PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Let’s move on to how many new customers you acquired” is likely the next agenda item.

SaaS 96

SaaS Feedback Surveys B2B 96

Education Services Group

FEBRUARY 25, 2019

You need your smartphone — you probably check it over a hundred times a day for work and personal reasons alike. As with any adoption metric, there’s no hard-and-fast answer for how often customers should be logging in. That’s why it’s so important for you to establish these benchmarks yourself. Read our case study right here.

Benchmark 40

Benchmark CRM Metrics Personalization 40

Fonolo

APRIL 17, 2019

This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings. But despite all this appetite for automation, IATA finds that most people still want to talk to a real person when things go wrong.

Airlines 78

Airlines Transportation Contact Center Self service 78

Education Services Group

FEBRUARY 26, 2019

You need your smartphone — you probably check it over a hundred times a day for work and personal reasons alike. As with any adoption metric, there’s no hard-and-fast answer for how often customers should be logging in. That’s why it’s so important for you to establish these benchmarks yourself. Now, all that has changed.

Benchmark 40

Benchmark CRM Metrics Personalization 40

aircall

MARCH 27, 2017

These milestones might look like a variation of the following: The x-axis of the customer journey map represents the benchmarks the customer successively reaches. This journey begins right before a prospective customer becomes aware of your brand and goes beyond the point of purchase. Place personas on your map.

Journey mapping 82

Journey mapping Accountability Customer retention Morale 82

ChurnZero

MARCH 31, 2023

The purpose of a Customer Success team is to help a company’s customers get the most value out of its product. The hypothesis is, if a customer maximizes the obtainable value, they will remain loyal and spend more with the company. This isn’t merely a theory. You have to meet them. Talk to them.

Benchmark 98

Benchmark B2B Accountability Consulting 98

ProProfs Blog

DECEMBER 21, 2020

Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. Needless to say, customer retention is the core value for the growth of any business. And what are these customer expectations?

Surveys 148

Surveys Benchmark Feedback Sales 148

ClientSuccess

JULY 16, 2021

You need to avoid being single-threaded and you can’t be naive enough to believe there’s only one person internally calling all the shots. You might want to measure how each person is engaging with your business? If you wait too long to act on these signals, you risk customers progressing down a negative path in the partnership.

Construction 52

Construction Metrics Customer retention Surveys 52

Talkdesk

JUNE 1, 2016

JOHN : Customer retention is important in itself, but it is also valuable because your customer base can lead to almost a second wave of acquisition. The later adopters want to see case studies and to see that it really works. They should set a benchmark and a timeline to achieve it.

Customer centricity 40

Customer centricity Marketing B2C Benchmark 40

delighted

OCTOBER 18, 2019

The goal is to monitor how your customer base feels about your company over time as both your business and the market evolve. Insights gathered inform strategies that improve customer loyalty, and subsequently revenue through increased customer retention, reduced churn, and word of mouth. CSAT pros and cons.

Metrics 40

Metrics Surveys Benchmark Feedback 40

SmartKarrot

OCTOBER 12, 2022

Creating a customer account journey can tell the tale of your customer’s interactions with your brand across all touchpoints. B2B business leaders can use this process to learn about specific customer pain points, which will help them improve and personalize the various stages of the sales process.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

SmartKarrot

OCTOBER 28, 2022

The next benchmark may be established in collaboration with the client. You may more effectively ensure customer success and higher revenue by reflecting on what is working and not. Improving Customer Retention. Key account managers’ top concern at night is undoubtedly customer retention.

Accountability 10

Accountability Management Upselling B2B 10

Comm100

OCTOBER 11, 2017

Many companies that give control of their social media page to their marketing department do so without empowering their employees to engage with customers, or offering an engagement strategy whatsoever. The result is a social media page where personal inquiries, desperate complaints, and more comes in – but nothing goes out.

Customer Service 47

Customer Service Customer Care Morale Marketing 47