Totango

JANUARY 10, 2024

For Waystar, a technology platform that simplifies payments across the revenue cycle for healthcare organizations, this consultative approach unlocked cross-functional alignment, customer satisfaction, and exponential business growth. So, how did they do it?

Sales 93

Sales industry standards Benchmark Healthcare 93

Nicereply

DECEMBER 28, 2021

Benchmarking CSAT, NPS, and CES: What’s a Good Score to Have? This is where benchmarking is helpful. We’ve compiled benchmarks to help you compare your CSAT, NPS, and CES scores to industry standards and inspire your goal setting. Benchmarking CSAT, NPS, and CES: What’s a Good Score to Have?

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

COPC

MAY 19, 2023

Consultants have set up entire businesses profiting from this discourse. The Harvard Business Review article The One Number You Need to Grow also helped to popularize NPS. A 2020 Fortune article estimated that nearly two-thirds of all Fortune 1000 companies use NPS. You can read more about CES in this article.

Metrics 69

Metrics industry standards Customer effort Consulting 69

COPC

JULY 20, 2023

However, in our consulting work, we find that this vital metric’s management and targets have yet to evolve from the original definition. Often, in consulting engagements, we are asked questions such as: “Is 80/20 the right service level for me, as I heard that was the industry standard?”

Service level 69

Service level Abandon rate contact center workforce Contact Center 69

Amity

JULY 13, 2016

Alex Bakula-Davis - Alex curates The Customer Success Newsletter which is a hand curated, free-range, artisanal, and all natural newsletter on top articles cover Customer Success. Gainsight - Take your Customer Success team to the next level by taking advantage of Gainsight's industry-standard best practices and thought leadership.

SaaS 81

SaaS Best practices industry standards Consulting 81

Horizon CX

DECEMBER 27, 2019

In my present research and consulting role, the question naturally arose as to how far NPS has come over those 26 years and to what extent does NPS remain the key customer loyalty and performance metric specifically among B2B organizations or whether it has been supplanted by another and perhaps more favorable CX metric.

B2B 52

B2B Surveys B2C Metrics 52

NobelBiz

OCTOBER 9, 2023

Throughout this article, we will shine a light on these critical pain points, providing insights, solutions, and practical strategies to address them head-on. Brad Butler, Contact Center Software Consultant @NobelBiz Legacy Systems: Older software, or “legacy” systems, might not be designed to integrate with newer tools.

Call Center 52

Call Center Management Contact Center Contact center software 52