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 72

Feedback Benchmark Surveys Analytics 72

ClearAction

JANUARY 20, 2018

Four factors that survey participants say have contributed significantly to their MO success: Clarity and consistency across the organization—shared practices, a well-defined road map and enabling infrastructure, reinforced by clear and pervasive communications that keep everyone on the same page. Key Findings. Executive Buy-in and Advocacy.

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. Designing a post-onboarding survey to incorporate into your customer journey workflow. Provide an onboarding survey after the customer completes their journey. Completing profiles.

Journey mapping 95

Journey mapping SaaS Upselling Enterprise 95

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. and the survey data by 0.85. What is a Customer Success Health Score?

Metrics 88

Metrics Upselling Accountability Enterprise 88

ChurnZero

MARCH 18, 2022

But I don’t want to disincentivize my best CSMs from taking the hardest accounts. I would look at NPS in an annual NPS survey by buyer role. I could imagine doing a forecast off the surveys where you use the intent-to-renew survey to say, “We think your book of business at renewal is worth this, go beat that.”

SaaS 98

SaaS Metrics Enterprise Surveys 98

ClearAction

JANUARY 20, 2018

Four factors that survey participants say have contributed significantly to their MO success: Clarity and consistency across the organization—shared practices, a well-defined road map and enabling infrastructure, reinforced by clear and pervasive communications that keep everyone on the same page. Key Findings. Executive Buy-in and Advocacy.

Marketing 66

Marketing Best practices Benchmark Enterprise 66

Totango

AUGUST 23, 2022

Administering customer satisfaction surveys. This may involve activating an account, setting up a username and password, completing a profile, getting oriented within your navigational menu or learning to use your product’s basic features. Customer satisfaction surveys. Delivering customer support. Making upsell offers.

B2B 118

B2B Journey mapping SaaS Engineering 118

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. 63% of US CEOs are hiring , but they say it is more difficult to find the qualified workers they need (PwC 21st Annual Global CEO Survey). Employee – mission disconnect.

Airlines 204

Airlines Morale Benchmark Marketing 204

Totango

JUNE 23, 2020

The COVID-19 pandemic has created uncertainty across the market and enterprises of all kinds are looking for a solid understanding of their customer base as they prepare for recovery. Regularly Survey Customers. First, though, we will look at how net promoter scores are calculated and what they actually mean for your enterprise.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 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

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

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 87

Customer retention Journey mapping Benchmark SaaS 87

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

Totango

APRIL 26, 2019

This score provides an instant, hierarchical view across accounts to highlight those in need of proactive attention. While you can use a customer success platform to generate and track any metric that best fits your enterprise, we recommend beginning with the following measurements: Time to complete onboarding. Customer progression.

Metrics 91

Metrics Benchmark Surveys Education 91

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

Lumoa

MARCH 24, 2022

Setting survey response rate benchmarks can help you assess the performance and overall growth of your customer experience management (CEM) system. While benchmarking is a common process in many companies, the exact steps and data collected need to be adjusted to each organization’s requirements.

Surveys 83

Surveys Benchmark Metrics Feedback 83

ChurnZero

SEPTEMBER 26, 2019

. “We think of ChurnZero as a leading technology provider in the important and burgeoning space of Customer Success, and why we see recognition like this award as a benchmark to live up to in delivering real business value to our customers.”. Andy Lyon – Director of Account Management – Enterprise – ZoomInfo.

SaaS 45

SaaS Benchmark Surveys Feedback 45

CSM Practice

NOVEMBER 4, 2019

Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. This splits the customer base into SMBs, mid-market, and enterprise companies. Some of the questions asked in the survey were similar to the core TSIA benchmark.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

Amity

JANUARY 13, 2016

It’s important to track Churn as a % of number of customer accounts lost, and Churn as a % of recurring revenue lost. • Benchmarks for Customer Success. For some departments measuring success using external benchmarks is an effective way to get ahead of your competition. Survey them.

Benchmark 48

Benchmark SaaS Surveys Metrics 48

Totango

AUGUST 25, 2022

Invite customers who are nearing subscription renewal to participate in customer satisfaction surveys. Not only will they expand usage to premium features, but they might promote your product to other divisions in an organization – which can help you achieve enterprise customer growth. 2, Determine How to Measure Results.

SaaS 99

SaaS Upselling Metrics Journey mapping 99

Comm100

MAY 20, 2022

adults surveyed now say that they’re online “almost constantly”. Chat and Email Benchmarking Study, they found that “ chat is the highest-scoring channel by a wide margin ”. Pre-chat surveys are also simple but effective live chat tools that help customers feel like their needs are understood. LIVE CHAT BENCHMARKS.

