Customer Relationship Metrics

JULY 26, 2017

This results in higher profits, lower costs, higher customer retention and referrals. Pierce, O’Driscoll, Coghlan, 2004). Organizations must create performance management and employee development programs that use customer relationship metrics to drive their service delivery. You versus the customer.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

ijgolding

NOVEMBER 17, 2016

BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company. With the help of our good friend and CX colleague, Bruce Temkin , here are three questions he posed to us to which we responded below.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

Horizon CX

DECEMBER 31, 2018

It’s a metric—not a program— a topic that has been regurgitated and rehashed ad nauseum to the point where it has become so mundane that its value is being questioned and, in some cases, dismissed. Case in point—How many more articles are necessary to explain NPS? But, from that moment onward, I have never looked back.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

Netomi

JANUARY 5, 2022

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.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98