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5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

In the United Kingdom, the NCSI portfolio earned a return of 59 percent from April 2007 to June 2011, and the FTSE 100 had a negative return of 6 percent.” In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Source: Bautomation.com. ).

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Investing in customer success: a venture capital perspective

Vonage

I want to understand customer spend over time. And we try to map a narrative that brings together what you hear in customer calls and that quantitative data.”. Instead of asking for customer service metrics outright, Kahn says it’s more important to see which KPIs the company is already tracking on a daily basis.

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Telltale Signs: How to Identify Call Center Agent Burnout

Fonolo

Agents are required to deal with challenging, frustrated customers, with the knowledge that the calls (and their performance) are being monitored and timed. News Careers report found that customer service representatives suffer from below-average job flexibility. On top of this, a U.S. Absenteeism and Adherence to Schedule.

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100+ Customer Experience Stats to Prepare for 2023

CCNG

(Gartner, 2022) Customer experience is a ‘significant’ or ‘critical’ priority for 69% of organizations. 77% have a centralized customer experience group, and 68% have a senior executive in charge of customer experience across products and channels. Oracle, 2011) Customers who had a very good experience are 3.5x

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Refining Your Value Proposition

Amity

Your Customer Success organization is in a unique position to facilitate this organizational learning and refinement. Armed with a consistent process and robust data from a growing volume of customers, Customer Success can aggregate and analyze critical observations, enabling you to share powerful market insights with your executives.

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Using Software and Savvy to Create Relationship Intelligence

Amity

And yes, most CRM products provide their users with a means to capture activities associated with a sales process, demographic data about the customer, and their purchasing history. Remember how Netflix lost over 800,000 subscribers in a few months when they suddenly raised prices back in 2011?

CRM 67
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Refining Your Value Proposition

Amity

Your Customer Success organization is in a unique position to facilitate this organizational learning and refinement. Armed with a consistent process and robust data from a growing volume of customers, Customer Success can aggregate and analyze critical observations, enabling you to share powerful market insights with your executives.