aircall

JULY 25, 2022

We’ve got a lot of experience helping SDR managers understand their team’s performance through numbers, so we’ve short-listed the eight metrics our clients and partners (and our own sales teams!) 8 Essential Sales Call Metrics. or strategic priorities (SMB, big accounts, etc.). find the most useful. Number of Calls Per Day.

Metrics 62

Metrics Sales Management Accountability 62

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Personalization (25.8% Accessible NOW!

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Given this backdrop, it’s easy to ascribe this insecurity with and disconnection from investors to personal flaws and incompetence or inherent incompatibility – when what these differences really come down to is communication styles. Board meetings.

Metrics 98

Metrics Consulting Consulting Best practices 98

Steve DiGioia

JUNE 26, 2023

We use numerous metrics to gauge customer sentiments. Does this mean that metrics, certifications, and expert suggestions don’t have value? Be able to explain your processes to 100 customers a day and still make it sound personal and sincere. Hold Your Team Accountable When mistakes happen, don’t discount them.

Customer centricity 195

Customer centricity Coaching Metrics Accountability 195

Beyond Philosophy

NOVEMBER 30, 2023

The CEO once told me that the only thing he would have done differently would have been to put a measure in every person’s compensation tied to customer experience metrics from the beginning. Getting there required every person in the organization to reflect on how they could help achieve that. NICE Systems, Inc.,

Finance 195

Finance Customer centricity Accountability Technical Support 195

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

Beyond Philosophy

DECEMBER 10, 2021

Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. He says that the financial metrics most companies use for valuations point you toward the wrong investments. Reichheld also wanted it to be accounting-based because it is well regulated, and there are rules for measurement.

Airlines 273

Airlines Metrics Accountability SaaS 273

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape. Top 4 Metrics Chief Customer Officers (CCOs) Must Know. To find out who wins, check out the recap.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ShepHyken

JULY 22, 2016

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. It is no doubt that excellent customer support is crucial to success. Shep Hyken.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

Totango

APRIL 16, 2021

Personalized customer engagement promotes more active use of your product and stronger relationships with your brand. Personalization builds customer trust in your brand, strengthening your relationship. Learn what types of communication you can personalize and what techniques you can use to promote personal engagement.

Personalization 69

Personalization Upselling Benchmark SaaS 69

JustCall

FEBRUARY 28, 2020

Or, Are you looking for an Account Manager job description that can take you through your interview? Well, whether you yourself are going to take up the role of an Account Manager or you are looking out for hiring one. This blog post will give you a complete idea of an Account Manager job description.

Accountability 52

Accountability Management Finance Upselling 52

CustomerSuccessBox

APRIL 19, 2022

This will enable enhanced personalization efforts and make your customers feel that you truly understand them. Similarly, customer journey analytics will allow contact center professionals to smoothly monitor contact center metrics and help them analyze the serious metrics that impact key business objectives like the cost to serve, NPS, etc.

Metrics 52

Metrics Analytics SaaS Journey mapping 52

CSM Practice

JUNE 6, 2020

The renewal rate metric also provides a quick overview of customer success team performance before in-depth analysis. Each metric compares the amount of the variable that was renewed against the maximum amount that could have been renewed. A low renewal rate creates a leaky revenue bucket that prevents significant revenue growth.

Metrics 89

Metrics SaaS Accountability Upselling 89

Mindtouch

JANUARY 23, 2020

To that end, we worked hard this past year to help our customer base run audits to identify the MindTouch ROI and value metrics they care most about—data points not inherently baked into our product. This included metrics around cost savings, efficiency gains, and revenue generation. Want to see what you’re saving with MindTouch?

Metrics 62

Metrics B2C B2B Self service 62

Expivia

APRIL 29, 2021

If you know what your performance metrics are, you know how well you’re doing. While there are a lot of different kinds of call center metrics, these 15 KPIs are the most crucial to monitor. Below, you’ll see a list of important call center metrics you need to know about and track. Except, it may not be the right person.).

Call Center 98

Call Center Metrics Average Handle Time Interactive Voice Response 98

ClientSuccess

JUNE 22, 2021

While this means you’ll be able to work in a closer capacity with coworkers, it also means the return of in-person customer meetings. Here are five keys to remember if you’re returning to in-person customer success meetings soon: 1. In-person meetings, especially those with clients, require clear goals and agenda items. .

Personalization 52

Personalization Metrics SaaS Accountability 52

Totango

JULY 29, 2022

With this module, you can: Improve efficiencies within your upsell process by using personalized campaigns to automatically reach out to key contacts when they’re running low on licenses. Some of the metrics tracked in this Scorecard include: Accounts with 95%+ license utilization. Accounts with 95%+ licenses consumed.

Upselling 112

Upselling Enterprise Accountability Metrics 112

Beyond Philosophy

JANUARY 13, 2022

The sales team’s compensation and work performance-related metrics are linked to their active accounts. Also, sales teams often have no idea about account management costs, whether the account requires extra effort for timely bill collection, or how those difficult contact center interactions take a toll on the organization.

