JustCall

MARCH 9, 2023

Whether it’s comparing customer care vs. customer support or customer support vs. customer experience, all these terms are used interchangeably (and wrongly so).

Customer Support 40

Customer Support Customer Service Average Handle Time Metrics 40

delighted

JUNE 29, 2021

We’ll talk about the metrics which can be used to determine a successful/unsuccessful product/market fit a little later on. When measuring product/market fit, you must consider three things: doing the research, understanding the market through metrics, and utilizing Net Promoter Score to evaluate and improve your product.

Marketing 95

Marketing SaaS Metrics Transportation 95

Cisco - Contact Center

AUGUST 3, 2020

This award honors vendors that have embraced technology as a key tool for customer service excellence and distinguish their success as innovators, thought leaders, and market movers in the contact center and customer care industries. It provided all the right metrics to report to the management team.”. Cloud Agility.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

JustCall

NOVEMBER 23, 2022

It is known that call centers have one of the toughest work environments in the service industry, with round-the-clock support, customer satisfaction metrics, and escalation worries. Call center agents and managers have strict work hours, various customer interactions, and high expectations from management. Agent Retention.

Call Center 52

Call Center Management B2C Chatbots 52

CSM Practice

JANUARY 17, 2017

In the technology industry, Customer Success Management is a growing practice, alongside the increase in popularity of SaaS (software-as-a-service) as a software licensing and delivery model. As a result, the traditional customer-vendor relationship, which now mostly applies to on-premise solutions, has changed dramatically.

SaaS 40

SaaS Accountability Metrics Enterprise 40

Totango

NOVEMBER 5, 2021

Do you use Totango for CSM reps only or as a dashboard for everybody in the Sales/CSM and Customer Care team? . MH : There are a lot of data sources, and for us, the value of the Totango platform is the ability to integrate data from a variety of sources in order to see what is going on with the customer and create that 360 view.

Journey mapping 110

Journey mapping Accountability Marketing Metrics 110

Amity

JANUARY 30, 2014

It is abundantly clear that the future is very bright for customer success! As we move into 2014, companies will be more focused than ever on the customer centric organization. Focus on generating a deep understanding of customer’s business drivers #customersuccess [Tweet this!]. Moving Beyond SaaS.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Totango

NOVEMBER 5, 2021

Do you use Totango for CSM reps only or as a dashboard for everybody in the Sales/CSM and Customer Care team? . MH : There are a lot of data sources, and for us, the value of the Totango platform is the ability to integrate data from a variety of sources in order to see what is going on with the customer and create that 360 view.

Journey mapping 84

Journey mapping Accountability Marketing Metrics 84

Totango

NOVEMBER 5, 2021

Do you use Totango for CSM reps only or as a dashboard for everybody in the Sales/CSM and Customer Care team? . MH : There are a lot of data sources, and for us, the value of the Totango platform is the ability to integrate data from a variety of sources in order to see what is going on with the customer and create that 360 view.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

Amity

MARCH 10, 2017

Whether it's as an individual Customer Success Manager, or as a SaaS leader transitioning to a Customer-Centric Organizational model, it goes without saying there's a lot to learn. Perry Monaco , Head of Customer Success at LinkedIn - The Americas. Getting started ban be dreadful.

Engineering 90

Engineering Upselling Metrics Customer centricity 90

JustCall

NOVEMBER 25, 2022

CallMiner is a SaaS-based platform for voice analytics and customer engagement that uses artificial intelligence and machine learning to record, transcribe, and extract insights from 100% of your customer interactions. Contact centers may enhance important business metrics across all client touchpoints by utilizing Observe.AI

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

SmartKarrot

JULY 8, 2020

There is no denying the fact that going digital is the way ahead for SaaS businesses. Digital transformation funnels down to just one thing: excelling in Customer Experience (CX). How does a digital transformation make way for a fab customer experience? It is the fastest way to lose a customer. It protects your data.

Customer Experience 10

Customer Experience SaaS APIs Analytics 10

Amity

FEBRUARY 8, 2017

In an ideal situation, your company will have assigned a customer success manager to each account, but such allocation of resources is usually too expensive to be realistic. This is a common practice, especially at SaaS companies who have thousands of users or have a large customer base with low ARR. Final point.

Surveys 68

Surveys SaaS Accountability Education 68

SmartKarrot

MARCH 30, 2021

For calculating and forecasting the CX ROI, you should make sure that every CX project or a project with a CX element has a metric hypothesis linked with it before you start those factors in experience, operational and financial success. 7 Challenge – Ensuring the Right, Meaningful CX Metrics aligned with Operational and Financial Metrics.

Customer Experience 10

Customer Experience Metrics Multichannel Customer Care 10

SmartKarrot

JUNE 29, 2022

As customers are moving towards self-service solutions and personalization, businesses need to empower their customer service with better tools, services, and processes to ensure customer care is at the top of their priority list. What is Enterprise Customer Experience? Create and Enforce Goals for Your CX Team.

Enterprise 11

Enterprise Customer Experience B2B SaaS 11

CSM Practice

FEBRUARY 8, 2017

In an ideal situation, your company will have assigned a customer success manager to each account, but such allocation of resources is usually too expensive to be realistic. This is a common practice, especially at SaaS companies who have thousands of users or have a large customer base with low ARR. Final point.

