ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Measure customer success metrics for meaningful insights. Learn more about building customer loyalty in this ebook. You’ll be glad you did!

Benchmark 80

Benchmark Upselling Education Best practices 80

inmoment

JULY 16, 2019

Measuring customer experience (CX) has always been a numbers and metrics game. And while standard CX metrics like Net Promoter Score (NPS®), Customer Satisfaction (CSAT), and Customer Effort Score (CES) provide some insights into customer experience, they don’t tell the whole story. Customers are more than numbers.

Metrics 40

Metrics Customer Experience Feedback Analytics 40

ClientSuccess

JANUARY 25, 2018

This series, now a community for frontline Customer Success Managers (CSMs) , discusses trends, best practices, and advice that can help the frontline. We’re lucky to have this week’s frontline CSM best practice come from Erica Newell – a CSM from the Trenches veteran – of Marketware. Company : Marketware. Key Takeaway.

Best practices 42

Best practices SaaS Coaching Sales 42

ClientSuccess

MAY 17, 2022

Whether you are brand new to the customer success scene or have been a customer success professional for years, one metric of success has been on your radar since day one: Net Promoter Score. Technology – 39. When working with NPS, however, it’s always important to remember that this is just one customer success metric.

Benchmark 52

Benchmark B2B SaaS Metrics 52

Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

JULY 14, 2023

It’s key to understand the complexities of these metrics to know if they are leading to improved satisfaction or if customers are left feeling rushed and problems are left unresolved. Look at schedule adherence and schedule compliance metrics. This is likely the area where you can make the most significant impact.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

inmoment

AUGUST 13, 2020

Technology alone won’t help with demonstrating return on investment. Best practices show that the financial impact of the CX capability is outlined in the onboarding process, tested and controlled along the way, and measured and reported against quarterly. Sub KPIs: What is contributing to our core metric?

Best practices 52

Best practices Education Analytics Metrics 52

ClientSuccess

JUNE 15, 2021

With so much focus on customer success departments, investing in specific technology platforms is a necessity. All customer success metrics in one place: Managing long-term customer relationships cannot be done without data to support key strategic decisions. Customer success teams do much more than just run customer check-in calls.

Upselling 52

Upselling Accountability SaaS Metrics 52

Playvox

MAY 4, 2023

Related eBook: Why Digital Matters: Connecting With Customers Beyond Voice Data, Data, Data I’m in love with my new smartwatch. Digital contact centers leverage analytics just like my beloved watch, though the metrics change. So what, exactly, would it take to meet (or even better exceed ) customer expectations these days?

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

ClientSuccess

JANUARY 23, 2020

In a report dominated by digital and technology-focused roles, it is interesting to see such a relationship-based role represented. In fact, Sales Development Representative, Chief Revenue Officer, and Behavioral Health Technician are the only other non-technology focused roles included in LinkedIn’s report.

Engineering 59

Engineering Best practices Technology Metrics 59

inmoment

DECEMBER 5, 2019

And if real transformation is what you’re after, you’ll need to turn metrics into meaningful and strategic CX actions. Here are six crucial action steps outlined in the eBook that detail how you can own the customer experience transformation. . #1: Technology never stops evolving and as a result, customer feedback takes various shapes.

Feedback 52

Feedback Metrics Coaching Customer Experience 52

Interactions

JUNE 5, 2019

Especially when it comes to implementing technologies that your customers interact with, customer journey mapping is a vital tool to ensure that the right technology is being used in the right way. Read our eBook on Customer Journey Mapping to learn: The two types of Customer Journey Maps and which you should use.

Journey mapping 54

Journey mapping Best practices Customer Experience Customer Care 54

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Question 1.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

ChurnZero

DECEMBER 28, 2018

This post will set you clear on the definitions of each and go into how they are different as well as what are some of their similarities between the two practices. Customer Success Metrics that Matter. Everyone wants to know about which metrics really matter in their industry. ChurnZero Resource.

Best practices 49

Best practices Metrics SaaS Sales 49

NICE inContact

SEPTEMBER 25, 2019

What do companies report after they move their contact center technology to the cloud? We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics. How important is this? But the good news doesn’t stop there.

Cloud contact 54

Cloud contact Contact Center Benchmark Call Center 54

ClientSuccess

JANUARY 23, 2020

In a report dominated by digital and technology-focused roles, it is interesting to see such a relationship-based role represented. In fact, Sales Development Representative, Chief Revenue Officer, and Behavioral Health Technician are the only other non-technology focused roles included in LinkedIn’s report.

Engineering 52

Engineering Best practices Technology Metrics 52

ClientSuccess

JANUARY 23, 2020

In a report dominated by digital and technology-focused roles, it is interesting to see such a relationship-based role represented. In fact, Sales Development Representative, Chief Revenue Officer, and Behavioral Health Technician are the only other non-technology focused roles included in LinkedIn’s report.

Engineering 52

Engineering Best practices Technology Metrics 52

Playvox

OCTOBER 18, 2022

Finding the Right Technology to Support Remote Work in a Contact Center. Remote work is much easier for everyone when you have key technology in place to support daily contact center operations. If an agent’s performance metrics begin to slip, targeted coaching can help get them back on track whether they’re remote or in the office.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

inmoment

DECEMBER 5, 2019

And if real transformation is what you’re after, you’ll need to turn metrics into meaningful and strategic CX actions. Here are six crucial action steps outlined in the eBook that detail how you can own the customer experience transformation. . #1: Technology never stops evolving and as a result, customer feedback takes various shapes.

