Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Customer Onboarding: From Implementation to Time to Value. Customer Experience.

Resources 111

Resources Customer Success eBook Multi-Channel 111

AskNicely

JANUARY 10, 2019

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. Tracking of Customer Experience Metrics Now Required. Five Common Customer Experience Metrics. NPS – Net Promoter Score. What is NPS?

NPS 150

NPS Metrics Effort Score Customer Experience 150

Stella Connect

NOVEMBER 23, 2021

We predict that real-time customer service data and analytics will be a competitive advantage for brands, enabling them to measure customer experience and implement strategies to improve customer service delivery for the metrics that matter most, including customer satisfaction (CSAT) , net promoter score (NPS) , and customer effort score (CES). .

First Call Resolution 52

First Call Resolution Customer Service Effort Score Net Promoter Score 52

Team Support

JUNE 29, 2020

Not only that, because of the high-value nature of B2B customers, missing the signs that a customer may be unhappy or at risk of leaving can prove costly. Sentiment analysis is a commonly used tool by B2B customer support teams and refers to assigning a metric to a piece of text that details how positive or negative that text is.

Analysis 59

Analysis B2B B2C NPS 59

Horizon CX

MARCH 1, 2021

there are four segments that indicate the security of the relationship—Secure, Favorable, Vulnerable, and At-Risk. September 9, 2020. The post ROI and the Secure Customer Index (SCI) appeared first on Horizon CX. When the three factors are indexed on a scale of 0.0 – 1.0, Peter Swaim – V.P. Marketing – HorizonCX, LLC.

ROI 130

ROI Return on Investment Financial Customer Satisfaction 130

C Space

FEBRUARY 2, 2021

Loud and clear our benchmark data shows that brands need to redistribute power to the people that prop up their profits – the community, the customers, the employees. Customers’ relationship with Amazon is an interesting example to look at here. Customer Now 2021. Amazon revenues have soared in lockdown. Methodology.

e-support 52

e-support Brands Government Connections 52

delighted

FEBRUARY 16, 2023

Customer success teams can stay ahead of churn using recurring check-in meetings, asking for feedback across the customer journey, and taking action on that feedback to improve customer relationships. Customer support (or customer service ) involves working on the front lines with customers.

Customer Success 52

Customer Success Net Promoter Score Effort Score Self Service 52

Daniel Group

JANUARY 30, 2020

.” In short, this blog outlines and explains the main reasons to listen to your customers which are to improve your: Products (“Metrics tell you what, but feedback can often tell you how and why.”). ”). ” to give the benefits to your NPS score by providing consistent experiences. . Lynn Daniel.

B2B 52

B2B Conference eBook B2C 52

inmoment

JUNE 1, 2020

Since the pandemic transcended into Australia/New Zealand in early 2020, InMoment’s APAC Sales Director Simon Benns has seen an interesting shift toward an empathy economy. The global pandemic has led to a shifted relationship between businesses and their customers.

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

FEBRUARY 28, 2020

You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points. But, if you’re using digital communication, you have access to all sorts of “marketing” metrics to better understand your customers’ product and communication engagement.

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Customer experience is customers’ realities compared to their expectations.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

SurveySparrow

SEPTEMBER 6, 2019

As a part of the customer experience program, Customer Lifetime Value is one of the key metrics that need to be tracked. It is the measurement of the value a customer brings to your company after the first purchase till the end. Knowing what your customers want will make you take steps that will benefit your enterprise.

Social Media 51

Social Media Effort Score Metrics Customers 51

ChurnZero

JULY 9, 2020

in their article on which emotions make successful customer relationships. Networking events paired with open discussions or learning sessions cultivate community and teachable moments – a strong combination to fortify your relationships. . Demonstrated ROI – does the customer have proven results?

Strategy 64

Strategy Marketing Case Study Effort Score 64

SurveySparrow

AUGUST 23, 2020

The folks at SurveySparrow are here to help you with digital marketing metrics that you need to concentrate on. 10 Digital Marketing Metrics that Matter. We present you with 10 digital marketing metrics that matter: #1 Number of website visitors. It is one of the most popular customer satisfaction metrics on the planet.

Metrics 59

Metrics Marketing Net Promoter Score Effort Score 59

ChurnZero

MARCH 20, 2020

Departments share company-wide goals, but often have differing views on how to achieve them due to isolated focuses, competing priorities, and individual success metrics. They need to analyze and synthesize this behavioral data to uncover trends and anomalies as well as craft a contextual narrative for the customer.

Customer Success 52

Customer Success Customer Centricity Return on Investment eBook 52

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. Customer retention statistics: More than 6 in 10 U.S. No one understands your customer needs better than your customers.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

SurveySparrow

JANUARY 7, 2021

2020 was an eventful year! According to a 2020 study, 71% of respondents reported that if they witness a brand is putting profits first than people, they will lose trust in that brand forever. In the future trust and empathy will be the most important factors to influence customer engagement. billion by 2024.

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

Retently

JULY 11, 2018

In fact, most uses of NPS® nowadays directly refer to NPS2. Customer experience management ( CEM ) is also another way to refer to this methodology. When NPS started being used, the online environment – especially social media – was nowhere close to reaching its full potential. What Is NPS2? Market Dynamics.

