CSM Practice

MAY 28, 2020

There is more individual accountability for performance and Customer Success Manager can be enticed to focus their efforts on core performance objectives. Soft metrics like the number of advocates, level of adoption, and unpaid training can also be tracked and compensated. 3. Base + Variable Plan. Number of advocates.

Best practices 126

Best practices Management SaaS Metrics 126

ClearAction

FEBRUARY 27, 2017

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. Instead, focus on action plan progress metrics. What’s broken? You get what you ask for. You get what you aim for.

Metrics 71

Metrics Accountability Surveys Feedback 71

Totango

JANUARY 10, 2019

Choose one that enables you to visualize customer relationship hierarchies across accounts, product lines, and channel partners. Feature #2: Easier Account Management. Lots of customers mean lots of accounts to manage. Feature #3: Metrics that Bring Customers’ Revenue Value Into Focus.

Enterprise 63

Enterprise SaaS CRM Upselling 63

Education Services Group

OCTOBER 21, 2021

In PwC’s latest annual CEO survey , 36% of CEOs said they are focusing more on productivity through automation and technology – up 124% compared to 2016. These are also the metrics that executives care most about, so they’re the ones that the CoE should really be trying to impact in the long-term.

Metrics 52

Metrics Best practices Analytics Enterprise 52

Nicereply

MARCH 14, 2023

The Effective Manager By Mark Horstman Published: 2016 Length: 208 As you might think, The Effective Manager describes what “effective management” looks like in practice. It’s a premise that’s closely related to the popular Customer Effort Score metric , used by many support teams around the world. People are messy.”

Management 98

Management Call Center Metrics Entertainment 98

Mindtouch

JULY 21, 2016

Traditionally, reason codes are seen in: Churn reports (an explanation for an account’s churn). Escalation reports (an issue that points to the main issue that account is escalated for). A few different types of metrics you can look at: Measure recent survey responses against a product release. Reason Code. I LOVE this stuff!

Surveys 54

Surveys Metrics Accountability Sales 54

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Describe your governance model including details on senior management involvement on our account.

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Select VoiceCom Blog

NOVEMBER 20, 2022

They focus on delivering services like customer service for broader coverage and handle performance metrics, self-service options, service request management and reporting, and internal database management. Using metrics and key performance indicators (KPIs) is the best way to identify which areas of your IT help desk need development.

outsourcing 52

outsourcing Technical Support Metrics Best practices 52

Win the Customer

NOVEMBER 14, 2016

According to a January 2016 report from the Ombudsman Service, 82% of consumers said they wouldn’t put up with poor service without taking action. 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

ClearAction

FEBRUARY 27, 2017

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. Instead, focus on action plan progress metrics. What’s broken? You get what you ask for. You get what you aim for.

Metrics 54

Metrics Consulting Consulting Accountability 54

Eptica

MARCH 16, 2016

Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Published on: March 16, 2016. The problem for brands is that traditional customer experience metrics tend to ignore the emotional part of a transaction. So, how can brands ensure they are taking emotion into account?

Customer Experience 49

Customer Experience Multichannel Metrics Contact Center 49

CCNG

OCTOBER 19, 2022

Forrester, 2016) 55% of CX professionals believe their companies will be too slow and face disruption from more innovative, nimble, and customer-focused competitors. Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. over the last two years, 2.4 IDC, 2022).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CX Journey

OCTOBER 19, 2016

It appeared on their blog on March 31, 2016. haven't assigned owners to questions to ensure you know who's accountable for each feedback item. The second flaw is: the metric, not the customer, becomes the focus. Companies focus on the metric, on moving the metric, and not on the customer and the customer experience.

Metrics 73

Metrics Feedback Finance Government 73

Serenova

JUNE 24, 2020

The use of omnichannel contact centers has increased from 8% in 2016 to 31% in 2019, according to Nemertes Research’s 2019-20 Intelligent Customer Engagement research study of 518 organizations. As people shift from social media to chat to a live agent, their complete histories and account details go with them.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

CX Journey

JULY 12, 2016

When NPS (net promoter score/system) was introduced, the reception was mixed on the consultant side, but businesses embraced the concept and mostly the metric as simple and easy to understand. Why does the metric matter if you don't understand the outcome. Keep that in mind. I, obviously, stick by that mantra.

