InMoment XI

AUGUST 25, 2023

InMoment’s Principal CX Strategist Jim Katzman and guest speaker from Forrester, Senior Analyst Colleen Fazio discuss decision-making in regards to CX program initiatives, finding the right program size, proving ROI in your CX program, and more. Let’s dive into what we covered on our webinar.

How To 195

How To ROI Net Promoter Score Measurement 195

Gainsight

OCTOBER 14, 2022

“What is ROI? These are just a few of the questions that customer success (CS) experts explored in a recent episode of CS Essentials by Gainsight: Talking About ROI , a Success League Radio production. According to Van Lew, this cyclical nature of transforming customer pain points into successful outcomes is key to proving ROI.

ROI 52

ROI e-support eBook Roadmap 52

Totango

FEBRUARY 5, 2019

ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement. Maximizing post-sale customer management. Establish a customer journey roadmap that creates realistic expectations and lets you know if progress has stalled. Maximizing Post-Sale Customer Management.

ROI 76

ROI Customer Success Strategy Effort Score 76

ECXO

DECEMBER 20, 2023

Get executive buy-in, build a cross-functional team and bring data to the C-Suite and leadership teams Get senior buy-in and align stakeholders around the new CDP / personalisation roadmap. This makes it easier to prove ROI. Forrester found that 50% of marketers using intent data experienced more successful sales prospecting.

Customer Experience 156

Customer Experience Effort Score B2B ROI 156

AskNicely

SEPTEMBER 6, 2018

When it comes to p roduct , companies who automate NPS use transactional and relationship surveys to guide the product roadmap, iterate on product features and improvements and are better able to measure the ROI of product development. NPS For Marketing, Sales, Customer Success. Click here to read how Biteable does this.

NPS 150

NPS Net Promoter Score Survey Customer Success 150

VDS

AUGUST 26, 2024

In this article, we’ll share our approach and explain why having the right partner is crucial for maximizing your return on investment (ROI) in a cloud contact center. We focus on the details that matter to your business and stick with you long after the sale. We’re your guide to a better contact center experience.

Contact Center 52

Contact Center Return on Investment ROI Roadmap 52

InMoment XI

JUNE 5, 2024

Revenue Conversation Intelligence We offer templatized solutions that pull text analytics and revenue-specific insights, enabling businesses to drive sales and improve financial performance. Our roadmap includes significant advancements in AI and NLP, particularly enhancing feedback solicitation and data integration.

Analytics 195

Analytics Effort Score Social Media Innovation 195

Feedbackly

SEPTEMBER 26, 2023

Consider it a winning roadmap to stay ahead of the curve! Measuring Emotional ROI With emotional experience being the way forward in CX, EVI® will introduce a new dimension of measuring ROI. You can also identify the emotions that bring the highest sales and focus on evoking them throughout the buying journey.

Management 98

Management ROI Touchpoint Comparison 98

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

CX University

NOVEMBER 21, 2023

CX520 Mastery Series : for individual sale 90 Days Roadmap to CCXP : for individual sale CX720 Series: offered as an Enterprise Learning Solution For more information, please contact: Jeanne Kiralfy jkiralfy@cxuniversity.com CX University The post CX University Revamps its Course Content appeared first on CX University.

Course 52

Course Roadmap Conference ROI 52

ECXO

APRIL 26, 2023

This makes it easier to prove ROI. Co-operation with the CCO makes it easier to prove the business value (the ROI) of a CX improvement. This roadmap outlines the goals, objectives, and initiatives that will be undertaken to improve the customer experience through high-quality, purposeful design. But, there are common practices.

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

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. If you’ve already developed a resourced roadmap, you’re well on your way. Define your goals and make a plan.

ROI 61

ROI B2B Roadmap Metrics 61

Oracle

SEPTEMBER 19, 2018

Here are 5 of the upcoming, must-see sales-focused sessions. You can also view the full sales session catalog here. General Session: The Latest CX Innovations for Sales. What does the future hold for sales professionals? Your Roadmap of the Future for Sales and Service. Visit the registration page.

Sales 49

Sales Roadmap Loyalty Chatbots 49

C3Centricity

MAY 11, 2020

It is not the job of marketing, sales or market research alone to understand their needs. For more on project management I suggest reading the post “Getting to Yes: A 7-step Roadmap to Successful Project Management.” The organisation has not fully embraced the strategy. Reach Outside The Organization. Embrace T he Data.

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194

Gainsight

JANUARY 17, 2020

How do you prioritize what feedback gets incorporated into the product roadmap? From a bigger, strategic roadmap perspective, we get that from our executive business reviews or our insider program. Q: How do you prioritize what feedback gets incorporated into the product roadmap? These get routed directly to the product team.

Feedback 117

Feedback Roadmap ROI Case Study 117

Gainsight

APRIL 9, 2024

Many of the aspects of our customer community are tailored to help our customers get the support they need and also gain inspiration and knowledge from a broad network of Customer Success, Sales, Marketing, and Product professionals. Deployment Engagement Adoption ROI Community engagement is a key part of the “E” portion of this framework.

Connections 52

Connections Chief Customer Officer e-support Roadmap 52

Gainsight

MARCH 21, 2023

It’s the best way to demonstrate that you’re hitting goals and prove the ROI of your efforts to your customers, internal stakeholders, and across the organization. A CSQL is similar to a Marketing Qualified Lead (MQL) or Sales Qualified Lead (SQL), yet it is considerably higher in value because the lead is sourced from an existing customer.

ROI 52

ROI Roadmap Metrics Measurement 52

InMoment XI

FEBRUARY 1, 2024

By understanding these intentions, businesses can proactively address customer needs, enhancing the overall customer experience and increasing sales and customer satisfaction. By basing decisions on solid data, businesses can maximize their ROI and align their strategies with their overall goals.