NPS 72

NPS Net Promoter Score CEM Social Media 72

Team Support

AUGUST 26, 2020

Next, we explore how to use reporting to determine how happy your customers are and what to do if they’re not. When B2B companies were asked to state the single most exciting opportunity for 2020, the number one response was customer experience (or CX), beating content marketing, video marketing and social!*

Report 98

Report B2B Net Promoter Score Data 98

SmartKarrot

APRIL 24, 2020

Why is Customer Segmentation in SaaS Important? Statistics reveal that 81% of the customers trust their friends and family’s advice for choosing between applications. On the other hand, a report suggests that, in 2020, 86% of the buyers would pay more for better customer experience on an application.

Net Promoter Score 12

Net Promoter Score Effort Score B2C B2B 12

Retently

AUGUST 3, 2023

Starbucks and Apple chose to focus on improving the qualitative metrics (empathy, support, look-and-feel, etc.), and that’s exactly what customers want. In other words, a customer values the experience a lot more than competitive pricing, heavy discounts, or any other marketing incentives.

Customer Experience 147

Customer Experience Net Promoter Score Effort Score Social Media 147

CSM Practice

JUNE 4, 2021

How do you know if your customer success team’s initiatives are truly working and which of them are not? Identifying appropriate metrics and key performance indicators (KPIs) from the get-go will help your high touch customer success team work more efficiently because the goals are clear-cut and measurable. .

Customer Success 52

Customer Success Company Net Promoter Score NPS 52

SurveySensum

AUGUST 26, 2020

Did you know how many CX leaders were able to secure their CX budget in 2020? Link your business metric with your CX goal. The first thing you need to do is to determine the quantitative and qualitative data and directly link your business metric with your CX goal. Customer Lifetime Value. Only one-third!

ROI 98

ROI Effort Score e-support Metrics 98

SurveySparrow

OCTOBER 12, 2020

Here are the top 12 Airtable alternatives to check out in 2020: SurveySparrow. Before we dive deep into the airtable alternatives, let’s take a look at what Airtable offers and why you should consider an Airtable alternative in 2020. But, do you think popularity is the only metric to choose a tool? . Zoho Projects.

CEM 52

CEM Net Promoter Score CRM NPS 52

ClientSuccess

FEBRUARY 1, 2021

As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts. In addition to these intrinsic efforts, many customer success teams are turning to software and technology to help boost the effectiveness of their account management workflows.

Software 104

Software Customer Success Effort Score eBook 104

Gainsight

JUNE 10, 2021

We were incredibly proud of companies who strived to keep customers’ businesses alive in a show of genuinely human-first behavior. The Visionary 2020 Winner: Jamf . Nominated by Ben Michael, Director, Customer Operations, Jamf. Over the past year, PTC leveraged Gainsight to elevate the impact of Customer Success.

Software 52

Software Customer Success NPS Leadership 52

ChurnZero

JANUARY 26, 2021

We will also use the Joint Success Plan to identify our core customer relationships as well as key risks to realizing outcomes. . . Each objective should have at least one Key Result, however it’s not unusual for an objective to have two or three metrics associated with it. Customer Success Around the Web. Key Result.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

Help Scout

JUNE 22, 2021

Here are a few customer service statistics that serve to emphasize just how paramount excellent customer service can be for your bottom line: 68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. billion in 2020. Bain & Company ).

Customer Service 128

Customer Service Social Media Self Service Knowledge Base 128

ClientSuccess

DECEMBER 7, 2020

CSMs have been hard at work managing their customer accounts throughout the tumultuous months 2020 and, in many cases, keeping their organizations afloat until new sales can catch back up. A customer success platform helps manage everything from engagement and adoption metrics to NPS and customer health scores.

Software 65

Software Customer Success eBook Metrics 65

Retently

FEBRUARY 27, 2019

Don’t forget – the longer you can keep a customer, the greater is the provided value during their lifetime relationship with your brand. Here’s where the term customer lifetime value comes forward. What Is Customer Lifetime Value? Customer Lifetime Value. Build Relationships. NPS survey.

Social Media 120

Social Media NPS Omni-Channel Effort Score 120

NobelBiz

AUGUST 23, 2022

Companies have always employed speech analytics in customer interactions to expand their understanding of the Voice of the Customer. This metric has become crucial for customer relationship management, particularly in contact centers. million dollars by 2026. How does speech analytics work?

Call Center 52

Call Center Analytics Contact Center Self Service 52

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. . Customer – CSM relationship . Take a step back and consider what types of situations ( triggers ) can impact your customer relationships.

Tips 72

Tips Metrics Customer Success Effort Score 72

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. 10) Close the Loop with Your Customer Base.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

SurveySensum

OCTOBER 27, 2020

Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. This week, in the SurveySensum CX Thought Leader Series , we had an insightful discussion with her about her Customer Success Journey. About CSM Practice.

Customer Success 59

Customer Success Consulting Chief Customer Officer Customer Centricity 59

Answer Dash

APRIL 17, 2020

Understanding customer experience management Customer experience is the sum total of every interaction a customer has with your business, from seeing your logo on a billboard to humming along to the hold music when they use your contact center. What is customer experience management?

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66