ChurnZero

MAY 11, 2021

TSIA’s Customer Success benchmark data shows that 49% of companies monetize customer success, and when a company monetizes customer success, their Net Promoter Score is higher. The 2020 TSIA #XaaS Product and Analytics Survey shows, companies that had fully or semi-automated onboarding realized a 19.4

SaaS 98

SaaS Benchmark B2B Analytics 98

Joe Rawlinson

MAY 17, 2022

Now, the question is—what are the metrics and figures to benchmark for every industry? As with previous benchmark reports, the numbers have been consistently high for these industries. Here are some tips and tricks businesses can achieve this goal: Use analytics and eliminate poor-performing digital marketing channels.

Benchmark 15

Benchmark Advertising Entertainment Real estate 15

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Buying Influencers: Many parties within a B2B firm influence buying decisions. So, what does it mean?

B2B 62

B2B Feedback B2C Enterprise 62

JustCall

OCTOBER 22, 2023

Benchmarking: Knowing whether your CX is actually good or bad can be challenging. If you reach out to customers too often, they might get annoyed. If you send the survey too late in the day, they might not remember the details of their experience. Finding that sweet spot can be tricky. What’s a good score? What’s a bad score?

Surveys 52

Surveys Best practices Feedback First call resolution 52

Fonolo

NOVEMBER 10, 2020

Team leaders will need quick and efficient ways of managing and motivating their distributed employees, requiring reliable analytics on agent and customer satisfaction.” ” — Evan Kirstel, B2B Tech & Marketing Consultant. ” — Matt Beaty , Executive Vice President of Sales & Marketing at Brightmetrics™.

Contact Center 135

Contact Center Consulting Consulting call center association 135

SmartKarrot

AUGUST 2, 2023

In addition to this, we will also highlight some great CS benchmarks that every Customer Success team should aim to achieve. Supportive Technologies for CS – In addition to the CS platform you must also invest in other supportive technologies like CRM tools, customer analytics, AI-based customer insights, and automation technologies.

Benchmark 10

Benchmark Customer retention SaaS Customer centricity 10

Totango

FEBRUARY 15, 2019

Once the product usage events are being reported, preferably in real-time, a usage analytics system is reading the instrumentation log and provides KPIs of the various dimensions of product usage and adoption. Please note that this record format applies for both B2B and B2C. Account ID *. Activity ID. Here are the most common ones.

SaaS 71

SaaS B2C B2B Metrics 71

SmartKarrot

FEBRUARY 24, 2022

Are you contemplating upon starting a blog for your B2B SaaS business? In today’s digital era, where customers have become smart, it has become very important for businesses to use blogging for marketing their B2B SaaS business. B2B SaaS businesses are always after gaining leads and prospects. Not many people are aware of it.

B2B 10

B2B SaaS Education Engineering 10

Netomi

SEPTEMBER 20, 2021

Analytics and real-time reporting. Reporting/Analytics. Analytics & Reporting. Chatbot activity analytics. Drift B2B chatbots are implemented on websites to qualify leads without forms. Reports and analytics. Knowledge-base integration. Omni-channel (email, chat, voice, social). Multi-lingual.

Chatbots 126

Chatbots APIs Surveys Analytics 126

JustCall

OCTOBER 6, 2022

There are many new opportunities and challenges in the world of how to scale B2B sales. In a B2B sale, the buyer is more aware of how their purchase will affect the rest of the organization. Have you ever wondered how to scale B2B sales ? Table of Contents: What are B2B Sales? How to scale B2B sales?

B2B 10

B2B Sales B2C Finance 10

TeamSupport

AUGUST 25, 2022

Could the collapse of the Roman Empire ( the Western one ) have been prevented if the imperial bureaucracy was able to track their health and success via digital analytics? CSAT and NPS are great benchmark metrics and are easy to understand on their own, not to mention they are intrinsic parts to a fully 360-degree view of a customer.

