Experience Investigators by 360Connext

SEPTEMBER 5, 2023

HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? Marketing and sales are the primary focus. They track sales, revenue, EBITDA, and profits, among other health measurements. So I asked, “What does that mean?” Short answer: It’s a marathon and not a sprint.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

Experience Investigators by 360Connext

FEBRUARY 18, 2025

Related resource: Customer Experience ROI: Tying CX Investments to Business Success Identifying Signs of a CX Problem You can monitor several CX and operational metrics to understand if you have a CX problem. Look at their usage and behavioral analytics.

Customer Experience 143

Customer Experience How To Self Service Effort Score 143

GetFeedback

MAY 13, 2019

Companies need to capture feedback at every opportunity—everything from a sigh during a training session, to a question during a sales demo or a ticket to your support team, should be noted. Teams such as Sales, Support, Success, Implementation, and Marketing all need to be able to submit this data into a common process.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

GetFeedback

OCTOBER 14, 2019

Similarly, instead of just focusing on the customer’s interactions with support, CX covers how they interact with marketing, sales, and any other customer-facing aspects of your company. Oftentimes, this is because it can be difficult to get momentum behind initiatives that require more effort to prove the ROI. Outdated documentation.

Customer Experience 220

Customer Experience How To Knowledge Base Metrics 220

GetFeedback

JANUARY 12, 2020

Research from McKinsey suggests that the best ROI on CX improvements come from improving the end-to-end journey: . CustomerThink CX research finds that more Winning CX programs–those claiming tangible ROI or competitive advantage–focus on creating a distinctive or “signature experience” such as the Southwest example I’ve shared.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Experience Investigators by 360Connext

JULY 7, 2020

If you see a poster on a wall, an outline in a company handbook, or any other sort of static document that gets created and then spends its time collecting dust… then you might think journey maps are a waste of time. . But journey maps done right aren’t static documents intended to be created and then ignored.

Customer Journeys 208

Customer Journeys Handbook Tools ROI 208

Storyminers

JULY 10, 2017

The customer experience investment starts at the manager and sales associate level. If companies tried to determine the ROI for each associate, they could not only ascertain their true worth, but could better compensate and retain excellent associates, and therefore have much higher revenues and profits. Click To Tweet.

Customer Experience 145

Customer Experience Retail ROI Loyalty 145

InMoment XI

SEPTEMBER 3, 2024

Demonstrate Return on Customer Service Investment Conversation analytics provides businesses with tangible evidence of the customer experience ROI from their efforts. Sales Process Improvement Organizations can gain valuable insights into the most effective sales techniques, objection-handling strategies, and customer pain points.

Analytics 195

Analytics Data Social Media Average Handle Time 195

InMoment XI

JUNE 5, 2024

Document level text mining/NLP – Supporting all industry-standard NLP functions, including classification (via ml models, boolean queries, or against pre-trained taxonomy based on Wikipedia categories), NER, theme/concept extraction, sentiment measurement, summarization, intention, effort, and emotion measurement.

Analytics 195

Analytics Effort Score Social Media Innovation 195

Customer Bliss

MAY 16, 2017

It began to became a unifying topic as opposed to normal silos like product, deployment, sales, etc. FIS had a situation where some of their software implementation required weeks and hundreds of pages of static documents. Eventually the customer experience side got it down to an online document library and less than a few days.

Chief Customer Officer 0

Chief Customer Officer ROI Financial Insurance 0

Confirmit

JANUARY 8, 2020

The Confirmit ROI calculator enables Customer Experience professionals to measure the potential benefits of implementing a VoC program in their organization. Calculate your ROI. What Can I Measure With the ROI Calculator? Lower Cost of Sale. Get an ROI Consultation. Calculate the ROI for your CX activities.

