ChurnZero
JUNE 2, 2021
SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. If they stop using it, depending on what the metric is that it’s based on, it’s more volatile. Salesforce started it and they went public in 2004. How does your company stack up to its peers in this regard?
Beyond Philosophy
MAY 8, 2019
In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. So, in other words, when your customers feel these, you can get blips of improvement in your “value” metrics. It was a tough audience. It was not an unfair question, but it was one for which I had no answer.
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Fonolo
FEBRUARY 9, 2023
In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Rockwell, which got out of the call center business in 2004, was one of the pioneers of the technology.
Netomi
JANUARY 5, 2022
Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. She has served clients as an independent consulting partner since 2004.
Fonolo
JUNE 9, 2014
In the world of contact center metrics, “service level” has always held a special place. With so much riding on this metric, it’s shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation. Its origins go back over 5 decades, to the earliest days of call centers.
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