Expivia

FEBRUARY 18, 2024

It’s about recognizing the strategic value of AI in delivering a superior customer experience, one that goes beyond the limitations of traditional call volumes and efficiency metrics. With a strategic focus on technology and AI, Expivia has redefined what it means to be a BPO partner.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

HGS

JUNE 28, 2018

Service and governance models have been clearly defined for what work is done internally vs. externally with the partner; benchmarks and metrics are measured regularly, reported and assessed; and new ideas and innovate initiatives are driven by the BPO partner that uncovers many new ways of delivering strategic value at a sustained level.

outsourcing 130

outsourcing Healthcare Business Process Outsourcing Strategic Value 130

Education Services Group

JULY 7, 2020

Tying CS to your company’s strategic growth is the best way to ensure that leadership understands and embraces the company-wide strategic value of CS. Don’t forget to track your critical KPIs and benchmarks. Without this executive buy-in, you risk watering down the potency of your CS program.

Benchmark 52

Benchmark Best practices Strategic Value Surveys 52

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. Apply here: [link].

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

ChurnZero

MARCH 12, 2021

If that doesn’t work, one thing that I’ve seen work really well, and I’ve actually experienced this personally, is you can start to gently reach out to that decision maker with things that are of strategic value. All those strategic items are interesting to executives. Executives always have a pile of magazines.

Upselling 59

Upselling Personalization Sales Strategic Value 59

ChurnZero

AUGUST 5, 2022

Without segmenting customers to understand where the revenue or value thresholds exist, you can’t effectively build engagement programs or a manageable book for CSMs. It’s the simplicity of benchmarks that makes them so appealing, but it’s also the very thing that can lead some astray when they are not applied within a proper context.

Management 98

Management Benchmark Strategic Value Metrics 98