ChurnZero

JUNE 24, 2022

In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. You can download the full report for net retention and gross retention benchmarks as well as retention metrics in relation to ACV, growth, size, and more.

Benchmark 52

Benchmark SaaS Metrics B2B 52

Balto

NOVEMBER 8, 2022

There are many metrics and KPIs (Key Performance Indicators) that give you insights into agent productivity, customer satisfaction, and employee satisfaction. These metrics can significantly improve your decision-making process and make your agents and customers happier. Key Metrics for Measuring Agent Performance. Call Volume.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Totango

AUGUST 25, 2022

In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Send email tips on advanced features to customers in the adoption phase.

SaaS 97

SaaS Upselling Metrics Journey mapping 97

Hodusoft

OCTOBER 22, 2021

Top 10 Tips to Improve the Productivity of Your Call Center Agents. Particularly, the metric- cost per contact. Additionally, to improve employee engagement and customer satisfaction, you can employ schedule adherence and conformance metrics. Call center metrics focus entirely on average handling time or average talk time.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

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. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 98

Metrics SaaS Surveys Self service 98

Global Response

DECEMBER 2, 2022

Start measuring performance by creating a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. But each account customizes the metrics to its specific situation, which may differ by product category, industry, sales strategy or any number of factors.

call center workforce 62

call center workforce Metrics Call Center Management 62

Dialer 360

MAY 3, 2023

Sales targets are the lifeblood of any call center, as they serve as a benchmark for measuring the performance and success of the company. Hitting sales targets is a crucial aspect of any business, as it not only boosts revenues but also enhances brand reputation and customer loyalty. Customer service and sales go hand-in-hand.

Call Center 26

Call Center Sales Abandon rate Scripts 26

JustCall

MARCH 13, 2023

A sales coaching plan is every sales manager’s best friend. This guide will walk you through how to create a robust sales training roadmap. What is a Sales Coaching Plan? Let’s understand how to create a high-performing and personalized sales training plan. Hit-and-miss sales goals.

Coaching 40

Coaching Sales Metrics Best practices 40

Callminer

JULY 23, 2019

Lack of Confidence: Some managers are great at meeting metrics and making schedules. Tools like interaction analytics can help call center managers identify relevant issues and deliver precise, targeted feedback to agents and have a more direct impact on metrics like call handling time. I mean, really listen and act on what they say.

Best practices 140

Best practices Feedback Call Center Coaching 140

Nicereply

DECEMBER 2, 2021

There are so many aspects of support that we measure and benchmark, and articles just like this give tips and tricks on how to improve. Metrics drive our businesses, but who determines those metrics differs from company to company. Camille notes that sometimes Sales offers better SLAs to close a deal.

Benchmark 98

Benchmark Metrics industry solution Sales 98

Nicereply

SEPTEMBER 4, 2023

Fortunately, your Net Promoter Score (NPS) is a solid metric to combat the gray area, and understanding it will give you strong insights into your customers’ perception of your business. Average NPS by Industry NPS Leaders by Industry Benchmarking your Net Promoter Score What is a Good NPS Score for SaaS?

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

Hodusoft

DECEMBER 28, 2022

Need, Metrics, and Best Practices. 5 metrics to evaluate the success of call center management. 5 metrics to evaluate the success of call center management. 5 metrics to evaluate the success of call center management. Monitoring the right metrics in call center operations promotes precision and growth.

Best practices 52

Best practices Call Center Metrics call center software 52

ChurnZero

MAY 29, 2020

Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

ThriveableBiz

FEBRUARY 27, 2022

Now that I’ve got that off my chest, I’ll move onto our top 10 tips on writing better surveys So let’s get into it. Even if you’re concerned about revealing a weakness or tipping off competitors. I share heaps of useful tips to help you in small business. Ok, let’s move onto my second tip. There are exceptions.

Surveys 52

Surveys Feedback Sales Marketing 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. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 52

Metrics SaaS Surveys Self service 52

Comm100

SEPTEMBER 28, 2022

Number of chats Agent utilization rate Average wait time Average chat time First contact resolution Invitation acceptance rate Sales conversion rates Visitor logs and wrap-up notes Customer satisfaction scores. Live Chat Benchmark Report 2022. We’ll look more at the average handle time metric later. Click here.

Average Handle Time 95

Average Handle Time Benchmark Wait times Metrics 95

Totango

MARCH 21, 2023

Identify metrics that drive impact Metrics are essential for customer success operations to thrive, and Katie highlighted NPS as a crucial organizational metric. Be sure to check out our recent blog from Customer Success Festival in Austin, 5 Tips to Supercharge your CS Operations Playbook.

Journey mapping 81

Journey mapping Benchmark Metrics Surveys 81

Nicereply

JUNE 6, 2022

Customer Effort Score is a metric used to evaluate how easy customers thought it was to get a resolution to their recent contact. Benchmarking Customer Effort Score: How do your CES results stack up? Podcast tip: Listen to our special episode with Scott Rothman , Market Director at Challenger Inc.

Customer effort 104

Customer effort Benchmark Surveys Consulting 104

aircall

MARCH 24, 2021

How would you describe your current sales prospecting plan? Is it an old-school numbers game, or are you working with a strategic sales prospecting plan? In the not-too-distant past, the general perception of the sales field was the more cold calls salespeople could make, the easier it would be to rise to the top of the leaderboard.

Best practices 62

Best practices Sales Scripts Outbound sales 62

aircall

JUNE 14, 2021

Call center metrics and KPIs provide a reliable and objective way to measure team performance while improving customer satisfaction. If you’re feeling lost or you’re having any doubts about how to measure team performance effectively, we’ve got 10 great tips to help you create top-performing teams. 9 Metrics for Team Performance.

