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 432

Customer Journeys Culture Leadership Effort Score 432

InMoment XI

JULY 13, 2022

Simple to understand, this powerful metric can give you a wealth of information that you can use to improve your brand. NPS is a metric designed to measure customer experience. Feed this data back into your product roadmap and to your sales team. It’s an extra handy thing to add to their sales playbook. Keep Going.

Net Promoter Score 368

Net Promoter Score Customer Retention Effort Score NPS 368

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs.

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement How To 64

Experience Investigators by 360Connext

JANUARY 5, 2022

Beyond just collecting feedback, you worked to begin understanding the correlations between customer feedback and larger companywide metrics that matter, and closed the loop with customers to help them know their feedback was valuable and meaningful. . Related Resources: [Guide] SMIRC Goals checklist. And How Much Should You Invest?

Resources 369

Resources Customer Journeys Video Customer Experience 369

ECXO

MARCH 21, 2023

Metrics such as Customer Satisfaction Scores (CSAT), Adoption Rate (AR), Net Promoter Scores (NPS)–(which I do not recommend due to the transactional aspect of it,) and Customer Effort Scores (CES), and many others will help quantify and qualify the CX outcomes of your organisation, and provide insights for optimizing it.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Integrity Solutions

NOVEMBER 29, 2022

While investing in sales training can produce a range of benefits, all of us in sales know it all boils down to the bottom line. Here are the sales training metrics you should be using to measure your success. How to Determine Sales Training Metrics. How to Determine Sales Training Metrics.

Training 86

Training Metrics Sales ROI 86

Retently

MARCH 11, 2025

Monitoring Key CX Metrics & Performance After handling the morning review rounds, the next big task is diving into the numbers. By translating feedback into strategy and keeping teams aligned on customer needs, they turn CX from just another metric into a real competitive advantage. Whats included in a CX roadmap?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

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

GetFeedback

SEPTEMBER 19, 2018

Measuring key support metrics like Customer Effort or Customer Satisfaction can give you the data you need to improve service quality. Lost Sales Feedback. When you get answers, you can shape your sales training and product roadmap and better fulfill customer expectations. Was it due to pricing or missing functionality?

Survey 199

Survey Net Promoter Score Data Effort Score 199

Calabrio

MARCH 22, 2025

Turn voice-of-customer insights into better marketing and sales strategies The contact center offers unparalleled insight into the true voice of your customer. Voice of Customer (VoC) tools used in the call center can drive value well beyond it, informing more effective marketing strategies and sales tactics.

Contact Center 130

Contact Center Management Strategy Call Center 130

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. Chief Customer Officers measure the gold, blue, and silver metrics shown above. Therefore, it’s lagging.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. When customer expectations are set and met by your sales and service teams, customers are generally happy. American Express ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Totango

OCTOBER 30, 2024

To drive customer-led growth, organizations need to assign ownership for expansion, align tactics to value drivers, measure post-sales funnels precisely, streamline communication post-sale, and use automation to create more clarity for teams. According to GTM Partners, 72% of companies experienced longer sales cycles in 2023.

Roadmap 62

Roadmap Sales Measurement Tips 62

SurveySparrow

SEPTEMBER 4, 2020

We had recently hosted an Ask Me Anything event about creating product roadmaps which made us delve deeper into its importance. We found that you can utilize your roadmap to up your product strategy game, improve decision-making, and steer your business on the path to success! What is a product roadmap? Product roadmap process.

Roadmap 96

Roadmap Effort Score How To Metrics 96

Kayako

NOVEMBER 11, 2015

We’re all familiar with the basic sales funnel – marketing passes leads on to sales, sales accepts them, converts leads to opportunities and then (hopefully!) The opportunities stage is critical to the success or failure of a deal, but it’s often overlooked by sales teams. The expanded sales funnel. wins the deal.

Sales 72

Sales Trends Roadmap Measurement 72

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

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. Ensuring data consistency and compatibility across different systems further complicates the process.

Analytics 195

Analytics Data Social Media Average Handle Time 195

InMoment XI

MAY 3, 2024

Whether it’s identifying opportunities for improvement, sharing compelling stories backed by data, or aligning with departmental roadmaps, Foot Locker’s CX programme is a testament to their customer-centric, integrated customer experience approach.

Retail 195

Retail Return on Investment ROI Analysis 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 126

Sales Multi-Channel Metrics Feedback 126

Gainsight

AUGUST 14, 2019

No matter their velocity, organizations rapidly capitalize on sales, marketing, and business data analytics to derive the necessary results in regards to revenue. There’s a growing need to follow user progression in-app—it reveals actions and patterns that can affect everything from your product roadmap to revenue goals.

Metrics 107

Metrics Analytics Effort Score Measurement 107

Totango

NOVEMBER 21, 2024

In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. The Evolution of Customer Success and Post-Sales Gone are the days when customer success was merely about putting out fires.

