Optimove

MARCH 19, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: What an incredible first day at Optimove Connect 2025!

Connections 52

Connections Marketing CRM Banking 52

West Monroe

APRIL 23, 2023

So, when considering the ROI of change management, companies need to focus not just on the return on investment but also on the other ROI: the risk of incompletion. But here’s the challenge: In most cases the expected upside assumes perfect execution. Want to know how much change management can increase your ROI?

ROI 52

ROI Management CRM Banking 52

West Monroe

APRIL 23, 2023

So, when considering the ROI of change management, companies need to focus not just on the return on investment but also on the other ROI: the risk of incompletion. But here’s the challenge: In most cases the expected upside assumes perfect execution. Want to know how much change management can increase your ROI?

ROI 52

ROI Management CRM Banking 52

TechSee

JULY 10, 2024

Most importantly, today’s augmentation technologies deliver only incremental ROI improvements. The world’s leading telecom operators, like Verizon and Vodafone, have remarkable success stories in leveraging AI agents across the customer lifecycle.

Self Service 124

Self Service Average Handle Time Contact Center First Call Resolution 124

Kayako

DECEMBER 3, 2015

And you know just how powerful delightful customer service experiences can be to drive positive word-of-mouth. But how do you present this to those who are focused on ROI and efficiencies? Maybe you could send over some case studies – like these ! Google is your friend.

Customer Service 120

Customer Service How To Case Study NPS 120

Gravy Analytics

JULY 15, 2019

Location-based competitive intelligence tools might include advertising audiences as well as data on foot traffic to competitor locations, behavioral analytics for competitors’ custom bases, and competitive analytics. Location Data Can Improve Advertising ROI by Up to 600 Percent. Download the case study for more details.

Advertising 68

Advertising Data ROI Automotive 68

Gainsight

JANUARY 17, 2020

A: We prioritize feedback by asking ourselves, “ How does this impact the customer base? ” As an example, a “high-urgency” feature request that impacts very few users is typically not as high-priority as a “low-urgency” feature request that would apply across our entire base. Read their case study here.

Feedback 117

Feedback Roadmap ROI Case Study 117

delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. Let’s get right into it — how customers perceive your brand can influence the success of your business more than ever before. Expected Customer Experience (CX) impact on loyalty. Building your own CX ROI model. Baseline ROI metrics: Customer experience by the numbers.

ROI 40

ROI Measurement Customer Experience Effort Score 40

SurveySensum

DECEMBER 4, 2024

By constantly improving the NPS score, banks can ensure strong customer loyalty, leading to customer acquisition and increased revenue. Suggested Read: Understand NPS Impact on Revenue and ROI. You don’t want your customers overwhelmed or frustrated. This helps businesses connect with a diverse customer base.

Banking 52

Banking NPS Financial Net Promoter Score 52

CSM Magazine

APRIL 25, 2023

Faster service delivery and reduced wait times for customers are crucial in today’s fast-paced world. Case study: Consider a busy café that upgrades its coffee machines to a more advanced model. This not only delights their customers but also sets them apart from competitors who may still be using outdated equipment.

Customer Satisfaction 52

Customer Satisfaction Case Study Government Return on Investment 52

ChurnZero

JULY 9, 2020

Celebrate (and Capitalize) on Success With Case Studies. Case studies are a mutually beneficial way to promote your product and your customer among interested audiences – so long as your features know their place in the story. If they outshine your customer, you’ll lose the reader.

Strategy 64

Strategy Marketing Case Study Effort Score 64

Influitive

AUGUST 3, 2015

The majority of survey respondents (71%) said detailed ROI analyses are becoming an incredibly important part of the buying process. The best way to show ROI is to create case studies showcasing how your advocates are using your products to succeed. Grow Your Customer Base. Cut Your Reference Program.

B2B 66

B2B Report Social Media Marketing 66

Bob Hayes

APRIL 29, 2018

Companies need to get a good return on investment (ROI) from their acquisition campaigns, so the less money they can spend to acquire the same amount of new customers will necessarily contribute to the bottom line. Improve Marketing.

Customer Retention 64

Customer Retention Return on Investment Customers Case Study 64

Bob Hayes

APRIL 29, 2018

Companies need to get a good return on investment (ROI) from their acquisition campaigns, so the less money they can spend to acquire the same amount of new customers will necessarily contribute to the bottom line. Improve Marketing.

Customer Retention 64

Customer Retention Return on Investment Customers Case Study 64

Gainsight

JUNE 11, 2021

Major Takeaways: Sales and Customer Success relationships can be filled with friction. But both teams should be working together to drive more revenue than attacking the customer base separately. Create alignment to generate more revenue for the organization, stronger partnerships, and provide a smoother customer experience.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

CSM Practice

FEBRUARY 24, 2020

As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

ClientSuccess

APRIL 20, 2017

This led to delivering reports via CDs and eventually to the delivering via the Internet, which is what we now refer to as a SaaS or cloud-based model. His career has been mostly about growing and driving adoption and measuring ROI of his customers. He believes if you do this, customers will inevitably grow.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

Confirmit

OCTOBER 18, 2018

Confirmit’s customer engagement model provides the power to listen to the Voice of the Customer, integrate it with financial, operational and free-form text data to generate powerful insight, and take action that will promote customer retention and drive better business decisions. CASE STUDY. Learn More.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

inSided

OCTOBER 1, 2022

Use case library and customer case studies: help customers understand what’s possible and what they can do to drive adoption and upsell. Ultimately, it’s all about building a solid community foundation and training that “muscle memory” within your customer base that community is where you go to find what you need.

