Totango

JANUARY 23, 2020

You should look at customer metrics that link directly to the successful use of your product, such as product usage rates, feature adoption, license utilization, number of escalations, and Voice of Customer feedback and ensuring you have the necessary systems and solutions to do so at scale. Use a Customer Success Platform.

Strategy 111

Strategy Management B2B ROI 111

Totango

SEPTEMBER 1, 2020

Renewal decisions are made at any time during the customer journey and are the direct result of the customer experience. Research by Deloitte shows that personalized customer experience is now just as important to customer decision-making as speed of service and ROI. Ways to Predict Customer Churn.

Net Promoter Score 111

Net Promoter Score How To NPS Effort Score 111

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. Myra Golden is the founder of Myra Golden Seminars, LLC. Myra Golden.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. Myra Golden is the founder of Myra Golden Seminars, LLC. Myra Golden.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130