ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. Let’s explore the 4 gold metrics that drive every CX metric.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

Expivia

FEBRUARY 18, 2024

It’s about recognizing the strategic value of AI in delivering a superior customer experience, one that goes beyond the limitations of traditional call volumes and efficiency metrics. With a strategic focus on technology and AI, Expivia has redefined what it means to be a BPO partner. Click here to contact us!

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

ChurnZero

JANUARY 25, 2024

Skillset 1: Sales acumen In 2024, driving revenue is a primary responsibility of CS. This means that sales acumen is no longer just a bonus for CS professionals—it’s a new baseline for many companies. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

Education 52

Education Upselling Consulting Consulting 52

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

ClearAction

FEBRUARY 27, 2016

Everyone acknowledges that customer retention is more cost-effective than acquisition, yet Marketing tends to put the majority of its resources in awareness-building and sales conversion. It’s all about connecting: goals, people, metrics, processes, and data. Context is the mantra for making something strategic.

Marketing 59

Marketing Strategic Value Metrics Enterprise 59

SmartKarrot

NOVEMBER 8, 2022

Leverage data, metrics and insights to build and strengthen the overall CS strategy, specifically working on delivering new CRM Analytics and Service Cloud platforms – ultimately working on customer health benchmarks and driving improvements. Foster a culture of metrics-driven performance in the Customer Success team.

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. The first step in creating a revenue-generating customer service organization is to determine which strategy or strategies are most applicable to your business today.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56