ChurnZero

OCTOBER 15, 2021

During one of our BIG RYG Hyper-Workshops on budgeting for Customer Success headcount, Kristen Hayer of The Success League, framed this shift by explaining that as a CS leader, you’re not running a happiness team, you’re running a revenue team. Why NRR benchmarks are dangerous. Be prepared to be benchmarked.

Benchmark 97

Benchmark Metrics Chief Customer Officer Sales 97

CSM Magazine

MAY 9, 2023

Some tools and strategies they can use include: Customer Relationship Management (CRM) systems. Set response time targets : Establish benchmarks for each support channel – e.g., immediate response for live chat, less than 1 hour for social media, and less than 24 hours for email. Live chat support.

Customer Service 52

Customer Service Customer centricity Analytics Feedback 52

JustCall

SEPTEMBER 5, 2023

It ensures alignment on long-term vision and serves as a benchmark for brokerages to measure agent performance against. By attending negotiation workshops and learning from experienced colleagues, you can further enhance your ability to secure favorable terms for your clients.”

Real estate 52

Real estate Construction Feedback Morale 52

SmartKarrot

JANUARY 11, 2021

Take ownership of CRM and/or support systems and oversee all support activities. Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

Upselling 10

Upselling Benchmark Customer centricity Education 10

Netomi

JANUARY 5, 2022

Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report “Customer Experience Management: A Winning Business Strategy for a Flat World.”. He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ClearAction

JULY 23, 2023

Your CRM (customer relationship management) system is typically used by all of these parties. It’s more compelling when citing your company’s money rather than external benchmarks. Governance of any endeavor is strongest when it’s integrated as your company’s way of life. What are some of the opportunity costs?

Government 62

Government B2B Customer Experience Enterprise 62

Lumoa

APRIL 24, 2018

Peter Lavers Customer Experience and CRM Expert. 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. Mitch Lieberman CRM Industry Advisor, Speaker, Award-winning Blogger. NPS is simple benchmarkable, and consistent.

Consulting 135

Consulting Consulting Metrics Feedback 135