Accountability 195

Accountability Consulting Consulting Sales 195

VirtualPBX

NOVEMBER 8, 2023

In this blog, we are excited to present three compelling case studies that vividly illustrate how VirtualPBX has significantly elevated the performance of these businesses, making them more efficient and customer-centric. We liked the personalized training that came with it. The solution? VirtualPBX.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

Monet Software

JULY 30, 2019

How well agents perform their jobs, and how well they adhere to company policies and procedures has a direct impact on KPIs and other critical metrics. Since staffing accounts for as much as 70% of most call center budgets, performance analytics provide actionable intelligence that can impact forecasting and scheduling.

Analytics 48

Analytics Call Center Metrics Average Handle Time 48

Toister Performance Solutions

AUGUST 22, 2017

Celeste Peterson, a Customer Advocacy Supervisor at Palo Alto Software, asked: What do you think are the most important metrics to track for a small customer service team? Celeste's question intrigued me personally because I've heard it a lot recently and even wrote this blog post about it. There were a few nice responses.

Metrics 68

Metrics Customer advocacy Feedback Accountability 68

COPC

FEBRUARY 6, 2023

Employees who understand the organization’s expectations of them and who receive consistent assessments can accomplish both personal and professional objectives. 2022, Employee Engagement Research Series, Global Report We found that organizations report very few metrics to frontline staff frequently.

Management 79

Management Employee engagement Metrics Contact Center 79

Totango

NOVEMBER 25, 2020

To prevent these churn-centered scenarios , organizations are increasingly turning to platforms like Totango to engage customers on a personalized level that their rivals can’t match. . Feedback metrics like NPS and CSAT scores. Product usage and adoption metrics. Number of Accounts. Account Coverage. Touch points.

CRM 108

CRM Upselling Metrics Accountability 108

CrazyCall

JANUARY 28, 2019

Thanks for coming back to read “TOP 20 Call Center Metrics Managers Can’t Ignore – Part 3”! In our previous blog posts, we’ve discussed the most basic inbound and outbound call center metrics to help you ensure customer satisfaction and keep your call center agents organized. Average handling time. #12. Transfer rate. #13.

Call Center 49

Call Center Metrics Average Handle Time Management 49

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Accountability 47

Accountability Management Upselling SaaS 47

Totango

APRIL 6, 2023

Automation to scale and deepen customer engagement Video Business Reviews (VBRs) Creating personalized campaign content for the “tech touch” segment of your customer base is difficult because it’s so time consuming. VBRs provide account-specific data with real-time metrics that increase customer engagement and retention.

Enterprise 86

Enterprise CRM Sales Customer retention 86

Totango

JUNE 30, 2020

Make sure the metrics behind health scores and early warning systems are updated to account for the new environment. Segmentation, which we will talk about next, is critical to implementing this personalized messaging strategy. Many are trying to reduce costs and will want to know how to do more with less. Deliver Value.

Best practices 126

Best practices Customer retention Metrics Enterprise 126

Totango

MAY 11, 2021

Performance metrics for evaluating and optimizing plan implementation. Personalize automated communication. The first step is to identify the key stakeholders for a given account and their roles. Determine who the stakeholders are for specific accounts. How Do You Optimize Stakeholder Engagement? Legal advisors.

Management 85

Management Best practices Journey mapping Metrics 85

JivoChat

DECEMBER 25, 2022

Learning how to connect Google Analytics to Shopify is very important to help you measure essential metrics from your online store. You can also know where the access came from, for example, if the person entered your website through a link on Instagram, via Google research, or an ad on a blog. . Create a Google Account.

Analytics 75

Analytics Accountability Sales Metrics 75

aircall

OCTOBER 17, 2022

As our partners at Richpanel share, “Win rate is not just a sales team’s metric. Sales win rate is only one metric, but it gives you important information about the quality of your sales process and where you need to improve. . Megan Cull, Strategic Account Executive, Team Lead at Aircall . How to Define Your Sales Win Rate.

Sales 117

Sales Gamification Metrics Accountability 117

delighted

JANUARY 19, 2023

Send from your own email domain Add more personalization to survey emails by sending them from your domain. Read more about the in-app link builder on the blog. iOS widgets Delighted’s iOS Widgets offer the easiest way to view your key customer experience metrics on the go. See more widget examples on our blog.

Surveys 52

Surveys Engineering Accountability Feedback 52

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? Despite efforts to collect and analyze feedback, employees frequently struggle to pinpoint what affects these metrics.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Nicereply

FEBRUARY 2, 2024

Customer Experience vs. Customer Service vs. Account Management While there are similarities with other customer-facing initiatives, you shouldn’t confuse customer success with other similar terms. To help you make the distinction, here are brief explanations of customer success, customer experience, customer service, and account management.

Education 59

Education Accountability Customer retention Journey mapping 59

CustomerSuccessBox

JUNE 24, 2022

Monthly Recurring Revenue is a SaaS metric that you should be tracking in order to see where your SaaS business stands. This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. It helps companies keep up with the accounts they’ve closed, and maintain, retain, and expand them.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Totango

DECEMBER 1, 2021

In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. These characteristics make an agile approach personalized, engaging and flexible. Delivering more customized, personalized CS outcomes. Making personalized customer success management scalable.

Government 97

Government Journey mapping Accountability Benchmark 97

Totango

JUNE 1, 2021

The reality of the unique relationship you share with your customers is captured in the data your customer success software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Personal: Behavioral data and demographics. Support: Help desk tickets and support status.

Enterprise 69

Enterprise Upselling Metrics Accountability 69