CSM Practice

FEBRUARY 24, 2020

It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. 2. Active Users.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Customer Financial Metrics. Customer Health Metrics. Customer Usage Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Customer Financial Metrics. Customer Health Metrics. Customer Usage Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

Fonolo

AUGUST 22, 2019

What metrics should you measure, though? While the phone channel is often argued to be in decline as a result of improved self-service options, a survey from Northridge found that the phone remains the channel of choice for payment-related concerns, resolving issues, and account changes. Response Time. Self-Service Success Rate.

Metrics 87

Metrics Contact Center Self service Call Center 87

customer sure

JANUARY 10, 2024

Focusing Solely on Metrics While metrics like Net Promoter Score (NPS) and Customer Satisfaction (CSAT) are valuable indicators, relying solely on quantitative data can be a mistake. Combining quantitative metrics with qualitative insights is vital to gain a clearer picture of customer satisfaction. Psst… we can help with that!)

Customer Experience 62

Customer Experience Feedback Metrics Healthcare 62

Monet Software

JULY 30, 2019

How well agents perform their jobs, and how well they adhere to company policies and procedures has a direct impact on KPIs and other critical metrics. Since staffing accounts for as much as 70% of most call center budgets, performance analytics provide actionable intelligence that can impact forecasting and scheduling.

Analytics 48

Analytics Call Center Metrics Average Handle Time 48

AWS Machine Learning

JANUARY 5, 2024

Whenever drift is detected, an event is launched to notify the respective teams to take action or initiate model retraining. Event-driven architecture – The pipelines for model training, model deployment, and model monitoring are well integrated by use Amazon EventBridge , a serverless event bus.

Management 109

Management APIs Engineering Government 109

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Global Response

MARCH 26, 2024

Technological capabilities Assess each vendor’s technological infrastructure to ensure it is robust, scalable, and capable of supporting your company. You want a BPO company that leverages the latest technology (like AI, automation, and advanced analytics) to improve business operations and address inefficiencies.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

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 95

Personalization SaaS Upselling B2B 95

Totango

FEBRUARY 23, 2023

That timely topic got center stage at the Customer Success Festival in Austin during a panel discussion called “Supercharge your ops team to help you grow revenue at scale,” featuring Chris Dishman , VP of global customer success at Totango, and Taylor Hodges , global head of customer success at JLL Technologies – Corrigo.

Metrics 84

Metrics Upselling Accountability Enterprise 84

AWS Machine Learning

OCTOBER 10, 2022

GrabDefence (GD), Grab’s proprietary fraud detection and prevention technology, and AWS have launched GDxAFD, a fraud detection solution tailored for mobile apps that integrates GD’s device intelligence capabilities with Amazon Fraud Detector , AWS’s fully managed ML fraud detection solution.

APIs 70

APIs Accountability Metrics Government 70

Call Design

AUGUST 9, 2021

Technology is always advancing so to remain competitive it is important for every organisation to regularly review the systems and processes in place to see how these can be improved. The IVR’s primary role is to automate some of the simpler tasks such as providing account details, transferring funds, or paying a bill.

Interactive Voice Response 78

Interactive Voice Response Chatbots Coaching Virtual Agent 78

AWS Machine Learning

APRIL 17, 2023

Another option is to use an unsupervised anomaly detection model to monitor and surface unusual behavior among customer events. The challenge with this approach is that not all fraud events are anomalies, and not all anomalies are indeed fraud. Therefore, you can expect higher false positive rates.

APIs 72

APIs Government Metrics Engineering 72

VirtualPBX

OCTOBER 11, 2023

Guest Blog From Sphinx Solution VoIP , a technology that allows you to make calls over the Internet, has been steadily transforming global communications for the past decade, unlocking significant ROI in communication for businesses worldwide. This means accounting for hardware, software licenses, installation, and training expenses.

voip 104

voip Accountability Customer retention Technology 104

Liveops

JANUARY 25, 2019

To help organizations navigate the big, wide world of CX technology, we’ve assembled a massive list of top products and tools for customer service, communication, behavior tracking, insights, and more. Behavior Metrics, Insights, and Testing. Behavior Metrics, Insights, and Testing. Customer Service and Support. Agent Support.

Technology 82

Technology Customer Experience Journey mapping Enterprise 82

Callminer

AUGUST 1, 2017

Have the best technology – Finicky technology that makes day-to-day functions difficult, adds to the frustration and takes up far more time and man-power than most realize. Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

AWS Machine Learning

JANUARY 26, 2024

As your organization advances its use of emerging technologies such as generative AI and LLMs, overall organizational resiliency should be considered as a cornerstone of a layered defensive strategy to protect assets and lines of business from unintended consequences.

