InMoment XI

AUGUST 16, 2024

InMoment’s platform is proven to combine expert services with award-winning technology to provide you with a solution that will give you the fastest ROI, according to the G2 Crowd Repor t. InMoment has created a digital transformation roadmap to help you create successful digital experiences in your organization.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

CX Journey

NOVEMBER 6, 2014

What This Means for VoC / CX In-house customer experience teams face a similar dilemma when deciding whether or not to hire a vendor or consultant and to what degree. Bear in mind that often the purchase of a consultant''s time comes equipped with their expert use of various VoC and CX tools. Does your team have an evangelist?

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

West Monroe

OCTOBER 18, 2023

Two years ago, I wrote about why you should demand ROI from consulting partners. In today's environment, achieving that ROI might require a different approach and for many reasons. How the ROI landscape has shifted 1. This means crafting not just a static plan but building a roadmap that evolves with the market.

ROI 59

ROI Roadmap Resources Survey 59

Michelli Experience

JULY 25, 2017

In the case of Mercedes-Benz leadership, that vision was shared both through words and in the form of a visual roadmap. While consulting at Mercedes-Benz, I watched this willingness to verbally commit to a course of action build incredible trust with employees and dealer partners. Make Promises in Keeping with that Vision.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

ClearAction

DECEMBER 19, 2014

Customer Experience Maturity Roadmap. Customer Experience ROI Trajectory. Customer Experience Strategy Consulting. Let's discuss your goals for this area: The post Shared Vision is Essential for Customer Experience Strategy appeared first on Customer Experience ROI Enablement. Customer Experience Jenga.

Strategy 116

Strategy Customer Experience ROI Sports 116

Gainsight

OCTOBER 14, 2022

“What is ROI? These are just a few of the questions that customer success (CS) experts explored in a recent episode of CS Essentials by Gainsight: Talking About ROI , a Success League Radio production. According to Van Lew, this cyclical nature of transforming customer pain points into successful outcomes is key to proving ROI.

ROI 52

ROI e-support eBook Roadmap 52

Gainsight

SEPTEMBER 8, 2021

Thankfully, the ROI calculation for CS Ops is simple: If you were to improve your retention by 5%, your expansion by 5%, or your account coverage ratios by 5%, how much would you earn or save? These other teams sometimes have the skills to be true thought partners and business consultants, taking that pressure off of CS leadership.

Marketing 105

Marketing ROI Leadership Analysis 105

Alida

NOVEMBER 8, 2017

Beyond professional services and customer success, you also have experience in product management, education, support and consulting. Then one day a consultant from our ERP vendor came onsite to hold a workshop. What’s on your roadmap for customer initiatives at Vision Critical? We are truly nothing without our customers.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Integrity Solutions

NOVEMBER 29, 2022

Here’s the cold hard truth about sales training ROI: While companies around the world continue to invest billions in sales enablement initiatives every year, most of these organizations cannot trace any tangible improvements in the key metrics that matter to their investment in those initiatives. How to Determine Sales Training Metrics.

Training 86

Training Metrics Sales ROI 86

BirdEye

APRIL 11, 2023

BCG matrix The Boston Consulting Group’s product portfolio matrix, often called the BCG matrix, is similar in appearance to a SWOT analysis. With a well-crafted strategic plan in place, you’ll have a roadmap to success and a way to monitor your progress along this exciting journey. Otherwise, your analysis will be too broad.

Examples 98

Examples Strategy Analysis ROI 98

ECXO

DECEMBER 26, 2023

Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. The goal is for you to begin developing your roadmap by the time you finish reading this book. The books are not in order of preference; all are very good.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

ClearAction

DECEMBER 31, 2016

Scrutinize loyalty/retention and other efforts for win-win, mutual value and ROI — from the customer’s viewpoint. Consult the journey map regularly when creating or adjusting anything. Customer Experience Maturity Roadmap (10-part series). Adjust policies in customers’ favor. Investors want consistency.

