SurveySensum

FEBRUARY 27, 2024

So, with this blog, we will dive deep into strategies, best practices, and insights aimed at creating a thriving and fulfilling work environment for employees and boosting employee experience at all levels. This can include training programs, skill-building workshops, access to educational resources, and opportunities for career advancement.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics. At face value, NPS is a pretty simple metric—one score per customer, one overall score.

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Metrics Measurement Net Promoter Score Customer Service 199

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

Gainsight

JANUARY 6, 2023

We compiled our best product experience resources from last year, including blogs, ebooks, webinars, and more. Three Business Efficiency Metrics Every Product Manager Must Know. Top Ten User Engagement Metrics to Measure Product Performance. We have more information in our Resource Library. Product Adoption.

Resources 52

Resources Roadmap eBook Analytics 52

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. The ClientSuccess CSM From the Trenches Blog Series. We may be biased, but the CSM From the Trenches blog series is one of our favorite recurring content series. The Customer Success Association.

Resources 70

Resources Customer Success Chief Customer Officer Case Study 70

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

Lithium

JANUARY 20, 2022

In recognition of the amazing work you do day-in and day-out with your own communities, we at Khoros have once again gathered up-to-date resources you can use - today, right now - to advance yourself. Read the Community Manager Burnout blog , with some time-management tips that every social media and community manager should know.

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Resources Social Media Case Study Video 52

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 blog tells you about how does the onboarding experience of the customer define the ongoing relationship you have with your customer . This blog shows how the growth of SaaS depends on renewal.

Resources 52

Resources Customer Retention B2B Customer Success 52

Fox Metrics

AUGUST 14, 2020

While there are numerous resources about analytics websites on the internet, it can be overwhelming deciding where to start. That’s why in addition to our blog, we have rounded up the top 14 analytics websites that provide excellent insights, opinions, and latest information that can help you better leverage analytics in your company.

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Analytics Data Social Media Analysis 93

CustomerSuccessBox

MAY 18, 2022

Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Suggested blog : Account Expansion: If You Want To Grow Fast, Do This….

Customer Success 52

Customer Success Case Study Resources Customers 52

CustomerSuccessBox

SEPTEMBER 20, 2021

Let’s look at the top customer success blogs. As well as their actionable customer success platform they provide a widely respected blog. For Entrepreneurs by David Skok is a blog for entrepreneurs that publishes some of the best content on customer success. Intercom Blog. Zendesk Blog. The Picture CS blog.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

BlueOcean

OCTOBER 4, 2023

Customer saves are a key metric, and we outperformed the previous partner, with nearly ten years’ experience under their belt, right out of the gate, realizing a nearly 5% increase in retention during our first quarter in production. The value of that improved metric plays a big role in the client’s bottom line.

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Contact Center Customer Care Average Handle Time Consumers 310

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Customer Success Measurement Financial 52

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. What metrics do investors care about? What metrics do your investors and board care about?

Metrics 98

Metrics Customer Success Engagement Effort Score 98

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. Despite efforts to collect and analyze feedback, employees frequently struggle to pinpoint what affects these metrics. Customers have reported that you need an IT resource on staff or pay a premium to a 3rd party to manage the solution for you.

Self Service 208

Self Service Customer Journeys Analysis Feedback 208

Call Experts

FEBRUARY 18, 2021

Offering outstanding customer support means focusing on a few key metrics. Check out this blog. . You can follow our blog or some of the blogs listed below! Contact Center Blogs to Follow: Telephone Doctor. Contact Center Blogs to Follow: Telephone Doctor. Politeness – greeting, support training, etc.

Contact Center 52

Contact Center Omni-Channel Call Center e-support 52

InMoment XI

JULY 18, 2022

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). . 2: Leveraging Customer Feedback in H.R. .

Feedback 492

Feedback Culture eBook Training 492

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Customer Success Measurement Customers 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Measurement Customer Success Customers 52

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. Blog Posts: Boost Your Customer Retention Strategy. Cultivating a high retention rate will set you up for long-term success.

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 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. Top 5 Customer Success Blog Posts of 2018. Click here to read the blog. Click here to read the blog. How to Calculate 6 Key Customer Success Metrics. Click here to read the blog.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do.

