Gainsight

JULY 2, 2019

We talk a lot about a companywide commitment to delivering outcomes to customers, and now we can do that for Dynamics CRM users so they can drive outcomes for theirs. Because Gainsight’s customer health scorecard is completely configurable to match your business and Dynamics workflow, you will only see the metrics that matter to you. .

Customer Experience 70

Customer Experience Scorecard Finance Touchpoint 70

1 to 1

APRIL 10, 2025

Identify which customer touchpoints are most critical to revenue generation, retention, and operational efficiency. Action Point: Develop a CX scorecard that combines customer experience data with financial KPIs. Customer Effort Score (CES) Measures how easy it is for customers to interact with your company.

B2B 26

B2B CX CX Transformation Net Promoter Score 26

Zendesk

MAY 12, 2021

A “bad experience” can happen at any touchpoint in the customer’s journey, from their first interaction all the way to final sale and beyond. Customer retention software takes scattered, siloed efforts and transforms them into a unified, cross-functional effort to collect customer data at every touchpoint. Consider this scenario.

Customer Retention 52

Customer Retention Net Promoter Score Touchpoint CRM 52

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. What are the key touchpoints for different personas? Where do they hang out?

Net Promoter Score 88

Net Promoter Score Customer Experience NPS Start-ups 88

Customer Experience Matrix

NOVEMBER 15, 2007

Yes, you read that right: Web Analytics is listed both as a Solution Line and as a component of the CRM Solution. Different SAS documents show it including five or seven or nine of the components within the CRM Solution, and sometimes components of other Solution Lines. So is Profitability Management. Confused yet?

Customer Relationship Management 48

Customer Relationship Management Scorecard Customer Relationship CRM 48

Lumoa

OCTOBER 31, 2018

Let’s think in customer touchpoints instead. Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay! Companies do marketing, sales and CRM – the customer does the experience! Also, companies really need to transform their structures to reflect customer centricity.

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

1 to 1

JULY 25, 2024

Implementing Effective Customer Feedback Strategies To utilize these metrics effectively, companies must define clear metrics, data sources, scorecards, and KPIs aligned with strategic goals. CRM Integration : Correlating feedback with customer profiles for deeper insights.

Sentiment Analysis 20

Sentiment Analysis Customer Feedback Net Promoter Score NPS 20