Beyond Philosophy

JANUARY 19, 2019

Having a record of your return on investment (ROI) for Customer Experience programs is vital. However, exercise caution wielding this powerful new tool. With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year.

Net Promoter Score 79

Net Promoter Score Marketing ROI Return on Investment 79

Totango

MAY 13, 2022

Price: how does the cost of the platform stack up against other options and your return on investment? Learners can engage in practice exercises and receive certifications. Integrations: does the platform integrate with other tools you’re using to engage customers, such as your live chat app or email autoresponder?

Customer Engagement 110

Customer Engagement Tools Engagement Knowledge Base 110

Beyond Philosophy

JUNE 8, 2023

I have plenty of experience with this inefficient exercise in my career, and I thought I might have some things to share with all of you to get those necessary approvals. This exercise is an excellent example of these concepts. Always include the return on investment (ROI). It’s a marketing exercise.

Exercises 78

Exercises Return on Investment Customer Satisfaction ROI 78

Customer Bliss

AUGUST 23, 2016

You need to do a culture crystallization exercise with employees. You need to consistently show metrics, return on investment (even return on equity), and … let’s be honest. Ask them what they love, what they hate, and what they think needs to be added. You need “What’s in this for me?”

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

ChurnZero

JUNE 21, 2022

Customer Success enablement professionals should understand how to maximize return on investment (ROI) as well as have a strong technical understanding of the products your company develops. These could be practice exercises, interactive lessons, or other learning activities. Developing a comprehensive enablement strategy.

Customer Success 94

Customer Success Net Promoter Score Return on Investment Metrics 94

Beyond Philosophy

FEBRUARY 3, 2022

On a recent podcast, Anna called into the I’m In a Pickle feature to use their journey mapping exercise findings effectively. In Anna’s case, I would start with a simple exercise to get the journey map off to a good and practical start. Have you ever tried to change a habit, maybe about diet and exercise?

Customer Journeys 78

Customer Journeys Exercises Contact Center Customer Centricity 78

Lumoa

SEPTEMBER 11, 2023

This exercise of creating buyer personas is critical. billion in 2026, it’s clear that investing in a customer experience solution like Lumoa is worthwhile. Having a solid customer experience strategy in place delivers returns on investment over time. It lets you identify the demographic makeup of your customer base.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

This exercise of creating buyer personas is critical. billion in 2026, it’s clear that investing in a customer experience solution like Lumoa is worthwhile. Having a solid customer experience strategy in place delivers returns on investment over time. It lets you identify the demographic makeup of your customer base.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. You might be surprised to learn that often, in this exercise, we learn that companies do not always know what they value. Moreover, this result is typical for us in the Emotional Signature exercise.

ROI 78

ROI Return on Investment Exercises Measurement 78

Seaton CX

NOVEMBER 1, 2022

A skeptical stakeholder isn’t ignorant, but they aren’t convinced CX is the right investment. Sometimes they aren’t connecting the dots to understand the return on investment (ROI) of CX. But they still haven’t exercised. Stage 2 – Skepticism: “Is CX right for me?”. Stage 4 – Commitment: “I’ll contribute to CX.”.

Engagement 86

Engagement Average Handle Time ROI Return on Investment 86

Eptica

NOVEMBER 14, 2018

We provide a powerful platform , and my role as Customer Success Manager is to work with our clients so that they get real value and return on investment when using Eptica. My objective is to ensure customers maximize their use of Eptica in ways that meet their business needs. What are your plans for the future?

Customer Success 62

Customer Success Return on Investment Exercises Resources 62

West Monroe

OCTOBER 19, 2023

” What’s more, 20% expect investments in artificial intelligence (AI) to increase by at least 50%. Expectations for return on investments are high. This doesn’t always create a return on investment—and in some cases works against it. A good example is master data management.

ROI 52

ROI Technology Strategy Return on Investment 52

West Monroe

OCTOBER 19, 2023

” What’s more, 20% expect investments in artificial intelligence (AI) to increase by at least 50%. Expectations for return on investments are high. This doesn’t always create a return on investment—and in some cases works against it. A good example is master data management.