Wait times 75

Wait times Benchmark Sales Personalization 75

Jive

SEPTEMBER 4, 2018

At the top of the list are SaaS, BYOD and Hosted VoIP—all of which are setting the benchmark for business communications in 2018. This minimizes the cost for small-to-medium enterprises, allowing them to simplify operations. Technology in 2018 is teeming with a wealth of acronyms. Technology is constantly evolving.

voip 52

voip SaaS Technology Benchmark 52

aircall

OCTOBER 24, 2022

For enterprise-level companies, it’s about capturing micro efficiencies at vast scales. Improve performance accountability: T his means being able to assess team performance accurately in real-time. There’s no shortage of business literature advocating for digital transformation. Product quality. Long-term financial performance.

Finance 48

Finance Benchmark Management Technology 48

delighted

AUGUST 23, 2019

With the number of customer experience consultants and enterprise software vendors out there preaching complete organizational transformation (and requiring extensive budgets), it can be easy to believe that launching a customer experience program is a giant undertaking. This is where customer experience surveying comes in.

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

Return Customer

JULY 25, 2018

A study done in 2015 showed that 85% of customers submitting inquiries through a Facebook account expected a reply within 6 hours. A 2017 customer service benchmark survey done by Super Office revealed that 62% of the 1000 firms they queried did not even respond to their customer service requests. About the Author.

Customer Support 67

Customer Support Benchmark Accountability Customer retention 67

CSM Practice

APRIL 13, 2021

Customer success managers often encounter obstacles and pressure in retaining and keeping numerous accounts. Businesses expanding their client account have to re-strategize towards sympathy and understanding of the customer’s unique needs. Define the strategy for each significant account. Challenges.

Management 52

Management Customer retention Upselling Accountability 52

Pointillist

MARCH 20, 2019

Let me explain through the example of a retail bank ‘A’: Bank ‘A’ receives 4 million calls annually in its customer care center, accounting for a huge chunk of its total expenditure. It can do so without annoying your customers after every interaction (while taking into account any survey results that you already have).

Customer Experience 59

Customer Experience Banking Metrics Analytics 59

Education Services Group

MARCH 13, 2020

More features, product updates, new users within an account, new roles for existing users, and on and on the list goes. In TSIA’s recent benchmarking study, the most common primary objective of education organizations was product adoption, with 50% of survey participants identifying this as their number one priority.

Education 52

Education Benchmark Metrics Surveys 52

Fonolo

NOVEMBER 17, 2020

ContactBabel surveyed 221 contact center managers and found that 63% of the time, the telephone is still the best communication method for complaints. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. Is it the Voice Channel You’re Looking for? of interactions.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Callminer

AUGUST 1, 2017

Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. With more than 15 years of experience in business, finance and accounting, she is also responsible for implementing financial controls and processes. According to the Deloitte survey , it takes about $12k to replace an average call center agent.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Squelch

JUNE 18, 2019

This inquiry can be carried out by a survey for smaller clients. It should, at the very least, be done annually for a lower segment of accounts and quarterly for the more strategic accounts. When going through a benchmark, let your clients drive the assessment and decide where they are on the spectrum. About Irit Eizips.

Benchmark 53

Benchmark SaaS Accountability Best practices 53

ChurnZero

MARCH 6, 2020

above industry benchmarks” according to research shared by Growth Everywhere. This is a real scare for companies since “84% of executives listed unengaged employees as one of the top 3 threats to their organizations,” as reported in a The Economist survey shared by Wrike. The proof is in the putting (of employees first).

Journey mapping 69

Journey mapping Benchmark Coaching Sales 69

CSM Magazine

JANUARY 11, 2016

Your plan needs longevity and should align with your strategic goals which will no doubt include some of these: improved customer loyalty, advocacy, account growth, retention or higher sales. Media 2015 survey found that 67% of respondents did not think social media was integrated well enough. Understand what your customers want.

Customer Service 40

Customer Service Contact Center Accountability APIs 40

ChurnZero

DECEMBER 27, 2022

Throughout the year, the ChurnZero team has shared content that explores so many different aspects of Customer Success, from career growth strategies and team management frameworks to retention tactics and industry benchmarks. Success Centers are part of ChurnZero’s Enterprise and Professional Editions. 4/ Got self-doubt?

Benchmark 90

Benchmark Metrics Accountability Enterprise 90

Global Response

OCTOBER 28, 2022

Net Promoter Score (NPS) is a measure of customer loyalty in the contact center captured through post-engagement surveys. A more relevant comparison is your organization’s placement against its peer group benchmarks. How Do Net Promoter Score Benchmarks Work? What is an Example of Net Promoter Score Question/Survey?

Interactive Voice Response 62

Interactive Voice Response Benchmark Surveys Contact Center 62

Callminer

JULY 23, 2019

“Whether it was taking a continuous improvement approach to employee experiences or tackling an enterprise-wide cultural transformation, examples abounded where organizations purposefully (and rightfully) started with gathering feedback from employees to better understand current and design new experiences. Make sure to listen to calls.

Best practices 140

Best practices Feedback Call Center Coaching 140

SmartKarrot

OCTOBER 12, 2022

It is obvious that your enterprise’s greatest asset is its customer base. Customer account journey for B2B organizations can help with this. . The B2B customer experience is affected by various touchpoints throughout the customer account journey. What is a customer account journey? So, let us get started.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10