ChurnZero

MARCH 28, 2023

How to measure customer engagement A straightforward way to gain insight and measure customer engagement is to simply ask customers for feedback. There are three standardized survey methodologies for this purpose: Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

ChurnZero

JUNE 17, 2022

Onboarding sets the tone for a customer’s entire lifecycle. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. Episode highlights.

Metrics 98

Metrics SaaS Surveys Self service 98

Mindtouch

AUGUST 21, 2019

Though widely used, the traditional knowledge base can present certain limitations in terms of functionality and scale which fail to meet the complex needs of larger organizations (and modern customer self-service). Agent adoption metrics. Others require third-party tools. Ticket deflection.

Management 88

Management Self service Chief Customer Officer Chatbots 88

ChurnZero

JUNE 17, 2022

Onboarding sets the tone for a customer’s entire lifecycle. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. Episode highlights.

Metrics 52

Metrics SaaS Surveys Self service 52

SmartKarrot

APRIL 21, 2022

Here are the key roles that need to make a company truly customer-centric and meet challenges. Key C-Suite roles required to make a customer-centric executive team. The customer is not a single CS professional’s responsibility. The entire C-suite is responsible for the customer. Like what you are reading?

Customer centricity 10

Customer centricity Chief Customer Officer SaaS B2B 10

SmartKarrot

APRIL 21, 2022

Here are the key roles that need to make a company truly customer-centric and meet challenges. Key C-Suite roles required to make a customer-centric executive team. The customer is not a single CS professional’s responsibility. The entire C-suite is responsible for the customer. Like what you are reading?

Customer centricity 10

Customer centricity Chief Customer Officer SaaS B2B 10