ClientSuccess

MAY 10, 2022

The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. This includes the initial contract, of course, and any upsells, expansions, and renewals that may occur. eBook: Ultimate Guide to Customer Success Metrics.

How To 59

How To Metrics Case Study eBook 59

InteractionMetrics

JANUARY 26, 2024

Martha briefly touches on how Interaction Metrics measures and improves the customer experience; then, Jason narrows in on call center training. Case Study Explored: Martha and Jason dissect a distribution company that sought to improve its inside sales customer service. Get in touch !

Call Center 52

Call Center Training Metrics Case Study 52

Totango

MAY 5, 2021

Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. There are a variety of surveys and metrics you can use to measure these different elements. Asking promoters to participate in a case study, serve as a reference, or speak at an event.

Measurement 118

Measurement Effort Score Customer Experience Data 118

Experience Investigators by 360Connext

JULY 28, 2020

Consider this case study: For more than three decades the Business Roundtable , the association of CEO’s from America’s leading companies, had encouraged corporate leaders to consider the goals of their businesses to be focused squarely on shareholder value. CX leaders must understand what metrics matter at their company.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Totango

MARCH 5, 2021

It’s an invaluable metric and, with this data in hand, you can spot any problems and work on keeping your customers satisfied in the long run. First , actively monitoring your CRR provides you with an objective metric to measure the effectiveness of your customer retention strategy. Let’s say you started the month with 200 customers.

Customer Retention 85

Customer Retention How To Net Promoter Score Effort Score 85

CustomerSuccessBox

MAY 9, 2022

Customer success metrics you should track. This could take the shape of in-platform pop-ups, asset, and documentation reviews, or, of course, direct consumer survey replies, depending on your company. We go in deeper depth about customer success metrics in this article. Metrics for success that are more advanced.

Customer Success 52

Customer Success Net Promoter Score How To Metrics 52

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? Call Center Analytics : If reporting is the compass, then analytics is the sextant, enabling navigators to chart a course towards future destinations.

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Education Services Group

NOVEMBER 22, 2021

Key metrics to Include in a customer health score. Health scores can also easily enable CSMs to identify their most successful customers — the ones who are most likely to be open to upsell conversations and the most willing to become customer references, provide testimonials, or participate in case studies. Let’s dive in.

How To 52

How To Metrics Knowledge Base Customer Success 52

InteractionMetrics

JUNE 21, 2023

Our next B2B Customer Experience roundtable on June 27 will cover an AI Case Study with special guests Leslie Pagel and Lynn Dumas. Of course, those conversations are impossible if the customer chooses to give feedback anonymously — hence Markey’s position that anonymity is counterproductive. Register here !

Survey 52

Survey B2B Feedback NPS 52

Totango

OCTOBER 20, 2020

Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. There are a variety of surveys and metrics you can use to measure these different elements. Asking promoters to participate in a case study, serve as a reference, or speak at an event.

Measurement 84

Measurement Effort Score Customer Experience Data 84

Gainsight

AUGUST 29, 2021

In fact, by making customer success an enterprise-wide priority, the entire company benefits—along with your customers, of course! By making customer success an enterprise-wide priority, the entire company benefits (along with your customers, of course!). Customer sentiment or the Net Promoter Score (NPS).

Customer Success 52

Customer Success Marketing Net Promoter Score Case Study 52

Lithium

AUGUST 3, 2022

He has worked on various campaigns for various firms, from New Media Strategies to Edelman to working on the affordable care act over the course of 15 years. I think a lot of people tend to look at what they want to be able to touch and feel, and you want easily quantifiable metrics. Case Study | Khoros. Parker Hicks.

ROI 52

ROI Marketing Social Media Advertising 52

TechSee

JUNE 11, 2019

Focusing on one metric would often harm others. All metrics progress simultaneously, reinventing contact center culture and improving the bottom line, thanks to significant cost savings and higher customer retention. For years, companies have battled to strike the right balance between customer service KPIs.

Self Service 117

Self Service Technology Customer Service Contact Center 117

Education Services Group

JULY 5, 2023

Customer Success leaders know they need to prove their team’s impact on metrics like Net Revenue Retention (NRR). Of course, there are many ways to integrate growth targets into the CSM role. Pass these leads to Marketing for case studies, testimonials, referrals, and other fun stuff that makes their lives easier.

Customer Journeys 52

Customer Journeys Loyalty Touchpoint Customer Success 52

Lithium

JUNE 11, 2019

Please see below for the full course descriptions and other important details. Description: This course introduces users to the Community Admin—the control center for configuring the primary settings and performing ongoing administration. Measurement through Metrics and Lithium Social Intelligence (LSI). Permissions and roles.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Please see below for the full course descriptions and other important details. Description: This course introduces users to the Community Admin—the control center for configuring the primary settings and performing ongoing administration. Measurement through Metrics and Lithium Social Intelligence (LSI). Permissions and roles.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Please see below for the full course descriptions and other important details. Description: This course introduces users to the Community Admin—the control center for configuring the primary settings and performing ongoing administration. Measurement through Metrics and Lithium Social Intelligence (LSI). Permissions and roles.

