ChurnZero
FEBRUARY 4, 2022
Customer Success Metrics that Your Investors and Board Care About. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. What metrics do investors care about? Best practices to better engage your investors and board.
PeopleMetrics
DECEMBER 18, 2015
In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. It examines two popular transactional customer experience metrics. The first installment of two, this post looks at four customer experience best practices when managing change in your company.
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ClientSuccess
FEBRUARY 23, 2018
This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. I knew I wanted a used (preferably 2015 or newer and in very good to excellent condition), 6-speed manual transmission with less than 50,000 miles. Until next time!
Talkdesk
SEPTEMBER 2, 2015
We invited Samuli Zetterberg, CEO and Founder of Surveypal to share his wisdom with us on Tuesday, September 1, 2015. The surveys often measure Net Promoter Score (NPS) which is a simple metric that rates the likelihood customers to recommend your brand to others. This is achieved by measuring different interactions via surveys.
TechSee
JUNE 16, 2022
In addition, Eric is a member of Miele’s International Service team, to help identify, streamline and share global best practices and promote service excellence. His background includes transforming organizations, implementing best practices, and optimizing processes enhancing operational excellence. Follow on LinkedIn.
Talkdesk
AUGUST 25, 2016
When customer satisfaction dips, many in the industry pile on increasing layers of call center metrics to locate the problem. So the question becomes: Can traditional call center metrics zero in on how to meet customer expectations? Call center agents and clients often describe their best experiences in intangible terms.
Fonolo
NOVEMBER 17, 2020
As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016.
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