InMoment XI

OCTOBER 10, 2023

What Exactly Are Customer Service Metrics? Customer service metrics are not just numbers on a dashboard; they are the narrative of a customer’s journey with a brand, much like a customer journey map. Consider a customer’s feeling of being valued or their sense of trust in a brand.

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

Wootric CX Blog

MARCH 15, 2020

Here’s a quick guide on how to automate closing the loop on customer feedback. Improve customer experience at customer journey touchpoints. In SaaS, this often means using the all-important NPS survey to gauge overall loyalty and surface any issues that may affect renewal.

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Company e-support How To Chief Customer Officer 125

Amity

OCTOBER 12, 2017

For example, you shouldn’t start making massive technology investments until you have some of the other building blocks in places such as your customer journey and processes. That said, this model doesn’t mean that you don’t start hiring until you’ve fully defined your customer journey. Technology.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

Amity

OCTOBER 12, 2017

For example, you shouldn’t start making massive technology investments until you have some of the other building blocks in places such as your customer journey and processes. That said, this model doesn’t mean that you don’t start hiring until you’ve fully defined your customer journey. Technology.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

SmartKarrot

JULY 16, 2021

Leading, expanding, and mentoring the Customer Success team members by setting the strategy and prioritizing Objectives and Key Results (OKRs); hiring, training, and developing a world-class team. Lead online webinars, consultations, and one-on-one demos to educate customers on the features of the product. Apply here: [link].

Customer Success 10

Customer Success Healthcare Consulting Roadmap 10

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here.

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Contact Center Omni-Channel Multi-Channel Self Service 98

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. If so, you are not alone.

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Customer Journeys Analytics How To Metrics 43

Thematic

MARCH 29, 2020

Customer surveys are useful to keep a pulse on things, to get continuous feedback as you are improving your product, or to quickly get feedback on a specific aspect of your product. If you are in a highly competitive space, companies like ROIRocket provide double-blind NPS surveys via panels to get deeper insights.

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Feedback How To Analysis e-support 111

Gainsight

MAY 3, 2020

Last week we were treated to a lively conversation with Eric de Jager, President at Harbor Products Group, and our very own Tyler McNally, VP of Customer Experience who really proved how vital it is for Product Leaders and Customer Success leaders to partner during these uncertain times. In-App Guides/Survey.

Customer Success 59

Customer Success Customer Experience Roadmap ROI 59

ChurnZero

JANUARY 17, 2020

Factors like usage, account health or their position in the customer journey, enable Plays to target customer contacts with the right messaging at the right time. Rather than waiting to notice a customer in need, Plays automatically assign tasks and deliver emails based on your client’s position in their onboarding process.

Tips 72

Tips Metrics Customer Success Effort Score 72

Amity

OCTOBER 31, 2016

When hiring, I encounter a lot of ex-salespeople who want to see the rest of the customer journey, and I encounter people in tech support who tend to be more reactive than they need to be. We also publish content and conduct webinars with them, and we use the tools they use, like Marketo. A lot also happens with our sales team.

Customer Success 0

Customer Success Customers Metrics Sales 0

Gainsight

JUNE 10, 2021

To create this targeted experience, it’s important to put together a bespoke program that involves multiple channels like email, webinar, and office hours in a way that’s best suited to your users. There is more training for tenured CSMs to drive and outcomes throughout the customer journey by aligning the training to the customer lifecycle.

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Metrics Customer Success Customer Journeys Measurement 52