article thumbnail

Why SaaS Leaders Should Outsource Their Customer Success Program

BlueOcean

Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively. Work with your outsourcer to build the CSS profile, then trust them to hire the right people. It’s possible.

SaaS 71
article thumbnail

Why SaaS Leaders Should Outsource Their Customer Success Program

BlueOcean

Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively. Work with your outsourcer to build the CSS profile, then trust them to hire the right people. It’s possible.

SaaS 62
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

How can you measure customer satisfaction?

ViiBE Blog

Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Less general than CSAT, Net Promoter Score surveys focus on how likely it is for a customer to become a brand ambassador of a company and promote their products and services, as well as the overall brand later down the line. ViiBE Blog.

article thumbnail

Unlocking success in 2024 with a robust Customer Experience Programme

customer sure

Loyal customers are not only more likely to make repeat purchases, but they are also valuable brand ambassadors who can influence others through positive word-of-mouth, reviews and social media interaction. Positive Brand Image Customer experience and brand image go hand-in-hand. More on feedback in a moment.

article thumbnail

The Strong Link Between Engagement, Retention, and Career Pathing: Examples of Employee Development Plans that Give your Contact Center Agents a Reason to Stay and Work Hard

SharpenCX

They feel a stronger bond to their organization’s mission and purpose, making them more effective brand ambassadors. Either you hit the metrics and drive home important business outcomes or you don’t. You know that many managers and leaders use metrics and KPIs to measure performance in contact centers.

article thumbnail

How to get your Customer Success Tech Stack in Order

CSM Practice

Irrespective of your selection, the technology should help you measure the metrics that matter the most like: Net Retention Rate . Happy customers are the true brand ambassadors for your business. Net retention/gross retention rate is an important metric that you can show as proof. . Customer lifetime value (LTV).

CRM 98
article thumbnail

What is the purpose of customer experience management?

ViiBE Blog

Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. CEM helps organizations with creating and maintaining long-lasting client relationships not just with the company’s products and services, but to the brand as a whole. CEM can sustainably turn your customers into brand ambassadors.