Editors note: This transcript has been edited for clarity. We caught up with her on the topic of metrics and more recently. You can read Melissa's CMSWire columns here. And just as Archimedes needed to perfect his measurement techniques to resolve the king's quandary, in the world of customer experience, mastery of the right metrics can lead to those elusive, yet sought-after 'Eureka!' moments. She asserts that proficiency in working with data is essential for success in the CX field. Additionally, Melissa addresses the crucial role of data in CX leadership. Melissa elaborates on the significance of these metrics in evaluating customer satisfaction and cultivating a loyal customer base, emphasizing the importance of a keen focus on these numbers for a company's success. In this latest podcast with CMSWire's CX Decoded, Melissa, a CMSWire Contributor, identifies two core metrics that CX leaders should prioritize: churn and net revenue retention (NRR ). Melissa Henley, an experienced CX leader at Luxion, the company behind KeyShot 3D software, explores the vital aspects of both customer and employee experiences. As with Archimedes' insightful 'Eureka!' moment, today's customer experience (CX) leaders must carefully monitor key performance metrics to uncover valuable insights about their customers. Elated, he leapt from the tub, exclaiming 'Eureka!' (I have found it!). In a moment of inspiration while bathing, he applied the concept of measuring volume to assess the crown's composition. The ancient Greek mathematician Archimedes famously tackled a pressing problem for his king: determining the purity of a crown. Not all customers are the same, so CX leaders must recognize and prioritize the needs of their most valuable customer segments in order to provide tailored support and drive success. Personal outreach to customers, whether they are promoters or detractors, helps build relationships, encourages feedback and demonstrates the company's commitment to customer satisfaction. CX leaders should focus on telling a story with their data, using metrics like NPS and CSAT, to gain valuable insights and feedback from customers. Balance multiple metrics, like NRR and GRR, to ensure an accurate and comprehensive view of customer success. Aim for an NRR over 100% to demonstrate successful customer base expansion and sustained growth. Prioritize reducing churn by focusing on customer needs to improve overall happiness and retention. Customer Experience Metrics That Matter to This CX Leader

Luxion software