PeopleMetrics

APRIL 12, 2017

There was a time that businesses relied on anonymous, aggregated customer feedback as the sole input for their customer strategies. It's easier to sell a metric to leadership if other high-performing institutions are using it. A metric that everyone understands is a metric that everyone can act on. You have a few.

Metrics 87

Metrics Customer Experience Banking industry standards 87

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. The activities in this eBook can be great training materials to improve customer service or morale in your team. Developing the CX Strategy.

Customer Experience 116

Customer Experience Morale Journey mapping Customer centricity 116

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. The activities in this eBook can be great training materials to improve customer service or morale in your team.

Customer Experience 92

Customer Experience Metrics Morale Feedback 92

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.

SaaS 59

SaaS Metrics Accountability industry standards 59

ClientSuccess

DECEMBER 20, 2018

While end-of-year planning is the perfect place to rethink game plans and ensure your strategy is in line with your company’s corporate goals , it’s also a time of opportunity and forward-thinking. Here are five customer success strategy stack pillars that will help take your customer success to world-class standards. Quick Ratio.

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

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. Usage Metrics.

Metrics 61

Metrics SaaS Customer advocacy Marketing 61

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. 2 Understand. 4 Monetize.

Metrics 40

Metrics Customer Experience Feedback Analytics 40

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.

SaaS 46

SaaS Metrics Upselling Customer retention 46

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?

Metrics 79

Metrics Accountability Call Center Feedback 79

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: Check out these 6 customer retention strategies that are here to stay. #2: Take a look at how we’re bringing together NPS and customer success metrics. . #4:

SaaS 49

SaaS Metrics Customer retention Surveys 49

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)

Metrics 48

Metrics Customer Service Airlines Contact Center 48

Infinity

MARCH 7, 2022

70% of marketers have reported a major blind spot )when consumers move from online channels to offline channels, so not being able to see where campaign spend results in an offline sale will limit marketers from having a true indication of how well the marketing strategy or budget is performing. Make your campaigns more profitable.

Marketing 52

Marketing Analytics Sales Metrics 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.

Analytics 59

Analytics Average Handle Time Metrics Customer Experience 59

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. It should be among your key strategies and always part of your playbook. Remember to keep it focused on the right metrics. Invite them to offer input.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

ClientSuccess

NOVEMBER 9, 2022

Data is the driving force of any successful operations strategy. . The foundational pillar of any successful operations strategy is data. The proper operations strategy frees up CSM time to focus on what matters – the customers. eBook: CSM from the Trenches: Implementing Customer Success.

SaaS 68

SaaS Metrics CRM Sales 68

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.

Metrics 41

Metrics SaaS Best practices Accountability 41

Playvox

JANUARY 30, 2024

In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement. One strategy is incorporating gamification in the workplace. Related article: Remote Agent Training In Contact Centers: 5 Key Strategies 7. What is Gamification?

Gamification 79

Gamification Contact Center Coaching Quality management 79

ClientSuccess

NOVEMBER 7, 2019

Customer churn is an important metric all businesses need to measure. While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve – your customer attrition rate. Strategy #1. Strategy #2. Strategy #3. Focus On Your Most Loyal Customers.

Accountability 47

Accountability Metrics Customer retention Feedback 47

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. But, if you’re using digital communication, you have access to all sorts of “marketing” metrics to better understand your customers’ product and communication engagement. Create strategies for onboarding and adoption with a digital approach.

Journey mapping 64

Journey mapping Customer centricity Accountability Metrics 64

Talkdesk

JANUARY 14, 2021

CX is critical to every business, but before the benefits of a successful CX strategy can be felt, business leaders must be capable of quantifying and measuring CX. The third area—cost savings—is where the ebook How to Prioritize CX in a Cost-Cutting Environment places its focus. Revenue generation Cost avoidance Cost savings.

Contact Center 96

Contact Center Customer effort Metrics Technology 96

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.

