ChurnZero

FEBRUARY 23, 2023

Some customer loyalty metrics worth considering are: Net revenue retention (NRR); Health scores ; Engagement rates; Referrals and or references; and Net Promoter Scores (NPS). Examine the causes of your customer churn Another key step is to answer this question: What is driving customer churn today?

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

JANUARY 4, 2019

Enables Customer Success teams to become more knowledgeable about which of their success factors and interventions create the most adoption/usage/value for customers (meaning teams can adjust resources for maximal impact). Increases self-service for customers across all segments. Such days are waning.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ChurnZero

JANUARY 4, 2019

Enables Customer Success teams to become more knowledgeable about which of their success factors and interventions create the most adoption/usage/value for customers (meaning teams can adjust resources for maximal impact). Increases self-service for customers across all segments. Such days are waning.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

Kayako

DECEMBER 3, 2015

Customer service is a cost-center, it doesn’t impact earnings, and investing money into it is like pouring money down the drain… isn’t it? You know that exceptional customer service has more impact on the rest of the business than your colleagues realize. You know that customer feedback helps build a better product.

Customer Service 50

Customer Service Chief Customer Officer Transportation Feedback 50

Vistio

MAY 28, 2022

And to me, that is really all about helping customers resolve their issues quickly and easily. In a lot of our organizations, that really means self-service or empowering our customers to accomplish tasks in the technology on their own so that they don’t even have to contact us. That’s another really good one.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

Eptica

NOVEMBER 8, 2017

To achieve this put in place a single, centralized, comprehensive knowledge base that underpins self-service, chatbots and your agents. And make it easy to use, easy to update and self-learning so it automatically delivers the most relevant answers to customer queries. And no one has the power to execute change.

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

ChurnZero

JUNE 17, 2022

It’s something like customer commitment to your solution, so things like spending time in your application, exploring the full capabilities. It’s customer engagement with your team. Then also, the most important one is the impact your solution has on the customer’s business outcomes. Bree: This is a holistic view.

Metrics 98

Metrics SaaS Surveys Self service 98

Comm100

APRIL 26, 2020

You mention that a lot of data that comes into organizations on a daily basis gets disregarded because it comes into the company in the form of unstructured organic feedback. Can you begin by telling us a little bit more about what unstructured feedback is and why companies have a hard time dealing with this type of data?

Customer centricity 52

Customer centricity Real estate Feedback Chief Customer Officer 52

ChurnZero

JUNE 17, 2022

It’s something like customer commitment to your solution, so things like spending time in your application, exploring the full capabilities. It’s customer engagement with your team. Then also, the most important one is the impact your solution has on the customer’s business outcomes. Bree: This is a holistic view.

Metrics 52

Metrics SaaS Surveys Self service 52

ClearAction

JANUARY 14, 2015

One in four B2B firms has established processes for connecting data across customers' end-to-end experience with the company; 25% more are just starting this. One in four B2B firms integrates customer feedback sources; 29% more are just starting this. Adobe: Customer Experience Undercover Boss.

Customer Experience 97

Customer Experience B2B Management B2C 97

Comm100

FEBRUARY 20, 2018

Chatbots are like evolved self-service portals or advanced knowledge bases. They help customers quickly and easily find the answers to simple queries. Customer and company channel preferences don’t often align – however, AI makes that possible. And customers appreciate the self-service nature of Chatbots.

Chatbots 53

Chatbots Contact Center Benchmark Chief Customer Officer 53

ChurnZero

JANUARY 13, 2023

Customer sentiment, intention, and level of trust can be surfaced and incorporated into more predictive customer health scores while providing valuable insights and feedback to CSMs and account managers. 2022 has been an interesting year for Customer Success and 2023 is set to be just as exciting!

Chief Customer Officer 98

Chief Customer Officer Sales Customer centricity SaaS 98