CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics Upselling SaaS Accountability 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Customer Financial Metrics. Customer Health Metrics. Customer Usage Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Customer Financial Metrics. Customer Health Metrics. Customer Usage Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CX Journey

MARCH 17, 2015

I originally wrote today''s post for Confirmit in November 2014. In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. One of the questions posed by Bob during the webinar was: “ How can managers avoid the metric becoming a goal rather than an indicator?

Metrics 77

Metrics Chief Customer Officer Coaching Feedback 77

aircall

JUNE 28, 2022

By the way, transparency is at the center of our values, that is why for the past eight years we’ve been communicating regularly to our entire team our most important metrics, our ARR, our NPS, our profit margins, and more. 2014: The MVP. And since day one, we’ve had a Slack bot that publishes our current MRR every morning.

SaaS 147

SaaS Engineering Metrics Telecommunications 147

AWS Machine Learning

JUNE 28, 2022

The input data is a multi-variate time series that includes hourly electricity consumption of 321 users from 2012–2014. Alternatively, if you are looking for a fully managed service to deliver highly accurate forecasts, without writing code, we recommend checking out Amazon Forecast. Train an optimal LSTNet model using GluonTS.

Metrics 81

Metrics Healthcare Accountability Transportation 81

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Managing a contact center has a unique set of challenges.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

aircall

SEPTEMBER 7, 2022

Aircall is easy to get up and running, integrates with all your backend systems and provides the metrics you need to manage your business while improving your productivity and efficiency. In today’s world, customers expect a premium and consistent experience which is difficult with a dispersed and flexible workforce.

SaaS 62

SaaS Finance Metrics Management 62

Call Center Weekly

NOVEMBER 9, 2017

By Mike Aoki I recently had a conversation with Brad Sellors, Managing Director at InfiniteKM , regarding knowledge management systems (KMS), consistency and compliance. How can a knowledge management system help Agents be compliant? This can all be done via the knowledge management platform. That ensures consistency.

Contact Center 149

Contact Center contact center associations Banking Education 149

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Check out Irit’s interview where she gives insights into how you can manage churn efficiently. . So those are the metrics that I would look into when I’m looking at churn. Q: Please introduce yourself.

Management 52

Management Upselling Accountability Metrics 52

AWS Machine Learning

SEPTEMBER 8, 2023

You need permissions to deploy AWS CloudFormation templates, push to the Amazon Elastic Container Registry (Amazon ECR), create Amazon Identity and Access Management (AWS IAM) roles, Amazon Lambda functions, Amazon S3 buckets, Amazon Step Functions, Amazon OpenSearch cluster, and an Amazon Cognito user pool.

Construction 107

Construction Metrics Best practices APIs 107

CSM Practice

MAY 22, 2020

However, despite the increase in the demand for effective customer success managers and teams, there is no standardized incentive model to compensate them. In this guide, we’ll explore the available compensation plans, the right framework for thinking about customer success manager compensation, and best practices.

SaaS 126

SaaS Metrics Accountability Customer centricity 126

Amity

OCTOBER 5, 2016

Launched in 2014, Typeform has already reached over 1.5 Our Customer Success mission statement is to “ retain and grow our customers by helping them achieve their goals ” and our metrics is Net MRR Churn. There is Customer Support, Customer Experience, Education, Account Management, and Sales.

Education 129

Education Metrics Accountability Sales 129

CSM Magazine

FEBRUARY 14, 2023

Change management is a discipline that extends beyond communication to establish and reinforce new norms. Service level and speed to serve will regain ground as some of the most critical metrics. Training and knowledge management are key. It is not just a process or new technology.

Contact Center 52

Contact Center outsourcing Business Process Outsourcing Consulting 52

Call Journey

MAY 30, 2021

The identification and systemic management of complaints and issues. Boards and executive committees are responsible for adapting to and managing the updated requirements. According to ASIC, organisations should not rely solely on front line staff to identify and manage complaints. The full overview can be found here.

Complaint resolution 52

Complaint resolution Education Engineering Metrics 52

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Jonas Rasschaert, PieSync’s Customer Success Manager, pointed to three things that make PieSync’s Customer Success strategy thrive.

SaaS 98

SaaS Upselling B2B Metrics 98

Talkdesk

OCTOBER 8, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. Bank branch closures create additional costs for local business owners, making it harder to manage cash flow, maintain productivity levels and contribute to the wider local economy. Impact on small businesses. Viability of the cash system.

Banking 119

Banking Chatbots Virtual Agent Contact Center 119

Help Scout

APRIL 29, 2021

For proof, compare this 2014 customer promise from Comcast — “We are committed to providing Comcast customers with a consistently superior customer experience” — to this recording from the same year. Their success metrics should have a clear customer focus, and their leaders should care about customer experience.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

Kayako

MARCH 14, 2022

Check out our Ultimate Guide to Customer Service Metrics Cheat Sheet for how to measure customer support performance metrics today. . Why Is It Important to Measure Customer Service KPIs and Metrics for Telecom Companies? KPIs aren’t metrics collected just for the sake of data. 5 Top Telecom Customer Service KPIs.