Accountability 45

Accountability SaaS Surveys Education 45

CSM Practice

FEBRUARY 8, 2017

In an ideal situation, your company will have assigned a customer success manager to each account, but such allocation of resources is usually too expensive to be realistic. This is a common practice, especially at SaaS companies who have thousands of users or have a large customer base with low ARR. Final point.

Accountability 45

Accountability SaaS Surveys Education 45

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

SmartKarrot

DECEMBER 2, 2020

Sue Duris, Director of Marketing and Customer Experience, M4 Communications. Sue Duris is a digital marketer and customer experience strategist. Over 20 years, she has led the market, products, and CX initiatives in the SaaS niche. Maria Martinez, Executive Vice President, and Chief Customer Experience Officer, Cisco.

Journey mapping 17

Journey mapping SaaS Customer retention Contact Center 17

SmartKarrot

JUNE 11, 2020

And customer care was more about assuaging egos. The way you do business has turned on its head, with subscription-based SaaS models disrupting the pre-existing notions of marketing and client management. Be clear about what you are looking for: Is it classification of customers? Retain customers and grow revenue.

Accountability 10

Accountability Management CRM SaaS 10

SmartKarrot

DECEMBER 18, 2020

The need to become efficient in all the customer service processes are becoming more relevant than ever. Hence, it is must to update yourself with the new customer service trends that are prevalent in the SaaS industry. With so much competition in the marketplace, customer servicing plays a crucial role in customer retention.

Customer Service 10

Customer Service Self service Customer centricity Chatbots 10

SmartKarrot

DECEMBER 18, 2020

The need to become efficient in all the customer service processes are becoming more relevant than ever. Hence, it is must to update yourself with the new customer service trends that are prevalent in the SaaS industry. With so much competition in the marketplace, customer servicing plays a crucial role in customer retention.

Customer Service 10

Customer Service Self service Customer centricity Chatbots 10

SmartKarrot

OCTOBER 6, 2022

The key responsibility of an account manager is to retain customers and work as an intermediary for the organization’s sales team. They are responsible for growing the company’s revenue by empowering its relations with an existing customer. Activities of a SaaS Account Manager. Account planning.

Accountability 10

Accountability Management SaaS CRM 10

SmartKarrot

JANUARY 18, 2022

SaaS (Software as a service) has become a buzzword in recent years. A SaaS company is a service provider that hosts applications and makes them available to customers over the internet. India has seen exponential growth in SaaS investments in the last decade. Zoho is committed to offering outstanding customer service.

SaaS 11

SaaS Finance CRM Analytics 11

ChurnZero

DECEMBER 27, 2022

6/ How to transform Customer Success into a profit center with metrics and forecasting. Learn how to emphasize the financial value of your CS team by choosing the right metrics. 7/ In a downturn, focus on existing customers — not potential ones. 1/ Reimagining customer collaboration with Success Centers.

Benchmark 90

Benchmark Metrics Accountability Enterprise 90

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

Help Scout

JULY 20, 2021

Rather than focusing on the customers and their needs, these companies choose to do what will maximize their bottom line. This could look like a customer success team choosing to focus on churn and expansion metrics rather than product adoption scores and the stories they tell.

Sales 145

Sales Feedback Metrics Surveys 145

SmartKarrot

JUNE 22, 2020

A high converting site (or product) is as essential to a SaaS business as water is to fish. And that is why it’s very important to constantly monitor and optimise your SaaS conversion rate. But what is SaaS conversion…. And SaaS conversion rate. Now, how can SaaS service providers ‘entice’ their customers?

Benchmark 10

Benchmark SaaS Metrics Education 10

SmartKarrot

JUNE 22, 2020

A high converting site (or product) is as essential to a SaaS business as water is to fish. And that is why it’s very important to constantly monitor and optimise your SaaS conversion rate. . But what is SaaS conversion… . And SaaS conversion rate . Now, how can SaaS service providers ‘entice’ their customers?

Benchmark 10

Benchmark SaaS Metrics Education 10

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

NobelBiz

MAY 24, 2022

Choose cloud-based software, available in SaaS mode, over traditional software that must be installed. Telemarketing, lead generation, customer care, after-sales assistance, technical help, or all of the above? Statistics: The statistics function comes in handy for evaluating your metrics.

Call Center 52

Call Center Management virtual call center Interactive Voice Response 52

SmartKarrot

JULY 8, 2020

Personalised and unique product experience has become the SaaS selling point. As this study in the Harvard Business Review showed, subscription customers, if given a fabulous experience, were 74 per cent more likely to renew as against the 43 per cent who didn’t have a good experience. The customer’s gone.

SaaS 10

SaaS Analytics APIs Enterprise 10

AWS Machine Learning

JANUARY 9, 2023

There are five main fitness functions that customers care about when it comes to selecting the right ML inference option for hosting their ML models and applications. As a best practice, review CloudWatch metrics for input requests and resource utilization, and select the appropriate instance type to achieve optimal throughput.

Metrics 73

Metrics Best practices Engineering Management 73