CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

Beyond Philosophy

DECEMBER 10, 2021

Back when I was working in corporate life, I went to a presentation in London. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. His new metric concept is called Earned Growth Rate.

Airlines 273

Airlines Metrics Accountability SaaS 273

Beyond Philosophy

AUGUST 15, 2019

The Types of Data for Your Metrics. Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Observational data is useful to your Customer Experience Metrics.

Metrics 312

Metrics Finance Surveys Consulting 312

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

Beyond Philosophy

JULY 31, 2017

Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. As a customer experience consultant, I think this is good. I tell them in blogs, in the books I write, and in the webinars we offer. Stories help people connect a concept to a real-life experience.

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Entertainment Coaching Consulting Consulting 313

Beyond Philosophy

JANUARY 27, 2016

More often these days we get calls at our headquarters with Customer Experience champions wondering what happened to the huge gains in their Customer Experience metrics they used to get. Because of the fact we improved Customer Experience, our Customer Experience metrics have now levelled off. See the difference there?

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Metrics Consulting Consulting Customer Experience 236

Beyond Philosophy

JANUARY 23, 2020

presenting it in terms that show what’s in it for them) and soft-skills training for the team. . You must focus on how your programs are affecting critical metrics in the organization. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Consulting Consulting Customer Experience Metrics 444

Beyond Philosophy

FEBRUARY 6, 2019

There is a lack of focus on presenting the business case for your program. However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. Her mission is: To Create Fewer Ruined Days for Customers.

Metrics 109

Metrics Journey mapping Surveys Feedback 109

Beyond Philosophy

SEPTEMBER 15, 2015

It has become a standard metric used to determine if your Customer Service and Experience improvements are effective. In their 15th annual Net Promoter Benchmark Study, he gave a great presentation of some really interesting stats on NPS. the higher the score, the greater the likelihood they will recommend). Quite a lot, it turns out.

Banking 383

Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

NOVEMBER 9, 2016

This fact is plain when you propose changing the goals of your company to report to a metric based on this fact. Customer Mirrors , where you walk your experience as if you were a customer, and the Emotional Signature Research, which discovers what emotions your present experience evokes, are examples on how to establish this baseline.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

AWS Machine Learning

MAY 13, 2024

In part 1 of this blog series, we discussed how a large language model (LLM) available on Amazon SageMaker JumpStart can be fine-tuned for the task of radiology report impression generation. These metrics will assess how well a machine-generated summary compares to one or more reference summaries. 387 and dev2=.43). 5708 and dev2=.4525)

Healthcare 100

Healthcare Engineering APIs Benchmark 100

AWS Machine Learning

MAY 29, 2024

In this blog post, we demonstrate how to fine-tune and deploy the LLaVA model on Amazon SageMaker. Subsequently, we used Python to generate different types of visual presentation such as pie charts and funnel charts based on the text descriptions. The source code is available in this GitHub repository.

Scripts 92

Scripts Healthcare Metrics Finance 92

Beyond Philosophy

NOVEMBER 25, 2021

Now, many of the “other” stats were probably pretty important, but this was one that I could understand, so it was my metric for comparison. For example, in my global Customer Experience consultancy, we did some work with a health care equipment supplier. How Do You Present Your Choices? We set up a decision matrix.

CRM 195

CRM Consulting Consulting Metrics 195

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

ClientSuccess

FEBRUARY 14, 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. From : Gregg Frohman , Director of Consulting. What are one to three books, blogs, or thought leaders that have greatly influenced your career, and why?

Consulting 50

Consulting Consulting Best practices SaaS 50

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. So, in other words, when your customers feel these, you can get blips of improvement in your “value” metrics. It was a tough audience. It was not an unfair question, but it was one for which I had no answer.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

MAY 5, 2022

I have presented to organizations that if they make my suggested changes to their experiences, it will bring in $X revenue. Define your metrics and what you’re going to measure. Rule #1: Define your metrics and what you’re going to measure. Once you abstract the experiment, it reduces the general findings.

