ChurnZero

JUNE 24, 2022

In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. You can download the full report for net retention and gross retention benchmarks as well as retention metrics in relation to ACV, growth, size, and more.

Benchmark 98

Benchmark SaaS Metrics B2B 98

Nicereply

MAY 25, 2021

Why is benchmarking important? This is where benchmarking is helpful. This is where industry benchmarks come in. Check out the following benchmarks to see how you compare in CSAT, NPS, and CES, and inspire your own goal setting. CSAT Benchmarks. NPS Benchmarks. How do we compare to our competitors?

Benchmark 111

Benchmark Surveys Entertainment Customer effort 111

Customer Experience Matters

OCTOBER 2, 2017

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S.

Benchmark 44

Benchmark Surveys Analytics Metrics 44

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). This aligns well with the results from this year’s study. For additional insights on Customer Success influences and trends, download the full 2022 Customer Success Leadership Study. of CS teams are increasing, and only 7.8%

Metrics 98

Metrics Benchmark CRM Technology 98

CCNG

JULY 6, 2022

And industry benchmarking, trend analysis, and best practices all help shape your strategic decisions. Your professional network provides valuable opportunities to benchmark programs, practices and performance. Seek out peer-to-peer discussion, industry benchmarking studies, and special-interest initiatives.

Best practices 195

Best practices CCNG Benchmark Consulting 195

ChurnZero

NOVEMBER 6, 2020

How can you compare your score to others in your industry, or to any general benchmarks? Below, I’ll walk through some strategies for both external and internal benchmarking, as well as try to convince you that the score itself should be the last thing on your mind. External Benchmarks. Overall Benchmarks.

Benchmark 58

Benchmark Surveys Enterprise Analytics 58

ChurnZero

NOVEMBER 11, 2022

These are just some of the findings in this year’s Customer Success Leadership Study, ChurnZero’s third annual report on the top trends and opportunities in Customer Success, presented in partnership with ESG and sponsored by Higher Logic Vanilla and involve.ai. Download your full copy of the 2022 Customer Success Leadership Study here.

SaaS 98

SaaS Metrics Best practices Benchmark 98

CSM Magazine

NOVEMBER 29, 2022

The study shows that there is room for improvement with regards to customer service availability. ” A study by Skopos showed that German consumers’ maximum accepted waiting time is 4 minutes. A worldwide study by Genesys showed similar results. “Online Consumers are becoming more impatient by the year.”

Benchmark 52

Benchmark Wait times Chatbots Customer Care 52

DMG Consulting

MARCH 15, 2017

Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper). DMG Consulting LLC has conducted a worldwide consumer benchmark study to identify consumer channel preferences for interacting with businesses. By Donna Fluss.

Benchmark 48

Benchmark Consulting Consulting Surveys 48

AskNicely

AUGUST 29, 2018

” NPS Benchmarks. Best NPS Benchmarks Are a Result of NPS Best Practices. As an NPS software company, we wanted to dive into NPS benchmark research for a few reasons. Further, we simply wanted to come up with a great way to answer those NPS benchmarking questions we get from our customers every day.

Benchmark 60

Benchmark Best practices industry standards Customer centricity 60

NICE inContact

NOVEMBER 13, 2020

The annual Consumer Wave of the NICE inContact Customer Experience (CX) Transformation Benchmark Study dove deep into how the pandemic has shaped the way customers are interacting with contact centers.

Benchmark 62

Benchmark Contact Center Customer Experience Customer Service 62

ChurnZero

JUNE 24, 2022

In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. You can download the full report for net retention and gross retention benchmarks as well as retention metrics in relation to ACV, growth, size, and more.

Benchmark 52

Benchmark SaaS Metrics B2B 52

Netomi

JANUARY 26, 2022

NLU Benchmarking Report: The Process . Download your copy of the NLU Benchmarking Report now for the full results. NLU Benchmarking Report: The Results . In our benchmarking report, we measured a few key metrics including Accuracy , Out of Scope Accuracy and Balanced Accuracy. Here are the highlights of the report: .

