What is our Marketing ROCX Program?
Our ROCX program is the fusion of Revenue Operation (RevOps) and Customer Experience (CX). It’s where efficiency meets customer satisfaction, process meets people, and design meets execution.
By connecting you with the combination of CX Thought Leaders and Technical Architects, we unlock your ability to design and implement customer-centric solutions that not only drive superior customer growth but are technically feasible and financially effective.
Where your bottom line breaks glass ceilings.
How do RevOps & CX work together?
Maximize Revenue
RevOps focuses on maximizing revenue by streamlining processes and leveraging data. RevOps emphasizes efficiency to fuel growth.
Create Exceptional Experiences
On the other hand, CX revolves around creating exceptional experiences at every step of the customer journey. By understanding customer needs, designing personalized interactions, and addressing pain points, CX emphasizes customer satisfaction, loyalty, and engagement to drive growth.
Align people, process, and technology
RevOps typically involves creating a centralized Revenue Operations team that collaborates closely with sales, marketing, and customer retention departments. It aims to align people, process, and technology.
Delight at Every Touchpoint
CX initiatives often require a customer-centric culture throughout the organization, with collaboration across multiple departments. Companies may establish dedicated CX teams or appoint a Chief Customer Officer (CCO) to oversee CX strategies and ensure consistent delivery of customer delight at every touchpoint.
How are RevOps and CX measured?
Every business initiative has 3 Core Metrics:
a North Star Metric
an Efficiency Metric
and a Quality Metric
Think of them in the shape of a triangle, with the North Star at the top.
Your North Star Metric is your primary measure of success:
It is a single, overarching metric that aligns the entire organization and provides a clear focus on what matters most. The North Star Metric reflects the core value that the product or business delivers to its customers and represents the ultimate goal that drives sustainable growth. Examples are: Nights Booked for Airbnb, number of messages sent for Whatsapp, and Customer Lifetime Value for just about any industry out there.
RevOps is your Efficiency Metric:
In other words, how quickly do you deliver your core value to customers? An example efficiency metric for a customer onboarding team is Avg. Time to Graduation. You’ll know you have a strong RevOps team if your processes are fast, your systems are usable, you can make data-driven decision, and your profits are optimized.
CX is your Quality Metric:
In other words, how good are you at delivering your core value to customers? The most frequent examples are Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), or Customer Effort Score (CES). You’ll know you have a strong CX team when you have happy customers, high retention, and a strong, lovable brand.
Ways to Rock:
There are many ways to rock, but here are a few common requests we get:
Building Brand Journeys that better align your desired-state vs. current-state customer experience
Running SEO Audits to help you find your customers’ “love language” and create content that sells
Optimizing MarTech Workflows to reduce internal workloads & gain better reporting
What’s the end result?
Operational Excellence.
You’ll know you’re rocking when these are true:
Revenue Growth
Increased Customer Satisfaction
Enhanced Operational Efficiency
Enhanced Employee Engagement