InMoment XI

APRIL 9, 2025

Sales forecasting is essential for anticipating demand, allocating resources, and setting realistic revenue goals. However, according to Gartner research, forecasting is one of the top areas where sales operations functions are least effective. It strengthens sales strategies. What Factors Impact Sales Forecasting Accuracy?

Trends 195

Trends Sales Analysis First Call Resolution 195

InMoment XI

OCTOBER 17, 2024

Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. For instance, a customer satisfaction survey presents a list of specific questions to customers to gauge their satisfaction levels with your brand.

Feedback 195

Feedback Effort Score Survey Customers 195

InMoment XI

DECEMBER 30, 2021

And they also answered a few questions from CX professionals throughout the presentation. For example: Q: What Metrics Can You Use to Determine Industry and Organizational Maturity? Are you measuring a customer experience—and is it satisfaction or NPS—or a metric that’s meaningful to the goal you’re trying to accomplish?

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. A practical example is creating a steering committee that includes representatives from marketing, sales, customer service, IT, finance, and operations. The result?

Customer Journeys 450

Customer Journeys Culture Leadership Effort Score 450

InMoment XI

NOVEMBER 14, 2024

Reporting tools allow you to present these insights to stakeholders in a clear manner. This results in a vast amount of data that is then analyzed for patterns, sentiment, and engagement metrics. Common metrics include sentiment scores, the volume of brand mentions, and the share of voice (SOV) compared to competitors.

Tools 195

Tools Social Media Customer Experience Analysis 195

Customer Bliss

FEBRUARY 12, 2019

Today’s video is an excerpt from a keynote speech, The 5 Leadership Competencies of Beloved Companies , which I recently presented at Cult the Gathering. . We tend to simply ring the bell of the incoming sales without thinking about those who’ve left. Don’t Let Acquisition be Your Only Customer Growth Metric.

Metrics 195

Metrics Chief Customer Officer Video Customers 195

InMoment XI

OCTOBER 24, 2024

These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention. Some are more geared towards marketers and sales teams, while others focus on customer support. They integrate with apps, websites, and social media to provide a consistent customer experience across all channels.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. This integration enhances internal workflows and improves collaboration between marketing and sales teams, leading to better customer outcomes.

Customer Experience 434

Customer Experience Social Media Analytics Chatbots 434

Experience Investigators by 360Connext

JANUARY 7, 2025

Youll identify metrics youll track to prove these outcomes, and we explain metrics more below. Measurement : Back to metrics, youll need tools or processes to continually check in on your program’s success and see how far youve come. Each of the above examples includes CX metrics you may choose to track.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Customer Bliss

MARCH 12, 2020

Each one of those product categories is going to present their math differently and roll up their red, yellow and green dots based on how they’re doing in their category. Unite Your Team with this Board-Level Metric. They need to be your partners, because ultimately what we want is for this number to be a board-level metric.

Measurement 289

Measurement Chief Customer Officer Metrics Video 289

InMoment XI

NOVEMBER 26, 2024

Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement. When to Use: This journey map is used when developing marketing and sales strategies that aim to guide prospective customers through their decision-making process.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

AskNicely

MAY 16, 2016

A dashboard is meant to give you vital information and data at a glance, with users able to access everything from sales and marketing data to finance, inventory reports and website analytics. How much money in sales did that email blast bring in? How many customers opened those emails? Get your entire business on one page.

Sports 272

Sports Net Promoter Score Metrics Measurement 272

AWS Machine Learning

DECEMBER 4, 2024

Building generative AI applications presents significant challenges for organizations: they require specialized ML expertise, complex infrastructure management, and careful orchestration of multiple services. or “Were there any supply chain issues that could have affected our North American market for clothing sales?”

Knowledge Base 105

Knowledge Base Sales Analytics Survey 105

ChurnZero

APRIL 11, 2025

Are your metrics aligned with your goals? Bring customer success, sales, product, and executives together to build out a customer journey that incorporates different perspectives. But its all helpful to define responsibilities and metrics, as well as to build and maintain efficient internal workflows.

Strategy 86

Strategy Multi-Channel How To Metrics 86

GetFeedback

MAY 23, 2019

While there are many different metrics within a VoC program, two very prominent ones are Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS). While these metrics are not difficult to calculate, they’re not always intuitive to action. The survey should be presented to all stakeholders within the organization.

NPS 308

NPS Net Promoter Score Effort Score CEM 308

CSM Magazine

DECEMBER 2, 2024

a leading global CX technology and services innovator for AI-enabled CX with solutions from TTEC Engage and TTEC Digital, today announced that TTEC Digital has completed the first phases of a successful global sales process optimization program with Westcon-Comstor , a global technology provider and specialist distributor.

Sales 52

Sales Multi-Channel Contact Center Omni-Channel 52

Lumoa

DECEMBER 18, 2017

At the end of the day, sales numbers fall because customers are lost and overwhelmed." 60% of all shoppers stopped at a booth with 24 jams and the number dropped to 40% when there were only 6 jams presented. When customers mentioned words such as “management” or “respect,” sales were lower.

Analytics 256

Analytics Customer Journeys Customer Experience Net Promoter Score 256

Gainsight

JANUARY 10, 2022

Present: Community Is Exploding. In 2021, SaaS CEOs realized that one of the top metrics for creating shareholder value is Net Revenue Retention. The post Gainsight Acquires inSided: The Past, Present, and Future of Customer Success Is Community appeared first on Customer Success and Product Experience Software | Gainsight.

