagement with the product or to determine what needs to be improved to deliver on your promises. Defining who an “active user” is a prerequisite for measuring solution engagement.

Metrics 52

Metrics Customer Success Financial Measurement 52

CSM Practice

FEBRUARY 24, 2020

As the name implies, it measures the amount of time a user spends on your platform. In any case, you can use this metric to measure customer engagement with the product or to determine what needs to be improved to deliver on your promises. Defining who an “active user” is a prerequisite for measuring solution engagement.

Metrics 52

Metrics Customer Success Measurement Customers 52

CSM Practice

FEBRUARY 24, 2020

As the name implies, it measures the amount of time a user spends on your platform. In any case, you can use this metric to measure customer engagement with the product or to determine what needs to be improved to deliver on your promises. Defining who an “active user” is a prerequisite for measuring solution engagement.

Metrics 52

Metrics Measurement Customer Success Customers 52

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. She was keen that the tail wouldn’t wag the dog and that the Customer and CX strategy drove measurement and not the other way around. The roadmap process is ongoing and iterative.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

Avaya

OCTOBER 10, 2016

There may be no greater indicator of a company’s value in the eyes of its customers than its Net Promoter Score (NPS)—a measure of the willingness of a customer to recommend a company’s products or services to others. Here’s the Avaya roadmap to establishing a successful culture with better processes and metrics: Change Your Culture.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Roadmap 40

PeopleMetrics

JANUARY 23, 2015

Culture” took home the prize in 2014. We have all the tools for customer understanding and listening in place, what we need now is a way to measure and manage the cultural engagement piece.". Then we can give you a roadmap with clear steps and programs to your goal.

Customer Centricity 48

Customer Centricity Culture Customer Journeys Roadmap 48

Magellan Solutions

JULY 11, 2021

According to “Philippine Roadmap for Digital Startups: 2015 and Beyond” , it aims to generate BPO process providers that call center industry in the Philippines will greatly help the country’s economic growth. This is used in measuring the growth and development of a country’s economy. This Generation’s Population.

Call Center 45

Call Center Tourism Contact Center Industry 45

SurveyGizmo

JULY 13, 2018

In their 2014 article, “Designed with you in mind,” Scott Garrison and Jet Kruith of SKIM describe a case study of a cleaning product that was successful in the U.S. ” These are examples of the very precise, measurable goals for which a brand manager may have responsibility.

Brands 51

Brands Marketing How To e-support 51

Chattermill

SEPTEMBER 4, 2018

NPS can help identify your brand’s advocates, drive your product roadmap, alert you to customers in danger of churning, and which customers you should approach for stories. Slack CMO (2014-2017), Bill Macaitis. Run a Net Promoter Score (NPS) survey: You can’t achieve something unless you measure it.

Net Promoter Score 40

Net Promoter Score NPS Advertising Feedback 40

Qualtrics

MARCH 30, 2021

That’s up from 21% in 2017 and 15% in 2014. Likewise, companies in the top quartile for ethnic diversity were 36% more likely to outperform on profitability – up from 33% in 2017 and 35% in 2014. In 2020’s Diversity Wins , for example, McKinsey discuss the progress of hundreds of companies they’ve been tracking since 2014.

Strategy 26

Strategy How To Competitive Advantage Roadmap 26

SurveySensum

JULY 14, 2020

Founder and Principal at CustCore Consulting, a specialist consultancy firm, Shane helps companies to WOW their customers by unlocking new areas of growth through defining, measuring, and improving customer experience across all parts of their customer’s journeys. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Amity

OCTOBER 31, 2016

Over time I was able to build a relationship with Randy to the point that in 2014, just as he was looking to build out the Customer Success team, he happened to give me a call. And that mentality was already built-in when I joined the team in 2014. It’s amazing for me to have an executive team that is focused on Customer Success.

Customer Success 0

Customer Success Customers Metrics Sales 0

CustomerSuccessBox

JUNE 8, 2022

Q: What should be the KPIs for measuring churn? food grades are not really good at measuring most of the stuff, the important stuff, they don’t have, their leading indicators well?defined, So you can’t really measure, you don’t have specific KPIs for each team. Q: Please introduce yourself.

Management 52

Management How To Effort Score Customer Success 52

Grade.us

JUNE 2, 2020

We don't have a native mobile app, and it's not currently on our development roadmap (our web app is fully responsive and optimized for mobile though). Several customers said they failed to achieve any measurable return on investment for the product, which is extraordinarily painful for retailers due to Yotpo’s tiered pricing.

Software 47

Software Management Net Promoter Score Multi-Channel 47

Influitive

MAY 15, 2015

Proving ROI and understanding how to measure the success of your online community are not only important in order to satisfy the C-suite, but also critical to the long-term viability of your program. If you’ve already developed a resourced roadmap, you’re well on your way. Define your goals and make a plan. Actions tied to revenue.

ROI 61

ROI B2B Roadmap Metrics 61

delighted

APRIL 5, 2019

Once these appropriate changes have been put in place, measure the results of your actions to make sure you’re making the right decisions. Here are some of the most popular customer survey types : Net Promoter Score (NPS) is a popular survey type that measures customer loyalty. Step 1: Identify promoters.

Feedback 44

Feedback Customer Experience How To Effort Score 44