Customer Service 62

Customer Service Metrics Surveys Wait times 62

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Win the Customer

NOVEMBER 14, 2016

Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. More UK businesses are nailing both metrics; but customers aren’t after just a quick response. How you respond can also result in some fascinating wins. Conclusion.

Customer Service 145

Customer Service Airlines Marketing Banking 145

Lumoa

MAY 19, 2020

In 2014, Peter Kriss of the Harvard Business Review reported that happy customers spend up to 140% more than those who had a negative experience. found that the best chief executives don’t allow one management process to foil another. In the example below, we’ve done some research that you can leverage in your own business case.

Customer Experience 103

Customer Experience Metrics CRM Customer retention 103

Vonage

JULY 27, 2015

Our cloud solution helped enterprise mobility management company, MobileIron , do just that, ensuring customer data was available to agents across the world and allowing call quality to be monitored globally. Call centre management. It’s difficult to manage a customer service department without an accurate picture of what’s going on.

Technology 125

Technology outsourcing Enterprise Sales 125

CSM Practice

MARCH 13, 2020

Team managers who can promote adoption. Your CSMs, Account Managers, and other top-level executives can be mapped to your executive sponsors depending on their account segment. For instance, you can map your CEO to sponsors in enterprise companies and map your Customer Success Managers and Directors to SMB and mid-touch customers.

SaaS 82

SaaS Best practices Enterprise Accountability 82

Mindtouch

MAY 14, 2018

In 2014, we interviewed Blaisdell about the origins and arguments for a customer success program. As a performance metric, though, customer churn can be highly useful in understanding the reasons why customers churn. For more tips, read our guide to what Knowledge Managers get wrong about NPS score. CSM response automation.

Customer retention 66

Customer retention Customer effort SaaS Metrics 66

Clarabridge

OCTOBER 27, 2015

This does not mean that their customer experience management (CEM) initiatives are failing. In most cases, these companies just do not have a good way to measure the impact of the customer experience on metrics like revenue. Harvard Business Review, 2014. ** Forrester Research, 2015.

Revenue potential 75

Revenue potential Customer retention Metrics Customer Experience 75

Customer Interactions

JULY 7, 2015

This week’s CX Buzz is all about metrics. Within the contact center, managers are increasingly tracking their employees’ performance. Perhaps they are undermining their employees by failing to communicate or have shoddy management processes? But are they measuring the right things?

Big data 28

Big data Contact Center Metrics Management 28

SharpenCX

SEPTEMBER 16, 2020

Back in 2014 Deloitte talked about an important trend – the overwhelmed employee. . Set conditions and monitor customer conversations for trigger words like “cancel,” so managers and supervisors can jump in and lend a helping hand in-the-moment. Regular Coaching and Feedback.

Multichannel 67

Multichannel Customer Experience Coaching Contact Center 67

CallSource Insights

MAY 29, 2019

Digital management should be a priority for companies looking to increase brand awareness, acquire additional customers, and improve their reputation online. Cookies are not altogether dead as many would have suggested back in 2014. Some digital management vendors may have too little or too much available for you to utilize.

Management 40

Management Advertising Engineering Analytics 40

Amity

APRIL 24, 2017

Since 2014, Loopio has been helping hundreds of companies win more business by supercharging their response process for RFPs, RFIs, and Security Questionnaires. Along with my two Co-founders, we created Loopio in January of 2014. They manage different types of customers and focus on the proactive “coaching” activities.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

CSM Practice

FEBRUARY 20, 2020

A survey of 100 customer success leaders, conducted by Gainsight in 2018, revealed that the maturity level correlated with the financial metrics of the company: Reactive; GRR is 80%, and NRR is 92%. Develop the right playbooks to manage the risk. So why obsess over data and strive for maturity? Outcomes; GRR is 89%, and NRR is 113%.

Analytics 52

Analytics Customer centricity Metrics Accountability 52

Influitive

MAY 15, 2015

If you were to ask a group of community managers what keeps them up at night, you’d likely hear the same two or three concerns at the top the list: engagement , lack of resources and, of course, ROI. The problem is, many B2B community managers are unsure about how to get started. Define your goals and make a plan. Look at the numbers.

B2B 61

B2B Metrics Benchmark Feedback 61

Amity

OCTOBER 12, 2016

Best of Customer Success Today: Both of these metrics [Customer Churn and Revenue Churn] look at different aspects of your company's health, and in terms of deciding which is "best", or which takes precedence, the simple answer is neither. The Service Layer: What Product Managers Need to Know About Customer Success.

SaaS 64

SaaS Upselling Metrics Education 64

AWS Machine Learning

NOVEMBER 16, 2023

Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care. Enable a data science team to manage a family of classic ML models for benchmarking statistics across multiple medical units.

Healthcare 92

Healthcare Government Engineering APIs 92