Customer Experience 81

Customer Experience Customer Journeys Roadmap Customers 81

SurveySensum

JULY 14, 2020

Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. Ian Golding – Customer Experience Consultant, Speaker, Author, Blogger. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Centercode

JANUARY 22, 2021

But they’ve invested so much time and energy into continuing customer research and testing that their roadmaps align with where their customers are naturally headed. At every step of the way, they’re consulting customers and refining their roadmap, adding or improving features, and cleaning up design.

How To 59

How To Roadmap User Experience Return on Investment 59

Gainsight

APRIL 26, 2019

In the “final frontier” there isn’t a roadmap to follow. Hires from Support or Account Management exclusively; reliant on “rock stars” May also hire from management consulting, customer domain, product or other areas. Captain Kirk would overcome any challenge through sheer will and indomitable optimism.

Leadership 79

Leadership Customer Success Roadmap Conference 79

Amity

OCTOBER 3, 2016

Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. They demand to see measurable business results and clear ROI from their investment in technology. Amity looks at CSM from the perspective of the tools and platforms CSMs need.

ROI 76

ROI System Roadmap Measurement 76

CSM Magazine

MARCH 16, 2023

This consultative solution engages all levels of a contact center to uncover process breakdowns and areas ripe for technological transformation. Additionally, the costs of the Impact Analysis work are rebated to clients that choose to move forward with the study’s recommendations, helping to drive immediate ROI. over five years.

Contact Center 52

Contact Center Analysis Financial Consulting 52

CustomerSuccessBox

SEPTEMBER 4, 2019

The Product team to know the product roadmap and also to give feedback about the product if you have got any from the customers. You also decide on the metric for success so that you can quantify the ROI of the project further down the line. The Support team to know the status of the tickets raised by clients and escalate if needed.

How To 78

How To Roadmap Customer Success Training 78

Thematic

MARCH 27, 2023

Thirdly, you need to have a strategy in place to be able to uncover opportunities, act on them, and showcase ROI to your stakeholders. Once you’ve embedded an Insights to Action framework in your organisation, you can start demonstrating ROI for your CX initiatives, enabling greater buy-in from your leadership team and C-Suite.

Tips 71

Tips Customer Centricity Feedback Social Media 71

Innovative CX

JUNE 22, 2021

All the journey mapping, webinars, ROI discussions, surveys and strategies won’t instantaneously create a better experience for your customers. In a few sentences, I’ve given you the CX strategy for your organization and a roadmap to achieve it. No consultants. I’m beginning to think I know why. So, there it is. No conferences.

Customer Experience 69

Customer Experience Chatbots Conference Customer Journeys 69

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. The post 3 Ultimate Factors of Business Performance appeared first on ClearAction Customer Experience Consulting.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

Alida

SEPTEMBER 22, 2016

Heidi Martin, strategy and insights consultant at Art Gallery of New South Wales, said that CX pros need to drop their preconceptions about the customer journey. To launch an insight community successfully requires strategic planning, such as gathering stakeholder buy-in and consulting brand guidelines.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Amity

JULY 10, 2017

As the CEO of a Customer Success consulting firm, I get to work with many Customer Success teams. They talk about what they did, what usage and support cases trends they see or what the product roadmap is - instead of having an exchange or interaction, otherwise known as a conversation. Nils Vinje , Glide Consulting.

Self Service 63

Self Service Metrics Roadmap ROI 63

ChurnZero

FEBRUARY 26, 2021

To bridge that gap and drive goodwill across the organization, Sana recommends incentivizing CSMs for not only driving ROI for their book of business but also for other internal functions. That’s been very effective and the best way we’ve gotten the customer voice into the roadmap for such a use case-based product,” says Amanda.

Customer Success 59

Customer Success Company Management Roadmap 59

Natalie Petouhof

OCTOBER 12, 2016

SIs use gaps to create a long- and short-term road map, emphasizing low-hanging fruit and large ROI. Create strategy and technology roadmap  . Enterprise Service Providers / System Integrators / Management Consultants:  . Boston Consulting Group . SIs often incorporate organizational change management. Capgemini .

