Quiq

JULY 7, 2022

Share This Story Customer churn rate is a scary metric. Repeat customers are important to any business—which is why understanding churn is critical. Before we give you the strategies to improve your churn rate, let’s back up and discuss what it is and why it matters to your business. What is customer churn?

Surveys 75

Surveys Customer retention industry standards Benchmark 75

Education Services Group

APRIL 16, 2021

What we’ve learned is that there is no one “right” way to do Customer Success. What is the ESG Customer Success Maturity Model? This frame of reference helps you see if your CS strategy is ahead of the pack…or if you’re lagging behind. Customer Success is also notoriously difficult to track via hard revenue numbers.

Chief Customer Officer 52

Chief Customer Officer Benchmark Metrics industry standards 52

Lumoa

FEBRUARY 16, 2023

Customer experience templates, customer survey templates, or customer satisfaction survey templates allow you to make informed decisions on improving the customer journey. Without customers, there is no business. That’s why the voice of the customer is an essential part of any successful business strategy.

Feedback 94

Feedback Best practices Analytics Surveys 94

OctopusTech

AUGUST 14, 2023

We believe that you should design it to meet the latest industry standards, organizational goals, and the needs of customers. This way, their trust will increase on your website which will eventually increase your brand authority and value for a long term that will result in an increase in customer retention.

Engineering 62

Engineering Sales Advertising Technology 62

Education Services Group

OCTOBER 15, 2020

Finally, a metric that tackles and mathematically pins down the complexity of actual product usage! Madeline Evans, Digital Customer Success Manager. As someone who tends to disagree with the complete and total dependence of Success organizations on Net Promoter Score (NPS), learning about PES was a breath of fresh air.

Best practices 105

Best practices industry standards Customer centricity Sales 105

Amity

JULY 13, 2016

He writes for entrepreneurs and startups on topics such as viral marketing, SaaS metrics, building a sales and marketing machine, techniques for lowering the cost of customer acquisition, etc. Joel York - Joel is a respected thought leader on SaaS business models and metrics. Subscribe here. Subscribe here. Subscribe here.

SaaS 81

SaaS Best practices industry standards Consulting 81

Amity

JULY 13, 2016

He writes for entrepreneurs and startups on topics such as viral marketing, SaaS metrics, building a sales and marketing machine, techniques for lowering the cost of customer acquisition, etc. Joel York - Joel is a respected thought leader on SaaS business models and metrics. Subscribe here. Subscribe here. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

He writes for entrepreneurs and startups on topics such as viral marketing, SaaS metrics, building a sales and marketing machine, techniques for lowering the cost of customer acquisition, etc. Joel York - Joel is a respected thought leader on SaaS business models and metrics. Subscribe here. Subscribe here. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

He writes for entrepreneurs and startups on topics such as viral marketing, SaaS metrics, building a sales and marketing machine, techniques for lowering the cost of customer acquisition, etc. Joel York - Joel is a respected thought leader on SaaS business models and metrics. Subscribe here. Subscribe here. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

He writes for entrepreneurs and startups on topics such as viral marketing, SaaS metrics, building a sales and marketing machine, techniques for lowering the cost of customer acquisition, etc. Joel York - Joel is a respected thought leader on SaaS business models and metrics. Subscribe here. Subscribe here. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

SmartKarrot

MAY 21, 2021

Director of Customer Success, you will work directly with VP Growth (whose purview includes Sales and Sales Operations) to build a high-functioning revenue organization. Drive strategy to ensure measurable customer success, retention, and expansion across various customer segments.

industry standards 10

industry standards Metrics Upselling Enterprise 10

Lumoa

FEBRUARY 9, 2023

Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Totango

JANUARY 10, 2024

To support this growth and realign the organization, Madhavi explained how Waystar’s leadership team implemented a listen-and-learn approach that included tactically listening to their clients, gathering insights, cross-functionally sharing those insights, and then building a nurture strategy around them.

Sales 94

Sales industry standards Benchmark Healthcare 94

REVE Chat Blog

MARCH 11, 2020

Econsultancy report says, “79% of customers say that they prefer live chat because of the immediacy it provides”. Harvard Business School Report says, on average, live chat increases customer retention rates by 5% and increases profits by 25%-95%. . So having a lead generation strategy is imperative for you and your business.

Chatbots 64

Chatbots Real estate Sales Finance 64

Lumoa

MARCH 20, 2018

Churn Customer churn happens when a customer/subscriber stops doing business with a company. Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Talkdesk

MAY 25, 2016

This typically comes in the form of a survey communicated through some channel to the customer (direct mail, email, phone, etc). This means that there is no industry-standard way to measure CSAT. All in all, there is no standard definition for what a good CSAT score is. On a scale of 1-10, how satisfied are you with ?

Call Center 41

Call Center Surveys industry standards Benchmark 41

TechSee

MAY 1, 2022

Customer satisfaction is a key performance indicator (KPI) that measures how well an organization meets customer expectations by rating the level of satisfaction with services or products. Organizations use customer feedback surveys to improve customer experience (CX) and increase customer loyalty.

Customer Experience 109

Customer Experience Surveys Benchmark Feedback 109

Voiptime

DECEMBER 19, 2022

Customer service quality can be easily measured and tracked with the help of specific contact center metrics that point to problems and imperfections in your customer service strategy and performance. Thus, these metrics can help you to find out where you have to move, what you must change, and what you should implement.

First call resolution 40

First call resolution industry standards Metrics Customer effort 40

Balto

AUGUST 3, 2022

Figure 7: “Drain on Resources” Agreement vs Contact Center Metrics Note: Responses have been converted to a 0-100 scale for comparison. Companies that have personal interactions with a large segment of their customers see a 1-2% increase in total sales due to increases in loyalty. Their average NPS was 80.4 respectively.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

JustCall

AUGUST 23, 2023

But with the modern customers being so discerning, and well-informed, and just a click away from competitors, how can businesses ensure they consistently deliver top-notch service? One effective strategy is by integrating powerful contact center solutions. This ensures you not only meet but consistently exceed customer expectations.

Customer Service 52

Customer Service Average Handle Time Feedback First call resolution 52

Education Services Group

JULY 29, 2020

Implementing Digital Customer Success strategies is a new frontier for many CS organizations. Without automation, scaling Customer Success becomes extremely difficult, if not impossible. This will help ensure they aren’t surprised by any customer questions or comments, and prepare them to discuss the topics of your messages.

Marketing 52

Marketing industry standards Surveys Upselling 52

Lumoa

MARCH 20, 2018

Churn Customer churn happens when a customer/subscriber stops doing business with a company. Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

Lumoa

NOVEMBER 8, 2018

You can easily see that NPS is the most common CX metric: almost two thirds of companies follow it. The churn or retention rate are usually used to understand the connection between the customer experience management and its monetary value. Since 2003, when the metric was first introduced, NPS has been gaining popularity.

Metrics 172

Metrics Customer Experience Benchmark Surveys 172