Call Center 62

Call Center Metrics First call resolution Wait times 62

Nicereply

JUNE 6, 2022

Customer Effort Score is a metric used to evaluate how easy customers thought it was to get a resolution to their recent contact. Benchmarking Customer Effort Score: How do your CES results stack up? Podcast tip: Listen to our special episode with Scott Rothman , Market Director at Challenger Inc.

Customer effort 98

Customer effort Benchmark Surveys Consulting 98

delighted

NOVEMBER 10, 2021

Here are some tips to follow when translating your survey: Involve a native speaker. Set internal benchmarks per market. Also consider if your current core benchmark metric, such as NPS, is appropriate for use worldwide. However, to realize those benefits, your survey needs to be translated well.

Surveys 82

Surveys Feedback Benchmark Metrics 82

Global Response

MARCH 20, 2023

Although average handle time might seem like a small—and primarily internal—metric, it can make a big difference on customer satisfaction. While this varies some by industry, 6 minutes is a standard benchmark to aim for in the beginning. Are your call center interactions taking too long? Ready to perfect your CX?

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

ChurnZero

DECEMBER 27, 2022

Throughout the year, the ChurnZero team has shared content that explores so many different aspects of Customer Success, from career growth strategies and team management frameworks to retention tactics and industry benchmarks. 2/ 7 tips from the C-suite for future Customer Success leaders. 4/ Got self-doubt? Not so much.

Benchmark 90

Benchmark Metrics Accountability Enterprise 90

ChurnZero

AUGUST 25, 2021

It will help you set benchmarks to get a clear picture of your performance with your customers. A Net Promoter Score (NPS) is a customer satisfaction benchmark that measures how likely your customers are to recommend you to a friend or colleague. Keeping track of this metric can also help reduce support possibly needed in the future.

Journey mapping 98

Journey mapping Benchmark Feedback Metrics 98

ChurnZero

MAY 26, 2020

Sales and Marketing teams use data strategies to power the sales funnel with great success. Let’s say I sell into Sales, but I have additional opportunities with a VP of Product Marketing and a manager of Accounts Receivable. We’re striving to set a benchmark to be 95% accurate.

Sales 64

Sales Marketing Customer Experience Accountability 64

CX Accelerator

OCTOBER 25, 2018

Naturally, Customer Experience and AI were on the tip of everyone’s tongue. The question on the table…does the 15-year-old metric of NPS (Net Promoter Score) still have a place on CX dashboards? The bottom line is there is no "magic metric." NPS still has value.

Journey mapping 140

Journey mapping Metrics Contact Center Benchmark 140

Lumoa

APRIL 28, 2024

Sales through Word-of-mouth Marketing : People are 90% more likely to trust and buy from a brand recommended by a friend. Despite efforts to collect and analyze feedback, employees frequently struggle to pinpoint what affects these metrics. times more likely to stick with a brand when their problems are solved quickly.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Amity

JANUARY 6, 2017

Here are some tips that have helped me with goal-challenged customers: 1. For example, increase product sales and reduce lead generation expenses are too ambiguous to align expectations. I can tap into customer data to identify benchmarking metrics and benchmarks across similar customers, too.

Benchmark 70

Benchmark Sales Metrics Feedback 70

Joe Rawlinson

MAY 17, 2022

To get the most return out of their pay-per-click (PPC) campaign, businesses should learn which metrics to focus on and exert the most of their efforts. Now, the question is—what are the metrics and figures to benchmark for every industry? CPC is a metric that measures the cost an advertiser pays to the publisher (e.g.,

Benchmark 15

Benchmark Advertising Entertainment Real estate 15

Comm100

NOVEMBER 13, 2022

A Complete Guide of Tools, Tech & Tips. This meant a shift away from efficiency metrics towards agent wellbeing. In a live chat environment, surveys can be established post-chat to capture things like ratings and comments, or more defined metrics like a Net Promoter Score. How to Improve Customer Service.

Customer Service 78

Customer Service Chatbots Best practices Surveys 78

Genroe

JANUARY 21, 2015

So you don’t have to re-learn those lessons the hard way I’ve pulled together this massive list of Net Promoter best practice tips. Note that these tips pretty much apply to any Voice of the Customer or Customer feedback (but not market research) process. NPS is Not Just a Metric. Don’t Bother Benchmarking Your Score Externally.

Best practices 110

Best practices Surveys Benchmark Feedback 110

SharpenCX

OCTOBER 6, 2021

According to Gallup’s State of the American Workplace report, engaged employees are more likely to improve customer relationships, increasing sales by 20%. Do customers have a sales question? Set clear metrics to drive your team. First, choose the contact center metrics you want to improve and focus on. A technical issue?

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

Totango

MAY 6, 2021

We’ll discuss what customer retention means as a concept, as a strategy and as a metric. Use these tips to increase your customer retention rate and maximize your repeat business revenue. Your sales team can focus on truly growing your revenue. We’ll highlight its direct relevance to revenue and its other compelling benefits.

Customer retention 74

Customer retention Best practices Education Benchmark 74

Lumoa

FEBRUARY 14, 2024

It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Vistio

MARCH 11, 2024

Whether your agents are in sales, customer service, or any other client-facing role, the success of your business often hinges on the effectiveness of your agent’s training. If you work in a contact center, you know just how crucial a well-trained agent can be. But how can you tell if your training program is actually doing its job?

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

AskNicely

SEPTEMBER 26, 2015

Give specific metrics in your commentary so there’s less need for clarification: Bad Commentary. “Our NPS metric across our Aunty demographic has declined by 2 points with high pricing as the key trend” Insert questions you want answered into your agenda, not broad topics. She loves us. ” Good Commentary.

SaaS 68

SaaS Benchmark Metrics Accountability 68