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

AWS Machine Learning

NOVEMBER 3, 2023

This new metric aims to shed light on the velocity behind these incredible goals, enhancing our understanding and appreciation of the game even further. This process comprises two key components: event data and optical tracking data. Event data collection entails gathering the fundamental building blocks of the game.

Metrics 94

Metrics Telecommunications Consulting Consulting 94

TechSee

JUNE 16, 2022

If you want to stay ahead of the game, follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events – their enormous impact is bound to become a catalyst for change in the space. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Magazine

FEBRUARY 6, 2024

It’s not just about keeping score; it’s about enhancing every aspect of the event experience, from ticket sales to concessions, all in real-time. Stay tuned as I dive into how Oracle EPM is revolutionizing the game for stadiums, making every event a win-win for everyone involved.

Entertainment 52

Entertainment Finance Consulting Consulting 52

AWS Machine Learning

JANUARY 5, 2024

By the end of the consulting engagement, the team had implemented the following architecture that effectively addressed the core requirements of the customer team, including: Code Sharing – SageMaker notebooks enable data scientists to experiment and share code with other team members.

Management 114

Management APIs Engineering Government 114

AWS Machine Learning

OCTOBER 18, 2023

AWS Lambda is an event-driven compute service that lets you run code for virtually any type of application or backend service without provisioning or managing servers. Evaluate the model and produce performance metrics. If performance metrics are satisfactory, update the model version in Parameter Store.

APIs 99

APIs Metrics Consulting Consulting 99

TechSee

MARCH 7, 2023

She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills. We were excited to see her leading the conversation at MCW23 last week.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. The most sophisticated solutions offer multi-channel text and speech analytics. Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Education Services Group

FEBRUARY 5, 2021

The company’s unique approach, combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity of technology companies. Presented at over a dozen Customer Success industry events as thought leaders in the space. High growth augmented analytics startup.

Enterprise 52

Enterprise Consulting Consulting Customer centricity 52

JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Her reputation for mentoring, promoting collaboration, and resolving complex business issues has made her a sought-after consultant and speaker in the CX industry. Follow Diane on LinkedIn 3.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Mindtouch

OCTOBER 19, 2017

We started by creating a massive list and compiling metrics on speaking engagements, insider sentiment, content authoring, and social influence—for thousands of Salesforce enthusiasts. Connect with influencers at events like Dreamforce and The Customer Focus Effect. Amy Oplinger , Consultant, Independent — @SalesforceAmy — [link].

Consulting 91

Consulting Consulting Engineering CRM 91

AWS Machine Learning

NOVEMBER 28, 2022

This pipeline automates and connects the data preprocessing, model training, model metrics tracking in SageMaker Experiments, data postprocessing, and, model cataloging in SageMaker model registry. From there, choose the SageMaker training job to explore the metrics related to the training Job.

Scripts 77

Scripts Accountability Call flow Consulting 77

Totango

FEBRUARY 9, 2022

An automated renewal approach involves taking steps before renewal, such as checking customer satisfaction metrics to identify customers at risk of churn and proactively reaching out to these customers to develop a remediation plan. Automated procedures also may be set up to reach out to customers who fail to renew.

Customer retention 94

Customer retention SaaS Best practices Upselling 94

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

ClearAction

SEPTEMBER 29, 2016

ClearAction is a customer experience management consultancy specializing in company-wide collaboration to resolve and prevent the thorniest drags on customer experience excellence and ROI. For marketing teams, Marketing Future Forum is collaborative platform with a suite of tools and services that help drive velocity and opportunity metrics.

Customer Experience 66

Customer Experience Coaching B2C Consulting 66

AWS Machine Learning

NOVEMBER 22, 2022

Companies streaming online movies (OTT platforms), live concerts, or sports events. The restaurant’s IT department lacks sophisticated data analytics, streaming, or AI and machine learning (ML) capabilities to build such a solution. In the example, the EventBridge event is written to an Amazon CloudWatch log.

APIs 69

APIs CRM Feedback B2C 69

RapportBoost

JANUARY 7, 2019

ICMI has been empowering contact center excellence for more than 30 years, helping more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. is the leading chat analytics platform brands use to boost sales and engage customers. About RapportBoost.AI. RapportBoost.AI

Average Handle Time 40

Average Handle Time Contact Center Customer centricity Consulting 40

CustomerSuccessBox

MAY 18, 2022

If you’ve wondered which company started a specialty consulting business operations focused on customer success, CSM practice might just be the market leader. It specializes in curating custom solutions by implementing an appropriate growth strategy focusing on customer success metrics. CX Accelerator.

