Gainsight

NOVEMBER 10, 2021

Success metrics have shifted. In SaaS, it’s not enough to measure metrics such as revenue or units sold. Product-led plans make it easier to track and improve these metrics. . By examining your in-product metrics, you can spot these sticky features and pave a clearer path to them. Open the door to sticky features. .

Analytics 52

Analytics How To Handbook User Experience 52

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Comm100

NOVEMBER 5, 2020

There’s one more major benefit of internal knowledge bases that must be accounted for: having a successful agent knowledge base means improving your metrics across the board. You can also perform this audit on your external knowledge base using metrics such as total visits and time spent on page.

Knowledge Base 130

Knowledge Base Omni-Channel Software Policies 130

Gainsight

APRIL 13, 2022

Customer acquisition cost (CAC) is a metric that tells you how much your company is spending to bring in a new customer. As you improve customer engagement and use metrics to reduce retention, you’ll be increasing the amount of money users are handing to your company. What is customer acquisition cost?

Handbook 52

Handbook User Experience eBook Resources 52

Kayako

JULY 6, 2017

In The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the “Nordstrom” of Your Industry, Robert Spector breaks down all of the ways that Nordstrom sets itself apart, and provides guidance for how to tailor it to your own industry. The Customer Support Handbook. Books to develop yourself.

Self Service 93

Self Service Handbook Customer Service Culture 93

Gainsight

MARCH 9, 2020

As the authors of The Customer Success Professional’s Handbook , Ashvin and Ruben are two of the world’s foremost experts on the emerging customer success movement, its role in modern business, and best practices in both strategy and tactics. How have the metrics evolved over the last few years?

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52

Gainsight

NOVEMBER 16, 2021

Additionally, you can use analytics to prove to stakeholders that your flywheel is working, and you can lean on metrics as you chart your product roadmap decisions. . As we mentioned earlier, you can use analytics to understand your users on a deep level and identify the enhancements that will provide the biggest bang for your buck.

Tips 52

Tips Handbook Analytics User Experience 52

Gainsight

AUGUST 5, 2022

While specialized CSMs may be asked to perform different metrics, objectives, and activities based on their industry or company, baseline CS skills have strong commonalities across all business segments. Over the past ten years, the role of Customer Success Manager has evolved and changed as much as the field of SaaS has.

Handbook 59

Handbook Sales Customer Success Customer Journeys 59

Gainsight

JULY 6, 2021

In the introduction of “The Customer Success Professional’s Handbook,” Gainsight’s CEO, Nick Mehta, stated, Companies cemented in the past are still searching for ways to automate the humanity out of customer relationships. We suggest several aspects of best practices for companies when they are first starting their Customer Success Journey.

Handbook 73

Handbook Customer Success Customer Base Technology 73

Hallmark Business Connections

AUGUST 11, 2021

developed a printed Period Handbook for Dads in Sweden. Your goals and measurements will differ from your digital metrics and strategies. Digital channels allow you to conduct A/B tests and study metrics in real-time, allowing you to optimize your content for your audience. Use digital channels as your testing ground.

Marketing 74

Marketing Social Media Omni-Channel Handbook 74

Gainsight

NOVEMBER 10, 2021

Read on for an introductory taste of product-led success and a preview of our in-depth guide, “Product-Led Success: The Professional’s Handbook.”. Product-led strategies use metrics to lay out a clear set of priorities that you can lean on when it comes time to create product roadmap decisions. What is product-led success?

Handbook 52

Handbook Roadmap ROI Strategy 52

Ann Michaels and Associates

OCTOBER 28, 2018

The primary metrics the company correlates with customer service training include client retention, additional service requests by current clients, and client referrals. “We Measurement is foundational to our goal setting and organizational accomplishment. We also conduct client meetings on a weekly basis,” says Jones.

