ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Accountability 47

Accountability Management Upselling SaaS 47

Beyond Philosophy

DECEMBER 10, 2021

Back when I was working in corporate life, I went to a presentation in London. 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. So, What Went Wrong with NPS?

Airlines 273

Airlines Metrics Accountability SaaS 273

Kapta Customer Success

OCTOBER 2, 2017

The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. Relevant Industries.

Accountability 40

Accountability Management B2C Upselling 40

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 Upselling SaaS Accountability 52

Balto

NOVEMBER 8, 2022

There are many metrics and KPIs (Key Performance Indicators) that give you insights into agent productivity, customer satisfaction, and employee satisfaction. These metrics can significantly improve your decision-making process and make your agents and customers happier. Key Metrics for Measuring Agent Performance. Call Volume.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. management.

Call Center 182

Call Center Management Scripts Coaching 182

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

Fonolo

MARCH 30, 2020

Managing a contact center team is a challenge at the best of times. Besides the obvious technical issues, this presents to those still working on legacy systems, employees are getting more and more worried for their health , pointing the contact center conditions as perfect for transmission of the virus. Focus on results.

Contact Center 133

Contact Center Management virtual call center Call Center 133

Playvox

AUGUST 25, 2022

As workforce management professionals, we are faced with the daunting task of figuring out the ideal forecast, matching that forecast with a schedule and then making sure that our “master plan” works in the real world – meaning all the people that we are counting on for their shifts work their shifts as planned.

Personalization 85

Personalization Management Schedule adherence Average Handle Time 85

AWS Machine Learning

MAY 9, 2024

Governance Establish governance that enables the organization to scale value delivery from AI/ML initiatives while managing risk, compliance, and security. It helps manage and scale central policies and standards. Platform – A central platform such as Amazon SageMaker for creation, training, and deployment.

Government 101

Government Best practices Benchmark Metrics 101

CSM Practice

APRIL 13, 2021

Being a Customer Success Manager (CSM) is a non-stop learning process that requires hands-on management at every stage. To add, a customer success manager needs to learn their customer’s product or service. What is a Customer Success Manager. What makes a good Customer Success Manager? Challenges.

Management 52

Management Customer retention Upselling Accountability 52

GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics. At face value, NPS is a pretty simple metric—one score per customer, one overall score.

Metrics 79

Metrics Customer Service Surveys Self service 79

Andrew Mcfarland

SEPTEMBER 22, 2022

A product manager’s role is to develop a strategic vision for a brand or product. If your company is considering hiring a product manager, consider these qualities: a track record of launching products, building relationships with stakeholders, and creating an extensive strategic viewpoint.

Management 48

Management Engineering Finance Feedback 48

NobelBiz

APRIL 3, 2023

Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services. This comprehensive article will dive deep into call center quality management. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

COPC

OCTOBER 24, 2023

CSAT as an Output Metric Something we need to align on first is that CSAT is an output metric in the contact center, not an input. Making more money could be quantified as a metric, but it’s an output, not an input. These are typically observable as other performance metrics and agent behaviors.

Metrics 94

Metrics Coaching Average Handle Time Consulting 94

Cincom

MAY 8, 2024

Managing sales processes across large organizations is complex. With advanced guided selling, deal management, and configuration capabilities, CPQ enables enterprises to scale sales operations, increase efficiency, and improve customer relationships. Centralized Pricing Management: Pricing data gets consolidated within CPQ.

Enterprise 52

Enterprise Sales CRM Engineering 52

RapportBoost

OCTOBER 20, 2018

– holding teams accountable, while having fun. Heidi Rote is a recognized expert in contact center management and inside sales, having been named to the 1st Annual ICMI Movers and Shakers list this year in the “Customer Experience Leaders” category. – increasing agent retention and shortening agent learning curves.

Contact Center 70

Contact Center Sales Average Handle Time Metrics 70

VirtualPBX

NOVEMBER 8, 2023

In this blog, we are excited to present three compelling case studies that vividly illustrate how VirtualPBX has significantly elevated the performance of these businesses, making them more efficient and customer-centric. Every missed call translated to lost business opportunities, a scenario that could not continue. The solution? VirtualPBX.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

SmartKarrot

JUNE 6, 2023

For example, ensure that customer journey is clearly mapped and tracked, no customer is left unattended, no red signs are missed in customer management, customer outcomes are tracked, and you are able to drive your upsells, renewals and customer onboardings as seamlessly as you wish! poor health score b. due renewals c. poor health score b.

Accountability 10

Accountability Management Surveys Upselling 10

CustomerSuccessBox

MAY 31, 2021

The Customer Success Manager has an integral role in ensuring healthy Customer relationships by evaluating and analysing the customer needs and acting as a customer advocate to promote customer loyalty. With that said, let’s look at the answer to the most fundamental question, as to how many Success managers should a SaaS company really need?

