ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

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SaaS Metrics Enterprise Surveys 98

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

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SaaS Metrics Accountability Technical Support 98

ChurnZero

JUNE 19, 2020

To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. During the webinar, we discussed: How customer retention impacts the valuation of your company. If you missed the webinar, you can watch it on demand.

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SaaS Metrics Surveys Customer retention 72

Tethr

JULY 17, 2019

Over the following years, the metric itself would be revised as companies adopted CES and started to leverage it to drive change in their customer experience. Register for the webinar. The post [Webinar] Measuring Customer Effort: How to stop relying on post-call surveys and start listening for it instead appeared first on Tethr.

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Customer effort Surveys Analytics Metrics 49

ChurnZero

DECEMBER 1, 2020

Webinars are a quick and easy way to find out more about a topic especially if you don’t know where to start. As we have a large library of on-demand webinar content in our Resources center , we often get asked by customers, which ones are the most popular and must-see to get caught up on. How Do You Rank? What’s Next.

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SaaS Customer retention Coaching Consulting 59

Netomi

DECEMBER 23, 2021

As with any large project or undertaking, metrics are key in order to gauge performance. Metrics are important to track for all aspects of a business, from sales, marketing and financial performance, to overall customer service. Here, we break down the top 10 chatbot evaluation metrics to have on your radar. .

Chatbots 52

Chatbots Metrics Airlines Consulting 52

NobelBiz

FEBRUARY 14, 2022

The metrics that are appropriate for your organization will serve as your compass. Before defining your Agent performance metrics, define your contact center goals Analyzing a KPI only because the competition does it is pointless. What are the right call center agent performance metrics to monitor?

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Education Services Group

MAY 12, 2022

Collecting NPS as part of a support survey. This scenario collects NPS in moments where other CX metrics are the driving factors for the response—not a very telling reflection of advocacy. We know NPS is a very reactive motion, from sending the survey to potentially actioning or remediating well after the event of causation.

Metrics 52

Metrics Surveys First call resolution Customer effort 52

Connecting the Dots

APRIL 16, 2021

CCMC’s benchmarking of more than 120 companies found that when Quality, Service and Insights are closely aligned, customer satisfaction metrics increased at twice their prior annual rate. [1]. The post Customer Experience Strategy: An Exclusive 3-Part Video Webinar Series appeared first on Customer Care Measurement & Consulting (CCMC).

Customer Experience 62

Customer Experience Complaint resolution Benchmark Metrics 62

Beyond Philosophy

JUNE 27, 2019

We discussed this in detail when I hosted the first in a series of webinars for Freshworks, How Consumer Emotions Impact Customer Loyalty. Our research shows that there are clusters of emotions that directly impact a company’s Net Promoter Score and other value metrics. To Improve the Digital Experience, You Can’t Ignore Emotions.

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Airlines Customer emotions Accountability Consulting 345

ChurnZero

MAY 25, 2023

For example, survey research shows about half (50.2%) of all CS teams surveyed are directly responsible for customer renewals. In the same survey, another 42% of respondents said CS is also responsible for customer expansions. Below are recommended metrics to consider. It doesn’t end there either. Renewal forecast.

Upselling 97

Upselling Metrics Surveys Accountability 97

8x8

FEBRUARY 22, 2018

Aberdeen’s survey findings show year-over-year improvements in customer satisfaction more than doubled for companies that have integrated unified communications with their contact center. And, customer complaint metrics are markedly better as well. Use metrics and statistics. They’re happier—and your agents are too.

Metrics 66

Metrics Interactive Voice Response Chief Customer Officer Contact Center 66

CX Journey

MARCH 17, 2015

In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. customer experience metrics voc voice of customer'

Metrics 77

Metrics Chief Customer Officer Coaching Feedback 77

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. With that in mind, it is generally more useful to conduct a formal survey. The most crucial part of creating a survey is to consider what results you are anticipating. After all, you can always run more than one survey if you are looking to consider multiple angles. Begin with the End.

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B2B Surveys Customer centricity Construction 73

Kayako

JULY 27, 2017

And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. You can use these metrics to be a hero and champion to your cause for other teams. 5 Metrics that shape your SaaS customer support model. Every week?

Metrics 80

Metrics SaaS Surveys Enterprise 80

AskNicely

JANUARY 10, 2019

Validating that, AskNicely’s 2018 NPS Benchmark Study found forward-looking companies that strategically step away from price wars to concentrate on customer experience metrics are discovering more retention and better growth. Tracking of Customer Experience Metrics Now Required. Five Common Customer Experience Metrics.

Metrics 60

Metrics Customer Experience Surveys Feedback 60

8x8

FEBRUARY 22, 2018

Aberdeen’s survey findings show year-over-year improvements in customer satisfaction more than doubled for companies that have integrated unified communications with their contact center. And, customer complaint metrics are markedly better as well. Use metrics and statistics. They’re happier—and your agents are too.

