ClientSuccess

NOVEMBER 15, 2017

For large enterprise or companies with a global reach, understanding the customer experience can take on a new life of its own—one that hinges fully on visible data and metrics across the entire customer journey. Team members can now spend more 1:1 time with critical accounts and less time worry about turnkey processes and arrangements.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

ClearAction

NOVEMBER 26, 2017

I added a couple of new reasons and organized the list into four topical categories: enterprise transformation, marketing accountability, marketing efficiency and effectiveness, and marketing transformation. Enterprise Transformation. Enterprise health. Marketing Accountability. Better benchmarking.

Marketing 70

Marketing Enterprise Benchmark Accountability 70

Totango

MARCH 21, 2023

Comparatively reviewing benchmark reports allows teams to gain perspective on how they’re doing relative to their peers industry wide – so all eyes can be focused on what’s needed to move forward. By putting the customer at the heart of operations, businesses can unlock growth and success for everyone in play.

Journey mapping 80

Journey mapping Benchmark Metrics Surveys 80

Talkdesk

DECEMBER 1, 2020

Account & Interaction Management: How an organization integrates enterprise systems to collect, maintain and distribute customer information. Knowledge Management: How information is curated, maintained and distributed across systems, taking into account searchability for agents and customers to find accurate information.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

Totango

OCTOBER 20, 2021

Establish usage benchmarks and take steps to promote the achievement of usage benchmarks, such as providing tutorials and allowing users to share their benchmarks. Focus on intervening with renewals of accounts which are at risk of churn. Assess customers’ product usage immediately after exiting onboarding.

Journey mapping 91

Journey mapping Benchmark Best practices Accountability 91

Totango

OCTOBER 7, 2021

You can monitor product adoption key performance indicators which tell you information such as how many accounts users have activated, how many times a day they’re logging into your portal, how long they’re spending in your app, and which features they’re using. After specific product adoption benchmarks have been achieved.

Feedback 101

Feedback Benchmark Surveys Analytics 101

AWS Machine Learning

OCTOBER 5, 2023

Artificial intelligence (AI) and machine learning (ML) have seen widespread adoption across enterprise and government organizations. We are using the max F1 score at the threshold as a benchmark to determine positive vs. negative for that label instead of a common benchmark (a standard value like > 0.7) for all the labels.

Benchmark 99

Benchmark Best practices Metrics Government 99

Totango

DECEMBER 28, 2021

You can schedule NPS survey requests to be automatically emailed to customers who reach designated benchmarks in their customer journey , such as completing onboarding or using your product for a specific length of time. Another strategic time to check-in with customers is when their usage level drops below desired benchmarks.

Best practices 95

Best practices Benchmark Education Surveys 95

Totango

SEPTEMBER 6, 2022

Key performance indicators play a crucial role in assessing current value and setting future goals and benchmarks. Still, your KPI monitoring indicates that their account activity has dropped significantly below this level. Three Keys to a Great QBR appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

SaaS 105

SaaS Technical Support Benchmark Accountability 105

Totango

DECEMBER 1, 2021

Agile CS goals should be quantified in terms of measurable objectives and benchmarks. This provides transparency and accountability and empowers a data-driven approach to customer success. The post How to Bring Agile Innovation to Customer Success appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Government 96

Government Journey mapping Accountability Benchmark 96

Totango

OCTOBER 20, 2021

Establish usage benchmarks and take steps to promote the achievement of usage benchmarks, such as providing tutorials and allowing users to share their benchmarks. Focus on intervening with renewals of accounts which are at risk of churn. Assess customers’ product usage immediately after exiting onboarding.

Journey mapping 72

Journey mapping Benchmark Best practices Accountability 72

Totango

APRIL 11, 2019

A customer success health score is a framework used to identify the status of your customers so you can quickly prioritize accounts. For example, an engagement score would rank active daily usage within an account against other accounts. What is a Customer Success Health Score? Properly Weigh Your Metrics.

Metrics 86

Metrics Upselling Accountability Enterprise 86

ClearAction

JANUARY 20, 2018

A culture of accountability and alignment that fosters buy-in at all levels and rewards productive behaviors consistent with the desired vision. To get an in-depth understanding of current MO functions, this benchmarking study solicited feedback from more than 80 technology companies.