ROI 52

ROI Technology Strategy Return on Investment 52

Totango

JANUARY 4, 2019

It’s like pledging to get yourself in shape and then deciding on the specific exercise routine that will help you reach your goals. Get the information you need to make sure you get a return on investment from your onboarding process without disrupting your customer’s day. #3 Except, this isn’t some six-week burst of energy.

Customer Centricity 79

Customer Centricity ROI Strategy Company 79

Customer Enthusiast

NOVEMBER 5, 2018

Over three decades of working in training and development has taught me, among other things, that many managers are skeptical about the return on investment from most training programs. diet, exercise, smoking, using sunscreen, using contraceptives, etc.). Some training classes are easier to quantify than others.

Training 59

Training Return on Investment Customer Service Training Exercises 59

ChurnZero

JANUARY 26, 2021

The exercise of joint success planning itself is a collaborative one (hence the word “joint” in its name). That information is captured in an Account Plan which is a different exercise and tool altogether. . While Anticipated Value represents long-term outcomes and return on investment, an objective describes a current business goal.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

Russel Lolacher

JANUARY 4, 2021

It’s not an easy “checked box” on a to do list or a straight forward return on investment. That’s not to say you shouldn’t have a strategy with milestones and check-ins along the way, it’s just that it’s not a regular project management exercise.

How To 83

How To Culture Government Leadership 83

Beyond Philosophy

OCTOBER 31, 2020

A focus on the negative can lead to good things, like process improvements or problem-solving exercises. While we aren’t saying that you should ignore problems, we are saying to keep an open mind about addressing other opportunities in your experience that might yield a better return on investment in the long term.

Return on Investment 60

Return on Investment Exercises Customers Advertising 60

CSM Magazine

APRIL 23, 2021

Peloton was never just a stationary exercise bike. It’s digitally enabled exercise equipment, it’s a virtual fitness coach, it’s a streaming service for fitness content, it’s a social platform… Motley Fool contributor Neil Patel sums it up, “Peloton sells hardware that is differentiated by software.”

Brands 52

Brands How To Exercises Return on Investment 52

CSM Magazine

NOVEMBER 18, 2020

practical exercises – including working out return on investment, creating a category and experience matrix, and identifying customer expectations and successful outcomes. learn-apply-learn-apply method – allows participants to learn a concept, understand and apply a philosophy.

Customer Journeys 52

Customer Journeys e-support Return on Investment Competitive Advantage 52

ClearAction

APRIL 16, 2024

Return on investment depends on gains after vs. gains before spending. Instead, pay attention to what customers say during your word strip exercise above. Only 15% said their Voice of Customer is “very successful” at this. Out-of-tune practices are the source of costs to serve. This means low statistical validity.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

SurveySensum

AUGUST 26, 2020

To answer simply, how are you going to design, measure, and optimize your CX program if you don’t know its return on investment? . And if you are making an investment, you need to make sure that there is a defined and forecasted return on that investment. . Why do you need to measure the ROI of your CX program? .

ROI 98

ROI Effort Score e-support Metrics 98

Strativity

SEPTEMBER 29, 2017

Here is a simple exercise. Considering the amount of money invested in research, we ought to rethink the practice. It’s time to measure a return on investment (based on actions derived from research and organizational alignment) and take action. Better yet, how many are in the process of implementation?

Data 40

Data Return on Investment Exercises Analysis 40

Strativity

SEPTEMBER 29, 2017

Here is a simple exercise. Considering the amount of money invested in research, we ought to rethink the practice. It’s time to measure a return on investment (based on actions derived from research and organizational alignment) and take action. Better yet, how many are in the process of implementation?

Data 40

Data Return on Investment Exercises Analysis 40

ChurnZero

FEBRUARY 28, 2020

After you’ve done that exercise, really understand those customer needs and create customer journeys and engagement models that marry those segments, and then underneath that is where you look at data and digital approach. But how do you systematically ensure they are maximizing their return on investment?

