Customer Experience Matrix

MAY 24, 2007

Perhaps the most substantive finding was that while 74% of the executives who implemented new customer self-service systems believed they now had higher customer satisfaction, only 14% of their customers rated their experience as “much better”. Twenty two percent actually said service had gotten worse. This is intriguing for two reasons.

Studies 120

Studies Customer Satisfaction Service FAQ 120

Customer Experience Matrix

APRIL 21, 2016

This provided a steady income stream and focused attention on customer satisfaction to ensure renewals. One key to its long-lived success was an early decision to sell software by annual subscription, rather than the one-time perpetual license standard in the industry when SAS started.

Work Management 120

Work Management Marketing Management API Resource Management 120

Customer Experience Matrix

FEBRUARY 18, 2016

Then I knitted together – at least to my own satisfaction – what had seemed to be disconnected observations. The event was superbly run, as usual, but I didn't sense any over-arching pattern until I was literally on my out the door and stopped for one last chat with some colleagues.

Conference 120

Conference Marketing Automation Services Content Customer Satisfaction 120

Customer Experience Matrix

JANUARY 5, 2016

In fact, it probably matters more: my primary objection to crowd-sourced software reviews has always been that users’ needs for software are so varied that simple voting based on user satisfaction isn't a useful indication of how a system will for any particular buyer.

Marketing Automation Services 120

Marketing Automation Services Software Lead Ranking Paid Search Agency 120

Customer Experience Matrix

DECEMBER 6, 2011

Each service types involves talking to different people: for deployment , talk to: deployment staff to understand their skill level, typical projects, and project management methods sales staff to understand deployment services and pricing references to understand the types of services provided and the quality of work for support , talk to : head of (..)

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Vendors 120

Customer Experience Matrix

JANUARY 13, 2014

The pictures below illustrate, at least to my satisfaction, how much more clearly the circle graph shows relationships among systems than the traditional boxes and layers. I know there’s nothing especially brilliant about circle graphs per se , but I’ve never seen one used in an architecture diagram.

Work Management 120

Work Management Marketing Management Planning Paid Search Agency 120

Customer Experience Matrix

APRIL 28, 2009

Results strike me as extremely positive -- about two-thirds rated both experiences as better than expected, with just a bit more satisfaction with the systems than the implementation. I actually looked to see if there was any relationship between deployment year and satisfaction, and it newer customers may be a bit happier.

Demand Generation 120

Demand Generation Customer Surveys Demand Marketing Automation Services 120

Customer Experience Matrix

MAY 21, 2015

There was also some modest boasting about HubSpot’s continued growth – which actually accelerated slightly to 58% year on year in the most recent quarter – and other achievements including 15,000+ customers, 2,300 partners, 900+ employees, and top satisfaction rating in industry surveys.

Resource Management 120

Resource Management Hubspot Marketing Automation Services Enterprise Management 120

Customer Experience Matrix

FEBRUARY 9, 2007

Most people would argue for an intervening variable such as a customer satisfaction score. And they are only one set of contributors to ultimate customer satisfaction, which is why an intervening variable for customer satisfaction score may actually make sense.

Optimization 120

Optimization Contingency Planning Customer Satisfaction Forecasting 120

Customer Experience Matrix

DECEMBER 9, 2008

satisfaction , defined subjectively by users on a scale of 1 to 5. The acronym USE stands for the three main categories: Usefulness, Satisfaction and Ease of Use/Ease of Learning. Satisfaction - I am satisfied with it. - even expert users may not make best use of the system if stop learning before they master all its features.

Marketing Automation Services 120

Marketing Automation Services Demand Generation User-Generated Content Customer Surveys 120

Customer Experience Matrix

OCTOBER 19, 2006

It found that companies making “best in class” use of precision marketing tools—which apparently means treating customers differently based on their value—enjoy higher customer retention, cross-sell and up-sell revenues, and customer satisfaction than companies that don’t.

Studies 120

Studies Marketing Management Paid Search Agency Cross-Selling 120

Customer Experience Matrix

DECEMBER 30, 2014

But a clever program could deduce satisfaction from things like size of the tip, on-time arrival, problem resolution time, below-average repair costs, and other variables that depend on the product. . - merchant ratings will be increasingly important currency as machines make more decisions and the decisions are driven by ratings.

Planning 120

Planning Work Management Marketing Management Paid Search Agency 120

Customer Experience Matrix

SEPTEMBER 21, 2006

And even the call center project was about measuring customer satisfaction and agent performance; it’s not clear whether agents were receiving customer-specific recommendations.) Yet we frequently hear that “real time analytics” is the hottest trend going.

Customer Satisfaction 120

Customer Satisfaction Aggregators Analysis Distribution 120

Customer Experience Matrix

OCTOBER 13, 2006

This is critical to moving from satisfaction--which a customer can have with many competing vendors--to customer loyalty, which a customer can only feel for only one firm in each category. Such applications are not new, but they highlight the importance of experiences that treat customers as part of a community.

Communities 120

Communities Lead Scoring Lead Ranking Ad Building 120

Customer Experience Matrix

SEPTEMBER 13, 2006

The American Power Conversion profile in particular described how “In 2004, APC launched a CRM program that included identifying touch points customers have with the company, capturing information on failed interactions, and determining what was needed to fix customer satisfaction at those points.

CRM 120

CRM Ideal Customer Profiles Customer Satisfaction Marketing Management 120

Customer Experience Matrix

JULY 29, 2008

Again, needs depend on both user activities and satisfaction with existing systems. Scope is a bit tricky as a dimension because systems will have different combinations of functions, and users will have different needs. But it’s easy enough to generate a specific checklist of items for users to consult.