Case Study 52

Case Study Effort Score Customer Journeys Study 52

Thematic

APRIL 17, 2024

Customer experience analytics enables you to tailor experiences and offerings to precisely match the preferences of your target audience, outshining competitors who are still making decisions in the dark. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Customer experience analytics enables you to tailor experiences and offerings to precisely match the preferences of your target audience, outshining competitors who are still making decisions in the dark. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Customer experience analytics enables you to tailor experiences and offerings to precisely match the preferences of your target audience, outshining competitors who are still making decisions in the dark. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Amity

JUNE 16, 2014

It enables predictable delivery of customer success. The action of customer success teams is defined by the workflow they follow. A good workflow is contextual, taking into account an integrated view of the customer based on all the data available.

Customer Insights 48

Customer Insights Customer Success Case Study ROI 48

SurveySparrow

APRIL 11, 2021

Lead Scoring: In this, you assign points to leads based on specific parameters. The points are to indicate the leads that are closest to becoming your customers. Based on the points assigned, you will have a clear understanding of what to do with the lead at this point. There are no “perfect” CTA.

Strategy 98

Strategy How To Effort Score Social Media 98

CustomerSuccessBox

JUNE 20, 2022

A customer Success Tool allows you to track the customer’s overall health by giving insights on account health progress, monitoring product adoption milestones, and measuring business outcomes delivered all from one place. The growth phase involves a larger customer base to take care of. Improve user onboarding.

Software 52

Software Customer Success Effort Score Net Promoter Score 52

Eptica

OCTOBER 28, 2016

In the same way that a shop assistant can explain the differences between two outwardly similar products, an agent can potentially upsell to the customer , based on understanding their requirements through a real-time digital conversation. You can read more about L’Occitane’s use of chat in this case study.

Sales 48

Sales e-support Contact Center Abandon Rate 48

ChurnZero

DECEMBER 20, 2019

Leading CS practices are looking for ways to actualize the value proposition into their playbook and maturity model so there is an execution path and narrative for driving ROI and expansion. . . Companies apply the golden rule of business to customers and employees. . High-value outcomes with real ROIs will reign supreme. .

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

inQuba

APRIL 11, 2023

For instance, a customer who hasn’t responded to a WhatsApp message may choose to rather engage through SMS. Feedback gathering through short surveys, thereby supplementing survey and engagement reports, and building up the single view of every customer based upon what is learned about them.

Customer Journeys 52

Customer Journeys Engagement Multi-Channel Infographics 52

Kustomer

JULY 10, 2020

In a world that’s so heavily focused on utilizing digital technology and social media to create convenient experiences for consumers, making your customer service communication lines as simple, seamless and tailored as possible to specific members of your audience is a must. There’s a psychology behind personalized customer service.

Customer Service 52

Customer Service Return on Investment Customer Service Strategies Loyalty 52

CSM Practice

FEBRUARY 24, 2020

As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

Retently

AUGUST 22, 2018

While there can be several reasons for low customer satisfaction in this industry, there are four primary factors that skew the metrics for the sector: Service Polarity: Traditionally, airlines have segregated their customer base into two segments — economy and business class. The 2014 US Consumer Airlines study.

Airlines 73

Airlines Customer Satisfaction NPS Net Promoter Score 73

Amity

NOVEMBER 4, 2016

Now, there is certainly some overhead involved in moderating these forums, but this approach allows for practices to be shared across all accounts and all CSMs and if done correctly, can help to create a true sense of community amongst your customer base.

Data 48

Data Travel Case Study Roadmap 48

Education Services Group

MAY 11, 2018

Folks who know that to improve their bottom lines they need higher touch engagement with their customers — but don’t have the resources to make that a reality. One case study showed that even just a minor increase in human-touch engagement resulted in increased customer software subscription renewals.

Customer Success 40

Customer Success Engagement Customer Journeys Case Study 40

NobelBiz

JULY 9, 2024

Outbound Lead Generation Call Center Outbound lead generation call centers proactively reach out to potential customers through cold calling, email campaigns, and social media outreach. This approach helps in expanding a company’s customer base and tapping into new markets.

Call Center 52

Call Center Multi-Channel Contact Center Social Media 52

ChurnZero

FEBRUARY 26, 2021

At a high level, Customer Success often focuses on adoption, retention, and expansion, which is a full-time job in and of itself. Generally, the [CSM’s] sentiment is ‘I don’t want to ask my customers for another favor. I’m trying to build a relationship with them.’”. Sales is driven by the latter, but Product is driven by the former.

Customer Success 59

Customer Success Company Management Roadmap 59

Thematic

MARCH 27, 2024

Step 3: Customer Segmentation Based on Risk Not all at-risk customers are at the same stage of disengagement. Segmenting your customer base by risk level allows you to tailor interventions and resources effectively. Consider using weights to emphasize the relative importance of certain factors.

Effort Score 62

Effort Score Analysis Feedback Net Promoter Score 62