ClientSuccess

JUNE 2, 2017

We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. View last month’s webinar: The Ultimate Guide to Customer Success Metrics: Request the Recorded Webinar. You can also download the eBook, The Ultimate Guide to Customer Success Metrics here.

Journey mapping 40

Journey mapping SaaS Metrics Best practices 40

Infinity

APRIL 10, 2018

3 By paying close attention to the conversion metrics, Mindshare were able to fully understand the value of the online activity and optimise it. Explore the different call tracking options available to automotive marketers in our short eBook specifically looking at the topic here. Take on PPC advertising.

Automotive 49

Automotive Advertising Best practices Analytics 49

Clarabridge

SEPTEMBER 21, 2017

NONE of these metrics instils a ‘customer experience’ mind-set. Some operations have evolved beyond mere efficiency and, having understood the potential impact on things like customer satisfaction and renewal, have chosen to focus on effectiveness with metrics like sales and First Contact Resolution (FCR). Reserve your place here.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

SharpenCX

JUNE 10, 2021

Define metrics to track agent performance and set attainable goals for each employee. Then, make sure your agents have visibility into those key metrics and how their interactions impact each one. While you’re at it, keep track of agent-focused metrics, like Average Training Investment per agent and Transfer Rate, too.

Morale 67

Morale Call Center Contact Center Coaching 67

ClientSuccess

JULY 12, 2017

What Types of SaaS Metrics Do VC Firms Look For? When asked what types of metrics VC firms look for when weighing new business, Stacey mentioned that most firms look for lifts in revenue, recurring revenue, and long-term renewal trends. What Are the Board Metrics for Customer Success? High customer churn.

SaaS 40

SaaS Metrics Benchmark Best practices 40

ClientSuccess

AUGUST 30, 2018

I’ve learned not to waste time on bad people or on bad experiences,” she said at the 2017 CS100 Summit. Ultimate Guide to SaaS Customer Success Metrics. This outlook has extended to the way I build professional relationships as well.”. Recorded Customer Success Webinar: 5 Strategies of Top Performing Customer Success Teams.

SaaS 40

SaaS Best practices Personalization Metrics 40

ClientSuccess

NOVEMBER 16, 2017

Mieke has been a Customer Success Manager for Intuo since August 2017, but brings with her nearly 3 years of Customer Success experience! Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics.

Best practices 47

Best practices SaaS Engineering Feedback 47

ClientSuccess

JANUARY 25, 2018

Erica has been a CSM for Marketware since February 2017 and became the Lead CSM shortly after joining the team. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics. Example here.

Best practices 42

Best practices SaaS Coaching Sales 42

Infinity

JUNE 24, 2019

If those are the only metrics you’re paying attention to, and you seek them by any means, this might the audience you end up reaching. A packed theatre learned how doggedly remaining true to their brand on social has helped House of Coco thrive without chasing vanity metrics. “ Nielsen, (Oct 10th, 2017).

Marketing 40

Marketing Advertising Engineering Analytics 40

ClientSuccess

DECEMBER 18, 2017

Erica has been a CSM for Marketware since February 2017 and became the Lead CSM shortly after joining the team. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics. Example here.

Best practices 41

Best practices Coaching SaaS Analytics 41

ProProfs Blog

AUGUST 28, 2020

Prime Reading – You can borrow eBooks, comics, and more from the Prime Reading catalog and read them on your Kindle E-reader or the free Kindle reading apps for Android, iOS, PC and Mac. In 2017, a flight attendant was accused of dragging off a passenger onboard due to overbooking. What do you do? Measure Your Progress.

Self service 157

Self service Feedback Airlines Metrics 157

Mindtouch

MAY 24, 2019

Some key stats from Gartner about self-service illustrate the influence of customer self-service expectations : 15% support interactions will be handled via artificial intelligence by 2021 – a 400% increase from 2017. This highlights why vanity metrics on their own can be unhelpful or even misleading. Download the Free Ebook.

Self service 84

Self service Chatbots Metrics Feedback 84

Comm100

NOVEMBER 3, 2017

Social media management courses: Social Media Management 2017 – The Complete Manager Bootcamp from Udemy. Tweak your training according to your metrics, and according to any performance gaps. The activities in this eBook can be great training materials to improve customer service or morale in your team.

Marketing 46

Marketing Accountability Customer Service Feedback 46

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. If you find any prominent influencers missing, kindly nominate them in the comments below. Kristen Hayer.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

ClientSuccess

MAY 8, 2019

In May 2017, I joined the Icertis Customer Success (CS) Team as their first Customer Success Manager (CSM) and have just completed my second year. Other Blog Posts : 6 Metrics that Help Calculate Your Customer’s Health & SuccessScore. eBooks : Ultimate Guide to SaaS Customer Success Metrics. Company : Icertis.

Management 56

Management Technical Support SaaS Metrics 56

SharpenCX

MARCH 5, 2020

You can narrow in on a specific agent’s metrics, tracking them through every touchpoint to get summed up insight about their experience. Get the ebook. Use customer sentiment, AX and contact center metrics to better inform your decision-making. This post was originally published on December 6, 2017 by Sally Mellinger.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

Mindtouch

MARCH 16, 2020

Download the free ebook. According to research from Gartner , CES is “25% more predictive of customer loyalty than the next best metric.” Though less straightforward than metrics like CSAT or NPS, the rate at which your agents contribute knowledge content to your self-service repository can be an interesting customer journey indicator.

Self service 105

Self service Abandon rate Customer effort Contact Center 105

ClientSuccess

APRIL 4, 2017

Know Your Metrics. You have to know your metrics and how to talk about them, both to your Executive staff and the people who work for you.”. Mitch highlighted four key metrics he as a customer success and product leader relies on: Important Questions to Ask. Practice customer success! What clients have been silent recently?

Metrics 40

Metrics Airlines SaaS Education 40

Netomi

SEPTEMBER 10, 2022

To review some of our own research on this topic, please check out any of our four eBooks on the topic of customer service: The State of Customer Service in 2022 Addressing The Top Customer Service Challenges in Retail with AI Righting the Ship Transforming Customer Service with AI. Virtual Contact Center : What Is It?

Customer Service 52

Customer Service Chatbots Customer Support Enterprise 52

ClientSuccess

MAY 10, 2017

Lonnie explained that metrics are a critical aspect to running a business. But behind the metrics are a whole host of stories. Lonnie now poses this question to those executives and other he meets: “What is the outcome you are trying to drive towards by utilizing this science and these metrics? Learn more and register here.

Metrics 40

Metrics Coaching Sales Marketing 40

LiveChat

JUNE 8, 2018

54% of people have stopped purchasing from companies that provided bad customer service in 2017. In a competitive environment, it’s easy to get lost in a web of metrics that are focused on quicker resolution times. In this post, we’ll take a look at some simple ways in which you can communicate with your customers better.

B2C 66

B2C B2B Scripts Wait times 66