Management 52

Management SaaS Customer advocacy Accountability 52

Talkdesk

AUGUST 13, 2019

Workforce Management (WFM) presents difficult challenges, especially with regard to an omnichannel contact center. Modern WFM systems must account for these variables to ensure that agents can deliver a consistent experience across all channels while also meeting their own targets and goals.

Contact Center 59

Contact Center Management Metrics Accountability 59

SmartKarrot

OCTOBER 6, 2022

The key responsibility of an account manager is to retain customers and work as an intermediary for the organization’s sales team. As an enterprise operating in the SaaS (Software As A Service) environment, we understand the importance of having a strong account manager for the company’s overall growth.

Accountability 10

Accountability Management SaaS CRM 10

Balto

FEBRUARY 8, 2023

Managing your call center’s workforce effectively is essential to keep both customers and agents satisfied. The process can be pretty complex when you take into account your agents’ skills and break times, as well as the different channels you offer support through and peak times. What Is Call Center Workforce Management?

Call Center 52

Call Center Management call center workforce Contact Center 52

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. 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. What metrics do investors care about most?

SaaS 98

SaaS Benchmark Metrics Consulting 98

The Northridge Group

JULY 20, 2023

However, as AI and other emerging technologies evolve to support associates and handle the more transactional issues, traditional productivity metrics have evolved as well. Even Some of the Best KPIs Can Be Misleading Cost-per-contact and Average Handle Time (AHT) are two metrics that may present misleading information.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

Totango

FEBRUARY 5, 2021

Keep the priorities of the people to whom you are speaking in mind when presenting your business case for customer success and choosing what types of data to share during your presentation. Another option is to organize your presentation by topic category. With different roles come different responsibilities and goals.

Customer centricity 73

Customer centricity Metrics Enterprise Feedback 73

COPC

FEBRUARY 15, 2024

It presents the COPC Standards Committee’s observations on the application of AI in CX and the approach to determine potential changes to the Standard. Additionally, it examines the terminology used in the Standard and identifies emerging metrics that are candidates for inclusion.

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

AWS Machine Learning

FEBRUARY 7, 2024

In the first post of this three-part series, we presented a solution that demonstrates how you can automate detecting document tampering and fraud at scale using AWS AI and machine learning (ML) services for a mortgage underwriting use case. Prerequisites The following are prerequisite steps for this solution: Sign up for an AWS account.

APIs 111

APIs Accountability Metrics Engineering 111

CX Journey

DECEMBER 11, 2014

Image courtesy of Jessica Today I''m pleased to present a guest post by Sabrina Bozek. So before the scores are calculated, And the mind of management gets complicated, Take a step back and pay attention, To the other metrics that depict the rate of retention. Do you really want to only invite your least profitable accounts?

Metrics 62

Metrics B2B Accountability Surveys 62

Nicereply

FEBRUARY 2, 2024

Customer Experience vs. Customer Service vs. Account Management While there are similarities with other customer-facing initiatives, you shouldn’t confuse customer success with other similar terms. Account Management Like customer service, account management offers reactive support to customers on a case-by-case basis.

Education 59

Education Accountability Customer retention Journey mapping 59

TeamSupport

JUNE 29, 2023

Companies must grasp, understand, and manage customer expectations effectively in order to deliver experiences that meet or exceed them. They present an opportunity to introduce upsells to products, add new features to products, include a subscription plan to further engage them.

Upselling 97

Upselling Metrics Chatbots Customer Support 97

SharpenCX

APRIL 29, 2020

Workforce management in your contact center is all about finding balance. With the right workforce management strategies in place, you can hit all of your priorities. With that in mind, contact center leaders are no longer looking to simply manage their workforce. And, look to your year-over-year metrics for added guidance, too.

Coaching 76

Coaching Management Contact Center Morale 76

ChurnZero

APRIL 18, 2024

Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. 2: Customer journeys Analog / High-touch: Align metrics with account health by tracking performance through customer milestones. So, now what?

Journey mapping 52

Journey mapping SaaS Metrics Engineering 52

AWS Machine Learning

APRIL 11, 2023

However, bad actors increasingly deploy spoof attacks using the user’s face images or videos posted publicly, captured secretly, or created synthetically to gain unauthorized access to the user’s account. This can deter a bad actor using social media pictures of another person to open fraudulent bank accounts.

APIs 77

APIs Accountability Government Healthcare 77

SharpenCX

AUGUST 26, 2020

Editor’s Note: This post is brought to you by a new contributor, Hiba Amin, from our friends over at Soapbox – a solution that empowers over 100,000 managers to lead high-performing teams. The Agile Manifesto , which is usually your engineering team’s go-to guide for management, can help leaders in every department. Let’s get started!

Call Center 67

Call Center Abandon rate Management Benchmark 67

ClientSuccess

APRIL 27, 2017

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” Recorded Webinar: The Ultimate Guide for Customer Success SaaS Metrics.

Metrics 41

Metrics SaaS Best practices Accountability 41