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

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. CXM must reflect CX holistically; otherwise it’s a misnomer.

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. CXM must reflect CX holistically; otherwise it’s a misnomer.

CXM 90

CXM Non-Profits Close the Loop CX 90

Waypoint Group

MARCH 20, 2019

And so it goes with Customer Success. We all know we should be doing the right things that strengthen customer relationships and get ahead of the renewal so there are no unexpected surprises… but doing what , exactly? Screenshot of TopBox Account XRay, showing breadth, depth, and sentiment of key contacts in an account.

Key Driver Analysis 40

Key Driver Analysis Customer Feedback Start-ups Actionable Insights 40

Waypoint Group

APRIL 13, 2022

And/Or, is the vendor talking about business outcomes such as retention rate, engagement rate, and customer relationships? Customers might complain about long wait times for support, but if they are confident that you’ll solve the problem on the first reply then they might be more patient.

NPS 40

NPS Net Promoter Score Key Driver Analysis Education 40