Beyond Philosophy

DECEMBER 10, 2021

Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. He says that the financial metrics most companies use for valuations point you toward the wrong investments. Of course, things like “enrichment” are hard to measure. Several industries use this metric already.

Airlines 274

Airlines Metrics Accountability SaaS 274

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

SaaS 52

SaaS Metrics Customer retention Construction 52

CustomerSuccessBox

JULY 11, 2022

Especially, with a big account churn. How you handle, communicate with, and learn from account churn—user offboarding—is as crucial especially when the churned customer is a major account. The route includes account churn. There are many different causes of account churn. What is offboarding?

Accountability 52

Accountability Feedback Surveys SaaS 52

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. In response, some organizations have slatted in-person events for the tail end of 2021. . SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA.

Personalization 52

Personalization SaaS Upselling B2B 52

Beyond Philosophy

JANUARY 13, 2022

Of course, some customers need more time and attention than others, and that’s normal. The sales team’s compensation and work performance-related metrics are linked to their active accounts. They can take a hard-nosed perspective an internal person can’t. . But there are limits.

Accountability 195

Accountability Consulting Consulting Sales 195

Amity

AUGUST 30, 2018

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Accountability 67

Accountability Management Upselling Customer centricity 67

Callminer

FEBRUARY 19, 2020

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. Service volume tends to slacken and swell over the course of each season, causing staffing needs to shift above or beneath your current workforce’s numbers. Ballooning Call Volume.

Call Center 287

Call Center Technology Accountability Customer Support 287

Education Services Group

SEPTEMBER 15, 2020

Marketers regularly rely on email metrics because that data tells them who is ready to move down the funnel, and maybe even talk to a salesperson. Email metrics serve as customer engagement metrics, which are incredibly powerful predictors of churn. Each of these metrics is essentially the inverse of the other.

Metrics 52

Metrics Marketing Best practices Personalization 52

Amity

JANUARY 20, 2017

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Accountability 72

Accountability Management Upselling Customer centricity 72

Kayako

OCTOBER 23, 2017

That’s because so many departments are involved in the feedback process: Support receive it, marketers ask for it , and product managers solicit it, but few departments are held accountable for making use of feedback. Assign accountability for a customer feedback loop. What does accountability mean?

Accountability 54

Accountability Feedback Chief Customer Officer Metrics 54

Toister Performance Solutions

AUGUST 22, 2017

Celeste Peterson, a Customer Advocacy Supervisor at Palo Alto Software, asked: What do you think are the most important metrics to track for a small customer service team? Celeste's question intrigued me personally because I've heard it a lot recently and even wrote this blog post about it. There were a few nice responses.

Metrics 68

Metrics Customer advocacy Feedback Accountability 68

Beyond Philosophy

NOVEMBER 4, 2021

To do that, I recommend: Making it personal to him: Now, to clarify, I don’t mean Rachel should threaten her boss. Making a financial case for him: If you can show how doing what you want will benefit the metrics that measure his success, either by producing results or reducing barriers, he will likely change his behavior.

Metrics 195

Metrics Consulting Consulting Customer Experience 195

Totango

JUNE 30, 2020

Make sure the metrics behind health scores and early warning systems are updated to account for the new environment. Segmentation, which we will talk about next, is critical to implementing this personalized messaging strategy. Many are trying to reduce costs and will want to know how to do more with less. Deliver Value.

Best practices 126

Best practices Customer retention Metrics Enterprise 126

Lumoa

JANUARY 15, 2024

The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. Of course, chatbots can’t answer every query. Setting the Right Metrics and Measuring ROI There’s no point investing in new technology and systems if you have no idea whether they will provide ROI.

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

Fonolo

SEPTEMBER 28, 2022

Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource. The value is in the timing—customers will give the most accurate accounts of their service experiences shortly after they’ve happened. Of course, you should still use other KPIs to improve your call center.

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

Comm100

NOVEMBER 3, 2017

How are you supposed to find social media training activities and courses that will bring everyone up to speed? The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Where to Start.

Marketing 45

Marketing Accountability Customer Service Feedback 45

Lumoa

FEBRUARY 2, 2023

These elements, and others, are still significant today, of course. Where and how they take place has changed, of course. It takes into account all touchpoints during the purchasing process. If your digital marketing isn’t up to snuff, check out these great digital marketing courses to get caught up.

Customer Experience 94

Customer Experience Chatbots Surveys Journey mapping 94

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Over 1,000,000 people have taken one of his video-based training courses on LinkedIn Learning.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

AWS Machine Learning

JULY 7, 2022

Identify user experience metrics – Defining the conversational experience can be hard. To manage the dialog through many different scenarios, you should set a clear goal that covers different speaking styles, acoustic conditions, and modality, and identify objective metrics that you can track. Deployment.

Best practices 76

Best practices Metrics APIs Accountability 76

ChurnZero

DECEMBER 21, 2022

We’re only human and dealing with a torrent of media, distractions, deadlines, personal issues, and everything in between. 1/ Crash course in Customer Success and SaaS metrics. Many people think of SaaS and CS metrics as black and white. But the truth is, there are many ways to calculate and interpret—and game—metrics.

