BlueOcean
OCTOBER 17, 2023
The first mainstream mention of ESG as a concept came from the United Nations in 2004 in their report titled “ Who Cares Wins.” Although they may be committed to equitable and ethical practices, it takes extra resources they don’t have to gather and interpret the data that can actually prove their ESG efforts. Book an appointment here.
Team Support
SEPTEMBER 8, 2020
It is not simply good enough to strive for service level performance targets and high customer satisfaction scores without pursuing an expected positive outcome from these efforts. World-class Support organizations are driven by the results of their efforts and not simply the level of effort.
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Team Support
SEPTEMBER 16, 2020
A Support organization that achieves above average speed of answer, higher than average closure rates, or better than average satisfaction scores cannot claim success from operations unless these efforts translate into a tangible business benefit.
BirdEye
MAY 19, 2023
By analyzing customer survey scores and reading customer comments, these managers can quickly act to resolve customer frustrations. You can also proactively collect feedback by using additional resources, such as a net promoter score survey, also known as an NPS survey, or gathering information from employees working directly with customers.
InteractionMetrics
JUNE 19, 2023
Founded in 2004, Stanford University’s Hasso Plattner Institute of Design broke down Design Thinking into five distinct phases: Empathize : Understand your customer. Sometimes called brainstorming, this inventive step is a team effort and aims to identify a few strong solutions to the problem defined in Step 2.
ijgolding
NOVEMBER 17, 2016
Senior management wanted to outsource the function but when the outsourcer wouldn’t sign up to a KPI that targeted them with maintaining a 95% “satisfied or very satisfied” CSAT score (which is the figure the Helpdesk was consistently achieving at the time), management quickly changed their minds!
Amity
MARCH 26, 2018
In 2004, Salesforce came up with the Customer for Life program, and set the foundation for all of the reasons we are so focused on Customer Success today. There are solid ways to mitigate these distractions and interruptions, but it takes some active effort to change and structure your daily workflow to become a more efficient CSM.
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