Topdown

NOVEMBER 29, 2018

We’ve heard time and again from the analysts with whom we engage that most companies are struggling to create a viable CX strategy and need help choosing metrics to measure the business outcomes.

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Metrics Customer Experience 48

Babelforce

AUGUST 27, 2020

In this post: Customer Satisfaction Customer Effort Score Customer Churn Rate Net Promoter Score Customer Service Satisfaction Easy Contact Center Automation (eBook). But do you know *which* metrics are up to the task? CSat is basically the default customer satisfaction metric. Here’s how you can get inside customers’ heads….

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ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics. Support Tickets.

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ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Financial Metrics. Health Metrics.

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Metrics SaaS Customer advocacy Marketing 61

Brad Cleveland Blog

NOVEMBER 3, 2015

I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs). Download your copy here!

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Brad Cleveland Blog

NOVEMBER 3, 2015

I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs). Download your copy here!

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Contact Center Metrics Benchmark Call Center 20

inmoment

JULY 16, 2019

Measuring customer experience (CX) has always been a numbers and metrics game. And while standard CX metrics like Net Promoter Score (NPS®), Customer Satisfaction (CSAT), and Customer Effort Score (CES) provide some insights into customer experience, they don’t tell the whole story. Customers are more than numbers.

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ClientSuccess

APRIL 30, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success financial metrics. Customer Success Financial Metrics.

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SaaS Metrics Upselling Customer retention 46

ClientSuccess

OCTOBER 8, 2019

And to get good data, you have to have good metrics in place. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: Net Promoter Score, or NPS, is an established, popular metric for measuring how your customers view your company or product. Success isn’t based on “we think” or “we feel”.

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SaaS Metrics Customer retention Surveys 49

ShepHyken

JANUARY 18, 2019

This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. Given the current state of technology, your strategic goals must now go beyond improving metrics. . – Shep Hyken. It’s that time of year again. Time to start planning for your 2019 customer experience initiatives.

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Customer Experience Airlines Average Handle Time Contact Center 236

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. While CSAT is a transactional measure and NPS is a relationship metric, CES can be either. 2) Disagree. (3)

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Metrics Customer Service Airlines Contact Center 48

ShepHyken

NOVEMBER 21, 2016

My Comment: CustomerGuage has released an “eBook” about the power of NPS (Net Promoter Score). Don’t let the fact that you’ll have to give them your email address deter you for downloading the eBook. It’s worth it. 7 Tips For Fostering Loyalty In Your Customers by Sophie Andrews.

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ClientSuccess

AUGUST 3, 2022

No, there are more important metrics to monitor: While the First Contact Resolution Rate may indicate how well your team is providing customer feedback, it does not necessarily reflect the fundamental interactions of a customer success team. This is also a great metric for your support team to monitor. The verdict? Want to learn more?

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Metrics Accountability Call Center Feedback 79

ClientSuccess

APRIL 27, 2017

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” Recorded Webinar: The Ultimate Guide for Customer Success SaaS Metrics.

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Metrics SaaS Best practices Accountability 41

ClientSuccess

JULY 26, 2022

As a CSM, you work with qualitative and quantitative data when tracking customer success metrics. You can learn more about gathering and using customer data with these additional resources from ClientSuccess : Webinar: Guide to Customer Success Metrics. eBook: Ultimate Guide to Customer Success Metrics.

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Metrics Feedback Surveys Accountability 77

ClientSuccess

SEPTEMBER 13, 2022

From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. This metric measures the time it takes for a new customer to complete the onboarding process. eBook: How to Nail Your Onboarding Process.

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Benchmark Metrics Education Accountability 76

ClientSuccess

NOVEMBER 1, 2017

Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that matter for product and customer success teams. This webinar will help product and customer success teams, understand which metrics are unique and which are shared. Overlapping metrics between customer success and product.

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Metrics SaaS Sales Marketing 40

Nicereply

APRIL 4, 2022

In this ebook you will find: What is NPS & why you should measure it. Combining NPS with other metrics. Remember, NPS surveys are a goldmine of valuable data – but first of all, you need to understand them. How is NPS calculated. How to read the results of your score. How to follow up after the NPS survey. NPS in practice.