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

Maru Group

FEBRUARY 19, 2020

Tailoring engagement efforts to specific customer segments will increase the return on investment. This exercise was instrumental to the success of the smart city initiative undertaken by Colorado Springs Utilities (CSU). They discussed understanding customer needs in relation to Distributed Energy Resources (DERs).

Consumers 52

Consumers Customer Journeys Chief Customer Officer Government 52

ChurnZero

NOVEMBER 5, 2021

However, if you want to ensure your Customer Success software keeps working for you, and not against you, it’s a worthwhile exercise to evaluate its performance. At ChurnZero, this is a standard exercise our Customer Success team performs for every customer during their implementation to ensure their data is in tip-top shape.

Software 52

Software Customer Success Net Promoter Score Exercises 52

West Monroe

JUNE 1, 2023

As part of this exercise, CPOs and their executive teams should agree on the key outcomes—and, just as important, clear metrics—that define success. Examples include: We will improve gross margins by X; we will impact churn by Y; or we are going to reduce R&D spend by Z.

Return on Investment 52

Return on Investment Culture Roadmap Metrics 52

ChurnZero

JUNE 21, 2022

Customer Success enablement professionals should understand how to maximize return on investment (ROI) as well as have a strong technical understanding of the products your company develops. These could be practice exercises, interactive lessons, or other learning activities. Developing a comprehensive enablement strategy.

Customer Success 52

Customer Success Net Promoter Score Return on Investment Metrics 52

Gainsight

MAY 1, 2023

An important goal for a new CS leader is to determine how quickly you can show results for your efforts and justify return on investment. Often, this exercise will help to identify tasks that customer success can help take off the plate of other departments.

Effort Score 59

Effort Score Chief Customer Officer Tips Return on Investment 59

Ian Williams

FEBRUARY 20, 2020

If you don’t have a business case in place, if you cannot provide a return on investment, forget about it because the finance director in the business is not going to be interested in having the conversation, so we’re going be covering that in greater depth too. The next area is about writing a business case.

Leadership 52

Leadership CEM Customer Journeys Video 52

ChurnZero

NOVEMBER 5, 2021

But if you want to ensure your Customer Success software keeps working for you, and not against you, it’s a worthwhile exercise to evaluate its performance. At ChurnZero, this is a standard exercise our Customer Success team performs for every customer during their implementation to ensure their data is in tip-top shape.

Software 52

Software Customer Success Net Promoter Score Exercises 52

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. The higher the ratio of gains to TCO (or its cloud equivalent), the higher the return on investment, or ROI.

ROI 52

ROI System Return on Investment Resources 52

ChurnZero

JUNE 27, 2023

Subjective external: NPS, customer satisfaction scores (CSAT), customer advocacy and perceived return on investment (ROI). We recently underwent this exercise ourselves at ChurnZero when the CX team re-segmented our entire customer base as part of a book shift. This affects your customer segmentation strategy.

Customer Journeys 52

Customer Journeys Customer Success Strategy Net Promoter Score 52

Help Scout

DECEMBER 5, 2018

Calculating the return on investment (ROI) of a new tool can be tricky. This is an especially perplexing question for customer support teams, where measuring the impact of our actions on business metrics has always been a difficult exercise. What impact will it actually have on bringing in revenue? The even better news?

ROI 40

ROI Self Service Software Return on Investment 40

BirdEye

APRIL 7, 2023

Some standard marketing KPI examples are leads, revenue, return on investment, etc. Knowing exactly how much it costs to generate each lead is vital for a business’s financial planning and goal-setting exercise. They help you estimate actual results and compare them with what you had planned when you began the campaign.

Marketing 52

Marketing Social Media Return on Investment Touchpoint 52

ChurnZero

MARCH 11, 2020

Would you be willing to reference as a former customer and participate in future product discovery/testing exercises? But how do you systematically ensure they are maximizing their return on investment? What advice would you give us to help serve our customers better in the future? Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT.

Customer Journeys 52

Customer Journeys ROI Return on Investment Customer Success 52