Upselling 98

Upselling Metrics Benchmark Analytics 98

aircall

FEBRUARY 17, 2021

Gives you the tools to benchmark sales progress. Now that you have a better understanding of the purpose of a B2B sales strategy plan, let’s take a look at how to create one. If you’re using a cloud-based phone system, dashboard analytics and other software tools can help evaluate the efficiency of your workflows.

Sales 62

Sales call center software Best practices Call Center 62

Comm100

MAY 20, 2022

Chat and Email Benchmarking Study, they found that “ chat is the highest-scoring channel by a wide margin ”. Live chat analytics give you valuable insight into your agents as well. According to Comm100’s latest Live Chat Benchmark Report, 63% of chats received in 2021 were sent by mobile. LIVE CHAT BENCHMARKS.

Wait times 75

Wait times Benchmark Sales Personalization 75

JustCall

JULY 23, 2020

However, there's an industry benchmark based on which you can assess your performance. According to industry benchmark research, the average sales cycle length for B2B companies is 102 days ( source ). How does your win rate fare against the industry benchmark? Email and Call Analytics.

Sales 52

Sales Metrics Upselling Benchmark 52

SmartKarrot

DECEMBER 2, 2022

As a benchmark, a business should aim to generate 30% of its overall revenue from expansion; yet most SaaS companies only generate 10% on average. Is it the customer success team, or is it the analytics department? However, they will be needing a lot of support from the sales and analytic teams.

Upselling 21

Upselling Management SaaS Benchmark 21

CX Journey

DECEMBER 11, 2014

Before a B2B company actually bases any decisions and actions on overall Recommend scores, there are so many other insights lurking in the background that are indicators of how strong customer relationships really are and whether there should be concern over churn rates. 2) Do we know our customers like we thought?

Metrics 62

Metrics B2B Accountability Surveys 62

Spearline

AUGUST 29, 2019

During that interaction, voice analytics technology can provide the agent with insight into the customer response, differentiating between happy, neutral, uncertain, disappointed or displeased moods. AR and VR have the potential to reshape the way we interact, whether that be socially, in a B2C context, or B2B. Conclusion.

Telecommunications 56

Telecommunications B2C voip Benchmark 56

ijgolding

OCTOBER 25, 2018

s, “ Digital Business 2018: Benchmark for Digital Journey ” report, industry analyst Nigel Fenwick found that customer obsession pushes companies toward digital maturity, which is a stepping stone to digital transformation that can help organisations, according to Forrester, increase customer lifetime value (CLV) and enter new markets.

Customer Experience 67

Customer Experience Journey mapping Benchmark Analytics 67

PeopleMetrics

FEBRUARY 25, 2022

Here are a few trends we're seeing : Increased investments in AI technology, like text analytics and automated service recovery, to streamline elements of the CX process. For example, B2B and B2C voice of customer programs have several critical differences to understand as you start collecting data.

Customer Experience 71

Customer Experience Journey mapping Feedback Metrics 71

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. @Al

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

delighted

JUNE 21, 2019

Whether you’re a B2B or B2C company, relevance and longevity in your industry depend on how well your products answer the needs of your customers. Do you want to benchmark your performance, or are you focusing more on long-term continuous improvement? say the same.”. What is the objective and intent of the VOC program?

Feedback 53

Feedback Surveys B2C Benchmark 53

ClearAction

MAY 18, 2017

Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices. Use text/voice analytics to quantify (C) comments. All of the other efforts in the list above are means toward this end.

Feedback 54

Feedback Surveys Benchmark Analytics 54

Lumoa

APRIL 24, 2018

NPS is NOT the answer to everything like some would have us believe - especially in corporate / B2B key account management where long-term trust and relationship quality are key. Business leaders tell me that they also like the fact that they can compare their scores to other ‘benchmark’ businesses and this brings a tangibility to it.