Marketing 80

Marketing Best practices Benchmark Enterprise 80

Totango

AUGUST 18, 2022

Assigning account managers. Activating accounts. Establishing benchmarks representing progression and completion of onboarding. You may need to add a few entries to your own CS team’s customer onboarding checklist to address objectives unique to your enterprise. Creating usernames and passwords. Completing profiles.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

Totango

OCTOBER 20, 2021

Establish usage benchmarks and take steps to promote the achievement of usage benchmarks, such as providing tutorials and allowing users to share their benchmarks. Focus on intervening with renewals of accounts which are at risk of churn. Assess customers’ product usage immediately after exiting onboarding.

Journey mapping 62

Journey mapping Benchmark Best practices Accountability 62

OctopusTech

MARCH 1, 2023

Product and tech support Customers call for help to solve a wide array of issues, from returning damaged products or changing account information and passwords to complaining about product malfunctions. This may help them with benchmarking and goal setting. Call center agents benefit greatly from having access to reporting metrics.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Totango

OCTOBER 7, 2021

You can monitor product adoption key performance indicators which tell you information such as how many accounts users have activated, how many times a day they’re logging into your portal, how long they’re spending in your app, and which features they’re using. After specific product adoption benchmarks have been achieved.

Feedback 71

Feedback Benchmark Surveys Analytics 71

ClearAction

JANUARY 20, 2018

A culture of accountability and alignment that fosters buy-in at all levels and rewards productive behaviors consistent with the desired vision. To get an in-depth understanding of current MO functions, this benchmarking study solicited feedback from more than 80 technology companies.

Marketing 66

Marketing Best practices Benchmark Enterprise 66

TeleDirect

DECEMBER 2, 2019

After years of research and adaptations to account for today’s fluid business environment and ways of working, the one key to exceeding client expectations is actually four ways. We work with large enterprises, small startups, and other firms across the entire industrial continuum.

Customer Experience 104

Customer Experience Business Process Outsourcing outsourcing Benchmark 104

ProProfs Blog

MARCH 27, 2019

There are various things that need to be taken into account besides the use of a support tool that will make or break the experience for a customer. Many brands have set a trend in terms of customer support and become the benchmark. In case you’d like some insight on it, we’ve got you covered.

Customer Support 163

Customer Support Chatbots Customer centricity Enterprise 163

Totango

NOVEMBER 10, 2020

Taking these steps allows your team to work in sync for the account and considers your client’s specific needs. With these goals created, both you and your client have defined benchmarks by which you can display the progress being made over time. These objectives should follow S.M.A.R.T Increase adoption by 20% by April 2021”.

Enterprise 119

Enterprise Benchmark Accountability Management 119

Quality Contact Solutions

FEBRUARY 26, 2021

A SOC 2 audit report provides detailed information and assurance about a service organization’s security, availability, processing integrity, confidentiality and/or privacy controls, based on their compliance with the AICPA’s (American Institute of Certified Public Accountants) TSC (Trust Services Criteria).

Telemarketing 52

Telemarketing B2C outsourcing Benchmark 52

AWS Machine Learning

SEPTEMBER 1, 2023

ML operationalization summary As defined in the post MLOps foundation roadmap for enterprises with Amazon SageMaker , ML and operations (MLOps) is the combination of people, processes, and technology to productionize machine learning (ML) solutions efficiently. Our approach applies to both open-source and proprietary models equally.

Engineering 106

Engineering Accountability Construction APIs 106

Totango

FEBRUARY 10, 2021

To put your goals of promoting customer success into action, you can define benchmarks that measure success in quantifiable terms. Onboarding: actions your customer takes after purchase to become an active user of your product or service (such as activating their SaaS account and setting up their profile).

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

Help Scout

SEPTEMBER 21, 2021

At others, customer success specialists are accountable for managing churn and providing essential support. Generate trust and credibility at multiple levels in existing accounts after purchase and through the sales cycle. Experience managing accounts for a product that solves complex problems across many business units.

Education 103

Education Accountability Benchmark Sales 103

CustomerSuccessBox

DECEMBER 22, 2021

If you’re in a b2b business and mainly catering to mid-market enterprise business, your end goal is obviously to delight your end-users. Industry best practices Benchmarking studies How mature are their processes compared to competitors? The next step is to complete the workstream and benchmark the progress towards the goals.

