CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

ChurnZero

DECEMBER 21, 2022

We’re only human and dealing with a torrent of media, distractions, deadlines, personal issues, and everything in between. 1/ Crash course in Customer Success and SaaS metrics. Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. Many people think of SaaS and CS metrics as black and white.

SaaS 98

SaaS Benchmark Metrics Consulting 98

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. So, in other words, when your customers feel these, you can get blips of improvement in your “value” metrics. It was a tough audience. It was not an unfair question, but it was one for which I had no answer.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

OCTOBER 29, 2020

If you always do customer metrics last, it sends a subtle message to everyone in attendance that it is not that essential to the organization or not as critical as all the other items on the list. In other words, you might have to fire someone who isn’t on board, particularly if that person is a high-profile, senior person.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Beyond Philosophy

FEBRUARY 6, 2019

There is a lack of focus on presenting the business case for your program. However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

SEPTEMBER 15, 2015

It has become a standard metric used to determine if your Customer Service and Experience improvements are effective. In their 15th annual Net Promoter Benchmark Study, he gave a great presentation of some really interesting stats on NPS. the higher the score, the greater the likelihood they will recommend). Quite a lot, it turns out.

Banking 383

Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

JULY 31, 2017

Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. As a customer experience consultant, I think this is good. PowerPoint is a great tool, but its downside is that it encourages business people to develop presentations based bullet points connected to data.

Entertainment 313

Entertainment Coaching Consulting Consulting 313

Steve DiGioia

DECEMBER 5, 2016

Metrics are designed to focus on what the organization wants to achieve. I also think that companies should require leaders to spend time answering calls and dealing personally with customer issues. Metrics that focus on customer satisfaction/loyalty, and have a real impact on compensation or advancement, are also essential.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

ClientSuccess

FEBRUARY 14, 2019

From : Gregg Frohman , Director of Consulting. The personality test that comes with this book is the most insightful personality test I’ve ever taken. A CSM has to have a broad range of skills — product expertise, industry knowledge, sales acumen, training delivery, executive-level presentation skills, etc.,

Consulting 50

Consulting Consulting Best practices SaaS 50

Beyond Philosophy

MARCH 15, 2017

In my latest book with co-author Professor Ryan Hamilton, we present seven imperatives to take one’s Customer Experience to the next level. Most importantly, these companies empowered the front-line teams to succeed in their jobs as well by removing metrics for job performance based on “average handling time.”

Average Handle Time 303

Average Handle Time Self service Consulting Consulting 303

Outsource Consultants

JANUARY 3, 2024

At Outsource Consultants, we’re committed to providing informed insights, leveraging our experience with over 500 global BPO partners across various industries. Both our client and BPO success teams focused consultations on how to improve work environments for agents, and, ultimately, the customers they served.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Outsource Consultants

MAY 4, 2022

As a celebration for May the 4th , a punny day celebrating everything Star Wars, Outsource Consultants has broken down how each of these four famous movie quotes relates to the BPO industry. Spoken by the wise teacher, Yoda, to a frustrated Luke Skywalker, these words speak to how a person can lack a commitment to a goal.

outsourcing 128

outsourcing Call Center Consulting Consulting 128

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. Ambassadors are recognized with a badge and custom profile picture.

SaaS 98

SaaS Best practices Gamification Feedback 98

ChurnZero

JANUARY 25, 2024

KPIs now include not just customer satisfaction scores but also revenue-related metrics like renewal rates, upsell and cross sell targets, and customer lifetime value. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

Education 52

Education Upselling Consulting Consulting 52

TeleDirect

JUNE 2, 2021

As you might expect, internal improvements eventually lead to refined, personalized client experiences. Try an outsourced call center with proven metrics for success. For more info on improving the customer experience, check out our blog on customer journey mapping – it has many parallels with the ideas presented here.

Customer Experience 59

Customer Experience Journey mapping Business Process Outsourcing outsourcing 59

Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 97

Upselling Metrics SaaS Sales 97

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Customer service is about finding a balance between efficiency and personalization…”.

Call Center 182

Call Center Management Scripts Coaching 182

NobelBiz

JUNE 5, 2023

Delivering Personalized Experiences in call centers In an era where personalization is key to customer engagement, call centers face the challenge of tailoring their communication to meet individual customer preferences and needs. Personalization is the key to unlocking successful lead generation.

Call Center 52

Call Center Scripts CRM Contact Center 52

ClearAction

SEPTEMBER 29, 2016

ClearAction is a customer experience management consultancy specializing in company-wide collaboration to resolve and prevent the thorniest drags on customer experience excellence and ROI. For marketing teams, Marketing Future Forum is collaborative platform with a suite of tools and services that help drive velocity and opportunity metrics.

