ShepHyken

JULY 31, 2018

Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?. This means that metrics like “average handle time” or “time to resolution” can be misleading.

Average Handle Time 195

Average Handle Time Metrics Customer retention Call Center 195

ShepHyken

JULY 31, 2018

Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?. This means that metrics like “average handle time” or “time to resolution” can be misleading.

Average Handle Time 195

Average Handle Time Metrics Customer retention Call Center 195

ChurnZero

JUNE 19, 2020

During the webinar, we discussed: How customer retention impacts the valuation of your company. How Customer Success can effectively drive retention. What data you need to get the investment in your Customer Success team. The big test is how companies will retain customers during the downturn.

SaaS 72

SaaS Metrics Surveys Customer retention 72

Education Services Group

FEBRUARY 3, 2021

“They offer a key component of an effective CS tech stack, and their Community platform is at the forefront of what I think will be one of the next big trends in Customer Success.”. ESG delivers Customer Success as a Service ® (CSaaS), enabling you to build, operationalize, and transform your CS organization.

Customer advocacy 52

Customer advocacy SaaS Self service Consulting 52

ClearAction

FEBRUARY 7, 2016

Loyalty is Not Just for Customers article. Customer-Centricity Means Customer-Centric BKM: Amazon, USAA, Zappos. Culture of Trust for Customer Experience Management BKM: Kimpton, Cisco. Customer Retention Begins With Trust article. Customer Retention Strategies webcast (18:37).

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Amity

SEPTEMBER 7, 2016

We sat down with Stephen O’Keefe, Director of Customer Success, to discuss how Customer Success has evolved at HubSpot over the last 7 years. Can you give us a brief overview of Customer Success at HubSpot, and of your responsibilities? I started in HubSpot in 2009 and I’m now coming up on my 7-year anniversary.

Upselling 0

Upselling Metrics Accountability Customer retention 0