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

8x8

FEBRUARY 22, 2018

Aberdeen’s survey findings show year-over-year improvements in customer satisfaction more than doubled for companies that have integrated unified communications with their contact center. And, customer complaint metrics are markedly better as well. Use metrics and statistics. They’re happier—and your agents are too.

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

Fonolo

JANUARY 17, 2023

According to a recent PWC survey, customers value : Speed. Metrics like first-call resolution and average handle time have historically been used to measure agent success and by extension, customer sentiment. Artificial intelligence fleshes out these metrics with its ability to measure customer sentiment, personality, and tone.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

ChurnZero

DECEMBER 27, 2022

Based on a detailed survey of more than 1,000 CS leaders, this is the most comprehensive study of the evolving CS landscape to date. 6/ How to transform Customer Success into a profit center with metrics and forecasting. Learn how to emphasize the financial value of your CS team by choosing the right metrics. Not so much.

Benchmark 90

Benchmark Metrics Accountability Enterprise 90

Lumoa

MARCH 6, 2023

Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar. Here is an easy step-by-step process that will help your organization streamline its customer insight process, basis the learnings of the webinar.

Analytics 83

Analytics Feedback Marketing Metrics 83

Lumoa

MARCH 6, 2023

Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar. Here is an easy step-by-step process that will help your organization streamline its customer insight process, basis the learnings of the webinar.

Feedback 83

Feedback Analytics Marketing Metrics 83

Lumoa

JANUARY 17, 2023

We also have a webinar hosted by our very own Cool Garen where he goes over these features in detail! Create your own surveys in Lumoa! Use the Survey Hub create surveys in Lumoa, then send those surveys to customers and start collecting feedback! New Insights logic on the Impact page!

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Feedback Surveys APIs Marketing 83

Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. Why is FCR considered so essential? The reason?

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Lumoa

DECEMBER 17, 2022

We also have a webinar hosted by our very own Cool Garen where he goes over these features in detail! Create your own surveys in Lumoa! Use the Survey Hub create surveys in Lumoa, then send those surveys to customers and start collecting feedback! New Insights logic on the Impact page!

Feedback 83

Feedback Surveys APIs Marketing 83

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”.

SaaS 49

SaaS Metrics Customer retention Surveys 49

ClientSuccess

AUGUST 23, 2022

you know exactly how rapidly things change and how quickly new metrics pop up on the scene. Already it probably feels as though you’re measuring a hundred different metrics that all mean different things: product usage rates, customer success scores, and more. How to use Customer Effort Score with your other customer success metrics.

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Customer effort Metrics SaaS Surveys 79

ClientSuccess

JULY 26, 2022

As a CSM, you work with qualitative and quantitative data when tracking customer success metrics. On the quantitative side, however, much of the information gathered comes from on-platform performance or surveys. . eBook: Ultimate Guide to Customer Success Metrics. eBook: Ultimate Guide to Customer Success Metrics.

Metrics 77

Metrics Feedback Surveys Accountability 77

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

NobelBiz

NOVEMBER 13, 2023

Join us for a special webinar , “Profitable Trends for Contact Centers,” where our host, Christian Montes, shifts to the guest chair alongside Mike McGuire. Don’t miss out on this exclusive discussion—it’s a webinar like no other, with surprises in store! Qualitative or quantitative call center surveys.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Totango

JULY 22, 2022

For example, one track is dedicated to driving engagement, and features several email campaign templates that can be customized to help you share positive customer case studies, win back users that have stopped using your product, or invite customers to digital events like webinars or training sessions. . Overall NPS score.

Metrics 100

Metrics Best practices Customer retention Enterprise 100

aircall

MARCH 7, 2022

To dive into this topic even further, we have a special webinar on March 10. Customer satisfaction is an important metric and can go a long way to show how your team and product are performing. . In our webinar , we’re welcoming…. There are plenty of articles about the relevance of customer satisfaction to sales teams.

Customer Experience 71

Customer Experience CRM Metrics Sales 71

ClientSuccess

SEPTEMBER 28, 2022

As a SaaS CSM, what metrics are you tracking to give you a sense of customer satisfaction? You’re probably looking at NPS, survey feedback, and engagement rates to understand better how a customer is feeling and what they are thinking about your team and your product. Why should CSMs track product metrics?

SaaS 52

SaaS Metrics Surveys Feedback 52

inmoment

OCTOBER 3, 2018

When it comes to metrics, the human race is a little obsessed. Those of us in customer experience (CX) take metrics even more seriously, and for good reason. CX metrics help us understand our company’s relative position, reinforce expectations and key behaviors in our teams, and quantify our level of impact and achievement.

Metrics 40

Metrics Feedback Surveys Customer Experience 40

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