Influitive

JUNE 14, 2016

What sets this new era in marketing apart from the “modern” is an earth-rumbling shift away from mass-reach metrics and click-this-to-do/get-that strategies. I was first introduced to the concept of the Servant Leader by community engagement maven Phoebe Venkat during a talk she did at a conference in 2015. At their service.

Marketing 60

Marketing SaaS Consulting Consulting 60

ClientSuccess

NOVEMBER 26, 2018

If your team is heading to a conference or tradeshow, invite your customers personally to accompany your team and share their story, either at a booth or in a session, to really help share their success with others. eBooks: Ultimate Guide to SaaS Customer Success Metrics. How is your team currently handling customer success?

Marketing 56

Marketing Upselling SaaS Customer retention 56

Fonolo

SEPTEMBER 26, 2017

Spikey” traffic degrades the customer experience and drags down key performance metrics. If you want a quantitative example of this, download our free eBook The ROI of Call-Backs for Your Call Center. National CU Call Center Conference. When agents can’t keep up with calls, the Average Speed to Answer (ASA) grows.

Call Center 64

Call Center Abandon rate Abandon Call Morale 64

ClientSuccess

SEPTEMBER 5, 2018

Recently had the opportunity during our user conference week to set up an offsite team building event with one of our strategic clients. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics.

Best practices 40

Best practices SaaS Accountability Metrics 40

ClientSuccess

AUGUST 30, 2018

While Carine won’t be speaking at this year’s conference, you can expect to be inspired by an equally incredible lineup of speakers and thought leaders. Ultimate Guide to SaaS Customer Success Metrics. In the meantime, get inspired by what Carine had to share with CS100 attendees.

SaaS 40

SaaS Best practices Personalization Metrics 40

Kayako

OCTOBER 29, 2015

The tools and metrics aren’t aligned. Metrics allow you to align the success of the outsourced team with your business. For instance, if their only metric is service level agreements, the quality won’t be in line with an inhouse team. We’ve got some great free resources to help you do this: The Rock Your Support ebook.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

SharpenCX

FEBRUARY 18, 2020

Check out this eBook with actionable items you can begin implementing today to grow your call center manager skills. And best practices and metrics may just go out the window. Go to industry conferences and learn from other managers about what they do to achieve success in their call centers. Get real about coaching your agents.

Call Center 84

Call Center Coaching Management Contact Center 84

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. Advice from Customer Success Experts: Best Practices for Year-End Planning eBook. Customer Success Resource.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. And an executive may be out of tune of the daily operations of the product, but may have had a positive experience at C-level conference hosted by your company.

Surveys 40

Surveys Best practices Feedback Accountability 40

Infinity

JUNE 24, 2019

If those are the only metrics you’re paying attention to, and you seek them by any means, this might the audience you end up reaching. A packed theatre learned how doggedly remaining true to their brand on social has helped House of Coco thrive without chasing vanity metrics. “ So what should you be looking to do?

Marketing 40

Marketing Advertising Engineering Analytics 40

ClientSuccess

MAY 31, 2018

A couple years ago, I planned speaking engagements at a conference that our client hosted each year and attended the event with my mentor. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics.

Best practices 40

Best practices SaaS Engineering Enterprise 40

ClientSuccess

JANUARY 4, 2019

The difficulty is that customer health metrics can be spread out across multiple customer systems (ie. You will hear it at customer success conferences, meetups, networking events, and peer mentoring sessions. In this post, we will cover six customer success health scoring metrics that will help you get started. Product Usage.

Metrics 53

Metrics SaaS Accountability Customer advocacy 53

Mindtouch

MAY 24, 2019

This post is based on my presentation at STC Summit 2019 , the annual conference of the Society for Technical Communication (STC), and incorporates takeaways from Alan Porter and John Bowie. Content measures to be wary of: Vanity Metrics – easy-to-measure (and manipulate) data that doesn’t necessarily correlate to anything meaningful.

Self service 84

Self service Chatbots Metrics Feedback 84

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. If you find any prominent influencers missing, kindly nominate them in the comments below. Kristen Hayer.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

ClientSuccess

MAY 7, 2019

It’s speakers present techniques, strategies, models, metrics, and real-world applications around customer success. The CS100 Summit is the premier customer success conference that brings together top executives, leaders, and innovators in customer success. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Metrics 45

Metrics SaaS Best practices Customer Experience 45

Fonolo

MAY 17, 2018

Second, “Pulse” provides bots that monitor critical call center metrics in real time and provide alerts to stakeholders via Glip. When we last discussed Twilio’s earnings, the big question was whether they would announce their own cloud platform at the upcoming Enterprise Connect conference. Transcript is here.) See our coverage here.

Call Center 52

Call Center Abandon rate APIs Contact Center 52

TeamSupport

APRIL 19, 2019

Click here to download our eBook on reporting and metrics to learn how technology and data can increase agent productivity! Companies should embrace this thirst for learning and knowledge by sending these agents to relevant training and conferences. 9) Adaptability – An agent that is both tech-savvy and adaptable is awesome.

Customer Service 80

Customer Service Personalization Metrics Customer Support 80

aircall

NOVEMBER 21, 2022

We can have a caller that needs to be transferred to a different team or we might need to initiate a conference call while they’re on the line. For more information consult our new eBook “The Proven Business Impact of Switching to Aircall” here. “We The transfer function is slick and keeps things moving. All with one click.

CRM 62

CRM Wait times Consulting Consulting 62

CrazyCall

APRIL 9, 2019

Alice has authored the ebook Connecting Your Way to New Business, and created The BizTalk Blender®, a unique and innovative networking event designed to build professional relationships and engage business people in conversations that result in sales. Elinor Stutz a sales guru and inspirational speaker at conferences.

Sales 133

Sales Consulting Consulting Coaching 133