Gainsight

JANUARY 6, 2023

We compiled our best product experience resources from last year, including blogs, ebooks, webinars, and more. Three Business Efficiency Metrics Every Product Manager Must Know. Five Tracking Measurements to Help Build a Better Data-Driven Product Roadmap. Top Ten User Engagement Metrics to Measure Product Performance.

Resources 52

Resources Roadmap eBook Analytics 52

CustomerSuccessBox

JUNE 18, 2021

In this article, we collate blogs and webinars from CustomerSuccessBox which will help you as an extensive guide for customer success. The webinar focuses on how to design the customer success strategy that is right for your SaaS company and how to operationalize, scale and automate that strategy through technology. Customer Churn.

Resources 52

Resources Customer Retention B2B Customer Success 52

NobelBiz

SEPTEMBER 12, 2023

For call centers, metrics provide insights that shape strategies and determine operational efficiency. Among these metrics, the “Talk” metric stands out as a vital instrument. Understanding the Average Talk Time metric Average Talk Time represents the actual duration an agent spends conversing with a customer.

Call Center 52

Call Center Metrics Contact Center Customer Satisfaction 52

Beyond Philosophy

AUGUST 23, 2017

Many organizations measure their Customer Experience (CX) in the wrong way. It is how you measure it and it’s one of the fundamental failures of many CX programs. Measuring is a critical part of any effort to quantify progress (or failures) when you have a goal of improving your CX. How does one measure a concept?

Measurement 132

Measurement Loyalty How To Metrics 132

ClientSuccess

JULY 20, 2021

It can be markedly more expensive to find new customers rather than keeping existing ones, not to mention taxing on internal resources. At their core, net retention rates help measure precisely how profitable – and scalable – a business is by tracking how many customers come back every year and how much they’re spending.

Measurement 69

Measurement Customer Retention eBook Resources 69

Gainsight

NOVEMBER 21, 2022

Master These Metrics . To these ends, here are three metrics that every SaaS PM must know as readily as they do the emoji panel in their Slack channels: Metric #1: CAC. A common way to measure it is the CAC payback period—how long it takes for the customer to pay you enough to cover the money you spent to acquire the customer.

Metrics 52

Metrics Management Measurement Sales 52

Beyond Philosophy

SEPTEMBER 6, 2017

When you are improving your Customer Experience (CX), measuring your progress is crucial. Measurement tells you what you are doing right and, perhaps more importantly, what you are doing wrong. It also helps you allocate proper resources. We find that many organizations measure performance in sales growth or stock price.

Measurement 121

Measurement Effort Score Consulting Analysis 121

Lumoa

FEBRUARY 14, 2024

Even so, devoting time and resources to planning your CX strategy is worth the investment because giving your customers sub-par experiences is one of the most effective ways to drive them away. Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Lumoa

FEBRUARY 21, 2023

In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that. Focusing Heavily on Metrics The first sign that a VoC program is losing momentum is when it becomes just another way to measure and report performance metrics.

Gamification 208

Gamification How To Customer Journeys Omni-Channel 208

Help Scout

SEPTEMBER 7, 2021

In this post, we’re going to explore the critical difference between customer satisfaction and customer service quality, and then we’ll show you, step-by-step, how to build an effective system for measuring the quality of the service experience you are delivering to your customers. Step 1: Define customer service quality for your company.

Measurement 116

Measurement Tools Customer Service How To 116

Vonage

JANUARY 5, 2016

Metrics, metrics, metrics! Businesses today firmly believe that you can’t manage what you can’t measure. But for some contact centers, what to manage and what to measure are giant question marks. . Art suggests creating a hierarchy and aligning each metric with a strategy. Interested in some more insights?

Measurement 96

Measurement Sales Contact Center Metrics 96

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. Measurable: We must guarantee that the goal can be quantified.

Metrics 52

Metrics Contact Center Management Call Center 52

NobelBiz

FEBRUARY 27, 2024

Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Gainsight

JULY 10, 2023

If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start. AuditBoard remains committed to offering scaled resources.

