ClientSuccess

DECEMBER 21, 2021

However, when it comes to knowing which metrics to track, not all customer success leaders are on the same page. There are widespread metrics like NPS and sentiment and high-level numbers like churn rate and retention rate. Product adoption: this metric tracks how many users at a specific customer are using the product or service.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

CloudCherry

MARCH 14, 2019

On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. Often teams need more resources to analyze and action their data, but budget can be hard to come by. Deep empathy, not stacks of metrics. Get a free demo.

Customer Insights 150

Customer Insights Analytics Airlines Feedback 150

InMoment XI

AUGUST 25, 2023

InMoment recently held a webinar featuring Forrester , an independent, research and advisory firm. Let’s dive into what we covered on our webinar. The scale of your CX program should align with your organization’s resources, goals, and customer base. If your program is too small, it may not move the needle at all.

How To 260

How To ROI Net Promoter Score Measurement 260

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.

Resources 52

Resources Customer Retention B2B Customer Success 52

BlueOcean

NOVEMBER 13, 2023

From AI and VoC to EX and TX, here are some resources to inspire for the new year. With these questions in mind, we present a quick round-up of some trending outsourcing and customer service-related articles, podcasts, and webinars from across the industry. View the complimentary webinar from Gartner here. Piqued your interest?

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

ClientSuccess

NOVEMBER 2, 2020

5 resources to set your CSMs up for success. Luckily for customer success teams, there is no shortage of resources available. There are tons of message boards out there, but this is one that is constantly updated and full of great resources. What other resources does your team use? The Customer Success Association.

Resources 70

Resources Customer Success Chief Customer Officer Case Study 70

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

ChurnZero

FEBRUARY 17, 2021

Here are the top business challenges in descending order for Customer Success professionals according to TSIA, along with some recommend resources to help in each of those areas. TSIA Resource: The State of Customer Success: 2021. ChurnZero Resource: New Manager’s Guide for a Customer Success Strategy Implementation.

Resources 78

Resources Customer Success Tips Analytics 78

Kayako

NOVEMBER 4, 2015

The founders of Sorry ™ will be joining us on November 11 to present a webinar on how to prepare your company to weather a storm of customer complaints. Sign up for the webinar now. If you believe in being up front and not hiding behind canned responses, performance metrics or uptime stats – this webinar is for you.

Communication 120

Communication Banking Metrics Loyalty 120

Gainsight

DECEMBER 2, 2019

Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. It also covers important metrics and best practices for centralizing your entire renewals process.

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 52

ChurnZero

DECEMBER 1, 2020

Webinars are a quick and easy way to find out more about a topic especially if you don’t know where to start. As we have a large library of on-demand webinar content in our Resources center , we often get asked by customers, which ones are the most popular and must-see to get caught up on. How Do You Rank? What’s Next.

Customer Retention 59

Customer Retention Customer Success Loyalty Software 59

ChurnZero

APRIL 18, 2024

Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. Digital circuits are a bit brainier (faster and more reliable with calculations) but it can be a complicated, resource-heavy lift. So, now what?

Interaction 52

Interaction Customer Engagement Engagement Customer Journeys 52

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. How to Calculate 6 Key Customer Success Metrics. This blog post covers the six metrics every Customer Success professional needs to know. Top 5 Customer Success Webinars of 2018.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

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. Indeed, companies in “growth mode” plow enormous resources into their CAC. Metric #2: GRR. Metric #3: NRR. Learn More.

Metrics 52

Metrics Management Measurement Sales 52

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

Lithium

APRIL 2, 2024

RECAP] Khoros Fresh Features Product Release & Roadmap Webinar : The following on-demand Q&A and accompanying resources are intended to summarize recent releases, enhancements, and current plans for Khoros products, functionality, and other services to help you unlock the full power Khoros has to offer.

Roadmap 52

Roadmap Metrics CRM Resources 52

Gainsight

OCTOBER 19, 2021

Here are some steps to ensure you get everything you need to build a well-resourced Customer Success team. Don’t get too caught up focusing on churn metrics, retention numbers, and other standard metrics. Let’s go back to the metrics you outlined in the previous section. Identify the Impact of Your Team.

