HGS
JUNE 28, 2018
They range from simple, three-step processes to granular surveys with dozens of variables. Assessing Your BPO Journey. There are several credible models payer organizations can use to properly assess their outsourcing maturity.
ClearAction
DECEMBER 5, 2023
When I led companywide customer experience transformation, we conducted our annual customer relationship survey with the findings available 3-4 months before strategic planning began. Then, my team facilitated survey readouts and action plan workshops with every line of business, account team, and support function.
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ChurnZero
JANUARY 25, 2024
Businesses are realizing the strategic value of customer education in driving product adoption, improving customer success KPIs, and reducing churn. We see a widespread swing towards hybrid work , with a recent Mercer survey indicating that 70% of companies in the United States are utilizing or plan to implement this approach.
Education Services Group
JULY 7, 2020
Tying CS to your company’s strategic growth is the best way to ensure that leadership understands and embraces the company-wide strategic value of CS. To dig deep and get a full picture of performance, you might need to create new KPIs to track, like customer survey data or health score formulas and calculations.
RapportBoost
NOVEMBER 5, 2018
Employee engagement tops the list of major concerns when delivering customer experience improvement projects, according to a new Gartner survey. This streamlines agent training while enabling brands to build lasting customer relationships that maximize revenue, conversion, order size, retention and customer satisfaction gains.
ChurnZero
JANUARY 4, 2019
These will be personalized, but technology-based, and will help CSMs to focus on the areas where they can provide proactive, strategic value to their customers.” More and more, customers are seeking out companies that share their values. ” – Kristen Hayer, Founder & CEO, The Success League.
CSM Practice
FEBRUARY 20, 2020
A survey of 100 customer success leaders, conducted by Gainsight in 2018, revealed that the maturity level correlated with the financial metrics of the company: Reactive; GRR is 80%, and NRR is 92%. It also includes risk-reason tracking, renewal forecasts, survey analysis, and many automations built around the scorecard.
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