Self Service 52

Self Service How To Roadmap ROI 52

Gainsight

NOVEMBER 20, 2019

Think of this guide as your black pepper—it will optimize the absorption of insights from the rest of the resources on this list. A comprehensive guide for delivering personalized product experiences, measuring their success, and iterating on them to create best-in-class experiences. all-resources. Blogs for Product Managers.

Resources 80

Resources Management Conference Groups 80

ChurnZero

MAY 25, 2023

They rely on forecasts to secure funding and allocated resources. Metrics for forecasting renewals, upsells and downsells While customer renewals are typically measured with a distinct set of metrics—it’s important for CS leaders and CSMs to also have a grasp of a broader set of revenue metrics. Renewal forecast.

Customer Success 97

Customer Success Metrics Software Customers 97

ClientSuccess

AUGUST 3, 2022

Traditionally used more in call centers and on support teams, First Contact Resolution Rate measures the overall percentage of customer questions that are resolved (aka answered or solved) during that initial customer interaction. This is also a great metric for your support team to monitor. What is a First Contact Resolution Rate?

eBook 79

eBook Metrics Call Center NPS 79

InMoment XI

DECEMBER 30, 2021

It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars. For example: Q: What Metrics Can You Use to Determine Industry and Organizational Maturity? What are you doing with it?

Strategy 493

Strategy Touchpoint Metrics Customer Journeys 493

ClientSuccess

JULY 26, 2022

As a CSM, you work with qualitative and quantitative data when tracking customer success metrics. While looking at your platform usage rates, log-in numbers, and other on-platform data is a great start, you should also ensure you’re asking measurable quantitative questions in your customer conversations. Want to learn more?

eBook 77

eBook Metrics NPS Measurement 77

NICE inContact

OCTOBER 10, 2018

Our recent CX Grand Slam Webinar Series is a four-part event loaded with insights from industry experts. As a follow up, Mr. Brown has provided input into the following Questions and Answers: 1) Please translate the “Metrics” acronyms – CES, NPS, Churn Rate, LTV and EX, and how these help lead to continual improvement.

Contact Center 120

Contact Center Net Promoter Score Effort Score NPS 120

NobelBiz

JANUARY 10, 2022

This entails creating a CRM report that incorporates critical performance metrics, functions and client data. The activation rate is a highly important commercial metric for evaluating the effectiveness of your lead nurturing efforts (emailing, phone calls, prospect follow-up, etc.).

Contact Center 52

Contact Center CRM Measurement Contact Center Software 52

Solvvy

SEPTEMBER 7, 2022

>>Watch the replay of the webinar here.<< What tends to surprise support leaders and executives—high-quality customer coverage that’s “always-on” is cost-effective and doesn’t require expensive development resources. >>Watch the replay of the webinar here.<<

Self Service 106

Self Service Customers Brands Customer Expectations 106

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: At first glance, it might seem like customer retention rate and churn rate are an inverse proportion and therefore you don’t need to measure both. It’s based on data.

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

ClientSuccess

MARCH 1, 2022

Put metrics in place that you can start tracking on day one. Get started on the right foot by putting metrics in place you can start tracking on day one of onboarding. Webinar: How to Speed Up Onboarding, Reduce Churn, & Drive Sales/Success Alignment. How is your team onboarding new customers?

Metrics 76

Metrics Sales Customers Customer Journeys 76

SurveySparrow

APRIL 28, 2023

So with their help, in this article we will: Define Product Qualified Leads (PQLs) Learn how they differ from other types of leads See how to identify a PQL Learn how to nurture a PQL Explore 7 tactics to convert PQLs into paying customers List the key metrics for measuring the success of your PQL strategy What are product-qualified leads?

