Totango

OCTOBER 2, 2020

Equipped with the knowledge provided by customer data, you can help your customer survive tough times by offering practical solutions that add value and ultimately contribute to customer retention during economic downturns — even ones caused by a pandemic. Establishing Customer Status and Goals.

Customer retention 118

Customer retention Enterprise Best practices Metrics 118

ShepHyken

MAY 20, 2022

This week, we feature an article by Simona Benetinová, content manager at Nicereply , a company that helps organizations, of all sizes, provide outstanding customer service. She writes about customer loyalty and why your team should care about your brand’s Net Promoter Score. What is customer loyalty? Conclusion

Customer Service 184

Customer Service Best practices Surveys Feedback 184

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Kristen Hayer, Founder and CEO of The Success League , has witnessed this communication friction from both sides through her past experience as a customer success leader and through her current work running a customer success consultancy. Board meetings.

Metrics 98

Metrics Consulting Consulting Best practices 98

Totango

SEPTEMBER 15, 2020

The following stakeholder engagement best practices are a great place to start: Build Key Relationships. The more meaningful communication you have with your customers, the better your relationship will be. However, every type of stakeholder can benefit from the following stakeholder engagement best practices: 1.

Best practices 70

Best practices Personalization Customer retention Enterprise 70

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Totango

OCTOBER 8, 2020

Customer retention is the continuation of a valued service. In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Listen to Your Voice of Customer Programs.

Customer retention 63

Customer retention B2B Enterprise Best practices 63

Global Response

JANUARY 27, 2023

Far too many companies blindly track dozens of customer service metrics or KPIs without having a clear pathway to actioning them or understanding which metrics can truly move the needle for their customer satisfaction and bottom line. Your contact center should track both operational metrics and experiential metrics.

Metrics 62

Metrics Abandon rate Customer Service outsourcing 62

Totango

NOVEMBER 3, 2021

It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. Here we’ll cover some best practices for getting the most out of your NPS surveys. Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty.

Best practices 97

Best practices Surveys Upselling Journey mapping 97

Totango

NOVEMBER 3, 2021

It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. Here we’ll cover some best practices for getting the most out of your NPS surveys. Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty.

Best practices 96

Best practices Surveys Upselling Journey mapping 96

Totango

NOVEMBER 3, 2021

It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. Here we’ll cover some best practices for getting the most out of your NPS surveys. Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty.

Best practices 94

Best practices Surveys Upselling Journey mapping 94

Playvox

MAY 24, 2023

For just about any business or department, metrics are crucial to measuring performance. For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. The customer retention that follows these efforts makes them worth it.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Customer cohorts set your metric baselines.

Metrics 98

Metrics SaaS Surveys Self service 98

Amity

OCTOBER 23, 2018

This article was originally published on WnTD's blog. Tracking the proper metrics is essential in understanding how your business is performing. For now let’s concentrate on the following four main metrics. It is also worth engaging an independent unbiased third party to do a Voice of the Customer project and analysis.

Metrics 76

Metrics Best practices Customer retention SaaS 76

Totango

MAY 6, 2022

Here we’ll cover what you need to know about customer health scores. We’ll define customer health score, what metrics go into it, and what it tells you about customer accounts. Then we’ll lay out some steps you can take to improve customer health scores. What Is Customer Health Score?

Best practices 117

Best practices Metrics Upselling Journey mapping 117

Totango

MAY 6, 2021

What is customer retention ? We’ll discuss what customer retention means as a concept, as a strategy and as a metric. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. What Is Customer Retention?

Customer retention 74

Customer retention Best practices Education Benchmark 74

Totango

JANUARY 10, 2024

The goal is then to use these insights proactively to build cross-collaborative nurture strategies that will promote customer satisfaction, retention, and growth. The challenge with this, Beswada explained, is that it may not be your clients’ most important metric or KPI. “We

Sales 93

Sales industry standards Benchmark Healthcare 93

360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. It’s about who you are as an organization and who you need to be for your customers to live their best lives. .

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

Education Services Group

OCTOBER 31, 2023

Written by Colby Bock There are many posts and articles published by leaders in Customer Success that articulate an attempt to guide current and aspiring Customer Success Managers on their role. I crave to immerse myself in my customers’ stories. Simplify reporting so I can quickly focus on my accounts.

