Forrester's Customer Insights

AUGUST 1, 2023

Our 2024 Planning Guides advise on where to invest and experiment for success. A precarious economy has tempered business and technology leaders’ budget expectations. But now is not the time to retreat.

Technology 48

Technology Innovation Trends Marketing 48

Help Scout

AUGUST 22, 2023

Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson. Read the full article

Leadership 40

Leadership Customers Customer Service 40

Forrester's Customer Insights

SEPTEMBER 23, 2021

When sales leaders and the sales org are laser-focused on hitting their year-end numbers, it can be hard to give proper mindshare to annual planning. Yet a thorough planning process is critical to success.

Sales 46

Sales Customers 46

Forrester's Customer Insights

JUNE 27, 2022

In an uncertain economic climate, having a sound marketing planning process is critical. In this first post of a three-part series, we introduce a methodical approach to B2B marketing planning.

B2B 37

B2B Marketing 37

InMoment XI

MAY 4, 2022

In fact, according to a survey conducted by Korn Ferry , 33% of employees plan to look for a new job due to being bored and needing a new challenge. Metlife had similar findings in its 2011 Annual U.S. So what is the secret to fostering employee loyalty and preventing employee turnover? Effective leadership.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

BlueOcean

OCTOBER 23, 2023

What percent of total annual revenue comes from your two largest clients? Agent Engagement What is your annual agent attrition rate companywide (list both voluntary and involuntary turnover numbers)? Detail your business continuity plans and redundancy practices. AI Describe your current AI capabilities and services.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Alida

APRIL 21, 2022

The bi-annual event plans to deliver on its title (Experience, Reimagined) by shedding light on how to move back from reactive to proactive CX designing.

How To 130

How To 130

SurveySparrow

NOVEMBER 20, 2023

21 SaaS Platforms With the Best Deals Platform Discount Validity JotForm 50% off on annual packs 30th, Nov 2023 Coupler.io 30% off on all pricing plans 01 – 30 Nov 2023 Survicate One month free on a yearly plan 30th, Nov 2023 Mailtrap.io You get 50% off on annual packs! Discount: Are you an existing user? Source: coupler.io

Analytics 52

Analytics Knowledge Base Fashion Survey 52

The DiJulius Group

JANUARY 8, 2024

12, 2023, at the 15th annual Customer Service Revolution Conference. KeyBank Branch & Contact Center Leaders KeyBank planned to enhance its already successful customer experience culture in January 2022 when. Cleveland, OH-based KeyBank has earned the distinction of Customer Experience Organization of the year, awarded on Oct.

NPS 80

NPS Contact Center Conference Culture 80

BlueOcean

JANUARY 20, 2023

What percent of total annual revenue comes from your two largest clients? Agent Engagement What is your annual agent attrition rate companywide (list both voluntary and involuntary turnover numbers)? Detail your business continuity plans and redundancy practices. How do your success ratios differ in remote work circumstances?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

QuestionPro Audience

JANUARY 5, 2018

The annual college recruiting survey from NACE found employers plan to hire 4% more grads this year than last. Smaller companies and those without a big national brand may find recruiting the Class of 2018 a little easier this year.

Survey 0

Survey Brands Company 0

Playvox

NOVEMBER 30, 2022

Long-term capacity planning needs a serious overhaul, and the best strategy for a turnaround is a radical one. If your full-time employee count (FTE) is consistently under or over your annual capacity plan, you need Radically Operationalized Capacity Planning. Why Overhaul Capacity Planning Now?

Tips 82

Tips Contact Center Training Tools 82

Forrester's Customer Insights

AUGUST 8, 2023

For 2023, Forrester recommended a steadfast approach to technology decisions to reconcile any hasty investments made in the pandemic years. With that work now forming the foundation for future business growth, it’s time to accelerate into 2024 with a pragmatic approach to innovation.