Benchmark 52

Benchmark Telecommunications Enterprise Metrics 52

AskNicely

NOVEMBER 28, 2018

NPS Benchmarks are increasingly of interest. Join us for this exclusive webinar, where our panel will break down the results of the 2018 NPS Benchmark Study. 2018 NPS Benchmark Study: Results and Reactions Webinar. However, it’s not just about “what is a good NPS score?” Register Now! MINDBODY, Inc.

Benchmark 60

Benchmark Best practices Marketing Feedback 60

Inbenta

MARCH 11, 2021

Kompyte has recently conducted an assessment of conversational AI in eCommerce, generating a benchmark measuring the efficiency of a given conversational AI. The study of ten key eCommerce Conversational AI vendor solutions found that specialized AI start-ups outperform big tech companies.

Benchmark 52

Benchmark Chatbots Customer retention Marketing 52

ChurnZero

DECEMBER 18, 2020

Stay tuned: The full Customer Success Leadership Study report with more key findings and recommendations for Customer Success leaders will be available in the beginning of January 2021. For a first look at our top survey takeaways and to benchmark your team against others in the industry, check out the webinar.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

Customer Experience Matters

JANUARY 23, 2018

We just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018. consumers about their channel preferences when performing 12 different activities – such as selecting a life insurance policy or applying for a new credit card – and compared their responses to the results of a similar study we conducted in Q3 2016.

Benchmark 51

Benchmark Surveys Customer Experience 51

Injixo

SEPTEMBER 4, 2018

London, England: injixo is running a comprehensive study of WFM professionals to reveal how today’s contact centres compare in the practices they use across the planning cycle, the channels they plan for, the KPIs they use, the size of the planning team and many other parameters.

Benchmark 40

Benchmark Surveys 40

Amity

NOVEMBER 21, 2016

Customer benchmarking — the practice of identifying where a customer can improve or is already doing well by comparing to other customers – helps Customer Success Managers to deliver unique value to their customers. I’ve found that SaaS vendors use seven distinct strategies to empower CSMs with customer benchmarking.

Benchmark 59

Benchmark SaaS Best practices Metrics 59

Customer Experience Matters

SEPTEMBER 10, 2018

We just published Temkin Group’s annual Tech Vendor NPS & Loyalty Benchmark Study. The post Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B) appeared first on Customer Experience Matters®.

Benchmark 49

Benchmark B2B Surveys Technology 49

Education Services Group

JANUARY 19, 2021

We are proud to present the Inaugural Customer Success Leadership Study ! Benchmarking the blastoff. Now, our Customer Success Leadership Study has revealed that 74% of CS leaders have a seat at the executive table and the ability to create a budget. A spotlight on Customer Success. Wherefore at thou, finance? Contact us today.

Finance 52

Finance SaaS Benchmark Surveys 52

Provide Support

MAY 23, 2017

6 Study-Backed Tips for “Best in Class” Customer Service. 2017 Customer Service Benchmark Report by SuperOffice proves that the things which companies fail to do in order to meet customer expectations for a good customer service remain quite obvious and basic.

Customer Service 69

Customer Service Benchmark Marketing Best practices 69

Altivon

JULY 27, 2020

Idaho Power took top honors in the 16th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems, released July 1, 2020 by IVR Doctors. The post Idaho Power Rated #1 in Energy Industry Benchmark of Contact Center IVR Systems appeared first on Altivon. and Canada.

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

ShepHyken

FEBRUARY 24, 2020

While you may or may not be a retailer, the thinking behind their customer-focused solutions is something everyone should study. WHICH-50) The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study captured and compared the attitudes of 2550 consumers in the US, UK and Australia.

