Lithium

NOVEMBER 1, 2022

Podcast] Diversifying Metrics and the Rise of the Conversation Curator Our guest is none other than Legendary Khoros Titan, Claudius Henrichs, Head of Community at Dataiku brings a wealth of knowledge around how closely related the learning experience, and the community experiences are. They can also create significant value.

Roadmap 52

Roadmap ROI Social Media Contact Center 52

Lithium

DECEMBER 6, 2022

Ad Saves and Ad Video Plays have been added to Analytics Ad Metrics. Khoros Care Customer Feedback Coaching Session Collect feedback from your customers with a high level question NPS or CSAT survey, and report on the results in Khoros Care! Webinars & Events Some event areas are limited to Khoros customers only. Publishing.

Social Media 52

Social Media Roadmap Trends Hospitality 52

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Metrics help separate process that are working from processes that need more fine-tuning.

Metrics 40

Metrics How To Effort Score Customer Success 40

Gainsight

FEBRUARY 20, 2019

Depending upon your company’s product roadmap, you might be shipping and refining new product updates monthly, weekly, or even daily. Scalable, effective product experience execution requires alignment across roles with metrics that hold each stakeholder accountable. Success is measured in renewal rate , NPS , CLV, or retention rate.

Roadmap 45

Roadmap Measurement Training Customer Success 45

ChurnZero

AUGUST 30, 2019

We believe that now more than ever it’s imperative that corporate leaders set a high standard in their commitment to Customer Success, and this one metric (churn) is essential to any growing SaaS organization. Pay Attention to Net Promoter Score (NPS). From @jasonlk ‘s playbook for going from $1m to $10M, make NPS a top 3 goal.

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

SurveySensum

OCTOBER 5, 2020

In the above typical B2B SaaS customer journey, a customer attends your webinar and finds out about your product. Throughout this customer journey, you’ll gather customer feedback from every stage using CSAT, CES, and NPS surveys depending on each touchpoint. . Now, what are CSAT, CES, and NPS Survey? NPS Survey.

Customer Journeys 52

Customer Journeys B2B Survey Net Promoter Score 52

inmoment

JUNE 1, 2020

We’ve seen Australian brands turn off their VoC programs after seeing NPS scores drop. These kinds of actionable insights will inform your business roadmap and propel your brand forward. In essence, the very premise of NPS attempts to reduce the human experience to a simplified number.

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

Amity

OCTOBER 12, 2017

Creating a standardized onboarding process for new team members that is metrics driven. Best practice webinars. Net Promoter Score (NPS) surveys. Cross-functional initiatives such as CS/Product collaboration on the product roadmap. ” Creating a standardized hiring process for your Customer Success team.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

Wootric CX Blog

DECEMBER 9, 2020

During the webinar, he laid out planning elements you need to consider when building your CX program. It would gather NPS, CSAT, and Customer Effort Score (CES) feedback from all relevant customer touchpoints, analyze that feedback and turn it into an actionable experience strategy. . Product Roadmaps and UX Design.

Banking 52

Banking How To Effort Score Culture 52

ChurnZero

AUGUST 23, 2019

To talk about this newer role and shed some light on the evolution of Customer Success Operations and how it can impact SaaS businesses, we hosted a well-attended webinar earlier this week with Jason Conrad from the Customer Imperative. What types of metrics should this role be responsible for. I would not tie anybody’s pay to NPS.

NPS 40

NPS Customer Success Effort Score Sales 40

CSM Practice

JANUARY 1, 2017

The Customer Success Manager’s role is expected to proactively reach out to customers, develop a relationship and use the SaaS usage metrics available to watch for movements in customer health. The challenge was to find a metric that we can track and show the client that without our product.

Customer Success 58

Customer Success Metrics e-support Customers 58

Amity

OCTOBER 12, 2017

Creating a standardized onboarding process for new team members that is metrics driven. Best practice webinars. Net Promoter Score (NPS) surveys. Cross-functional initiatives such as CS/Product collaboration on the product roadmap. ” Creating a standardized hiring process for your Customer Success team.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

SurveySensum

FEBRUARY 14, 2024

This can include customer support, tutorials, webinars, and documentation. Easy setup of NPS dashboards for individual departments. Quantitative and Qualitative Feedback : Managers can seek quantitative metrics and qualitative insights on staff members, fostering a comprehensive understanding of their capabilities.

