Handbook Metrics ROI 
C3Centricity
APRIL 2, 2018
A more recent study by BCG and GRBN resulted in an Invest in Insights Handbook to help organisations report on the ROI of the insights function. They found that those who measure their ROI have found a seat at the decision table, increased budgets, and more control. Lack of alignment on important metrics.
Kayako
JULY 6, 2017
In The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the “Nordstrom” of Your Industry, Robert Spector breaks down all of the ways that Nordstrom sets itself apart, and provides guidance for how to tailor it to your own industry. What is the ROI on having a customer-driven company?
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Thematic
MARCH 30, 2025
Not all data points are equally useful, which is why setting clear KPIs— metrics that reflect success — is essential. For marketing teams, metrics such as customer retention , conversion rates , and social sentiment provide insight into campaign effectiveness. trends, patterns, and metrics). The result?
Gainsight
NOVEMBER 10, 2021
Read on for an introductory taste of product-led success and a preview of our in-depth guide, “Product-Led Success: The Professional’s Handbook.”. At the same time, product-led growth enhances the product experience for existing users—opening the door to higher net dollar retention (NDR) and more ROI. What is product-led success?
Comm100
NOVEMBER 5, 2020
There’s one more major benefit of internal knowledge bases that must be accounted for: having a successful agent knowledge base means improving your metrics across the board. You can also perform this audit on your external knowledge base using metrics such as total visits and time spent on page. Conclusion.
Thematic
MARCH 18, 2025
Zendesk backs this with numbers, with trendsetters at the SMB level vs traditionalists realizing 22% higher customer retention rates, 31% higher customer acquisition rates, and 61% higher cross-sell revenue Early AI adopters are found to be 128% more likely to report high ROI from their AI tools in customer experience.
Storyminers
JULY 6, 2020
His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.
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