ROI 52

ROI Self Service Customer Experience Professionals Financial 52

Influitive

MAY 15, 2015

If you were to ask a group of community managers what keeps them up at night, you’d likely hear the same two or three concerns at the top the list: engagement , lack of resources and, of course, ROI. The problem is, many B2B community managers are unsure about how to get started. Define your goals and make a plan. Look at the numbers.

ROI 61

ROI B2B Roadmap Metrics 61

Pointillist

MARCH 20, 2019

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? You need the quantitative ROI to make a strong business case and obtain approval for continued investment.

ROI 59

ROI Customer Experience Self Service How To 59

Oracle

MARCH 23, 2018

But now, CPQ solutions have evolved to become easy to use, easy to implement, and instrumental in achieving high levels of productivity and ROI. Today’s CPQ market consists of companies in various industries such as insurance, automotive, travel, and financial services, who use the tool to achieve high levels of ROI.

Automotive 97

Automotive ROI Software System 97

BirdEye

NOVEMBER 22, 2024

Client communication: Missing a potential buyer’s inquiry can cost a sale. AI analyzes market trends, comparable sales, and buyer behavior to optimize listing prices and marketing approaches, helping agents position properties effectively. This ensures properties maintain visibility while agents focus on closing deals.

Tools 52

Tools Marketing Social Media Multi-Channel 52

LiveChat

AUGUST 26, 2019

It displays how many chats your agents are handling at the moment and if you’re on the top of your sales and support goals (more about it below). One thing is that goals motivate the team to achieve them, but they mainly allow to analyze which conversations with customers lead to a sale. How does tracking sales look like?

ROI 57

ROI Measurement Customer Service Management 57

Circular Edge

JUNE 22, 2023

Quantifying that value — the return on investment (ROI) of your ERP — is crucial to building a business case that justifies an ERP investment in the first place. But because ERP systems have the potential to touch so many different aspects of a business, quantifying their impact — and, therefore, their ROI — can be complex.

ROI 52

ROI System Return on Investment Resources 52

Comm100

FEBRUARY 6, 2018

This person should ensure documentation and content produced by team members is consistent, as well as overseeing technology, strategy and content generally. They need to monitor for new issues that need documentation, and also look at existing articles to ensure that the information is valid and correct. Download Now.

Knowledge Base 131

Knowledge Base Advertising Social Media Video 131

NobelBiz

FEBRUARY 4, 2025

As Mike Maguire, Senior Sales Consultant at NobleBiz, described : Instead of five or ten companies calling you to offer their services, it would have been only one. Increased lead acquisition costs , making it harder for businesses to generate profitable ROI. It was an overreach. This keeps the industry alive.-

Contact Center 52

Contact Center Strategy Omni-Channel Consulting 52

InteractionMetrics

JANUARY 7, 2025

With over 75 CX practitioners joining the conversation, we dove into the heart of customer journey mappingas a tool for creating experiences that drive ROI. When tied to strategic goals, it can help you: Improve onboarding processes Reduce churn Increase sales Takeaway #2. To watch the recording, click here. Lets dive into the details.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

Gainsight

MARCH 4, 2024

As a training or operations professional, you’ve probably faced plenty of questions regarding ROI (return on investment) from colleagues when evaluating an online learning initiative. Remember to start by documenting the baseline metric and measure the changes upon implementing your training program.

ROI 52

ROI Training How To Course 52

SuiteCX

JANUARY 16, 2019

With a veritable wealth of verbatim, Moments of Truth, customer feedback, and a trove of response and sales/marketing data and in many cases a very positive NPS alas, those departments still have no true understanding of WHY this is all happening and the levers and triggers that created those data points. First – Minding! transfer funds).

Net Promoter Score 100

Net Promoter Score NPS Customer Journeys Social Media 100

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. Financial data (sales, churn, etc.) Combining multiple types of data.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Experience Investigators by 360Connext

FEBRUARY 18, 2025

Related resource: Customer Experience ROI: Tying CX Investments to Business Success Identifying Signs of a CX Problem You can monitor several CX and operational metrics to understand if you have a CX problem. Look at their usage and behavioral analytics.