Benchmark 52

Benchmark B2B Best practices SaaS 52

Totango

OCTOBER 1, 2019

Being a customer-centered enterprise means acting as a trusted advisor and helping your customers get greater business value from your product. With the digitization of business, enterprises must align their goals with those of their customers. Goals to Consider: Product usage compared to benchmarks. . High license utilization.

Enterprise 81

Enterprise Metrics Benchmark Upselling 81

SmartKarrot

MAY 28, 2020

It is a common belief in the SaaS industry that the acceptable SaaS churn rate benchmarks is around 5% annually. There are many factors that decide what is an acceptable benchmark and what exceeds it. If it is a small and medium enterprise then a 5% annual churn rate can fall heavily on its shoulders.

Benchmark 10

Benchmark SaaS B2C B2B 10

CSM Practice

OCTOBER 15, 2019

A TSIA benchmark study on renewal rates showed that there is a 13.7 In some cases account executives or account managers are tasked with retention management in addition to their primary responsibilities. Per TSIA benchmark study, company size is the most commonly used segmentation strategy.

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40

ClearAction

JULY 28, 2018

Marketing Operations unleashes order and propels the impact of Marketing: Unleash Order: Free Marketing of the alignment and accountability challenges of activity treadmills, waste, silos and stakeholder conflict. Extensive insights are available in the Journey to Marketing Operations Maturity benchmarking study. Process improvement.

Marketing 54

Marketing Enterprise Metrics Benchmark 54

JustCall

AUGUST 7, 2023

Instead of using it as a catch-all phrase for all things automated, let’s understand the real role of AI in the enterprise and its true impact on the bottom line. No matter what the root cause might be, enterprise conversational AI is no longer a futuristic concept. But First, What is AI? from 2023 to 2030.

Chatbots 52

Chatbots Enterprise Finance Government 52

Totango

AUGUST 18, 2021

It may be sent to users who meet certain criteria, such as users who exceed a certain threshold of usage, or to all users after a set interval or other benchmarks, such as being users for 30 days. It may feature a discount offer or other special offer designed to serve as an incentive for upgrading now.

Best practices 115

Best practices Benchmark SaaS Enterprise 115

ShepHyken

MARCH 23, 2018

These five common revenue leaks, many of which are related to those top concerns, are directly impacted by enterprise-wide communication practices. The 2016 Wells Fargo scandal for opening unauthorized client accounts resulted not only in penalties but in stock declines and lawsuits. Employee – mission disconnect.

Airlines 206

Airlines Morale Benchmark Marketing 206

Totango

JANUARY 29, 2021

For best results, goals should be expressed in terms of quantifiable key performance indicators so that you can establish benchmarks and measure progress. Usage for key feature has dropped X% – make contact with the account. Low NPS from key contacts – review customer account and initiate follow-up. Escalation.

Best practices 79

Best practices Benchmark Upselling Accountability 79

COPC

DECEMBER 1, 2022

Evolving Workforce Management (WFM) Strategies Vendor management organizations (VMOs) and their shared services are increasingly taking on WFM roles and functions to effectively manage transaction volumes across their (often multi-vendor) enterprise. About COPC Inc.

Best practices 70

Best practices outsourcing Employee engagement Metrics 70

Spearline

MARCH 29, 2022

Using a custom value, the Spearline country benchmark, or the previous time period average as the threshold. Gregor Rennie, EMEA Carrier Account Manager at Intrado says: “ Testing our services globally requires the ability to be alerted if Spearline identifies a potential issue. How are Spearline alerts issued? New to Spearline?

Telecommunications 98

Telecommunications Benchmark Healthcare Banking 98

AWS Machine Learning

JUNE 5, 2023

Autotune uses best practices as well as internal benchmarks for selecting the appropriate ranges. Gopi Mudiyala is a Senior Technical Account Manager at AWS. Raviteja Yelamanchili is an Enterprise Solutions Architect with Amazon Web Services based in New York. Early stopping is enabled by default when using Autotune.

APIs 77

APIs Enterprise Benchmark Metrics 77