Customer Journeys 40

Customer Journeys Customer Experience Ecommerce Consulting 40

Amity

MAY 6, 2018

Take these goals and lay them out on a defined roadmap. The roadmap starts from day 1, moving through go-live, driving user adoption after and then analyzing ROI. Emails to customers should come from the consultant and never from a no-reply address to keep that quality alive.

Self Service 96

Self Service Training Customers Roadmap 96

Think Customers

DECEMBER 13, 2021

Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace. With a broad understanding of what is possible and what is pipe dream, leading CX consultants can help your team identify quick win opportunities that will deliver substantial CX improvements.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Gainsight

JUNE 11, 2021

ONE Powerful Word That Can Transform Your Customer Relationships with the incredible Nils Vinje, Founder and CEO at Glide Consulting and 30 Day Leadership. Leverage by identifying roadmap initiatives, progress against them, identify whitespace opportunities and feed content to other business systems to enrich the customer.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

Lithium

DECEMBER 6, 2022

Community ROI: Embracing Humanity’s Desire to Help why would any customer spend their valuable time and resources answering strangers' questions on an online forum?For Communities. For some community managers, this question isn’t of massive importance. Available On-demand.

Social Media 52

Social Media Roadmap Trends Hospitality 52

Confirmit

MAY 29, 2019

Even inside brick-and-mortar stores, 82% of shoppers consult their smartphone regarding purchases they're about to make. She is a regular webinar presenter and speaker at Market Research events, providing guidance on key MR topics such as creating engaging surveys, generating ROI, and the role of automation. Paul Quinn, Sr.

Consumers 40

Consumers Hospitality Roadmap Travel 40

Innovative CX

MARCH 24, 2023

In the latest “National Customer Rage Survey”, conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. No consultants. Bad customer service is our new normal? Nope, not on my watch. So, there it is.

Customer Service 52

Customer Service Chatbots Conference Customer Journeys 52

Gainsight

SEPTEMBER 28, 2022

The software world is chock-full of models, frameworks, schemas, configs, processes, workflows, journeys, blueprints and so many other business-planning growth strategies that make every business consultant’s mouth water. Have clarity and reasoning behind your roadmap. ” Pun intended. How to keep things simple.

How To 52

How To Roadmap NPS Fashion 52

Confirmit

MAY 16, 2019

Even inside brick-and-mortar stores, 82% of shoppers consult their smartphone regarding purchases they're about to make. She is a regular webinar presenter and speaker at Market Research events, providing guidance on key MR topics such as creating engaging surveys, generating ROI, and the role of automation. Paul Quinn, Sr.

Consumers 40

Consumers Hospitality Roadmap Travel 40

West Monroe

MARCH 14, 2024

Our mission has always been clear: to help companies navigate these complexities and emerge stronger, leveraging technology and data to drive real financial gains and ROI. Featured Content Achieving ROI today requires speed, value, and adaptability Read More Our commitment to delivering results is reflected in every client engagement.

Data 40

Data Banking ROI Financial 40

NetBase

OCTOBER 29, 2018

Fully Understand Social Conversations and Drive Your Business with Demonstrable ROI. Dhara Naik , Social Media Strategy Lead, AbelsonTaylor shared 8 simple rules for showing ROI through social listening and driving business results. The NetBase Roadmap – Skating to Where the Puck Is. And secrets revealed on Day 1….

Brands 60

Brands Social Media Analytics Conference 60

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. . . C S will also be operationalized by segment, with more technical consultants for smaller segments, etc. .

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

Amity

MAY 6, 2014

Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. They demand to see measurable business results and clear ROI from their investment in technology. Pam looks at CSM from the perspective of the tools and platforms CSMs need.

ROI 48

ROI Customer Success System Roadmap 48