Customer Success 62

Customer Success Chief Customer Officer Roadmap Sales 62

AskNicely

JUNE 20, 2015

Change your key metric. Focusing on the right metrics plays a massive role in the future of your business. When you have financially-based metrics, it creates incentives around maximizing short-term value,” says Bill. When you have financially-based metrics, it creates incentives around maximizing short-term value,” says Bill.

NPS 150

NPS Net Promoter Score Effort Score Customer Centricity 150

Integrity Solutions

SEPTEMBER 23, 2021

A value based sales process gives sales teams the system and behavioral alignment to effectively differentiate and demonstrate what the results are of the sale. Top sales performers not only articulate a product’s value, they exceed expectations by consistently engaging in behaviors that demonstrate a solutions mindset.

Roadmap 70

Roadmap Sales Case Study Leadership 70

Lumoa

JANUARY 27, 2023

A customer’s experience (CX) is an essential part of every transaction and can affect brand loyalty and sales. Any interaction with a customer- whether before, during, or after a sale- should be counted as a potential touchpoint for audit purposes. A roadmap can help prioritize which steps should be taken first.

Customer Journeys 195

Customer Journeys Customer Experience Customer Service Touchpoint 195

Totango

OCTOBER 14, 2024

Go-to-market teams need to prioritize customer ROI as the driver of decision-making, metrics tracking, and relationship management. Marketing if selling to sales, or vice versa) want to be prepped and demo’ed to see if the solution can help them as well. Account executives can’t sell like it’s 2017 anymore.

ROI 71

ROI Marketing How To Effort Score 71

QuestionPro Audience

JULY 26, 2018

What’s more, having a strategic roadmap before producing any creative effort ensures a brand engages with the right audiences at the right time. ” Here’s a strategic roadmap (or hack) for tapping into that overwhelmingly positive data to fuel that important imagination. It helps guide where creative is going to go.”

Roadmap 170

Roadmap Advertising ROI Return on Investment 170

Lumoa

JANUARY 23, 2018

Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction. These standard metrics include not only the number, but also free text feedback revealing why your customers like or dislike you or your product. Most companies collect feedback in some specific format, such as Net Promoter Score.

Analytics 285

Analytics NPS Financial Analysis 285

Kayako

MARCH 9, 2017

“Product testing helps me to understand the process of the Engineering team in deciding the roadmap. Helping to roadmap the releases means Support can identify and handle minor bugs, and also to communicate the correct issues to customers or engineers.”. I took on a six-month support chat metrics project.

Self Service 178

Self Service Customer Service Roadmap Customers 178

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 95

Sales NPS Customer Success Customer Journeys 95

GetFeedback

DECEMBER 10, 2018

We recommend starting with an NPS question so you put your most important metric first. We also use NPS data to inform key aspects of our business, like product roadmap and pricing strategy. NPS isn’t just a customer metric, it’s a company metric. You also want to design questions that will provide actionable feedback.

NPS 210

NPS Net Promoter Score Survey Measurement 210

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Lumoa

MARCH 31, 2021

Lumoa can find insights automatically from customer feedback With for example Lumoa , you can easily identify the topics that have the biggest positive or negative impact on your metric, and you can also see exactly by how much it drives the score up or down. Actionable insights allow you to make strategic, well-thought-out decisions.

Effort Score 195

Effort Score NPS Net Promoter Score Self Service 195

DCX

JANUARY 7, 2025

This worksheet helps you move beyond surface-level metrics to create meaningful customer impact. The CX Leader’s Guide to Organizational Buy-In is your playbook for ensuring that every department—customer service, sales, product, tech, finance, HR, and beyond—puts customers at the center of everything it does.

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

InMoment XI

AUGUST 25, 2023

InMoment believes that sharing your wins, whether that is increased sales, increased customer acquisition , or increased net promoter score , is the last step in how you prove the ROI of customer experience in your organization. But as any CX professional knows, tracking the performance of your CX program is only half the battle.

How To 195

How To ROI Net Promoter Score Measurement 195

Thematic

MARCH 20, 2025

surveys, reviews, social media, support tickets, sales data). Melodics did this by using insights to shape their product roadmap, reducing engineering costs while prioritizing features that actually mattered to users​ 7. Track NPS, CSAT, churn rate, and engagement metrics to gauge success. Are there missing insights?

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. General business metrics are important as well, so you can tie your activities back to overall company goals. READ THE GUIDE.

Metrics 65

Metrics Net Promoter Score Management How To 65

GetFeedback

MAY 4, 2018

Rather than working off assumptions, talk to your support agents, your sales reps, and anyone else who has first-hand experience with customers. Get their take before you develop new features and plan the product roadmap. Rethink how you prioritize feature requests. Want to collect a wide range of user feedback at once?

Strategy 170

Strategy How To Net Promoter Score Customer Centricity 170