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Nicereply

APRIL 4, 2022

In this ebook you will find: What is NPS & why you should measure it. Combining NPS with other metrics. Remember, NPS surveys are a goldmine of valuable data – but first of all, you need to understand them. How is NPS calculated. How to read the results of your score. How to follow up after the NPS survey. NPS in practice.

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Surveys Metrics Marketing 52

CSM Magazine

FEBRUARY 11, 2021

New Calabrio ebook provides practical advice and strategies from three award-winning organisations. Insights from these analytics-driven contact centres have been captured in a free to download ebook to help other businesses support different ways of working in turbulent times. Doing business has never been more unpredictable.

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Analytics Average Handle Time Metrics Customer Experience 59

ChurnZero

MARCH 14, 2024

To demystify the process, we’ve outlined a comprehensive seven-step framework in our latest eBook, “The Guide to Book Shifts in Customer Success” and provided some real-world insights from a book shift we did here at ChurnZero.

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Nicereply

DECEMBER 20, 2022

The churn rate is a metric that measures the percentage of customers who cancel their subscription or service within a given period of time. It’s an important metric for companies to track because it can give them insights into customer satisfaction and retention. What Types of Metrics Measure Customer Satisfaction?

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Advertising SaaS Metrics Surveys 52

Talkdesk

JANUARY 14, 2021

Customer satisfaction (CSAT), net promoter score (NPS) and customer effort score (CES) are important KPIs, but because they do not directly translate to cost savings, these metrics often do not resonate with executives outside of their organization. There are three primary areas to measure to demonstrate how CX drives business results: .

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ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Metrics help separate process that are working from processes that need more fine-tuning.

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ClientSuccess

MARCH 16, 2022

Track data and metrics as early as possible in the process for accurate data down the road. . Don’t wait for your customer to be fully implemented and use your product or solution to track customer success metrics. eBook: Ultimate Guide to Customer Success Metrics. Toolkit: Customer Onboarding Toolkit.

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Upselling Metrics Sales 71

TeamSupport

SEPTEMBER 6, 2022

Don’t aim only for better metrics. There’s no denying that CSAT and NPS scores are helpful metrics when determining customer health, but they should never be taken as the sole prophet of customer truths. Dive into our customer-centricity eBook below! Types of goals for becoming customer centric.

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ClientSuccess

NOVEMBER 9, 2022

With numbers and metrics guiding strategic decision-making, operations resources can help CSMs identify red flags, create targeted action plans for customers, and even predict issues before they occur. eBook: CSM from the Trenches: Implementing Customer Success. Toolkit: Customer Success Metrics Toolkit.

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ClientSuccess

APRIL 19, 2022

As any customer success professional knows, metrics and data keep customer relationships running smoothly. The Customer Satisfaction Score is a metric that addresses both strategic data uses. . Department leaders and executives can also use this metric to understand how one or multiple customer accounts are doing.

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ClientSuccess

MAY 10, 2022

The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. eBook: Ultimate Guide to Customer Success Metrics. Toolkit: Customer Success Metrics Toolkit. How to calculate Customer Lifetime Value.

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Upselling Metrics Accountability Sales 59

ClientSuccess

OCTOBER 5, 2021

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. Sentiment: One of the oldest customer success metrics in the books, capturing customer sentiment early and often in your customer relationships can ensure your team is always on top of sentiment changes and issues.

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Metrics SaaS Accountability Sales 72

ClientSuccess

AUGUST 31, 2020

Track onboarding metrics , and then use these to inform your own customers’ onboarding process. eBook: How to Build and Scale a Customer Success Team. Webinar: Customer Success SaaS Metrics. . Implementing a new customer success platform will require new processes and workflows to ensure everyone is on the same page.

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SaaS Accountability Metrics Sales 105

ClientSuccess

OCTOBER 4, 2022

While process improvement solutions make it easier for CSMs to track and manage their workload, customer success-specific platforms are also designed to track detailed data and metrics specific to customer engagement and satisfaction. eBook: Customer Success as a Culture: Customer Success Leaders Edition.

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Metrics CRM Accountability Management 52

ClientSuccess

FEBRUARY 22, 2023

The success of customer success is typically measured by metrics such as customer retention rate, upsell/cross-sell revenue, and customer satisfaction scores. This can involve training and education on effectively using the product or service, suggesting best practices, and providing guidance on optimizing the customer’s experience.

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