Handbook 61

Handbook Customer Service Training Training Measurement 61

ProProfs Chat

JUNE 30, 2020

The Service Culture Handbook. This customer service culture handbook is a step-by-step guide for its readers to create a customer-focused culture in the company. In a survey, 47% of business owners expressed how customer satisfaction is an important metric to measure success. The Customer Success Professional’s Handbook.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

ShepHyken

NOVEMBER 21, 2016

The NPS Handbook to Analyze the Drivers of Loyalty by CustomerGauge. While the focus is on sales, it emphasizes that the customer experience, overall, is becoming the key performance metric that cannot be ignored. I’m surprised at how many companies have not yet embraced social media for marketing and customer care.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

NobelBiz

FEBRUARY 15, 2023

After reviewing the calls, the team reviews the employee handbook to ensure they’re complying with the standard agents are using. Call calibration sessions A calibration session is an activity used to unify management ratings and metrics. This assessment system includes both inbound and outbound campaigns.

Call Center 52

Call Center How To Handbook Measurement 52

Gainsight

NOVEMBER 23, 2020

Finally, GitLab is a “handbook-first” company with a company-wide commitment to clear documentation and transparency – not only within the company but publicly. The more you can tie to specific business goals or metrics, the better. Jeff is the Senior Manager of Customer Success Operations. .

Customer Success 52

Customer Success Roadmap Handbook Financial 52

ChurnZero

APRIL 1, 2022

According to research shared in “The imposter syndrome handbook” by Raghav Parkash , imposter syndrome crosses gender, racial, and professional boundaries. Sharon shares the traits and varied ways imposter syndrome manifests itself. Imposter syndrome doesn’t discriminate. Are you talking to your customers about the great reshuffling?

Customer Success 98

Customer Success How To Customer Journeys Culture 98

Qualtrics

JULY 23, 2019

Fred Reichheld – Reichheld is a Bain Fellow, an author and speaker on loyalty, and creator of the Net Promoter Score , a common metric used to measure customer loyalty. Follow Dan for curated content about economics and health. ( @danariely). He’s the best-selling author of four books including The Ultimate Question 2.0

Marketing 32

Marketing Handbook Net Promoter Score Entertainment 32

Gainsight

JUNE 11, 2021

Exploring the Connection Between Customer Education & Customer Success co-starring Ruben Rabago, Chief Customer Officer at Intellum and author of “The Customer Success Professional’s Handbook” and Greg Rose, Chief Experience Officer at Intellum. Major Takeaways: “Customer education activates customer success.”

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

Bob Hayes

AUGUST 23, 2015

To summarize your data, you can calculate descriptive statistics of different metrics to understand the shape and form of the distributions (e.g., Also, to uncover relationships among different metrics, you can apply statistical analyses on your metrics (e.g., Handbook of experimental psychology. customer, transaction).

Measurement 40

Measurement Data Handbook Metrics 40

SmartKarrot

MARCH 16, 2021

Measure effectiveness of CSMs by clearly defining operational outcomes, creating a cadence for review with the team, and sharing metrics with the executive team and the broader organization. Manage to production metrics and data-based performance goals. Policy and Procedure, Handbook, and Work Standards writing and development.

Customer Success 10

Customer Success Handbook Case Study Roadmap 10

Qualtrics

DECEMBER 11, 2018

The employee handbook is labeled “Let My People Go Surfing” — that was pretty compelling. It’s also just incredible for business in every metric possible. On why Patagonia is an excellent place to work: Patagonia has been a dream job. To be able to work in a place that so closely aligns with my values is a huge gift for me.

Handbook 54

Handbook Feedback Culture Employee Engagement 54

SmartKarrot

JUNE 10, 2022

Help to create the Volta Customer Success process and handbook. Identify and track metrics around user engagement, to ensure we’re driving user engagement up over time. Work effectively with the electrical engineers to develop best practices for charger infrastructure project management.