Customer Success 27

Customer Success Chief Customer Officer Hotels Conference 27

InMoment XI

OCTOBER 26, 2022

The rapidly-changing, ever-evolving retail landscape continues to present questions, roadblocks, and pain points that retailers need to address. And that engaged employees can increase an organization’s sales by up to 20%? It is no secret that today’s retailers are faced with unique challenges.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

InMoment XI

JANUARY 22, 2025

If the information theyre seeking is presented consistently and accurately, youll build confidence, trust, and loyalty. Robust ROI-centric analytics: Learn from your Google listings and Google Maps performance with metrics that stay focused on what matters most: ROI.

Software 195

Software Management Social Media Multi-Channel 195

AWS Machine Learning

AUGUST 26, 2024

At AWS, we are transforming our seller and customer journeys by using generative artificial intelligence (AI) across the sales lifecycle. Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales operations).

Sales 125

Sales Multi-Channel Metrics Feedback 125

Experience Matters

NOVEMBER 20, 2014

Here’s my take on some of what he presented: Focus on the Customer. Simple, Powerful Metrics. Since then, the company has had 40 consecutive quarters of same solon sales growth. My take : When it comes to metrics, less is often better. He made a number of points that are valuable for many others to follow.

Customer Connectedness 245

Customer Connectedness Brand Values Comparison Metrics 245

Retently

OCTOBER 16, 2024

Signature surveys allow businesses to track key CX metrics in real time, driving timely, data-driven decisions that improve customer satisfaction. Think about it: customer service teams, sales representatives, and support agents send hundreds – if not thousands – of emails each week. What is a Signature Survey?

Feedback 134

Feedback Survey Effort Score Customer Satisfaction 134

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. Often, CRM systems are the tools used to track important customer data and feedback metrics.) CEM is no different, but tracking metrics alone is not a strategy. Strategy First. Define Success Always!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CloudCherry

JULY 10, 2018

Having solid answers to these questions helps drive a smooth customer experience throughout your sales cycle, the delivery, use or implementation of your product, and through any ongoing post-sale interactions. Therefore companies need metrics to understand what success means. Customer Experience Metrics.

Measurement 199

Measurement Net Promoter Score NPS Touchpoint 199

GetFeedback

JANUARY 16, 2019

In fact, organizations with a strategic approach to data outperform their peers by 85% in sales growth and by more than 25% in gross margins. Choose the metric that matters most. Many companies make the mistake of going overboard with metrics. Here’s how you can select this key metric: . Consideration.

Survey 210

Survey Tips Data Metrics 210

AWS Machine Learning

OCTOBER 29, 2024

Furthermore, these notes are usually personal and not stored in a central location, which is a lost opportunity for businesses to learn what does and doesn’t work, as well as how to improve their sales, purchasing, and communication processes. Many commercial generative AI solutions available are expensive and require user-based licenses.

Video 111

Video Sales Analytics Examples 111

Experience Investigators by 360Connext

AUGUST 17, 2021

What metric went up? CX meetings require thinking about the past, present, and future of the customer experience program. Check In: Review customer feedback and discuss any key customer experience metrics. . Set “alerts” for those minor changes in metrics to watch in future sessions. Start with a story. What went down?

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

InMoment XI

SEPTEMBER 3, 2024

Whether it’s improving customer support, enhancing sales strategies, or driving product innovation, conversational analytics offers a wide range of applications and use cases that can significantly impact business outcomes. Scalability Scalability and efficiency present another set of challenges.

Analytics 195

Analytics Data Social Media Average Handle Time 195

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. We got a ton of great questions about the content I presented. I’ve organized the questions according to the Journey Management framework that I presented on the webinar: Discover the journey, Design the journey, and Deliver the journey.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

C3Centricity

APRIL 2, 2018

Lack of alignment on important metrics. Brand image and brand equity metrics. Sales funnel’s level distribution. Besides measuring your chosen metrics, trends often mean more than the numbers themselves – in many markets the numbers will be going up anyway. Sales funnel’s level distribution.

Handbook 275

Handbook Marketing ROI Social Media 275

Experience Investigators by 360Connext

DECEMBER 15, 2023

Engaging others in the act of customer journey mapping through a workshop or presentation is a great way to communicate directly about the customer experience. Spend some time highlighting what the metrics mean, and what your goals really are. Don’t forget to highlight the human side of what those metrics measure.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Calabrio

APRIL 11, 2025

trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

Retently

MARCH 17, 2025

Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Key Metrics to Include: Ticket Volume : Are we handling more tickets than usual? Monthly Reports The Whats Working (and Whats Not) Report Provides a bigger picture comparing key CX metrics to the previous month.

Report 90

Report How To Effort Score NPS 90

InMoment XI

AUGUST 19, 2024

Customer Experience ROI is a critical metric that measures the financial impact of enhancing customer experiences. By improving customer interactions, businesses can see tangible benefits like increased sales, improved retention, and heightened customer loyalty. times faster than those that don’t. How to Prove CX ROI to Leadership?

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

Think Customers

APRIL 10, 2025

For B2B companies, the complexity of sales cycles, long-term contracts, and multiple decision-makers makes it imperative to align CX strategy with overall business objectives. Action Point: Present CX metrics alongside financial indicators to show the business case for improving customer experience.

B2B 52

B2B Strategy Customer Journeys Net Promoter Score 52

ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. Choose Metrics that Emphasize Your Value. When people think of top-line growth, they often think of Sales. But Customer Success? Not so much. Health Scores.

Metrics 98

Metrics Customer Success Customer Journeys How To 98