Customer Experience 143

Customer Experience How To Self Service Effort Score 143

BirdEye

NOVEMBER 7, 2023

Right approach Customer: "When is the sale ending?" Business: "The sale's end date is TBA! For instance, customers would likely skim through a lengthy text about a sale. But a short message featuring phrases like “Limited-time offer” or “BOGO sale” is more likely to grab their attention.

How To 116

How To Social Media Communication ROI 116

NobelBiz

MAY 25, 2023

Goldmine, which launched in 1990, was the first kind of software to combine contact information, calendaring, sales data, and marketing automation into one platform. This can lead to increased customer satisfaction and loyalty, as well as improved sales and revenue. Since then, the CDP market has grown rapidly.

Call Center 98

Call Center Software Data Contact Center 98

TechSee

JANUARY 4, 2022

Simplifies warranty registration and quickly captures customer information for upselling opportunities and long-tail sales. We answered the call of sales teams everywhere by releasing new capabilities that help sales reps walk potential customers through for instance: contracts. document signing.

Self Service 109

Self Service Insurance Innovation Infographics 109

Experience Investigators by 360Connext

AUGUST 26, 2020

There’s been a lot of buzz about the need for more ROI in Customer Experience. This is true, but before we can measure ROI we must do a better job defining what success really is. This means sharing how improving Net Promoter Scores (NPS) will lead to more referrals for that leader who is focused on more inbound sales.

Net Promoter Score 143

Net Promoter Score Leadership Customer Journeys Metrics 143

Amity

MAY 5, 2017

Wynne’s roots are in sales starting with a named account position at Monster Worldwide where she grew revenue from $5M to $25M in five years. At Seal Software, the Customer Success team gets involved before the sale closes. Any tips on aligning Customer Success with Sales?

Tips 73

Tips ROI Software Customer Centricity 73

Oracle

DECEMBER 21, 2020

The Upshot Award for Best Demonstrated ROI (Marketing). The Omni Award for Best Omni-Channel Experience (Marketing, Sales & Service). The Thinker Award for Best Innovation in CX (Sales). The Upshot Award for Best Demonstrated ROI (Sales). The Upshot Award for Best Demonstrated ROI (Service).

Omni-Channel 76

Omni-Channel ROI Innovation Video 76

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. Financial data (sales, churn, etc.) Combining multiple types of data.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. Financial data (sales, churn, etc.) Combining multiple types of data.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Horizon CX

JUNE 10, 2022

A program with a goal such as that can only last so long until the question of return on investment (ROI) arises and it can be proven that a higher NPS score has a direct correlation to improved business outcomes. Where score-chasing becomes the primary objective of CX, programs like those tend to end abruptly or slowly disappear.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

Gainsight

JANUARY 17, 2020

We hold monthly meetings with our sales and pre-sales teams to learn more about the questions they’re getting asked during demos or suggestions from prospects. Product managers focus on the highest ROI items first —and ROI is benefits divided by costs. They surface challenges and try to create a solution for the customer.

Feedback 117

Feedback Roadmap ROI Case Study 117

Customer Bliss

DECEMBER 20, 2016

Sales Enablement. sales, marketing, operations, etc.), The ROI is there. It’s a great document and I definitely encourage you to download it if you want to enter 2017 on the right foot. Development and alignment of cross-organizational teams for collective responsibility of the customer experience.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

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. Whether it’s giving a presentation, writing documentation, or creating a website or blog, we need and want to share our knowledge with other people.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Integrity Solutions

SEPTEMBER 28, 2023

To create a true customer service culture where, by definition, customer needs are not just met but exceeded, customer-facing teams need to view customer service and sales as one and the same. What Does Having A Sales Mindset Mean? True sales professionals create immense value for their customers. Who can blame them, really.

Customer Service Training 106

Customer Service Training Training Customer Service Contact Center 106