Best practices 52

Best practices Finance Upselling Customer retention 52

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Customer cohorts set your metric baselines.

Metrics 52

Metrics SaaS Surveys Self service 52

Totango

JUNE 26, 2020

COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win. Lean on Customer Data Segment Your Customers Be Proactive Communicators Be Flexible Revisit Goals and Success Points.

SaaS 92

SaaS Customer retention Best practices Telecommunications 92

Education Services Group

SEPTEMBER 15, 2020

You may be asking yourself ‘if this article is about marketing and I’m in Customer Success, why am I using my precious time to read it?’ It’s about gaining insight into customer engagement to understand how they’re interacting with your company. Each of these metrics is essentially the inverse of the other.

Metrics 52

Metrics Marketing Best practices Personalization 52

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have.

Best practices 126

Best practices Customer retention Metrics Enterprise 126

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Learn more about the role of customer success in your organization in this webinar.

First call resolution 70

First call resolution Best practices Upselling Education 70

Totango

FEBRUARY 9, 2024

That’s why it is important to understand and track both gross retention and net retention. Distinguishing between these two metrics can provide insight into the health and success of your company, so let’s take a deeper look into what each metric is, how to calculate them, and how to apply them. What is gross retention?

Upselling 109

Upselling Metrics Enterprise Best practices 109

Totango

JULY 22, 2022

You need to remain top-of-mind to ensure you stay relevant to your clients’ business and can continue to drive growth through retention and expansion. Leveraging customer success technology can help you implement the best practices that will enable you to efficiently engage and retain customers, as well as key stakeholders. .

Metrics 101

Metrics Best practices Customer retention Enterprise 101

TechSee

JUNE 16, 2022

In addition, Eric is a member of Miele’s International Service team, to help identify, streamline and share global best practices and promote service excellence. His background includes transforming organizations, implementing best practices, and optimizing processes enhancing operational excellence. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Performance metrics for evaluating and optimizing plan implementation. These steps chart a path to communicating the value of your product and brand to your stakeholders, promoting higher engagement and retention.

Management 85

Management Best practices Journey mapping Metrics 85

Totango

JUNE 30, 2021

Knowing how to boost product adoption after onboarding is critical for customer retention. Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product. When product adoption is low, these same metrics will reflect low usage.

Best practices 95

Best practices Customer retention Metrics Accountability 95

Totango

JULY 6, 2021

These components, which correlate closely with customer engagement and satisfaction , can be quantified by assigning key performance indicators to them. This makes customer loyalty a metric as well as a concept. Why Is Measuring Customer Loyalty Important? How Do You Measure Customer Loyalty?

Best practices 111

Best practices Metrics Surveys Customer retention 111

Totango

SEPTEMBER 20, 2022

First, we’ll define what customer enablement is. Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies. Finally, we’ll share five top strategies and best practices you can use to get the most out of your customer enablement efforts.

B2B 83

B2B SaaS Education Brand ambassadors 83

Playvox

JULY 31, 2023

Employee self-service allows employees to access a host of information and take care of simple processes themselves, such as requesting leave, checking on their schedules, performing shift swaps, and viewing their performance against KPI metrics. This timely reaction to metrics is crucial in a fast-paced contact center environment.

Self service 85

Self service Management Coaching Contact Center 85

Playvox

MARCH 27, 2023

We will delve deeper into both of these points later in this article. The Power Of Real-Time Support I’ve personally seen the impact that real-time support can have on customer service center productivity. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 3.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

NobelBiz

APRIL 3, 2023

Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services. This comprehensive article will dive deep into call center quality management. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

Totango

SEPTEMBER 13, 2022

We’ll show you how to create a customer success playbook customized for your business. What Is a Customer Success Playbook? Set well-defined goals leading to desired outcomes for each stage of your customer journey. Track metrics measuring customer success. Optimize customer onboarding.

SaaS 87

SaaS Upselling Best practices Customer retention 87

Playvox

MAY 25, 2023

The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape. For less urgent inquiries, customers lean on email as a preferred communication channel.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Lumoa

FEBRUARY 16, 2023

It will help you gather valuable feedback, identify customer pain points, and work towards better solutions. This article will explain what VoC is, how to use it, and tips on creating your own voice of customer template for your business. In This Article: What is Voice of Customer(VoC) and Why Is It Important?

Feedback 94

Feedback Best practices Analytics Surveys 94