Customer Experience Management ROI: A Sitecore DMS Case Study
The ROI of Customer Experience
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The ROI of Customer Experience
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Transcript of The ROI of Customer Experience
“Our CSAT has never been higher!!!!!” —(SOON-TO-BE LOOKING FOR EMPLOYMENT) CUSTOMER INSIGHT DIRECTOR
Actual Behavior
Behavioral Likelihood
Customer Satisfaction
0%
100%
0 1 2 3 4 5 6 7 8 9 10
90%
40%
9%
50%
34%
16%
CUSTOMER PROFILE
81%
44%
16%
BEHAVIORAL LIKELIHOOD
x
x
x
=
=
=
40.50
14.96
2.56
RETAINED REVENUE INDEX
50%
34%
16%
CUSTOMER PROFILE
81%
44%
16%
BEHAVIORAL LIKELIHOOD
x
x
x
=
=
=
40.50
14.96
2.56
58.02
RETAINED REVENUE INDEX
51%
34%
15%
CUSTOMER PROFILE
81%
44%
16%
BEHAVIORAL LIKELIHOOD
x
x
x
=
=
=
41.31
14.96
2.40
RETAINED REVENUE INDEX
51%
34%
15%
CUSTOMER PROFILE
81%
44%
16%
BEHAVIORAL LIKELIHOOD
x
x
x
=
=
=
41.31
14.96
2.40
58.67
RETAINED REVENUE INDEX