Customer Experience 66

Customer Experience Coaching B2C Consulting 66

CX Global Media

JULY 12, 2019

I see a company’s associates as their customers, and have a proven record of creating and motivating high performing teams to exceed both personal and organizational objectives. In this session, I’ll talk through the journey my team took to reinvent this stalwart metric. EXPERT SESSION – Agent Retention is Not An Accident.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

JustCall

AUGUST 7, 2023

Personalization Limited personalization based on voice input Personalization based on user history Extensive personalization capabilities 8. The tool can also fetch and present information from various systems to keep customers informed about their purchases.

Sales 52

Sales Chatbots Self service Accountability 52

360Connext

APRIL 28, 2017

Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. In a compelling and revealing presentation, Graham Tutton , Vice President, Customer Insights, shared how now they measure metrics that matter to both the brand and the customer.

Airlines 77

Airlines Wait times Metrics Morale 77

Quality Contact Solutions

SEPTEMBER 14, 2022

This person or team will be able to look at the program with a fresh set of eyes and be objective in the evaluation of the telemarketing program. With this approach, different ideas come up during the interview since the person is coming from the outside and the new perspective sparks new ideas.

Telemarketing 98

Telemarketing Wireless Morale Scripts 98

ClearAction

FEBRUARY 27, 2017

Instead, focus on action plan progress metrics. Instead, present sentiment in terms of customer lifetime value, or at least as a percentage of current revenue or profit. 14% are VoC Collectors — just getting started in selecting listening posts, questions to ask and metrics to use. You get what you ask for. Do this first.

Metrics 71

Metrics Accountability Surveys Feedback 71

OctopusTech

DECEMBER 23, 2022

But you must be stuck here on one question i.e. how to find a good SEO consultant? This can be done by looking at their reviews and testimonials, social media accounts, portfolios, and case studies present on their site. These metrics will effectively help you to measure the success of their efforts.

Engineering 118

Engineering Analytics Sales Consulting 118

Real Blue Sky

NOVEMBER 21, 2023

Personalized interactions that make customers feel valued can transform a one-time buyer into a lifelong patron. Independent consultants bring fresh eyes and specialized expertise to identify inefficiencies and areas for improvement that internal teams might overlook.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Callminer

AUGUST 6, 2019

Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns. Customers are also taking help from the agents to reach their final decision, and because of that more customers are speaking with the agents for consultation. Speech/text analytics.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

ClearAction

FEBRUARY 27, 2017

Instead, focus on action plan progress metrics. Instead, present sentiment in terms of customer lifetime value, or at least as a percentage of current revenue or profit. 14% are VoC Collectors — just getting started in selecting listening posts, questions to ask and metrics to use. You get what you ask for. Do this first.

Metrics 54

Metrics Consulting Consulting Accountability 54

CX Global Media

APRIL 10, 2017

A collaboration between the finest sales consultants, creative thinkers and digital engineers, with experience in sales psychology, buyer behavior, digital technology and media production. Grypp will change the way you present your products, services and ideas forever. Source: [link]. Building Emotional Connections.

Sales 120

Sales Contact Center Customer effort Call Center 120

Help Scout

JUNE 3, 2021

For example, sales may use the shared inbox or chat features to interact with potential leads, or product and marketing might use metric insights to better understand customers’ wants and needs. Then each can present to the group and you can make a decision on how to move forward. Do a secondary sales call for any deeper information.

Sales 104

Sales Feedback Accountability CRM 104

ChurnZero

NOVEMBER 4, 2022

You’re not going to say that person’s fantastic because they do good work, they put in long hours, and there’s a lot of face time,” says You Mon. If your CFO denies your budget requests, be ready to present them with a tradeoff. “If Is professional services offering trustworthy consulting services?

SaaS 98

SaaS Customer centricity Finance Best practices 98

Taylor Reach Group

MARCH 27, 2018

Financial Institution Appoints Contact Center Consultancy. Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training Program . Quality Assurance (QA) is a metric with nearly as many variations as there are companies in the world. Financial Institution Appoints Contact Center Consultancy.

Schedule adherence 48

Schedule adherence Average Handle Time Consulting Consulting 48

Interactions

SEPTEMBER 24, 2020

While the sixties to the eighties saw some of the foundational work in computational frameworks in artificial intelligence such as formal frameworks of language analysis, knowledge representation languages, frameworks for formal reasoning, the diversity of ideas also presented a significant challenge to the field.

Metrics 71

Metrics Engineering Enterprise Technology 71

TeleDirect

OCTOBER 29, 2019

Here are a few recommended actions from our BPO call center consultants: Document everything – especially mistakes. Timely data, analytics, convenient dashboard info and other metrics allow your entire customer support team to handle present challenges, simply because they’ve already anticipated those ultra-busy activity periods.

Customer Service 63

Customer Service Business Process Outsourcing Call Center outsourcing 63