SaaS 98

SaaS Benchmark Metrics Consulting 98

ChurnZero

DECEMBER 15, 2020

Across their suite of aptitude, personality, and skills tests, the group helps organizations make better talent decisions. Criteria Corp started with Account Managers and was a largely reactive team. Criteria has always assigned a dedicated CSM to each account, regardless of customer size.

Accountability 98

Accountability B2B Customer centricity SaaS 98

ClearAction

OCTOBER 25, 2022

Account: how managers are accountable for application of CX insights reveals your CXM ROI. 5 CXM competencies are Metrics & Analytics, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Operationalized CX Strategy. Your assessment scores can range from 0 to 200. Learn More.

Journey mapping 71

Journey mapping Customer centricity Accountability Metrics 71

Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Solvvy

AUGUST 17, 2022

However, some of the most important metrics to track are customer support KPIs, which can provide crucial insights into your operation and the health of your business, from customer satisfaction and retention to cost control and the bottom line. However, hiring more agents isn’t always the best course of action.

Customer Support 102

Customer Support Customer retention Chatbots Metrics 102

Nicereply

NOVEMBER 16, 2021

And of course, it’s a “comfortable solution”, as you don’t have to log in to another application to see your data. All you need to do is just go to the “Signature” (in “Company” or “Personal” section), create your signature and press a button to add a survey. Your ratings and feedback are collected in the “Customer Experience” section.

Surveys 111

Surveys Metrics Analytics Enterprise 111

SmartKarrot

NOVEMBER 14, 2022

The decisions your business makes during the account onboarding process can be crucial for determining the future success of an account. Account onboarding can help your business address customer queries and concerns related to the value your products and services can provide them.

Accountability 10

Accountability B2B Journey mapping Construction 10

Inbenta

FEBRUARY 15, 2021

Tracking a package, requesting a quote, or paying a bill online without getting in touch with a person at the company for help, are all examples of customer self-service tasks that we perform on a regular basis. Which metrics to measure self-service KPIs? Call deflection rate. How to calculate self-service ratio. x 0.8 = 0.4,

Self service 99

Self service Metrics Chatbots Benchmark 99

CustomerSuccessBox

MAY 24, 2022

Which are the KPIs and metrics that you want to measure? Relevant metrics and KPIs are critical to your and your customer’s success. Yet, understanding those metrics is not easy. The Customer Health Score template gives you a good understanding of these metrics and how to calculate them. For example-.

Metrics 52

Metrics Accountability Personalization Management 52

Global Response

MARCH 16, 2023

While this is especially important during in-person interactions, such as at an airline service desk or in-person at a store, it’s essential even if you’re speaking to a customer over the phone or via chat. I can see that you’ve been having trouble creating new posts on your account.” Explain the solution. “I

Customer Service 62

Customer Service outsourcing Technical Support Scripts 62

Steve DiGioia

DECEMBER 5, 2016

Metrics are designed to focus on what the organization wants to achieve. I also think that companies should require leaders to spend time answering calls and dealing personally with customer issues. Metrics that focus on customer satisfaction/loyalty, and have a real impact on compensation or advancement, are also essential.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

BlueOcean

MAY 5, 2023

However, coaching agents in the hybrid world looks vastly different than in-person. The right partner will be able to articulate their governance structure for creating personalized improvement plans, holding coaches accountable, and measuring for success. What’s their correction path when things get off-course?

Customer Care 62

Customer Care Coaching outsourcing Contact Center 62

ChurnZero

JULY 22, 2022

The webinar’s Q&A session covered popular onboarding questions in SaaS like how long it should take a customer to reach first value, what should you do when a customer disengages, and how to hold customers accountable at scale. Q: What I like to say is, of course, it depends. For example, customers aren’t accountable.

Gamification 98

Gamification Accountability B2B Enterprise 98

Fonolo

JUNE 22, 2023

Read on for a crash course! This technology is at play when an automated voice answers your call and gives instructions like: “Press one for customer service; press two for accounting,” and so on. Abandonment leads to higher repeat calls (which can strain the call center system) and, of course, dissatisfied customers.

Interactive Voice Response 91

Interactive Voice Response Abandon rate Self service Call Center 91

Global Response

MARCH 27, 2023

Or couldn’t figure out how to adjust something important in your account? Nothing, of course, and that’s why self-service is quickly becoming more and more important for customer service. When was the last time you haggled with a customer service agent over a fine-print return policy that was frustrating?

Customer Service 62

Customer Service outsourcing Self service Multi-channel support 62

SmartKarrot

OCTOBER 10, 2023

As businesses strive to provide unparalleled user experiences and support, personalizing your customer success playbooks has emerged as a pivotal strategy. The Power of Personalization in Customer Success The customer success space is characterized by its adaptability and forward-thinking approach.

Personalization 10

Personalization Feedback Metrics Accountability 10

Nicereply

AUGUST 3, 2021

When you start working with an outsourcer, you need one key contact person—ideally someone who really gets your company. This person should be experienced, responsive, and an excellent communicator. Ideally, you’ll have an account manager in addition to a team lead. Some outsourcers don’t offer any account management.

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

Totango

OCTOBER 2, 2020

These adjustments might include promotions around free services to enhance implementation, offering more personalized training sessions, or providing more licenses for the same price. . Personalize communications. You may need to change the metrics used to determine things like customer health scores to reflect these new realities.

Customer retention 118

Customer retention Enterprise Best practices Metrics 118