CSM Practice

FEBRUARY 24, 2020

These deep-rooted first impressions are crucial to the customer journey. At the end of the onboarding process , you can conduct a quick survey about the customer’s experience with their particular customer success manager involved during the onboarding process. 3. Customer Effort Score (CES).

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

GetFeedback

JULY 19, 2019

It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Customer Effort Score (CES) .

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

Russel Lolacher

JANUARY 12, 2021

Reading through speaker and customer experience consultant Annette Franz’s book Customer Understanding , she introduced me to the concept of the “outside-in” vs “inside-out” approach. Create a knowledge library and/or tools to educate the organization on what everyone does.

Employee engagement 59

Employee engagement Education Consulting Consulting 59

CSM Practice

FEBRUARY 24, 2020

These deep-rooted first impressions are crucial to the customer journey. At the end of the onboarding process , you can conduct a quick survey about the customer’s experience with their particular customer success manager involved during the onboarding process. 3. Customer Effort Score (CES).

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

These deep-rooted first impressions are crucial to the customer journey. At the end of the onboarding process , you can conduct a quick survey about the customer’s experience with their particular customer success manager involved during the onboarding process. 3. Customer Effort Score (CES).

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

aircall

JANUARY 30, 2017

If 1,000 customers go from paying you 10€ a month to 12€ a month, that’s an extra 24k (or a 16.7% But it gets better: repeat customers tend to spend 60% more per transaction, and do so 90% more often than first-timers, according to a study by Rosetta Consulting. Customer retention and churn. Save your customers time.

Customer retention 76

Customer retention Education Self service Feedback 76

Pointillist

JUNE 6, 2018

Most of my clients employ well-known metrics such as NPS, Customer Satisfaction (CSAT), , First Call Resolution (FCR), and Customer Effort Score (CES). They also use customer lifetime value(CLV), share of wallet, and retention. Right now, it’s mostly about getting feedback from customers in the form of survey data.

Journey mapping 40

Journey mapping Customer Experience Chief Customer Officer Metrics 40

Pointillist

JULY 25, 2018

Project Deployment Time – An important success metric is whether the customer journey analytics project, as defined, is completed on time. Estimate project duration by speaking with the vendors you have shortlisted and any industry consultants/analysts who may be advising you. Pick a mix of financial, customer and operational metrics.

Analytics 93

Analytics Government APIs Metrics 93

SmartKarrot

MAY 28, 2021

Contact the customer via phone and have an understanding of the problems they are trying to solve. Take for example: You own a digital marketing consultancy. Send educational content across to help them get the most from the software. You can make it easier, cost effective, and improve customer experience.

SaaS 10

SaaS Education Customer retention Upselling 10

Customer Guru

MARCH 7, 2018

So, I joined a call center – a technical voice based one – and my profile was that of a technical consultant to customers outside India. But in a call center, you don’t talk to a customer face to face; you do it over a phone. Customers found that the way we follow up with them is immensely valuable.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Pointillist

JULY 25, 2018

Success Metrics for the Project Project Deployment Time – An important success metric is whether the customer journey analytics project, as defined, is completed on time. Estimate project duration by speaking with the vendors you have shortlisted and any industry consultants/analysts who may be advising you.

Analytics 43

Analytics Metrics Government Journey mapping 43

Comm100

FEBRUARY 16, 2018

Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory. That is why reducing customer effort was voted the number one priority for contact centers in 2018. A Friction-less Experience Will Be Mandatory. And that has held true over the years.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40

ChurnZero

JUNE 17, 2022

She also oversees onboarding and new hire training as well as ongoing education for the ChurnZero CS team. An onboarding can look successful on paper, but if the customer doesn’t feel it was successful, then none of that matters. Use post-onboarding surveys (NPS, CES, CSAT) to confirm. I would almost recommend three surveys.

Metrics 98

Metrics SaaS Surveys Self service 98

ChurnZero

JUNE 17, 2022

She also oversees onboarding and new hire training as well as ongoing education for the ChurnZero CS team. An onboarding can look successful on paper, but if the customer doesn’t feel it was successful, then none of that matters. Use post-onboarding surveys (NPS, CES, CSAT) to confirm. I would almost recommend three surveys.

Metrics 52

Metrics SaaS Surveys Self service 52