Tools 52

Tools Feedback Analysis Survey 52

SurveySparrow

MARCH 26, 2021

A GTM strategy provides a roadmap for businesses to understand the relevancy and impact of their marketing and sales strategy. Prospects like them should be given case studies, tutorials, webinars, demos, etc. A detailed plan created to launch a product to the market is called a go-to marketing strategy. Winding up. .

Strategy 52

Strategy Marketing Advertising Airlines 52

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.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

CSM Practice

DECEMBER 4, 2020

Now most companies have a health score; Most customer success teams develop a health score and I talk a lot about it in my podcasts and webinars that I do throughout the year, how a customer health score in its designation is a very internal type metric. We went against the NPS for that specific customer. Is my customer healthy?

How To 69

How To NPS Customers Customer Success 69

Thematic

MARCH 29, 2020

The most popular customer feedback surveys are Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys, which are typically sent daily, monthly, quarterly, once or twice a year, depending on how many customers you have and how quickly you iterate. How will you tie customer feedback to those metrics and data sources?

Feedback 111

Feedback How To Analysis e-support 111

ChurnZero

JANUARY 17, 2020

Regardless just remember that there is no one-size-fits-all approach for CS metrics. Here are a few metrics that matter when guiding your clients down their desired path. . This same customer data can prove valuable for both your product and development teams, especially when your team is creating a product roadmap. . . “We

Tips 72

Tips Metrics Customer Success Effort Score 72

ClientSuccess

JULY 1, 2019

CSMs center their careers on these metrics, but it can be difficult to convince other teams across your organization to measure their department’s success this way – and more importantly, align their priorities and metrics. . Finance: Net Promoter Score (NPS) of contract and legal process. associated with this new strategy.

Customer Success 49

Customer Success Company Net Promoter Score How To 49

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Product Adoption roadmap. Key Operational Metrics: Are you on track with your plan? Customer Growth & Expansion.

Customer Success 48

Customer Success Metrics e-support Leadership 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Product Adoption roadmap. Key Operational Metrics: Are you on track with your plan? Customer Growth & Expansion.

Customer Success 48

Customer Success Metrics e-support Leadership 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Product Adoption roadmap. Key Operational Metrics: Are you on track with your plan? Customer Growth & Expansion.

Customer Success 48

Customer Success Metrics e-support Leadership 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Product Adoption roadmap. Key Operational Metrics: Are you on track with your plan? Customer Growth & Expansion.

Customer Success 48

Customer Success Metrics e-support Leadership 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Product Adoption roadmap. Key Operational Metrics: Are you on track with your plan? Customer Growth & Expansion.

Customer Success 48

Customer Success Metrics e-support Leadership 48

Amity

MARCH 19, 2014

Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. Customer Product Adoption roadmap. 4. Key Operational Metrics: Are you on track with your plan? Customer Growth & Expansion.

Customer Success 54

Customer Success Metrics Leadership Customer Satisfaction 54

Amity

OCTOBER 31, 2016

We also publish content and conduct webinars with them, and we use the tools they use, like Marketo. What metrics do you watch closely? The metrics we watch are continuously evolving as a result of the unique nature of our customers, but overall we do tend to watch a lot of metrics. A lot also happens with our sales team.

Customer Success 0

Customer Success Customers Metrics Sales 0

ProProfs Chat

SEPTEMBER 13, 2019

What are the most essential SaaS customer service metrics? Two of the best ways to drive feature adoption are: by educating your customers (either through blog, webinars or any other type of content). We will talk more about goals (and the metrics that define them), later in the article. ?? Net-Promoter Score (NPS).

Customer Service 55

Customer Service Omni-Channel Net Promoter Score Knowledge Base 55

Pointillist

JULY 25, 2018

Success Metrics for the Team Champion – It is important for the champion to understand thoroughly the value of customer journey analytics as an analytics platform and believe that the regular users have built proficiency to use the platform meaningfully on a regular basis. Pick a mix of financial, customer and operational metrics.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43

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. Because it is the true metric by which you measure CS and the value of your business. NDR became the metric of choice over churn and LTV.

Metrics 52

Metrics Customer Success Customer Journeys Measurement 52