Metrics 195

Metrics Consulting Consulting Surveys 195

Beyond Philosophy

AUGUST 31, 2016

This fact is plain when you propose changing the goals of your company to report to a metric based on this fact. Customer Mirrors , where you walk your experience as if you were a customer, and the Emotional Signature Research, which discovers what emotions your present experience evokes, are examples on how to establish this baseline.

Customer emotions 279

Customer emotions Education Consulting Consulting 279

Beyond Philosophy

AUGUST 25, 2022

Change is something most people avoid because of the challenges it presents. Companies that are most successful in this area, Triant says, are the ones that implement the technology to track these metrics from the get-go. appeared first on CX Consulting. Eventually, the idea ends up being a great idea stuck on the back burner.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

Fonolo

JANUARY 31, 2018

We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. We’re delighted that so many of you subscribe to this blog or visit us every week. With so much content out there, it’s an honor that you make time for the Fonolo blog.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Proactive or Reactive CX? Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Customer Journey Management and Lifecycle Strategic Consultation. They are; Customer Experience and Value Optimization.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

Beyond Philosophy

MARCH 15, 2017

In my latest book with co-author Professor Ryan Hamilton, we present seven imperatives to take one’s Customer Experience to the next level. Most importantly, these companies empowered the front-line teams to succeed in their jobs as well by removing metrics for job performance based on “average handling time.”

Average Handle Time 303

Average Handle Time Self service Consulting Consulting 303

Beyond Philosophy

NOVEMBER 10, 2014

At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. So, the debate continues. Your existing customers are far easier to upsell. www.mckinsey.com. February 2006.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

NOVEMBER 28, 2017

Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. 10 Tips to Crush Your Next CX Presentation Like a Rock Star. Michael Lowenstein, Ph.D., and Metro Bank in the U.K.

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B2C Banking B2B Customer advocacy 207

Beyond Philosophy

JUNE 11, 2021

In my global Customer Experience consultancy, I have refused to work with some organizations. I skipped their project because I didn’t feel like they were serious, and, in my experience, if an organization isn’t serious about their Customer Experience program, then it won’t be successful. However, the driver also reviews the customer.

Airlines 248

Airlines Accountability Banking Telecommunications 248

AWS Machine Learning

NOVEMBER 3, 2023

This new metric aims to shed light on the velocity behind these incredible goals, enhancing our understanding and appreciation of the game even further. The shot speed metrics are transmitted back to DataHub, where they are made available to various consumers of Bundesliga Match Facts.

Metrics 85

Metrics Telecommunications Consulting Consulting 85

ChurnZero

JANUARY 25, 2024

KPIs now include not just customer satisfaction scores but also revenue-related metrics like renewal rates, upsell and cross sell targets, and customer lifetime value. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

Education 52

Education Upselling Consulting Consulting 52

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. Ambassadors are recognized with a badge and custom profile picture.

SaaS 98

SaaS Best practices Gamification Feedback 98

TeleDirect

JUNE 2, 2021

Try an outsourced call center with proven metrics for success. For more info on improving the customer experience, check out our blog on customer journey mapping – it has many parallels with the ideas presented here. Reach out and connect with our call center and customer experience consultants today.

Customer Experience 59

Customer Experience Journey mapping Business Process Outsourcing outsourcing 59

aircall

NOVEMBER 22, 2022

For ops professionals, the phone system on which the business operates presents an opportunity to enhance productivity both inside and outside of the ops team while also supporting the development of more sustainable business planning. In addition to the $31.7K Plan for the future. Aircall is a key part of that.”—

Consulting 62

Consulting Consulting Management Metrics 62

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Amanda is a highly experienced customer experience consultant, adviser, and writer. Do follow these experts to learn from the best in business!

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Customer Experience Chief Customer Officer Consulting Consulting 130