customer-success-metrics 
Pink Guava
MARCH 2, 2021
Customer – Vendor relationships are often treated as guarded, professional, and more transactional. Looking at today’s dynamic market behavior and so many options available for anyone to choose from, this belief is sure going to impede your business success.
Gainsight
MARCH 3, 2021
I’ve hosted get-togethers with Customer Success executives nearly every month for the past 8 years. Net dollar retention (NDR) becomes the top SaaS metric , driving companies towards consumption-based pricing and expansion-oriented contracts. As such, we invited Dave to a virtual happy hour with Customer Success executives.
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ReviewTrackers
MARCH 3, 2021
That’s why we came up with this list of key metrics that you might want to look out for and monitor as you work towards establishing and enhancing your presence on the Web. PageRank has always been an important metric for SEO professionals, but if you’re keen on managing your online reputation, you might want to check out your PageRank, too.
Team Support
MARCH 3, 2021
In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.
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Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI? and are excited to help you develop smart and timely CX strategies for a successful 2024.
ClientSuccess
MARCH 2, 2021
This is especially true for Account Executives and Customer Success Managers – two roles that work extremely close with customers (and each other) and tend to be rolled into one when thinking about customer account management . Here are three important differences between CSMs and AEs: 1.
Totango
MARCH 5, 2021
Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. In this exclusive webinar, Diane Magers will guide you through the journey of aligning your customer and employee experience strategy with financial success.
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Verint is named an Exemplary Leader in the 2023 Customer Experience Management Value Index by Ventana Research. In the complex ecosystem of CX tools developed for disparate use cases, metrics, and processes, Verint ranked as Exemplary through thorough analysis of product and customer experience in the Index.
Advertiser: Vanilla Forums
With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Customer Success teams actively track KPIs and metrics that directly align with customer marketing outcomes. How marketing to customers generates revenue.
Speaker: Irit Eizips, CEO, CSM Practice
With many different approaches to measuring performance, organizations must rely on the right metrics to drive the best results for their customers. By the end of this webinar, you will know: Which metrics to track to improve your customer success performance.
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In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Popular customer experience metrics include engagement, Net Promoter Score®, first contact resolution, and retention. What do these metrics have in common? They’re measured at customer touch-points, so they’re lagging indicators: you can’t measure them until after the customer experience.
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Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center.
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When it comes to Voice of the Customer (VOC) programs, B2B organizations are often behind the curve, adopting best practices and innovations more slowly than B2C companies. The result: they achieved a 24-point boost in customer loyalty in just 12 months. The result: they achieved a 24-point boost in customer loyalty in just 12 months.
Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums
How do you encourage your customers to help others? What are the key metrics to measure? They are ready to share the trials and triumphs, and everything in between, on the road to a successful community. How to establish a successful ambassador program. Are you struggling to support your global community?
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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