Innovation 26

Innovation Technology Strategy Customers 26

Customer Bliss

JANUARY 11, 2018

When the CCO works with a united leadership team to remove reactivity in a very deliberate way, they can engage in proactive decision-making opportunities to tackle four big culprits that cause CX work to stall: silo based prioritization and investment, capacity creation, holding people accountable, and annual planning.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership Customer Journeys 168

SurveySparrow

APRIL 21, 2024

Tool G2 Rating Suitable for Best for Pricing [Billed annually] Free Trial Free Version SurveySparrow 4.4 ” Source: SurveySparrow G2 reviews Free Trial : Available Free Version : Available Pricing : There are four different pricing plans and a custom one as well. The basic plan starts at $19 per month.

Tools 52

Tools Ecommerce Survey Analysis 52

Experience Investigators by 360Connext

JULY 28, 2020

Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey. Customer Experience Strategy Depends on the Right Mindset, Vision and Plan. Turn those answers into plans. What’s Your Organization’s CX Mindset?

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

SurveySparrow

JANUARY 18, 2024

Pricing You get a Forever Free Plan The basic plan starts at $19/month Integrations: MailChimp, Zapier, Google Tag Manager, Hubspot, Salesforce, Stripe, Slack, to name a few of the top players Rating Platform Rating G2 Rating 4.4/5 Pricing Plan Price Free Plan FREE Starter $14.08/mo Plus, you get 40% more responses.

Healthcare 52

Healthcare Survey Hospitality Transportation 52

SurveySparrow

MAY 31, 2023

Pricing: SurveySparrow’s Basic, Essentials, and Business plans are priced at $19, $49, and $99 respectively per month, billed annually. SurveySparrow also offers a Forever Free plan with limited features, as well as a free trial for users to test out the product. You can also get in touch with them directly for a custom plan.

Survey 52

Survey Analytics e-support Tools 52

ChurnZero

AUGUST 3, 2021

You can break down your recurring revenue in two ways, by looking at what your Annual Recurring Revenue (ARR) is, and what your Monthly Recurring Revenue (MRR) is. They pay $12,000 upfront for an annual software subscription. What is Annual Recurring Revenue (ARR)? Unlike MRR, ARR is great for long-term planning.

Roadmap 98

Roadmap Metrics Software Customer Satisfaction 98

Magellan Solutions

DECEMBER 7, 2022

Telehealth makes patients’ Annual Wellness Visits easier. Telehealth changed Annual Wellness Visit and how you look up health information and how you talk to your doctor. And from 2023 to 2030, it is anticipated to increase at a compound annual growth rate (CAGR) of 24% as per the Grand View Research Report.

Healthcare 75

Healthcare Insurance Hospitality Consulting 75

Alida

NOVEMBER 25, 2019

An insight roadmap is a plan to keep your organization focused on customer centricity. We’ve seen this approach helpful when starting a new insight community, and as an annual exercise for well-established insight functions. It brings together stakeholders to agree on key objectives that your insight community will inform.

Roadmap 130

Roadmap Customer Centricity Exercises How To 130

BirdEye

APRIL 4, 2023

Does financial planning and budgeting for your business seem daunting? Financial control and planning play a significant role in business success, and are closely linked. A well-crafted budget aids in resource allocation, investments, and future planning for your business. You’re not alone. But it is easier said than done.

Financial 98

Financial Resources Sales Insurance 98

Experience Investigators by 360Connext

JUNE 30, 2020

Large organizations in every industry are grappling with strategic plans and annual goals requiring complete restructuring. Usually this annual event attracts more than 25,000 in-person attendees to one location. Planning is an exercise in “wait and see” and teams continue to work remotely from their homes.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Experience Investigators by 360Connext

JUNE 30, 2020

Large organizations in every industry are grappling with strategic plans and annual goals requiring complete restructuring. Usually this annual event attracts more than 25,000 in-person attendees to one location. Planning is an exercise in “wait and see” and teams continue to work remotely from their homes.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Clarivate

JULY 26, 2022

The annual Journal Citation Reports enable the research community, publishers and librarians to evaluate and compare the scholarly impact of the world’s quality journals using a range of indicators, descriptive data and visualizations. No changes will be made to the JCR until the next annual release in June 2023.

Report 143

Report Exercises Consulting Feedback 143

Kustomer

JANUARY 7, 2024

Intercom’s pricing starts at $39 per seat / per month for the essential plan, but it doesn’t offer the same features as the advanced and expert plans. Intercom does offer a 14-day free plan, but with paid plans, each additional feature should justify the extra cost.