Analysis 195

Analysis Social Media Analytics Loyalty 195

Thematic

APRIL 17, 2024

Gather and organize customer data: Customer experience analytics draws from various data sources - satisfaction and product surveys, sales conversations, online reviews, social media, website behavior, support chat, and more. This demonstrates how customer-centricity benefits everyone, from marketing and sales to product development.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Gather and organize customer data: Customer experience analytics draws from various data sources - satisfaction and product surveys, sales conversations, online reviews, social media, website behavior, support chat, and more. This demonstrates how customer-centricity benefits everyone, from marketing and sales to product development.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Gather and organize customer data: Customer experience analytics draws from various data sources - satisfaction and product surveys, sales conversations, online reviews, social media, website behavior, support chat, and more. This demonstrates how customer-centricity benefits everyone, from marketing and sales to product development.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Gainsight

SEPTEMBER 8, 2021

Thankfully, the ROI calculation for CS Ops is simple: If you were to improve your retention by 5%, your expansion by 5%, or your account coverage ratios by 5%, how much would you earn or save? It helps that Sales and Marketing figured this out long ago. It’s common to lean on IT, Revenue Ops or Sales Ops, an analytics team, or others.

Marketing 105

Marketing ROI Leadership Analysis 105

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. The goal is for you to begin developing your roadmap by the time you finish reading this book. The books are not in order of preference; all are very good.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

ChurnZero

JUNE 14, 2023

” When times are challenging, and the sales pipeline slows, the disparity between the cost to acquire and retain customers tends to grow. As your sales team is in the business of influencing prospects to buy, the customer success team influences customers to stay and should understand why your accounts churn, renew and expand.

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In All of the above (and more).

Customer Success 59

Customer Success Company Management Roadmap 59

Gainsight

SEPTEMBER 28, 2022

Simplicity should impact: How you innovate: As your company and customer base matures, it can be appealing to plot every little feature request onto your product roadmap (especially the ones coming from your largest, highest-paying customers). Have clarity and reasoning behind your roadmap. How to keep things simple.

How To 52

How To Roadmap NPS Fashion 52

Customer Bliss

NOVEMBER 15, 2018

When starting out in her role as Vice President and CXO, Samantha spent a lot of time with the sales team at events and quickly learned from them that the Co-op’s products and services weren’t up to par with customer needs. 2 – Connect ROI to Growth. 1 – Look Deeper than Surface-Level Metrics. It was a false start.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

inmoment

JANUARY 21, 2020

The former consists of sales funnel-esque steps like “buy” while the latter includes more detailed steps, such as “I forgot to pay.”. Step 4: Fit Those Initiatives Into Your Roadmap. The next step that practitioners should take when reviewing CX prioritisation in the new year is taking another glance at their customer journey.

Customer Experience 52

Customer Experience Roadmap Customer Journeys Touchpoint 52

Gainsight

NOVEMBER 10, 2021

There was a time when traditional sales or marketing strategies made sense for product growth. 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. Back your product roadmap with data.

Handbook 52

Handbook Roadmap ROI Strategy 52

ChurnZero

SEPTEMBER 20, 2019

CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution. Deliver high value outcomes that create hard ROI and real impact on your customers’ business. Q&A Recap.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

Think Customers

DECEMBER 13, 2021

Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace. As you begin to orchestrate your improvements, keep coming back to your roadmap and the North Star that guides it. Renewing your CX vows begins with the basics. Who wins with great CX?

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Gainsight

MAY 13, 2020

Most strive for it, build roadmaps around it, and even sell it to prospective buyers. . One, we love our customers and dedicate a large percentage of our roadmap towards helping them achieve more with Gainsight. ROI achievement with respect to desired business outcomes will be available throughout the customer lifecycle.

Roadmap 59

Roadmap Innovation Customer Journeys Analysis 59

Gainsight

MAY 3, 2020

Remote work, a rapidly shifting product roadmap, and a demand to support existing customers have led to a tighter integration to improve retention. User Sentiment : NPS, Ratings, Release/ Feature-specific feedback to capture results/ outcomes/ ROI . There isn’t a better or more efficient sales and retention tool than that! .

Customer Success 59

Customer Success Customer Experience Roadmap ROI 59

InMoment XI

APRIL 3, 2024

This includes communicating with a brand via social media, making a purchase online, receiving an email or text confirming an order, providing user feedback on online channels, using a company app, operating a digital kiosk or point-of-sale terminal, or even simply visiting an organization’s webpage. References Fullstory.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Amity

OCTOBER 7, 2016

Encourage everyone on the team to have open calendars, making customer and sales calls easy to join. Sales calls: Listening in on sales calls helps CSM to understand how our product was pitched and how customers evaluate the business value. Prioritize customer support as the backbone of our organization.

How To 99

How To Roadmap ROI Meeting 99

CustomerSuccessBox

JUNE 8, 2021

Conduct strategic Business Reviews(EBR and QBRs) to understand the customer lifecycle milestones, and also to communicate the value of the product and showcase product ROI. Effectively communicate customer learnings to the sales and product team to help direct the roadmap of the company. Lead Cross-Functional Team.

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

inmoment

JANUARY 21, 2020

The former consists of sales funnel-esque steps like “buy” while the latter includes more detailed steps, such as “I forgot to pay.”. Step 4: Fit Those Initiatives Into Your Roadmap. The next step that practitioners should take when reviewing CX prioritisation in the new year is taking another glance at their customer journey.

Customer Experience 40

Customer Experience Roadmap Customer Journeys Touchpoint 40