Playvox

APRIL 21, 2023

Capacity planning, forecasting, and scheduling were all based on averages and educated guesses. KPIs for voice and digital are very different, so it’s important to make sure you’re using metrics that map to the right channels and objectives. You’ll build solid customer relationships and protect your bottom line at the same time.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Fonolo

MAY 22, 2018

The answer, “To improve call center metrics” scored fairly low (only 35%). That tells me more education is needed in the market because call-backs certainly improve metrics like abandon rate, as shown by the case studies below. eBook: The ROI of Call-Backs for Your Call Center. What’s Inside: Lower Abandon Rate.

Surveys 59

Surveys Abandon rate Call Center Contact Center 59

ChurnZero

JANUARY 15, 2021

A growing reliance on Customer Success metrics. I predict 2021 will be the year businesses rely on interdepartmental Customer Success metrics more than ever. I predict that metrics and practices of the Customer Success professional will be applied more broadly in the coming year. Adam Binder , Founder, Creative Click Media.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

JustCall

APRIL 4, 2023

You can create a rich repository of blog posts, ebooks, webinars, and other forms of educational material. So, make sure to: Track website traffic Analyze customer behavior Monitor sales metrics By using data to inform your sales strategy, you can improve your performance and make data-driven decisions.

Call Center 52

Call Center Sales Inbound sales Upselling 52

inmoment

AUGUST 13, 2020

Take time upfront to educate teammates on the importance of customer experience and ask for volunteers to champion such initiatives across various departments. Sub KPIs: What is contributing to our core metric? Create CX Champions. We recommend you follow this design structure where possible: Main KPI: Where are we?

Best practices 52

Best practices Education Analytics Metrics 52

Nicereply

AUGUST 3, 2021

An outsourcer should be tracking metrics such as first reply time, full resolution time, customer satisfaction, customer satisfaction, and average wait time. For more on QA, including example rubrics, check out our ebook on Quality Assurance for customer service. What kind of KPI reporting will you provide?

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

Clarabridge

AUGUST 26, 2015

Now, with Clarabridge, her team can back up their insights with hard numbers, statistics, and quantifiable metrics. Consequently, the engineers and product managers are much more engaged in the conversation—when she starts talking about data-backed metrics, they understand the value and impact of customer feedback.

Education 70

Education Healthcare Engineering Best practices 70

ClientSuccess

SEPTEMBER 26, 2019

A Marketing Metrics study found that if a customer has made at least one purchase in the past, they’re 60% more likely to purchase from you again in the future. Closely monitor customer health metrics on a regular basis. . Tip: Be sure to check out our Ultimate Guide to SaaS Customer Success Metrics !) .

Customer retention 49

Customer retention Metrics SaaS Upselling 49

Comm100

JUNE 13, 2018

Metrics and Measures. We’ve talked about metrics and KPIs on the blog previously and we’ve focused on ensuring that you’re actually measuring the right things and how to measure. This has directly led to a stronger and better educated user base, which has decreased basic calls and questions into the help centers.

Customer Service 41

Customer Service Airlines Education Metrics 41

ClientSuccess

MARCH 27, 2018

Traditionally, you might start with the following high-level stages (very simplified): awareness, education, selection, commitment, handoff, onboarding, utilization, expansion, and renewal. Education – Educating the buyers and committee with solution selling. There’s actually a solution that works—Education.

Journey mapping 40

Journey mapping Customer Experience Education Best practices 40

ClientSuccess

JULY 31, 2019

Modern customer success teams must be able to visualize and aggregate the right metrics to calculate the overall health and standing of an account. Once a customer has already churned or decided not to renew a contract, these metrics become even more important. Step 2: Develop Clear Strategies. Step 3: Work Directly with Customers.

Accountability 49

Accountability Metrics Benchmark Sales 49

ClientSuccess

MAY 14, 2019

Another way to bring value to your customers would be educating customers on existing features by providing the context needed to help them become more successful according to their desired outcomes. Other Blog Posts : 6 Metrics that Help Calculate Your Customer’s Health & SuccessScore.

Accountability 45

Accountability SaaS Metrics Education 45

Nicereply

NOVEMBER 21, 2023

This metric is predictive of how likely they are to repurchase from you in the future, which makes a good NPS score a strong indicator of future success and growth. Fred Reichheld dubbed this metric the “ one number you need to grow. Strong NPS is the backbone of a thriving customer experience.

Surveys 59

Surveys B2B Feedback Education 59

ClientSuccess

APRIL 15, 2019

While the awareness, education, and selection stages of the sales cycle are well-known and well-defined, the customer success side of this funnel is less well known. Customer Success Blog: The Outcome Customer Journey: Defining Customer Handoffs, Success Metrics, and Outcome Between Departments.

SaaS 50

SaaS Journey mapping Benchmark Sales 50

JivoChat

NOVEMBER 22, 2021

Analyze the metrics they provide, for example, where the accesses of your website come from or which are the content on your Instagram that have the biggest engagement rates. . The production of an ebook to conquer leads. Determine the main metrics . Follow up the metrics and results. For example: .

SaaS 52

SaaS Marketing B2B Metrics 52

Mindtouch

MARCH 27, 2019

Download The Ebook. Again, all of this information-seeking usually begins with a search engine, leading customers to some combination of branded website, community, educational, and product help content. For good reason, too: companies that fail to capture awareness risk losing out to competitors. Think With Google. Address objections.