Demand Generation 120

Demand Generation Work Management Demand Marketing Management 120

Customer Experience Matrix

DECEMBER 6, 2006

Customer service vendors use the term in connection with problem resolution and customer satisfaction. Web marketers think of it as what site visitors see, and talk about optimizing the experience in terms of managing page flows, improving response times and delivering interactive graphics.

Work Management 120

Work Management Marketing Management Marketing Budget Customer Satisfaction 120

Customer Experience Matrix

JULY 3, 2007

Different marketing activities affect different customer segments, different business measures (revenue, margins, service costs, satisfaction, attrition), and different time periods (some have immediate effects, others are long-term investments). Past marketing investments also affect current period results.

Planning 120

Planning Marketing Budget Creation Correlation Work Management 120

Customer Experience Matrix

JANUARY 22, 2007

If a product failed, the store would be responsible for ensuring customer satisfaction even if the manufacturer did not. But a more formal and comprehensive program would bring in additional sales during the initial installation, improve the chances of adding lucrative service contracts, and ensure repeat business.

SIC 120

SIC Cross-Selling Cable Advertising Agencies 120

Customer Experience Matrix

JANUARY 3, 2007

It is certainly possible to add operational metrics as inputs: say, on-time arrivals if you’re an airline or order fulfillment accuracy if you’re a distributor or customer satisfaction scores for just about anyone. This could give some measure of how experience impacts over-all results.

Marketing Mix 120

Marketing Mix Marketing Management Advertising Agencies Allocation 120

Customer Experience Matrix

MARCH 5, 2009

You can do that on your own through endless vendor meetings and random conversations with your peers, or can save time, effort and risk by purchasing the detailed, objective information conveniently assembled and beautifully packaged in the Raab Guide to Demand Management Systems for the low price of $595, satisfaction guaranteed or your money back.

Lead Scoring 120

Lead Scoring Lead Ranking Demand Generation Work Management 120

Customer Experience Matrix

FEBRUARY 7, 2007

But it’s not necessarily clear what a change in, say, a customer satisfaction rating actually means in terms of profit. The special advantage of using model components as key performance indicators is that you can show the impact of any change in terms of actual business value. This is a key point.

Analysis 120

Analysis Comparison Acquisitions Segmentation 120

Customer Experience Matrix

FEBRUARY 28, 2007

This might reflect either a change in the nature of the customers acquired during different years, or a change in customer satisfaction with their experience with the company. Showing how the values change for different Start Year groups show whether results are getting better or worse over time.

Cross-Selling 120

Cross-Selling Forecasting Classified Ads Acquisitions 120

Customer Experience Matrix

MARCH 29, 2016

Once the data is loaded, the measurement module provides dashboards and other reports to show marketing results including revenue impact; counts, conversion rates and velocity by funnel stage; and whatever other data the client has integrated, such as social sentiment or customer satisfaction.

Work Management 120

Work Management Marketing Management Multi-Touch Attribution Optimization 120

Customer Experience Matrix

NOVEMBER 1, 2014

So their over-all satisfaction level is no higher than smaller firms. They do in fact select more wisely, paying more attention to features and integration than marketers from smaller companies, and less to cost and apparent ease of learning.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Automation Planning 120

Customer Experience Matrix

NOVEMBER 8, 2013

It tracks this over time and uses the information in a variety of ways: to profile and summarize the health of each account; to send alerts about problems or opportunities; to display trends in usage, satisfaction, and other measures; and to analyze the customer base by relationship stage, revenue range, and other factors.

Enterprise Management 120

Enterprise Management Marketing Management Ideal Customer Profiles Marketing Automation Services 120

Customer Experience Matrix

MARCH 2, 2010

Eloqua last week announced a money-back satisfaction guarantee for clients who participate in its SmartStart deployment program. It does require extensive preparation, but Eloqua leads you through that too. Let's face it, folks: putting a good demand generation program in place is real work. By happy coincidence (OR WAS IT?)

Eloqua 120

Eloqua Work Management Marketing Automation Services Marketing Automation 120

Customer Experience Matrix

OCTOBER 12, 2006

Even companies that assess satisfaction with product performance and other non-Web experiences measure the value of single transactions without considering the impact on future behavior. Most look only at results within a given Web session and do not capture the identity of individual customers.

Customer Satisfaction 120

Customer Satisfaction Vendors Conference Optimization 120

Customer Experience Matrix

NOVEMBER 30, 2006

Focus on CRM goals: improve customer satisfaction, shorten sales cyclces, and increase revenue”). Prepare for product demos”) to deployment (“14. Implementation method is as important as product choice”, “15. Training can’t be ‘on the job’”, “16. Test, or crash and burn”, “17.

Enterprise Management 120

Enterprise Management Work Management Rules CRM 120

Customer Experience Matrix

OCTOBER 11, 2006

satisfaction is not the same as loyalty. Presentation is largely non-commercial, except that final question in each audit is whether you have evaluated Vtrenz’ product. A sly joke, perhaps? The papers take a largely conventional approache to the topic, which is what you want in this sort of overview. But a few points caught my eye.

Vtrenz 120

Vtrenz Enterprise Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

JANUARY 12, 2007

attitudinal measures such as customer satisfaction scores, net promoter scores, and customer comments. Like behavior measures, these measure customer activities. But they have direct financial values and thus can be tied into a lifetime value calculation.

Lead Ranking 120

Lead Ranking Enterprise Management Lead Scoring Forecasting 120

Customer Experience Matrix

DECEMBER 14, 2006

Some companies already do this by tying compensation to customer satisfaction scores. On the other hand, just introducing the metrics could be a useful educational measure and part of a larger transition strategy. Nor is it unheard of to base some compensation on such metrics.

Lead Ranking 120

Lead Ranking Work Management Cross-Selling Marketing Management 120