Wootric, the CX management platform for maximizing customer lifetime value (CLV), has been recognized as a High Performer in the G2 Crowd Grid Report for Experience Management for Fall 2020. Wootric also outperforms the category on all satisfaction measures including ease of use. Notably, Wootric, which seeks to drive business outcomes from customer experience efforts, […]
Marketing & CX
How to Translate a Journey Map into a CX Survey Strategy
Creating a customer journey map is the first step toward designing a superior Customer Experience (CX) that drives end-user growth. Rather than rushing in and narrowly focusing on a single touchpoint to measure success, a customer journey map helps you evaluate the journey as a whole—providing a bird’s-eye view of everything. Once you’ve mapped out […]
How to Improve CX Survey Response Rates
Are you happy with your survey response rate? A low response rate can be a problem because you’re not only missing out on valuable data, but you may be irritating your customers by sending complex surveys at the wrong time. Heck, even if you’re not irritating them, you might be confusing them at the very […]
5 Customer Experience Competencies to Drive Business Growth
In the modern consumer-led environment, the customer experience is of paramount importance. Whether you’re offering omnichannel contact center solutions like we do at RingCentral or work in online retail, you must go the extra mile to ensure that customers enjoy the best possible experience. If you don’t, you can rest assured that your competitors will. […]
One Critical Element Missing From Your Customer Advocacy Efforts
Think about the last time you had an incredible experience with a company. From start to finish every interaction was seamless. Finding the product or service was effortless, the download or purchase process was simple, you quickly received the product, the user experience was intuitive, and it was easy to get answers to any questions […]
Do You Need a CX Operations Manager?
CX Operations, or Customer Operations, is all about the systems, automation, and lines of communication that make possible a unified, cross-functional, customer journey approach to improving customer experience. Do you need a CX Operations manager dedicated to this effort? Let’s find out. Getting customers to fall in love with your company requires understanding the entire […]
Increasing Customer Lifetime Value (CLV): 10 Tips from Successful Startup Leaders
There’s so much buzz these days about growth hacking that it’s easy to forget a fundamental truth about marketing—winning a new customer costs a lot more than keeping an existing one (anywhere from 5 to 25 times more, according to the Harvard Business Review). Existing customers that spend more, come back more often, stay longer, […]
The Accountability Framework for Product-Led Growth Metrics
In order to ensure shared accountability for product-led growth metrics, start by defining the metrics that matter most within the 5 growth pillars: Acquisition, Activation, Revenue, Retention & Referral. Utilizing Inturact’s SaaS Actionable Metrics Framework can help you do this. Once the team agrees that these are the metrics to concentrate on, and tracking on them […]
Customer Lifetime Value: A Guide to the Northstar Revenue Metric
The technical definition of Customer Lifetime Value (CLV) is the revenue earned from a single customer over time. It’s an equation that subtracts the cost to acquire a new customer (CAC) from the total revenue from that customer. The goal is to make the revenue-over-time from each individual customer as high as possible. But the […]
How Tech Uses CX Metrics to Find Bottlenecks to Product Led Growth
We are all competing in the End User Era now. Investor Blake Bartlett coined the term “End User Era” to capture an important shift that is happening on an organizational level across industries: “Today, software just shows up in the workplace unannounced. End users are finding products on their own and telling their bosses which […]