SaaS 52

SaaS Upselling Education Customer retention 52

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Your organization may select a metric to use that helps capture how customers are feeling about working with you. Structured feedback.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

Callminer

APRIL 21, 2020

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. Engage their team members in a local charitable event every month.

Call Center 182

Call Center Management Scripts Coaching 182

CSM Practice

FEBRUARY 20, 2020

A survey of 100 customer success leaders, conducted by Gainsight in 2018, revealed that the maturity level correlated with the financial metrics of the company: Reactive; GRR is 80%, and NRR is 92%. Predictive Analytics and Artificial Intelligence. An Advanced Analytics Case Study. Outcomes; GRR is 89%, and NRR is 113%.

Analytics 52

Analytics Customer centricity Metrics Accountability 52

SmartKarrot

OCTOBER 3, 2022

Apply here: [link] Role: Customer Success Manager #1437 Location: Dallas, TX, US Organization: Genius Road As a Customer Success Manager, you will assist Account Director and Delivery Manager with the current customer portfolio (clients and consultants) with ongoing communication to ensure strong retention.

Upselling 19

Upselling Coaching Best practices Consulting 19

Clarabridge

MAY 9, 2018

Our tenth annual Clarabridge Customer Connections Conference (C3) event kicked off Tuesday morning in the nation’s capitol at the Gaylord National Convention Center, right in Clarabridge’s backyard. Our first advanced session was led by Clarabridge’s Katie Costanzo, Director, Professional Services and Koren Stucki, VP, Strategic Consulting.

Journey mapping 40

Journey mapping Best practices Contact Center Feedback 40

Clarabridge

SEPTEMBER 21, 2017

I wouldn’t go as far as calling it fake news, but some consultancies and technology providers are seriously neglecting the holistic perspective in favour of pushing their particular slant on the CX revolution. NONE of these metrics instils a ‘customer experience’ mind-set. Reserve your place here.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

Infinity

JUNE 24, 2019

Growing from 350 people a few years back to 3,000 this year, the event now boasts four stages across the First Direct Arena (where Prince, Iron Maiden, and Elton John have all performed in recent years). One example is certain search engines appearing as ‘referral’ traffic in Google Analytics rather than as ‘organic’.

Marketing 40

Marketing Advertising Engineering Analytics 40

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics. By Swati Sahai.

Analytics 93

Analytics Government APIs Metrics 93

NobelBiz

AUGUST 23, 2022

Call centers that use a Speech Analytics system may detect these friction areas and take steps to improve their goods and services, customer journeys, and agents’ handling of consumer demands. In this article, we will try to outline everything there is to know about speech analytics. What is call center speech analytics?

Analytics 52

Analytics Call Center First call resolution Contact Center 52

Mindtouch

APRIL 17, 2017

We evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics including internet presence, influence, authorship, individual contributions, community engagement and participation. Andy Mowat , Box, Sr. Director: Customer Success Operations, @netmow, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

SmartKarrot

OCTOBER 27, 2021

Drives regular cadence (Call/Report/visit/QBR) with the client to report on KPIs, raise awareness of The Room’s news/events. Leverage data and analytics to create smart recommendations on strategy to drive brand awareness and sales for the clients. Achieve agreed customer usage metrics for the Sensat platform as per the OKRs.

Accountability 19

Accountability Feedback Consulting Consulting 19

SmartKarrot

AUGUST 2, 2022

Digital marketers and B2B SaaS organizations both value engagement metrics. You can fine-tune your users’ experience to ensure they get the most out of your software by using engagement analytics. Mixpanel is a platform for internet and digital analytics and user behavior. So, without further delay, let us get started.

B2B 10

B2B SaaS Analytics APIs 10

SmartKarrot

NOVEMBER 19, 2020

Work alongside regional sales leadership and our partners to ensure the achievement of regional operational metrics and targets. Inviting candidates and clients to Business Transformation Network (BTN) events and encouraging them to create content for the platform. Create a company-wide customer feedback loop. Apply here: [link].

Consulting 10

Consulting Consulting Government Upselling 10

SmartKarrot

MAY 21, 2021

Develop and share metrics to measure the effectiveness of Customer Success in meeting company and team goals. Track, analyze, and report on Customer Success metrics across the organization. Consult with clients and guide best practices & quantitative measurement of success approach.

industry standards 10

industry standards Metrics Upselling Enterprise 10