ChurnZero

JANUARY 25, 2024

KPIs now include not just customer satisfaction scores but also revenue-related metrics like renewal rates, upsell and cross sell targets, and customer lifetime value. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

Education 52

Education Upselling Consulting Consulting 52

HGS

JUNE 28, 2018

They have an established relationship with a BPO provider, who is taking a more consultative, partner-oriented approach to its solutions. In many cases, BPO in this stage is about augmenting or eliminating processes with automation. This stage requires granular self-assessment and a willingness to change to make the partnership successful.

outsourcing 130

outsourcing Healthcare Business Process Outsourcing Strategic Value 130

ClearAction

FEBRUARY 27, 2016

It’s all about connecting: goals, people, metrics, processes, and data. Context is the mantra for making something strategic. When everyone sees a clear connection between what you’re doing and what the enterprise wants to become you’ll be viewed as adding strategic value. Connect Metrics.

Marketing 59

Marketing Strategic Value Metrics Enterprise 59

RapportBoost

NOVEMBER 5, 2018

We’re privileged to work with such forward-thinking and metrics-focused leaders as Heidi and the Jenny Craig contact center team to boost sales, employee retention and customer engagement. It’s an honor to be on hand to celebrate her well-deserved accolade!”. About ICMI .

Sales 40

Sales Contact Center Average Handle Time Employee engagement 40

NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

SmartKarrot

NOVEMBER 8, 2022

Leverage data, metrics and insights to build and strengthen the overall CS strategy, specifically working on delivering new CRM Analytics and Service Cloud platforms – ultimately working on customer health benchmarks and driving improvements. Foster a culture of metrics-driven performance in the Customer Success team.

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

CSM Practice

OCTOBER 7, 2019

The metric you employ should be personalized to your distinctive customer base and must properly defend the different risk levels, opportunities, and revenue from your clients. Other criteria could include the number of licenses, geo-location, strategic value, service package, etc. Staffing Model.

Accountability 40

Accountability Strategic Value Consulting Consulting 40