Metrics 43

Metrics Upselling Consulting Consulting 43

Serenova

JUNE 24, 2020

The use of omnichannel contact centers has increased from 8% in 2016 to 31% in 2019, according to Nemertes Research’s 2019-20 Intelligent Customer Engagement research study of 518 organizations. As people shift from social media to chat to a live agent, their complete histories and account details go with them.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

ProProfs Blog

FEBRUARY 13, 2020

A decade long survey from 2006-2016 examined the growth trends of loyalty programs in the US and found that memberships have grown from 3.3 billion from 2014 to 2016 alone. Loyalty programs have witnessed steady growth from 2014-2016 because of the deals they have to offer to the customers of a brand. million to 3.8

Customer retention 164

Customer retention Sales B2B Marketing 164

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. 6 Ways to ROCK at Being The First Customer Success Hire at Your Startup.

SaaS 64

SaaS Upselling Metrics Education 64

Revation Systems

JUNE 15, 2020

Likewise, Banner Health found that between 2016 and 2018, referral volume had declined significantly. Banner chose LinkLive Healthcare for three key competencies: the security and stability of the platform; a comprehensive view into transfer center operations and actionable metrics; and ease of integration with other key solutions.

Healthcare 62

Healthcare Abandon rate call center solutions Call Center 62

Eptica

MARCH 11, 2016

Date: Friday, March 11, 2016 How good are UK brands at email customer service? Published on: March 11, 2016. billion email accounts worldwide , a figure expected to increase by 26% by 2019. The corresponding figures for 2015 were a 58% response, and 39% success, rate, showing drops in both metrics. There are over 4.35

Multichannel 49

Multichannel Customer Service Banking Metrics 49

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. And here’s a strong tip: Tout your customer experience metric successes to demonstrate the positive impact your contact center is having on the overall business.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Eptica

MAY 30, 2018

Research from both sides of the Atlantic provides clear evidence of the link between superior CX and company success: - A $100 investment in 2000 into a portfolio of the top brands in the American Customer Satisfaction Index provided a return of over $760 by the end of 2016.

Customer Experience 50

Customer Experience Chief Customer Officer Journey mapping Best practices 50

Talkdesk

MAY 26, 2016

This blog post is an Opentalk 2016 panel recap. Take the whole context into account. If we are working on things that don’t align to metrics, we need to talk about it. Celebrate and learn about the innovations that are fueling the customer experience revolution at Opentalk 2016. David Westen , Principal, REDSHIFT.

Metrics 40

Metrics Accountability Personalization Customer Experience 40

JivoChat

JUNE 1, 2022

The platform has been adopted in many areas, for example, accounting, human resources, and marketing. No prior Excel knowledge is needed, but you must have the Microsoft Excel 2016, 2019, or 365 installed on your computer. Excel has become one of the most used spreadsheet programs in the world. Workload: 6.5

Best practices 75

Best practices Analytics Metrics Accountability 75

ChurnZero

FEBRUARY 7, 2020

A hybrid of soft and hard skills is a must with top skills including SaaS, Salesforce, CRM, Account Management, and Customer Retention. billion in sales in 2016, up from a mere $57 million in 2011.” – McKinsey & Company, Thinking inside the subscription box. Top hiring cities include SF, NY, Boston, Chicago, D.C.

SaaS 64

SaaS Transportation B2C Customer retention 64

Eptica

AUGUST 2, 2017

Huang presented data from a recent Gartner study that suggests 58% of CX projects in 2016 saw a measurable ROI. Select the measurement metrics Choose the appropriate performance metrics for your project based on your CX strategy, and identify real business benefits they are measuring. Share this page on: Tweet.

