Amity

APRIL 25, 2016

Follow her weekly blog posts on Customer Success best practices. Director of Customer Success Education - CSM Practice. Dan is a recognized domain expert in Customer Success especially in a startup environment and in SaaS. Customer Success Practice Director - CSM Practice. The Gainsight Blog.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

SmartKarrot

NOVEMBER 8, 2022

Leverage data, metrics and insights to build and strengthen the overall CS strategy, specifically working on delivering new CRM Analytics and Service Cloud platforms – ultimately working on customer health benchmarks and driving improvements. Set strategic direction for your team and translate it into actionable daily/weekly initiatives.

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

Education Services Group

JANUARY 19, 2021

Last year, we, along with our CS friends at ChurnZero and Higher Logic, embarked on an ambitious project to check-in with the CS community as a whole and find out more about the industry’s current place in SaaS business and uncover the trends influencing its growth. Benchmarking the blastoff. A spotlight on Customer Success.

Finance 52

Finance SaaS Benchmark Surveys 52

Solvvy

OCTOBER 25, 2022

Refer to Industry Benchmarks. Zendesk has a tool that allows you to enter your industry and see customer satisfaction benchmarks, such as: Corporate services, 95%. You can also compare your NPS to others in your industry against NPS benchmarks. Financial services, 90%. Retail and wholesale distribution, 88%. Technology, 94%.

Surveys 62

Surveys Benchmark Metrics Brand ambassadors 62

Vonage

MAY 8, 2017

Are employees on-board and fully educated about the benefits of a scalable workplace? If you’re unsure on either of the above take a look at our top tips below for advice and best practice when scaling your business. With the rise of mobile technology and cloud-based SaaS, there’s no need to tie your team to their desks.

Sales 63

Sales Caller satisfaction Benchmark SaaS 63

Callminer

AUGUST 1, 2017

Higher Ed Growth (HEG) is a full-service marketing agency specializing in post-secondary education. HEG uses proprietary technology, like EduMaximizer, to deliver targeted enrollment leads to for-profit and nonprofit education clients. Kolin Porter is the Vice President, Product Innovation at Higher Ed Growth. Too many portals…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Education Services Group

SEPTEMBER 29, 2020

A good industry benchmark to reference is that it is six times more cost efficient to sell to your current install base than it is to bring on a new customer. And in the world of B2B SaaS, that time is money. For my CS peers – the first few points create a compelling case for more sales involvement, sooner. Your life will be easier.

Sales 52

Sales Benchmark B2B SaaS 52

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. She also oversees onboarding and new hire training as well as ongoing education for the ChurnZero CS team. Irit: How do you come up with a benchmark? Episode highlights.

Metrics 98

Metrics SaaS Surveys Self service 98

Education Services Group

JUNE 4, 2020

What if you have a fledgling new CS organization, or are introducing CS into a non-SaaS business ? Maybe you’re still in the process of constructing your customer journey map or determining your performance benchmarks. Incubations can guide you to the best strategy to execute and get your CS organization off the ground much faster.

Journey mapping 52

Journey mapping Construction Benchmark SaaS 52

SmartKarrot

JUNE 11, 2021

They teach customer success managers best practices that enable them to engage, manage, and retain customers. To earn the recognized Cisco certification, you need to pass the following exam- 820-605 DTCSM exam which tests discovery, benchmarking, evaluation, and enablement. There are four levels in the course-. contact-form-7].

Best practices 22

Best practices SaaS Accountability Education 22

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. She also oversees onboarding and new hire training as well as ongoing education for the ChurnZero CS team. Irit: How do you come up with a benchmark? Episode highlights.

Metrics 52

Metrics SaaS Surveys Self service 52

SmartKarrot

JANUARY 6, 2022

This will keep them educated and updated about customers’ need and want. You might also like: Why Conversation Artificial Intelligence Will Ultimately Be a SaaS Superpower! Here are some of the reasons that showcase conversation artificial intelligence will ultimately be a SaaS superpower.

Coaching 10

Coaching SaaS Benchmark Feedback 10

SmartKarrot

FEBRUARY 9, 2022

The other necessity is an investment in professional education and certifications for upskilling professionals in their fields of expertise. You need the right technology partner to ensure product adoption , usage of best practices and ensure no data slips through the cracks to succeed.

Chief Customer Officer 10

Chief Customer Officer Upselling Benchmark Metrics 10

SmartKarrot

NOVEMBER 25, 2020

Why should SaaS have all the fun? Just because customer success originated from the SaaS, that does not mean it should stick to the ‘as-a-service’ models only. All of the non-SaaS industries too put a spotlight on the customer and help them succeed. The non-SaaS businesses are all set to hop on the customer success plane.

Best practices 10

Best practices SaaS Benchmark Metrics 10

Callminer

OCTOBER 11, 2018

FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. Ben M Roberts is the Head of Marketing for a SaaS startup called Talkative. Ben M Roberts @Roberts_Ben_M.

Call Center 561

Call Center Metrics Contact Center Wait times 561

SmartKarrot

MARCH 2, 2023

The podcast has over 100,000 listeners, partnerships with Mattermark and ProductHunt, and guests from over 200 venture capital firms, including the likes of Accel, Kleiner, Y Combinator, Benchmark, and Index. Go right ahead… and follow the ones you liked best! Currently, he is a CEO and co-founder at Allocate.

Technology 10

Technology Benchmark Sales B2B 10

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. DigiCert is trusted by thousands of government, education, and Fortune 500 organizations. Flavio has a B.S.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Amity

FEBRUARY 2, 2016

With so many customer success resources to choose from, we’ve selected the top customer success resources and events that we think will educate and inspire you for the rest of the year. The Software as a Service (SaaS) model, moved the customer into the driver seat, and they are not going to give it up. The best part?

SaaS 80

SaaS Education Customer retention Sales 80

ClientSuccess

JUNE 12, 2017

After the positive response to our “Customer Success Dictionary of Reference: Part I” post , we wanted to provide further opportunities for education and growth. Today’s SaaS organizations commonly utilize a subscription business model, where customers pay a recurring fee to gain access to a certain software or cloud-based platform.

SaaS 46

SaaS Metrics Best practices Benchmark 46

Amity

OCTOBER 23, 2018

There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post). Net Promoter Score (NPS). Customer Health.

Metrics 76

Metrics Best practices Customer retention SaaS 76

aircall

NOVEMBER 4, 2016

Studies show that computer-telephone integration r educes the average length of a call. Best practices for choosing computer telephony integration. Take advantage of free trials and benchmark different providers to stay informed. As a result, your team fields a larger volume of calls and resolves issues quicker.

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83

aircall

NOVEMBER 4, 2016

Studies show that computer-telephone integration r educes the average length of a call. Best practices for choosing computer telephony integration. Take advantage of free trials and benchmark different providers to stay informed. As a result, your team fields a larger volume of calls and resolves issues quicker.

Customer Support 54

Customer Support Interactive Voice Response Call Center Automatic Callback 54

AWS Machine Learning

MARCH 19, 2024

Self-consistency is shown to outperform CoT prompting on popular arithmetic and commonsense reasoning benchmarks. This data is commonly used to benchmark the multi-step arithmetic reasoning capabilities of generative language models. We prepare a dataset from SAA-C01 and SAA-C03 sample exam questions.

APIs 102

APIs Benchmark SaaS Engineering 102