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Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests

ECXO

ROI Analysis: Calculating Value Beyond Costs A feature’s return on investment is not limited to direct financial gains. It encompasses customer retention, market competitiveness, and operational efficiency. ROI Indicators to Measure: Will the feature reduce churn or attract new customers?

Feedback 391
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How to tie Customer Success into your CEM program

CloudCherry

And, this week on ‘The Sweets of CX ’, I dove in to my first episode as a solo host, and was honored to interview a friend and colleague who’s ALL about his customers, Mike Miller – Director of Customer Success at CloudCherry (now Cisco). So, what Brand has wowed our Customer Success Expert? Fancy that!

CEM 195
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A New Take on ROI: Reduce Failure Demand to Save on Business Cost

InMoment XI

My name is Ton Luijten, Customer Success Director + Data Science Lead in APAC—and in this post I’ll help you unlock a new take on ROI —through failure demand. When we manage client programs at InMoment, return on investment (ROI) is always top of mind.

ROI 370
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Guest Post: How to Design a Customer Success Program That Works

ShepHyken

In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams. What does a “well-designed customer success program” even look like? So, how does your CX team rise to the occasion?

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Five unconventional customer success interview questions: why to ask them, and how to answer.

ChurnZero

The goal of any customer success interview is to determine if a role is a mutual fit. But aside from the usual suspects, there are plenty of more creative customer success interview questions to get to the heart of a CS candidates experience. How has it shaped your approach to customer success?

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Customer Experience vs. Customer Success: Are They the Same?

ChurnZero

It’s not uncommon to find it difficult to grasp the concept of Customer Experience vs. Customer Success. For some, the Customer Experience definition is not that different from the one for Customer Success. So, are Customer Experience and Customer Success really the same?

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Beyond the Ask: A Practical Guide to Deciding Which Customer Feedback to Act On

eglobalis

What may seem simple to a customer often has hidden complexities that make it unworkable or too costly to implement. Would a workaround or alternative solution better suit the customer? Gauge the ROI of the Feature Next, determine the potential return on investment (ROI) for the requested feature.

Feedback 486