Case Study 52

Case Study How To Effort Score Metrics 52

CloudCherry

FEBRUARY 11, 2019

This was a short webinar that went on for about 45 minutes and the majority of the issues presented by the speakers and the questions raised by the host revolved around ‘Member experience challenges’ and how to create solutions for the current year- 2019. ” NPS & Other Metrics. CX is an immature and growing field.

Customer Journeys 150

Customer Journeys Net Promoter Score NPS Survey 150

ClientSuccess

APRIL 12, 2022

A Customer Effort Score, like most customer success metrics, involves multiple different data points. One of the easiest ways to measure customer effort is to simply ask. The number of touchpoints it takes for a customer to have a question answered or to schedule a meeting with an internal resource. Want to learn more?

Effort Score 52

Effort Score NPS Touchpoint Metrics 52

ClientSuccess

SEPTEMBER 13, 2022

From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. This metric measures the time it takes for a new customer to complete the onboarding process. Toolkit: Customer Success Metrics Toolkit.

eBook 76

eBook Metrics NPS Training 76

SurveySensum

JANUARY 4, 2024

The truth is, that NPS holds significant weight in measuring customer loyalty and fortifying retention strategies. Let me tell you something straight, NPS is a very important metric when it comes to gauging customer loyalty and boosting retention. Questions about its relevance and significance echo in boardrooms and strategy sessions.

Analytics 52

Analytics NPS Banking Analysis 52

Feedbackly

OCTOBER 20, 2022

Now, the specialty of Feedbackly is it offers an additional metric exclusive to its users. EVI® aims to measure and analyze customer emotions. You can use the survey at any stage of the customer journey and derive useful correlations by connecting it with other CX metrics.

Feedback 75

Feedback Software Multi-Channel NPS 75

Comm100

JANUARY 17, 2024

The benefits of automation Scalability Automation allows businesses to scale their customer service operations efficiently, handling a larger volume of interactions without a proportional increase in resources. Step 3 – Measure and optimize: Performance analytics: Regularly review the performance of your automation tools.

Customer Service 193

Customer Service Chatbots Technology Interaction 193

Clarivate

APRIL 14, 2024

It can become an onerous distraction: difficult to measure and rarely the main impetus behind research effort. As a result, he was given access to the ‘resources of the city’ – a city that made other military uses of his innovative research, although we weren’t there to check those metrics. In the third century B.C.E.,

Government 59

Government Policies Report Culture 59

ClientSuccess

FEBRUARY 22, 2023

Customer support success is typically measured by the response time, first-call resolution rate, and customer satisfaction scores. The success of customer success is typically measured by metrics such as customer retention rate, upsell/cross-sell revenue, and customer satisfaction scores.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

ClientSuccess

MAY 17, 2022

Whether you are brand new to the customer success scene or have been a customer success professional for years, one metric of success has been on your radar since day one: Net Promoter Score. NPS is a great way to measure customer satisfaction, customer willingness to be part of marketing efforts, and growth potential. NPS benchmarks.

Net Promoter Score 52

Net Promoter Score NPS Customer Success Effort Score 52

Gainsight

SEPTEMBER 14, 2023

On the Grow and Tell Webinar Series , Jackie Liney, Senior Director of Customer Success at XFactor.io , shared the impact her team was able to make by testing, learning, and iterating on their health score model, resulting in a reliable predictor of customer health. Qualitatively, the measure accounts for sentiment and engagement.

Effort Score 52

Effort Score Metrics Trends Measurement 52

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Measure customer success metrics for meaningful insights. Always prioritize the customer’s success over short-term profit margins.

Customer Success 80

Customer Success eBook Loyalty Conference 80

ChurnZero

MARCH 14, 2024

A book shift is a strategic maneuver designed to align resources and responsibilities within a customer success team. Specific, Measurable, Achievable, Relevant, and Time-Bound) goals to ensure that your objectives are attainable. Watch our recent webinar, Lessons from a Big A$$ Book Shift, below. Set S.M.A.R.T.

Customer Success 52

Customer Success eBook Communication Analysis 52