Customer Success 3

Customer Success Handbook Customer Journeys NPS 3

delighted

FEBRUARY 22, 2022

To add to these challenges, educational tools like handbooks, seminars, and models that explain how to grow a CX program, or assess your customer experience maturity, don’t really exist. An organization uses one metric to evaluate the customer experience, but findings don’t always make it to the rest of the company to act on.

Customer Experience 86

Customer Experience Net Promoter Score Self Service Handbook 86

Storyminers

JULY 6, 2020

Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. Marsha Collier. Martha Brooke.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Gainsight

MARCH 29, 2022

Instead, product-led growth aims to keep money flowing within your company by boosting long-term metrics, such as net dollar retention. Download our “ Product-Led Success: The Professional’s Handbook ” to learn how to lift your team and organization to a whole new level.

Strategy 98

Strategy Marketing Handbook User Experience 98

Storyminers

JULY 6, 2020

Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. Marsha Collier. Martha Brooke.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Gainsight

NOVEMBER 16, 2021

In addition to laying out clear retention dashboards based on your most important metrics, software also lets you dive into user preferences, behaviors, and habits. . If you want to drive growth through on-premise applications, you need to embrace a proactive approach to retention. PX gives you the tools to both measure and improve retention.

Handbook 52

Handbook Analytics Analysis Software 52

ImprintCX Articles

MARCH 5, 2024

Unfortunately, the CX industry has backed itself into a corner, with too much emphasis on single-number metrics, checklists for implementation, and producing overwhelming amounts of data, and not enough focus on strategic insights and recommendations, deep human understanding, and practical application.

Brands 52

Brands Customer Experience Management Customer Centricity 52

Thematic

JANUARY 27, 2019

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. Improvements in financial metrics. The impact formula we discussed above also works on other metrics, such as financials.

Data 59

Data Customer Service How To Contact Center 59

Help Scout

SEPTEMBER 28, 2021

We use Slab as our internal wiki, so new hires start by using it to complete their new hire checklists and review our employee handbook, which we affectionately call “The Guide to the Galaxy.” Typeform We value and embrace feedback at Help Scout, so asking candidates to share their thoughts on our process is a critical metric for us.

Effort Score 125

Effort Score Multi-Channel Feedback e-support 125

LiveChat

FEBRUARY 15, 2019

Develop a “living” Customer Service Handbook with continuous updates about your newest offerings, a section with unique customer complaints and solutions for them etc. Make sure your handbook is available on your internal Customer Service platform and is easily searchable for specific queries on the fly.

Customer Service 34

Customer Service Handbook Chatbots Customer Service Representative 34

Education Services Group

FEBRUARY 19, 2019

To keep up your business’ momentum and show your customers the ROI that you offer, you need to keep track of your TTV as a key metric. Time to basic value will be the shortest TTV metric that you measure — it’s simply the time it takes for your customer to realize they made the right choice. Why Measuring TTV Matters.

Measurement 40

Measurement Case Study Handbook Software 40

Survicate

MARCH 20, 2019

We took those phrases and made them part of our employee handbooks and marketing. Our metrics are simple – [we] use the smiley face customer satisfaction survey tool and offer fields for further commentary and suggestions”. “Largely good, some not so good. Run NPS surveys. “ We have a mantra.

Tips 85

Tips Customer Centricity Social Media Insurance 85

SurveySensum

JULY 14, 2020

She is also a recognized Training Provider for the CCXP Exam, Author of 6 benchmarking studies and 3 handbooks, Professor at UC Santa Cruz Silicon Valley Extension, and serves on the CXPA Board of Directors. He is the author of three customer service books, including the bestselling The Service Culture Handbook. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Answer Dash

APRIL 16, 2019

A useful analysis among the executive team is to apply lenses of metrics and business value levers to your customer journey map,” suggests Magers. Lynn authored 6 benchmarking studies and 3 CXM handbooks (Amazon). All living systems have dynamic, interdependent components that evolve together to greater maturity levels. “A

Customer Experience 76

Customer Experience Financial Customer Journeys Handbook 76