Omni-Channel 97

Omni-Channel Self Service e-support Knowledge Base 97

Calabrio

JUNE 21, 2021

We’ve equally tried to keep the team rooted to a sense of individual and corporate direction with our annual kick off, transparency about the 2021 vision and a unified, cross-team plan book. We also supported our employee’s wellness, offering virtual yoga sessions and a Calm app subscription for all employees. .

Culture 246

Culture Groups Connections Engagement 246

Pretium Solutions

JUNE 12, 2023

The annual wage increase and your business As you may have heard, there are big changes coming soon to minimum wages. Find out what you need to know as a business owner and get your action plan in place. Every year, the Fair Work Commission (FWC) does an Annual Wage Review. This will have a flow-on affect to all businesses.

Hospitality 52

Hospitality Retail Financial Industry 52

Uniphore

JANUARY 21, 2022

According to a Forrester survey, 17 of the largest healthcare plans have an industry average score of 70.2 The same survey revealed that 34 percent of patients with the freedom to choose their own plans said they would switch based on a bad experience. And patient satisfaction counts. out of 100. That’s a serious improvement.

Healthcare 147

Healthcare Net Promoter Score Call Flow Self Service 147

Integrity Solutions

APRIL 23, 2024

High-performing Sales organizations go beyond hiring for “measurables” and have well thought out plans, processes, coaching and salesperson development strategies in place. The annual NFL Draft is always full of intrigue for many reasons. They have plan in place for new TEAM members.

Culture 60

Culture Sales Leadership CRM 60

Kapta Customer Success

MARCH 14, 2022

But taking the time to evaluate your key account management team's processes and systems can pay dividends when it comes to beating your quarterly and annual goals. Key accounts require a personalized approach, with customized services, outputs, and plans.

System 98

System Meeting Customer Service Management 98

Forrester's Customer Insights

JUNE 27, 2022

Annual marketing planning is tricky on a number of fronts, and in this blog post series, I’ve addressed a few of the main challenges that B2B marketing leaders face. In the first post, I shared an outline of a marketing planning process.

B2B 47

B2B Marketing Strategy 47

SurveySensum

FEBRUARY 23, 2024

Unlike those long annual surveys that feel more like a marathon than a conversation, pulse surveys are quick, concise, and oh-so-effective. But how is it different from the annual employee engagement survey you receive? How is a Pulse Survey Different From An Annual Employee Engagement Survey? Now, what is a pulse survey?

Employee Engagement 52

Employee Engagement Survey Engagement Feedback 52

delighted

APRIL 1, 2024

Without evidence of what worked and what didn’t at your event, it’s much more difficult to plan future events that your stakeholders want to attend. Asking questions about every attendee touchpoint can help you pinpoint what’s working and what’s not in your event planning, marketing, and management processes. Where are you located?

Survey 100

Survey Feedback Conference Net Promoter Score 100

ChurnZero

OCTOBER 5, 2021

Last week we had the much anticipated opportunity to sponsor, attend, and speak at the in-person 2021 SaaStr Annual conference. Are your compensation plans setting your business up for longer-term success or subscription contraction? He attributes this to outdated comp plans and says it leads to revenue contraction.

Customer Success 95

Customer Success Conference B2B Sales 95

CustomerSuccessBox

MARCH 29, 2022

The term Annual Contract Value is abbreviated as ACV. What is Annual Contract Value (ACV)? The average annual revenue contributed by the customer over a contract is exclusive of the one-time fees. The average annual revenue contributed by the customer over a contract is exclusive of the one-time fees. ACV and CAC.

Effort Score 52

Effort Score Metrics Customer Retention Sales 52

ChurnZero

SEPTEMBER 8, 2021

For those of us who are excited to interact with their colleagues again and learn from industry and Customer Success experts in a conference setting, we have compiled this list of the top three in-person events that are happening for you to consider making plans to attend before the end of this year. Register for SaaStr Annual 2021 here. .

Conference 95

Conference Leadership Industry Customer Success 95