Totango

AUGUST 12, 2019

Users can now view SuccessBLOC scorecard metrics for all accounts and their personal portfolio. Learn More Text Formatting Supported in Touchpoints and Tasks. Track Personal Portfolio Progress on SuccessBLOC Goals. This allows CSMs to track their progress on team goals.

Scorecard 9

Scorecard Touchpoint 9

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model. Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. . 80% of CS Leaders’ focus is touchpoints. — Two very different CX is a Team Sport analogies may be surprising to you.

Sports 62

Sports CX Scorecard Touchpoint 62

Lumoa

FEBRUARY 20, 2018

Customer experience matters across all the channels and all the touchpoints of customer journey. Contact volume by channel Knowing the contact volume and ticket distribution by channel will help you to identify the main customer touchpoints that cause problems or are unclear to your customers.

Customer Experience 150

Customer Experience NPS Touchpoint Net Promoter Score 150

ECXO

APRIL 2, 2023

ITIL CSI uses methods such as Plan-Do-Check-Act (PDCA), Six Sigma, Balanced Scorecard, SWOT analysis, and benchmarking to measure and improve performance. 3 CX Closed Loop is a systematic cycle of making significant changes in the way an organization works according to customer feedback.

Close the Loop 126

Close the Loop CX Net Promoter Score Sentiment Analysis 126

Lumoa

OCTOBER 31, 2018

Let’s think in customer touchpoints instead. Also, companies really need to transform their structures to reflect customer centricity. This includes breaking down silos, which is still an issue. As I often refer to in my presentations: CX is not a package tour, it’s an expedition.? Don’t underestimate culture.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

ECXO

APRIL 2, 2023

ITIL CSI uses methods such as Plan-Do-Check-Act (PDCA), Six Sigma, Balanced Scorecard, SWOT analysis, and benchmarking to measure and improve performance. Closed Loop is a systematic cycle of making significant changes in the way an organization works according to customer feedback.

Close the Loop 97

Close the Loop Customer Experience Net Promoter Score Sentiment Analysis 97

Totango

DECEMBER 15, 2020

To ensure optimal implementation of your automated procedures, you can use key performance indicators (KPI’s) to create scorecards that track customer progress through their journey. For instance, the Key Account Management SuccesBLOC helps you deliver more personalized attention to your most important accounts.

Scorecard 112

Scorecard Technology Technology Customer Relationship 112

Hodusoft

DECEMBER 16, 2022

Omnichannel communication has become the new standard feature Customers hate being confined to one touchpoint for brand interaction. With customer scorecards becoming more relevant, companies are employing powerful data analytics solutions to assure customer quality performance.

Technology 52

Technology Technology Omnichannel Social Media 52

Totango

JANUARY 29, 2019

Detailed account scorecards: Detailed customer profiles can be customized to display the information you want, including full account histories, customer calls, emails and meetings, or real-time data on engagement, product usage, and other metrics.

Customer Relationship Management 54

Customer Relationship Management Customer Relationship CRM Scorecard 54

Totango

NOVEMBER 19, 2019

Use a Customer Data Platform to compile all customer data and touchpoints from internal teams, such as: Financial. Totango Scorecards). By understanding how your customers use the product, and achieve their business goals, you can deliver engagements that drive value. Here’s how: Bring All Your Data Together. Customer Experience.

Scorecard 64

Scorecard Finance Touchpoint Customer Retention 64

Totango

NOVEMBER 19, 2019

Use a Customer Data Platform to compile all customer data and touchpoints from internal teams, such as: Financial. Totango Scorecards). By understanding how your customers use the product, and achieve their business goals, you can deliver engagements that drive value. Here’s how: Bring All Your Data Together. Customer Experience.

Scorecard 48

Scorecard Finance Touchpoint Customer Retention 48

Totango

MAY 6, 2019

This feature includes three new segment definitions: Direct reports of… Direct reports that are not managers… All reports of… These segment definitions can be used to dynamically add and remove members from SuccessTeams, update Scorecard KPIs, control access to customer data and more.

Scorecard 13

Scorecard Touchpoint Business Management CX 13

Totango

MAY 6, 2019

This feature includes three new segment definitions: Direct reports of… Direct reports that are not managers… All reports of… These segment definitions can be used to dynamically add and remove members from SuccessTeams, update Scorecard KPIs, control access to customer data and more.

Scorecard 9

Scorecard Touchpoint Business Management CX 9