ClearAction

JANUARY 6, 2021

Voice-of-the-customer is by default a lagging indicator, even when it’s real-time, because it already happened. You’re learning about customer perceptions after they’re formed. Leading indicators are identified by conducting (1) key driver analysis (also known as correlation analysis) with your index (e.g.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Waypoint Group

APRIL 13, 2022

And/Or, is the vendor talking about business outcomes such as retention rate, engagement rate, and customer relationships? Are they talking about system integration, such as integration with your CRM or Customer Success platform? What processes do you need in place to make the technology produce those results?

NPS 40

NPS Net Promoter Score Key Driver Analysis Education 40

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. 18) Use CJM, UX, DX, CRM, etc. as Means to an End.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. 18) Use CJM, UX, DX, CRM, etc. as Means to an End.

CXM 90

CXM Non-Profits Close the Loop CX 90