Customer Service 263

Customer Service Benchmark Marketing Customer Experience 263

Customer Experience Matters

JULY 24, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to provide Net Promoter® Score (NPS®) ratings for the companies that they had interacted with during the previous 90 days. We used that data to create an NPS benchmark of 157 companies across 16 industries. NPS benchmark study.

Benchmark 40

Benchmark Transportation Banking Customer Experience 40

Infinity

FEBRUARY 20, 2020

The overall missed calls benchmark for online universities to beat. If you’d like to learn more about a university already tackling these challenges head-on, read our case study with Saint Leo University. It’s not surprise that these months see the best answering rates, as only 1.77% are missed in August.

Benchmark 52

Benchmark Metrics Personalization 52

NICE inContact

JUNE 3, 2020

Has the pandemic permanently changed the way people work? Specifically, are all the employees currently working from home really going back to the office? It's hard to see how. In fact, some employers have already announced permanent changes.

Benchmark 62

Benchmark Contact Center Best practices Call Center 62

ChurnZero

JANUARY 8, 2024

This means many are below the industry benchmark of 0.05% of revenue. Download the full report— 2023 Customer Success Leadership Study —for a more in-depth look at the customer success budgets and benchmarks.

Benchmark 52

Benchmark SaaS Surveys Management 52

ShepHyken

MARCH 2, 2020

CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report. I have added my comment about each article and would like to hear what you think too. Forbes) CX in its current form is broken.

Customer Service 263

Customer Service Benchmark Surveys Customer Experience 263

Genroe

JULY 26, 2022

The post [Case Study] Net Promoter Score®: How Much and How Fast You Can Improve appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe. Real world data from companies that show how much and how quickly they were able to improve their Net Promoter Score.

B2B 52

B2B Feedback Marketing Benchmark 52

Beyond Philosophy

APRIL 6, 2016

The methods used to understand competitors most often involve one or more approaches to benchmarking. Benchmarking goes beyond competitive analysis to interpret how peer organizations do what they do in terms of quality, time, cost and overall customer value dimensions. It is not copying the best.”

Gamification 236

Gamification Benchmark Automotive Wireless 236

AWS Machine Learning

OCTOBER 4, 2022

We start by describing our benchmarking approach and then present throughput vs. latency curves across batch sizes and data type precision. Benchmarking approach. To develop a price-performance study between G5 and G4dn, we need to measure throughput, latency, and cost per million inferences as a function of batch size.

Benchmark 71

Benchmark Engineering Metrics Technology 71

Cyara

NOVEMBER 4, 2022

According to Foundry’s “2021 Digital Business” study, 91% of businesses have adopted, or plan to adopt, a “digital-first” strategy. MuleSoft’s “2022 Connectivity Benchmark Report” found that 72% of customer interactions are now digital. For customer relationships in a growing number of companies, digital is the new normal.

Benchmark 67

Benchmark 67

Lumoa

SEPTEMBER 16, 2022

In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. NPS Benchmarks may show you signs of whether your business is doing well or needs improvement. Focusing on internal benchmarks is where you want to start looking. There are 2 ways in which these benchmarks are shown.

Benchmark 83

Benchmark Telecommunications Feedback Metrics 83

ChurnZero

JANUARY 11, 2024

In other words, we asked more complicated and probing questions in each subsequent year to reveal better benchmarks. The complete 2023 Customer Success Leadership Study (download here) is based on a survey of 1,250 respondents, presented by ChurnZero, ESG , SaaStr , and HubSpot. 2023 customer success budgets Economic context: U.S.

SaaS 52

SaaS Benchmark Surveys Finance 52

Beyond Philosophy

SEPTEMBER 15, 2015

In their 15th annual Net Promoter Benchmark Study, he gave a great presentation of some really interesting stats on NPS. First Direct, a phone and online retail bank in the UK, scored the highest in the UK study, 61 points higher than the HSBC, the bank that owns them. We are a society of people who just want it simple.

Banking 383

Banking Telecommunications Consulting Consulting 383