Self service 48

Self service Banking Customer centricity Education 48

aircall

NOVEMBER 21, 2022

How can you expect to hit ambitious targets when you’re wasting time manually updating your CRM or educating new employees on the steep learning curve of complicated phone systems? For more information consult our new eBook “The Proven Business Impact of Switching to Aircall” here. “We

CRM 62

CRM Wait times Consulting Consulting 62

SmartKarrot

FEBRUARY 12, 2021

The content is a mix of videos, articles, free audio books, ebooks, and podcasts. SaaSMetrics is a blog focuses on operations, metrics, financials, and other SaaS services. It also helps understand sales, SaaS metrics, and business growth. There is information on sales metrics, models, and aspects that will contribute to growth.

SaaS 23

SaaS B2B Metrics Sales 23

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. If you educate yourself on technology, you can collaborate with your IT team and more effectively make the case for your preferred solutions. And best practices and metrics may just go out the window.

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. BIG RYG— ChurnZero’s one-day educational and networking event—is every CS leaders dream come true.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

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. Her clients rapidly and profitably increase sales by about 30% after working with her.

Sales 133

Sales Consulting Consulting Coaching 133

ChurnZero

JANUARY 10, 2020

And if you’re considering the role yourself, check out our eBook: The Future CCO , for firsthand advice from industry leaders on what it takes to become a Chief Customer Officer. . Celeste has served in senior client management and client partnership roles in the education and technology space for the last 20 years.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Mindtouch

AUGUST 21, 2019

Beyond supporting internal audiences, such as support agents and new hires, knowledge is often the medium through which companies attract, educate, onboard, support, and keep their customers. Agent adoption metrics. Download the free ebook. Knowledge is quickly becoming a company’s most important asset. Ticket deflection.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Comm100

OCTOBER 8, 2016

Relationship Marketing, an aspect of Customer Relationship Management (CRM), is the term used to describe the focus on the customer’s experience over boosting short-term metrics like acquisition and sales. Create educational and training materials. Relationship Marketing Strategies. Try creating materials like: Seminars/Webinars.

Customer retention 60

Customer retention Scripts Education Marketing 60

ClientSuccess

JULY 9, 2019

If we’re not deliberate about defining the purpose, responsibilities and metrics of the role, then the CSM / CS team often becomes the “catch all” role where anything related to client is pushed our way. What are the metrics that indicate a CSM has been successful in their responsibilities? Question 3.

Consulting 40

Consulting Consulting Coaching Metrics 40

ClientSuccess

JANUARY 4, 2019

The difficulty is that customer health metrics can be spread out across multiple customer systems (ie. In this post, we will cover six customer success health scoring metrics that will help you get started. 6 Customer Success Health Scoring Metrics. Customer Health Score Challenge—Customer Health Data Spread Out. Product Usage.

Metrics 53

Metrics SaaS Accountability Customer advocacy 53

ClientSuccess

OCTOBER 25, 2021

Knowing how to identify these indicators, which metrics to track for each, and how to gauge success is critical for any customer success team looking to set themselves up for long-term success. Here, we’ll take a deeper look at the customer success leading indicators discussed in Part 1 to uncover some critical metrics behind each one.

Metrics 64

Metrics Upselling SaaS Education 64

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. For over 14 years, she has been a Member of the Customer Education Management Association. Kristen Hayer.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

ClientSuccess

MARCH 29, 2021

Even if your new CSM isn’t fully educated on all things regarding his or her accounts, it’s a good idea to make an introduction early on. Early on, customer success leadership should outline these success metrics in detail and show the new CSM exactly how to track progress and check in against these goals.

Accountability 77

Accountability Education CRM Metrics 77

Help Scout

AUGUST 11, 2021

Ebooks around topics like compensation and management. Aggregated “toolkits” of paired blog posts, webinars, and ebooks. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks. Beyond their blog, Totango also offers other means of self-education.

Customer Service 80

Customer Service Coaching Education Best practices 80

ProProfs Blog

DECEMBER 27, 2020

To make sure your efforts are reaping benefits, track metrics such as number of new visitors, percentage of new visitors vs. overall visitors, and number of new direct visitors. To make sure your efforts are reflecting expected results, track metrics such as: New leads generated. Troubleshoot any confusions. Returning direct visitors.

Journey mapping 148

Journey mapping Education B2B Sales 148

ClientSuccess

FEBRUARY 1, 2021

Regardless of where your team falls in this spectrum, making an informed, educated decision is critical to set your team up for success in the long run. eBook: The Ultimate Guide to SaaS Customer Success Metrics. Here are three questions to ask when evaluating customer success software providers: 1.

Accountability 104

Accountability SaaS Education CRM 104

ChurnZero

SEPTEMBER 16, 2021

Track and Analyze Your Churn Metrics. Metrics you could track include: Customer usage behaviors — when do your customers log on, and for how long? New resources, such as ebooks or upcoming trainings and webinars. Start a Customer Education Program. Changes to customer support procedures.

Customer retention 52

Customer retention SaaS Education Feedback 52

ClientSuccess

JANUARY 15, 2019

Whether you’re measured on customer churn , upsells, or account expansion, there is always a metric in the back of your mind pushing your day to day efforts forward. Set Specific, Measurable Milestones and Metrics. Once you know your customers’ business goals and revenue impact, you can begin defining and assigning success metrics.

Metrics 56

Metrics Education Consulting Consulting 56

Comm100

NOVEMBER 3, 2017

While you are doing this social media training exercise, keep in mind the 70-20-10 model for organizational learning: Seventy percent of learning takes place from actual assignments; 20 percent from peer education; and 10 percent from instruction. Tweak your training according to your metrics, and according to any performance gaps.

Marketing 46

Marketing Accountability Customer Service Feedback 46

ClientSuccess

DECEMBER 28, 2020

Customer success leaders can work hand-in-hand with executives to educate on how customer success directly impacts every single person in an organization, from finance to sales to marketing. eBook: How to Build and Scale a Customer Success Team. Understand how each stage of the customer journey impacts the customer.

SaaS 88

SaaS Finance Customer centricity Metrics 88