Strategy 232

Strategy How To Wait Times Customer Satisfaction 232

ChurnZero

JUNE 15, 2021

This is a guest blog post by Jeff Galowich, CEO of Blue Horizon Software. In a world seemingly obsessed with hyper-growth, this may sound like heresy, but when evaluating a B2B software-as-a-service (SaaS) company, the most important metric we look at is retention. The Different Types of Retention Metrics.

Metrics 59

Metrics Customer Success Software Customer Satisfaction 59

BlueOcean

MARCH 31, 2022

If you’ve been a reader of Blue Ocean’s blog for any length of time, you probably know we love sports and particularly baseball. When Billy Beane used a highly specialized system of metrics to help his scrappy low-budget Oakland A’s teams compete with juggernauts in the league, the lessons weren’t lost on us.

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Contact Center Sports Conference Resources 296

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. Then, use metrics like churn rate, CSAT, and CVR to gauge which touchpoints are negatively impacting CX.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Grade.us

NOVEMBER 2, 2018

Here are this year's best resources for helping you stay on top of the changes. 2018's Best Social Media Marketing Blogs. These blogs are consistent providers of top-notch social media content. This blog has lots to say about the way emerging technologies are growing, changing, and improving social media marketing.

Social Media 32

Social Media Resources Tools Marketing 32

Centercode

APRIL 16, 2019

What are beta program metrics exactly? I’m sharing this experience (with his blessing) because it provides some insight for other product and program managers who have questions about identifying key beta program metrics. Fun fact: there are a lot of metrics that a beta program can capture (it’s shocking, I know).

Metrics 65

Metrics Net Promoter Score ROI Effort Score 65

BlueOcean

APRIL 24, 2024

Though there are many official guidelines and metrics that can help you assess your outsourcer’s ESG efforts , the first step is simply to start asking questions. It’s important to recognize that composing and implementing ESG standards within any organization is a complex process, requiring tremendous resources and investments.

Contact Center 177

Contact Center Policies Effort Score Government 177

ClearAction

SEPTEMBER 3, 2018

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Traditionally, these metrics have been cost-center oriented , intended to drive efficiency and productivity.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

AWS Machine Learning

OCTOBER 5, 2023

We demonstrate this using an Amazon Comprehend custom classification to build a multi-label custom classification model, and provide guidelines on how to prepare the training dataset and tune the model to meet performance metrics such as accuracy, precision, recall, and F1 score. On the New menu, choose Terminal.

Effort Score 103

Effort Score Analysis Guidelines Training 103

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics.

Metrics 59

Metrics Customer Success e-support Net Promoter Score 59

customer sure

NOVEMBER 11, 2014

In the last few weeks you might have noticed that we’ve changed course on our blog strategy. I want to share with you the reasons why we decided to take the step to change our approach to blogging. Our initial blogging strategy. We wanted to turn our blog into a marketing channel. Or subscribing to the blog.

Strategy 91

Strategy Resources Feedback Metrics 91

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Now’s the time to ensure you will have the right makeup of project management resources to sync up with your own internal team.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

ProProfs Chat

JANUARY 18, 2019

In this blog, we take a look at a few of the most critical help desk metrics. Metric No. #1 Metric No. #2 Metric No. #3 Metric No. #4 Another help desk metric that managers need to look closely is the number of tickets that are not closed. Metric No. #5 Metric No. #6 1 – New Ticket.

Metrics 58

Metrics Wait Times Software Knowledge Base 58

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We even got a shout out from HubSpot as a top blog you should be reading in 2018. As the year comes to a close, we thought we’d offer up a useful roundup of our ten most popular blog posts from the year. Customer Success Metrics that Matter. ChurnZero Resource.

Net Promoter Score 49

Net Promoter Score eBook Social Media Effort Score 49

Bold360

OCTOBER 27, 2016

In a tight space that includes potent competitors like Vine and YouTube, metrics such as this can mean a whole lot when it comes to where companies place their marketing dollars. Inaccurate Customer Service Metrics = A Shaky Foundation. The thing about metrics is that each individual marker on its own is useless.

Metrics 93

Metrics Customer Service Marketing Self Service 93

Thematic

SEPTEMBER 18, 2018

If yes, I’m sure you needed to come up with a rationale on which metrics to choose for this: Is it an all ubiquitous Net Promoter Score (NPS), the traditional customer satisfaction CSAT, or a more recent invention Customer Effort Score (CES)? Is one enough or should you implement several metrics? Why choosing the right metric matters.

Metrics 54

Metrics Net Promoter Score Effort Score Customer Experience 54