Technology 48

Technology Benchmark Customer advocacy Best practices 48

C Space

MARCH 20, 2019

Account Director and Automotive Lead at C Space. Ben Moncrieffe is a C Space Account Director and Automotive Lead, EMEA. After landing impact-after-impact for his clients, he became a seasoned and celebrated consultant, eventually being shortlisted for the prestigious MRS Newcomer of the Year Award in 2016. Ben Moncrieffe.

Automotive 45

Automotive Advertising Entertainment Metrics 45

CSM Magazine

DECEMBER 20, 2016

In 2016, the questions of ownership and business impact of customer experience management are still open. The other challenge is fundamental, and it has to do with showing a quantifiable business impact of CX initiatives behind purely qualitative metrics of customer satisfaction or similar. Who should be accountable for managing it?

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

Squelch

SEPTEMBER 27, 2019

If you follow blogs, podcasts, or social media accounts that cover customer support, you’ve no doubt heard a lot lately about self-help. As Evey shared, the average annual turnover rate in 2016 for a customer service representative (CSR) was 29 percent. But you might be wondering: is it much ado about nothing?

Customer Support 49

Customer Support Management Self service Call Center 49

ijgolding

JANUARY 15, 2016

Metrics, Measurement and ROI. Organisational Adoption and Accountability. In 2016, there are still TOO MANY organisations who are yet to fully COMMIT to Customer Experience – they have a lack of leadership; governance; emotion; and knowledge on how to become more customer centric. Customer Experience Strategy.

Customer Experience 56

Customer Experience Customer centricity Government Education 56

SharpenCX

JUNE 23, 2020

Millennials account for more than half of all employees in the U.S., It’s projected the total labor force will increase by nearly 7% from 2016 to 2026. How can you help agents discover the growth opportunities within your organization and account for their generational differences? But there’s another trend at play.

Management 76

Management Call Center Coaching Contact Center 76

Spearline

AUGUST 7, 2019

Customer Effort Scores (CES) are a customer service metric that enables service organizations to account for the ease of customer interaction and resolution during a request. businesses lost $75 billion due to poor customer experiences -- up from $16 billion in 2016, with most of these problems not even reported.

Customer effort 45

Customer effort Surveys Contact Center Metrics 45

CX Journey

MAY 3, 2016

This is a modified version of that post, which appeared on their blog on March 30, 2016. Organizational Adoption and Accountability Without commitment from the entire organization, a customer experience transformation is not possible. Empower them , but hold them accountable. Your business changes and grows.

Customer Experience 40

Customer Experience Journey mapping Metrics Customer centricity 40

Squelch

SEPTEMBER 27, 2019

If you follow blogs, podcasts, or social media accounts that cover customer support, you’ve no doubt heard a lot lately about self-help. As Evey shared, the average annual turnover rate in 2016 for a customer service representative (CSR) was 29 percent. But you might be wondering: is it much ado about nothing?

Customer Support 40

Customer Support Management Self service Call Center 40

Squelch

SEPTEMBER 27, 2019

If you follow blogs, podcasts, or social media accounts that cover customer support, you’ve no doubt heard a lot lately about self-help. As Evey shared, the average annual turnover rate in 2016 for a customer service representative (CSR) was 29 percent. But you might be wondering: is it much ado about nothing?

Customer Support 40

Customer Support Management Self service Call Center 40

CX Journey

MAY 17, 2017

Image courtesy of Pixabay I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016. Key metrics for your business may have changed. Last month, I wrote about 20 tips to design better customer surveys. That post ought to be helpful whether you're designing a new survey or redesigning existing surveys.

Surveys 63

Surveys Feedback Analytics Metrics 63

ClientSuccess

OCTOBER 3, 2018

Out of these three categories the third one is arguably the most important but also the easiest to put off, because I am accountable only to myself to complete it. The “Subscribed” Podcast – These episodes going back to 2016 are such a great resource for on the fundamentals of customer success. So I try and start there.

Best practices 52

Best practices SaaS Metrics Accountability 52