Resources 52

Resources Customer Success ROI Metrics 52

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. What are the right call center agent performance metrics to monitor?

Metrics 52

Metrics Contact Center Management Call Center 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. Start with this: Don’t Let Your North Star Metric Define You. Product School provide weekly AMAs, resources for career advancement, product launch advice, networking, and more. all-resources.

Resources 80

Resources Management Conference Groups 80

Clarivate

APRIL 3, 2024

Listen to the full panel discussion using the on-demand webinar link here. For more resources on AI in IP view our webinar and special report: Webinar: Is AI the dawn of a new era for IP practitioners? Having the right metrics allows us to have a seat at the table, helping inform the business strategy,” she noted.

Technology 59

Technology Strategy Analytics Government 59

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

Lithium

JUNE 6, 2023

We have lots of resources to help you give your customers the experience they are expecting from you. Khoros Fresh Features Video: Resources and Q&A Learn how you can unlock the full power Khoros has to offer with these videos and resources covering the latest innovations available to you right now. Hello Atlas members!

Video 52

Video Analytics Tips Resources 52

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. Here are some key insights.

Gamification 208

Gamification How To Customer Journeys Omni-Channel 208

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

inQuba

JANUARY 27, 2023

Launch 2023 With our most popular resources from the last year! Download the product paper Boosting Digital Journey Conversion ON-DEMAND WEBINAR Digital executives are driving hard revenue metrics at every step of the journey. Go to the webinar Twenty Years Later, is NPS Still Relevant?

NPS 52

NPS Customer Journeys Banking Metrics 52

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

NOVEMBER 9, 2022

High-performance sales and marketing teams have relied on operations resources for years to streamline operations, optimize workflows, and ensure efficient processes. Operations resources are highly trained professionals who look for every way to improve processes and allow teams to operate on a higher level.

Customer Success 68

Customer Success eBook Resources Metrics 68

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: Net Promoter Score, or NPS, is an established, popular metric for measuring how your customers view your company or product. Success isn’t based on “we think” or “we feel”.

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

Clarivate

MARCH 1, 2023

rankings, maintaining the pace of global engagement, high-impact research and innovation is supported with a metrics dashboard that informs strategic planning and provides ongoing insight into the university’s international activity. Determine where your resources are, including people, software and subscriptions.

How To 98

How To Case Study Metrics Report 98

Clarivate

NOVEMBER 16, 2023

By gleaning insights directly from those on the front lines of research, Clarivate will create ever more effective and relevant research resources. In a forthcoming webinar, we’ll explore the results and provide a unique look at life on the front lines of research. As a network, it’s hard to beat.”

Government 69

Government Exercises Meeting Culture 69

ClientSuccess

AUGUST 3, 2022

No, there are more important metrics to monitor: While the First Contact Resolution Rate may indicate how well your team is providing customer feedback, it does not necessarily reflect the fundamental interactions of a customer success team. This is also a great metric for your support team to monitor. The verdict? Want to learn more?

eBook 79

eBook Metrics Call Center NPS 79

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

Lithium

DECEMBER 5, 2023

This dashboard shows the metrics related to Idea boards and Ideas in the community. Webinars & Events Some event areas are limited to Khoros customers only. Agent assist gives your Care agents the most relevant and helpful resources right at their fingertips, driving agent efficiency and increasing customer satisfaction.

CRM 52

CRM Social Media Video Trends 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

SurveySensum

JANUARY 4, 2024

Let me tell you something straight, NPS is a very important metric when it comes to gauging customer loyalty and boosting retention. Action Taken Understanding that customers were eager for accessible and engaging resources, they alerted their marketing team to create webinars and videos for easy knowledge sharing with their customers.

Analytics 52

Analytics NPS Banking Analysis 52

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

Lithium

AUGUST 3, 2021

Khoros | Twitter Ads Discovery Program We are looking to get your feedback early in the process to ensure that we're building features with your use cases, goals, workflows, and success metrics in mind. Webinars & Events Some event areas are limited to Khoros customers only. Upcoming Webinars. Available On Demand.

Roadmap 52

Roadmap Metrics Government Tips 52