Metrics 40

Metrics SaaS Sales Marketing 40

ClientSuccess

NOVEMBER 7, 2019

Customer churn is an important metric all businesses need to measure. While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve – your customer attrition rate. Strategy #1. Strategy #2. Strategy #3. Focus On Your Most Loyal Customers.

Accountability 40

Accountability Metrics Customer retention Feedback 40

ClientSuccess

MARCH 16, 2022

This makes onboarding incredibly important and downright critical to any successful customer lifecycle planning strategy. 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.

Upselling 71

Upselling Metrics Sales 71

Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

TechSee

MARCH 7, 2022

Download our eBook: What Self Service Will Look Like in 2025 . There is more than one challenge to address and more than one way to gain from effective and on-point customer self-service strategies. Traditional performance metrics are not relevant for self-service. Key Benefits of Self Service as a Customer Service Strategy .

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

ClientSuccess

JANUARY 11, 2023

Measure customer success metrics for meaningful insights. By incorporating these principles into your customer success strategy, you can ensure that every member of your team is collaborating towards a common goal: delighting customers and achieving success. Learn more about building customer loyalty in this ebook.

Benchmark 80

Benchmark Upselling Education Best practices 80

ClientSuccess

MAY 17, 2022

Whether you are brand new to the customer success scene or have been a customer success professional for years, one metric of success has been on your radar since day one: Net Promoter Score. When working with NPS, however, it’s always important to remember that this is just one customer success metric. Next steps.

Benchmark 52

Benchmark B2B SaaS Metrics 52

ClientSuccess

MAY 14, 2019

While this is certainly not the best strategy, it’s a start. One strategy that has worked well for me has been taking a step back to look at my entire book of business. If you’ve spent most of your time reactively engaging customers, it will likely take time and dedicated effort to become more proactive in your engagement strategy.

Accountability 45

Accountability SaaS Metrics Education 45

ShepHyken

JULY 25, 2016

The omni-channel strategy for customer service part 1: email by Heerd. This article has a number of excellent ideas to help ensure that your customer service email strategy is successful. If you like this story, you might like the author’s eBook which includes short stories that focus on customer experience.

Customer Service 195

Customer Service B2C Personalization Metrics 195

ClientSuccess

OCTOBER 5, 2021

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. While gathering data after a strategy has been implemented is a great way to tell if an initiative worked, customer success teams can also gain a predictive advantage into long-term customer success with leading indicators.

Metrics 72

Metrics SaaS Accountability Sales 72

SharpenCX

DECEMBER 23, 2020

Take your contact center metrics seriously, not just in terms of agent performance but as indicators of what might be a broken customer journey. “If social media has any lessons for the contact center it is this: everybody wants to know that they are doing well.

Customer Service 145

Customer Service Contact Center Self service Metrics 145

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.

First call resolution 70

First call resolution Best practices Upselling Education 70

Playvox

FEBRUARY 13, 2023

While traditional quality assurance means evaluating interactions and checking for compliance, QM takes a more holistic approach by going beyond typical contact center metrics and looking at an agent’s behaviors in both subjective and objective ways. It’s not enough to stick to managing quality at the operational level. of revenue.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

ClientSuccess

JANUARY 3, 2023

Every business should have an understanding of customers’ needs that not only stays up-to-date with changing preferences but also goes beyond basic metrics such as loyalty and satisfaction. Asking the Right Questions Leads to Happier Customers. Asking the right questions is essential in gaining a comprehensive understanding of your customers.

Best practices 81

Best practices Consulting Consulting Metrics 81

ClientSuccess

MARCH 8, 2022

Building a customer lifecycle strategy . For this reason, it’s recommended that high-functioning customer success teams present a transparent lifecycle planning strategy to their customers. eBook: 3 Steps To Putting Your Customer First This Year. Ready to get started?

Upselling 75

Upselling SaaS Sales Metrics 75

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.

Metrics 40

Metrics SaaS Sales Accountability 40