Consulting 135

Consulting Consulting Metrics Feedback 135

Amity

APRIL 25, 2016

Brandon specializes in helping B2B software companies cross the chasm from startup to growth stage businesses by helping build-out and refine customer acquisition. Tomasz writes daily, data-driven blog posts about key questions facing startups including how to fund raise, startup benchmarks, management best practices and team building.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

delighted

JULY 19, 2019

Customer intelligence can be broken down into two categories: quantitative data from customer analytics, and qualitative data from customer feedback. Let’s start with customer analytics. B2B customers and online journeys. Customer analytics. Further reading and resources: What Is Customer Intelligence?

Customer Experience 56

Customer Experience Journey mapping CRM Surveys 56

ClearAction

OCTOBER 25, 2018

Half of B2C companies and a third of B2B companies have a dedicated customer experience budget. Don’t assume that Marketing’s ownership of things like market intelligence, predictive analytics, digital, retention, loyalty and CRM qualifies this department to achieve your enterprise customer experience goals.

Customer centricity 59

Customer centricity Marketing Journey mapping Enterprise 59

JustCall

APRIL 28, 2022

You can compare these metrics against market benchmarks and steer your strategy accordingly. Gong is a revenue intelligence platform targeted at B2B sales teams. The most important reason to use AI call intelligence technology is to track the important metrics associated with calls. Improving Customer Experience with Call Intelligence.

Sales 52

Sales Coaching CRM Metrics 52

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Bruce Temkin.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

aircall

JUNE 21, 2021

This will provide you good benchmarks for optimizations in order to increase sales. For instance, 68% of B2B companies admit to struggling to generate. Lastly, our powerful analytics will give insight into the customer support that you are currently providing. of sales reps made their quota.

Sales 71

Sales Customer Experience Surveys Feedback 71

Help Scout

JUNE 5, 2019

Often, this direct connection can provide richer feedback than surveys or analytics. According to the Content Marketing Institute 2018 B2B Content Marketing Benchmarking report : 79% of respondents said that content marketing has increased audience engagement in a measurable way, and 65% said it has increased their total number of leads.

Customer centricity 40

Customer centricity Marketing Feedback Customer advocacy 40

delighted

JANUARY 7, 2020

Considering that it costs up to 6 times more to attract a new customer than to retain an existing one, the immediate and long-term ROI of customer experience is encouraging many businesses to incorporate CX metrics and benchmarks into their definitions of brand health and success.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

SmartKarrot

FEBRUARY 11, 2022

As a B2B SaaS (Software as a Service) company, you need to showcase the value of your product as soon as possible. Various analytic tools like Google Analytics can calculate what percentage of users are reaching that set milestone. This is where the SaaS (Software as a Service) activation rate comes into the picture.

SaaS 11

SaaS Feedback Benchmark Analytics 11

SmartKarrot

SEPTEMBER 22, 2022

Once you have a benchmark that can be decided according to the industry you are in, measuring your NPS frequently will help you to monitor and track progress to avoid a high churn rate and improve retention. Built-in analytics means you can share data across various channels for effective communication with your team. But is that all?

Surveys 10

Surveys Feedback Benchmark APIs 10

SmartKarrot

SEPTEMBER 8, 2020

I am not going to dismiss this melodramatic viewpoint ( “QBR is dead!” ) but would like to take an analytical view on both sides. This is mostly relevant in a complex B2B scenario where business goals are measured and achieved in months or years. #3 Share the goals and benchmarks you plan for them to achieve. When is it needed?

Benchmark 10

Benchmark B2C Feedback B2B 10

SmartKarrot

FEBRUARY 2, 2022

Customer success reporting tracks customer engagement analytics to help customer success managers, support managers, and service teams strategize and improve customer engagement, customer experience , and enhance their product adoption. To see how SmartKarrot helps B2B companies streamline and scale customer success, Request a Demo.

Accountability 10

Accountability Upselling Metrics Benchmark 10

Comm100

FEBRUARY 6, 2018

Like live chat software, Hootsuite’s social media software provides analytics and reports to help companies best understand how their social media strategies are performing. Hubspot includes tools for social media marketing, social listening, content management, web analytics, landing pages, and search engine optimization (SEO), among others.

CRM 42

CRM Enterprise SaaS Marketing 42