Best practices 122

Best practices Government Engineering Accountability 122

AWS Machine Learning

NOVEMBER 22, 2023

Set up regular game days to test workload and team responses to simulated events. Learn from all operational failures – Drive improvement through lessons learned from all operational events and failures. Pursue Metrics-Driven Quality and Continuous Improvement In IDP, what gets measured gets improved.

Best practices 84

Best practices Metrics Feedback Enterprise 84

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. His specialty is exploring the connection between customer service and technology. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

AWS Machine Learning

FEBRUARY 2, 2023

One of the challenges when building predictive models for punt and kickoff returns is the availability of very rare events — such as touchdowns — that have significant importance in the dynamics of a game. Using a robust method to accurately model distribution over extreme events is crucial for better overall performance.

Calibration 74

Calibration Engineering Big data Automotive 74

Totango

DECEMBER 21, 2021

We’ll also look at how choosing the right technology can help you implement your milestone messaging strategy. Effective customer success automation relies on the strategic use of technology to communicate with customers at key points and event triggers in their customer journey. Onboarding Tutorials.

Management 106

Management Best practices Upselling Accountability 106

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

CustomerSuccessBox

JUNE 20, 2022

A customer succes software is specialized software that takes the customer data from your existing tech stack to provide you with a 360-degree view of your customers and their account health. In general, this tool offloads the heavy work of tracking and managing all the customer success metrics. Turn down the churn rate.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

BlueOcean

OCTOBER 17, 2023

Likewise, many organizations have established their own ESG guidelines and metrics—or been certified by third party validations—to hold themselves and their chosen vendors accountable. The factors behind these values often appear intangible and subjective—though the outcomes are grounded solidly in hard numbers and performance metrics.

Government 71

Government outsourcing Automotive Customer Care 71

Totango

MAY 11, 2021

Performance metrics for evaluating and optimizing plan implementation. The first step is to identify the key stakeholders for a given account and their roles. Chief technology officers. Determine who the stakeholders are for specific accounts. How Do You Optimize Stakeholder Engagement? Procurement managers.

Management 85

Management Best practices Journey mapping Metrics 85

Totango

AUGUST 25, 2022

From a financial perspective, these are the baseline metrics that govern SaaS business success, with CAC reflecting marketing expenses and CLTV representing offsetting sales revenue. The key metric here is churn. SaaS user engagement metrics may track the quality, quantity or frequency of different types of customer interactions.

SaaS 97

SaaS Upselling Metrics Journey mapping 97

ChurnZero

NOVEMBER 27, 2019

The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. . The event, hosted by The Customer Success Association , featured sessions from a variety of CS thought leaders. Didn’t attend?

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

TeamSupport

JANUARY 20, 2021

Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020. Technology tools such as TeamSupport’s proprietary Customer Distress Index ® (CDI) make it easy. Download the full report, Customer Support Transformation: The Guide to Essential Practices and Metrics.

Customer Support 81

Customer Support B2B Technical Support Accountability 81

ClearAction

OCTOBER 25, 2022

While technologies and data management can improve consistency and minimize many issues, you still depend upon people to set parameters, inputs and outputs. In fact, technology deployment requires full-time management. Account: how managers are accountable for application of CX insights reveals your CXM ROI.

Journey mapping 71

Journey mapping Customer centricity Accountability Metrics 71

JivoChat

FEBRUARY 14, 2023

With the development of artificial intelligence and other technologies, knowing how to read and interpret data has become a very important asset, and can make you stand out. Marketing Analytics With the Marketing Analytics course, you will learn the most important marketing metrics and how to apply them to your data. Workload: 2.5

Analytics 75

Analytics Marketing Abandon rate Metrics 75

AskNicely

MARCH 22, 2017

allows the customer to let you know, in their own words, what the most important event or interaction was that drove their rating of you. Obligatory photo of hip millennials using technology and being hip. The post Why NPS is a more important metric than revenue appeared first on Net Promoter Score from AskNicely.

Metrics 60

Metrics Engineering Surveys Marketing 60

Totango

FEBRUARY 9, 2022

Knowing how to use technology to optimize your contract renewal process can increase your retention rates and your revenue. In this article, we’ll discuss five essential technology tools you can use to automate your contract renewal procedures. Contract renewal automation depends on the efficient use of the right technology.

Customer retention 94

Customer retention SaaS Best practices Upselling 94