Feedback 40

Feedback Metrics Coaching Customer Experience 40

ClientSuccess

SEPTEMBER 3, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Guest Feature.

Consulting 52

Consulting Consulting SaaS Best practices 52

ClientSuccess

JULY 31, 2017

The 2017 CODiE award for Best Customer Success Management Solution recognizes ClientSuccess as an innovative platform solution that both the frontline customer success managers (CSMs), managers, and executives use to drive customer success as a culture in their organizations. Ultimate Guide to SaaS Customer Success Metrics.

Management 40

Management SaaS Best practices Metrics 40

SharpenCX

FEBRUARY 18, 2020

Check out this eBook with actionable items you can begin implementing today to grow your call center manager skills. A Passion for Technology. Technology will only continue to change industries and adapt how we operate. In practice, technology can adversely impact performance. Get real about coaching your agents.

Call Center 84

Call Center Coaching Management Contact Center 84

Infinity

MAY 24, 2018

Mindshare worked alongside Mazda to execute a cohesive plan to optimise their localised marketing via digital channels, this included using call tracking technology from Infinity. If you’d like to learn more about ideas for top quality automotive marketing campaigns, download our automotive marketing best practice eBook.

Automotive 56

Automotive Best practices Marketing Metrics 56

ClientSuccess

AUGUST 21, 2019

In order to do this, most SaaS platforms require ongoing updates and new feature releases to both keep up with changing customer needs and ensure the technology is running at maximum capacity. Here are 5 best practices to keep in mind when training customers on new product updates: 1.

SaaS 45

SaaS Best practices Accountability Personalization 45

ClientSuccess

JULY 12, 2017

What Types of SaaS Metrics Do VC Firms Look For? When asked what types of metrics VC firms look for when weighing new business, Stacey mentioned that most firms look for lifts in revenue, recurring revenue, and long-term renewal trends. What Are the Board Metrics for Customer Success? High customer churn.

SaaS 40

SaaS Metrics Benchmark Best practices 40

ClientSuccess

OCTOBER 3, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role?

Best practices 52

Best practices SaaS Metrics Accountability 52

ClientSuccess

OCTOBER 10, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role?

Best practices 40

Best practices SaaS Consulting Consulting 40

inmoment

OCTOBER 17, 2019

Built on a modernized technology stack, these clouds can be used individually or combined to deliver insights from the most critical lines of your business. . Download InMoment’s eBook, “Designing Extraordinary Experiences: Combining the Power of Customer, Employee, and Market Experience Intelligence,” today. 1: Synthesize.

Metrics 40

Metrics Feedback Marketing Analytics 40

ClientSuccess

JULY 5, 2017

In order to make sure your CSMs are prepared, take a look at these common post-sales pitfalls, strategies for success, and best practices at every point of the post-sales customer lifecycle to ensure critical issues don’t slip through the cracks. 5 Pitfalls, Strategies, & Best Practices. Let’s set the stage.

Sales 40

Sales Upselling Best practices SaaS 40

ClientSuccess

OCTOBER 5, 2017

Technology. First, let’s look at technology. Within the last decade, technological advancements have pushed the customer success industry forward by leaps and bounds. Customer success teams can leverage the aforementioned technology advancements to provide the best customer experience, no matter where everyone is located.

SaaS 41

SaaS Best practices Accountability Technology 41

Nicereply

APRIL 30, 2020

This can be a free eBook guide to your services or a discounted entry for your next webinar or just extra credits in their account. Track and analyze customer metrics. Tracking customer metrics not only helps you serve better but can also result in boosting your sales through improved customer experience.

Sales 69

Sales Customer Service Upselling CRM 69

Pointillist

JULY 25, 2018

Customer journey analytics is a new technology and many companies are grappling with the same questions. Success Metrics for the Team. Milestones include when a User starts thinking in terms of journeys, can discover journeys on their own, and is able to report on desired metrics within the customer journey analytics platform.

Analytics 93

Analytics Government APIs Metrics 93

Noble Systems

MARCH 19, 2021

From sales and marketing to customer support to technology resources, SMBs must be nimble and responsive. In the past, the technology required to power small business call center software and hardware was usually expensive and bulky. The strategies that big enterprises use aren’t always the right fit for smaller companies.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

ClientSuccess

AUGUST 30, 2018

As a customer success leader with over 30 years of experience in the technology industry, Carine brought her story of dedication, personalization, and resiliency to the CS100 Summit stage and discussed how an organization-wide culture of customer-focused success is key for innovative companies to thrive in today’s marketplace.

SaaS 40

SaaS Best practices Personalization Metrics 40

JivoChat

JUNE 11, 2023

Optimize the Website Another important step of how to make an online store is optimizing the website according to SEO best practices. Analyze these elements, and implement the best practices on your website. For example, you can have technology partners that will give you directions to optimize the way you use Magento.

B2B 75

B2B Sales Analytics Marketing 75

SmartKarrot

FEBRUARY 12, 2021

The content is a mix of videos, articles, free audio books, ebooks, and podcasts. SaaSMetrics is a blog focuses on operations, metrics, financials, and other SaaS services. It is ranked in the Forbes list of 100 Best Websites. It also helps understand sales, SaaS metrics, and business growth. SaaSMetrics. Chaotic Flow.

SaaS 23

SaaS B2B Metrics Sales 23

ChurnZero

DECEMBER 20, 2019

Being able to have difficult conversations with customers, being able to lead customers proactively, and being able to have metrics-driven conversations is what the new Customer Success Manager (CSM) is expected to achieve. Ryan Lester , Senior Director of Customer Experience Technologies, LogMeIn . Customer Success Resource.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80