Social Media 40

Social Media Case Study ROI Course 40

Oracle

MARCH 29, 2021

“My course doesn’t have enough registrations. Share blog posts, webinars, reports, and case studies that reinforce the kind of email marketing program you want to be a part of. Take the time to share your successes, focusing on the business metrics your company cares about, like revenue and retention.

Marketing 108

Marketing Case Study Omni-Channel Advertising 108

Lithium

JUNE 27, 2022

Unlike the more traditional social media channels, what is required to read TikTok's metrics goes far beyond Twitter or any Meta social channels. This post is doing well according to traditional success metrics. If you need a crash course into TikTok for brands, take a look at our TikTok guide for brands.

Analytics 52

Analytics Engagement Social Media Video 52

Confirmit

SEPTEMBER 11, 2017

Last week, we shared a case study about one of our most successful clients, RS Components who are doing some seriously impressive things with a large, multi-lingual, multi-country CX program. Which brings me neatly onto our featured customer case study for this week. Take a look at the case study to find out more.

Case Study 40

Case Study Social Media Analytics Study 40

Confirmit

SEPTEMBER 11, 2017

Last week, we shared a case study about one of our most successful clients, RS Components who are doing some seriously impressive things with a large, multi-lingual, multi-country CX program. Which brings me neatly onto our featured customer case study for this week. Take a look at the case study to find out more.

Case Study 40

Case Study Social Media Analytics Study 40

CustomerSuccessBox

MAY 24, 2022

Which are the KPIs and metrics that you want to measure? Relevant metrics and KPIs are critical to your and your customer’s success. Yet, understanding those metrics is not easy. The Customer Health Score template gives you a good understanding of these metrics and how to calculate them. Don’t forget to ask the ‘why’s’.

Effort Score 52

Effort Score Financial Metrics Measurement 52

Customer Bliss

FEBRUARY 16, 2017

And it drove all key metrics for employees, which helped NYPL overall. “Keystone moments:” Consider this, from a Forbes case study: Aviva ’s continual challenge is to figure out how to be more efficient. The other big one here is “respect” and “face-to-face communication,” of course.

Employee Engagement 175

Employee Engagement Case Study Hotels Engagement 175

Maz Iqbal

SEPTEMBER 17, 2014

Two, they put the receptionists through a soft skills training course to improve their communication and guest engagement. Yet, they did not do so due to the silo based performance metrics to which they were held accountable – productivity in cleaning rooms. So what did the hotel management do? Three things. Did it work?

Customer Centricity 100

Customer Centricity Hotels Case Study Customer Satisfaction 100

NetBase

OCTOBER 17, 2018

So how do you measure such a crucial metric effectively? Of course, this is not the only metric that matters. It’s working for Louis Vuitton – check out the full case study to learn more. Social Media Metrics You Need To Master: Get More From Your Analytics. Status is everything for luxury brands.

Analytics 52

Analytics Apparel Case Study Social Media 52

Beyond Philosophy

JANUARY 2, 2019

You could send them examples of what other organizations have done, case studies with results that show how improving Customer Experience increased revenues. They can tell you, of course, it just might not be what they really want. Send people to training courses. You could invite them to a conference. Pick one. (If

Net Promoter Score 156

Net Promoter Score Customer Experience Effort Score Hospitality 156

Beyond Philosophy

JULY 17, 2017

At Beyond Philosophy we use a metric called Emotional Signature to measure a company’s level of engagement with its customers. This is pretty much par for the course for telecoms, which I’m sorry to say have consistently pursued a “customer experience” philosophy of improving their technology while cutting customer service costs.

Technology 132

Technology Touchpoint Case Study Consulting 132

CustomerSuccessBox

MARCH 10, 2022

Of course, another serious alert is when they are facing the issue, and is expected of the client success manager to help them ease it. For customer advocacy, write case studies, and ask for referrals! It is now possible to see customer health scores that are customized to track metrics that resonate with their goals.

Management 52

Management Customer Retention Case Study Customer Success 52

Magellan Solutions

JUNE 3, 2021

Asking these questions will help you set measurable metrics applicable to your business. . These are reporting and mid-course corrections. . This is a general metric for B2B telemarketing providers to measure success rate. This is one of the most important metrics there is. For Mid-course corrections: . SPH = x no.

B2B 52

B2B ROI Course Metrics 52

SmartKarrot

JUNE 23, 2023

To encourage customers to promote Searchspring, identify chances for testimonials, case studies, and G2 crowd evaluations. Complete technical training is offered online through Profisee AcademyTM courses. Maintain customer metrics in accordance with goals, including usage information, health indicators, and renewal dates.

Customer Success 19

Customer Success Self Service Case Study Consulting 19

CustomerSuccessBox

MAY 30, 2022

She instantly thinks about Mr. X, who has been the focus of numerous previous case studies and whose product usage has been positive. To identify a watermelon customer, the metric that would help you the most is instead the Customer Intent Score. She is sure that he will accept her invitation. But what does it tell?

Customer Success 52

Customer Success Case Study Customers Data 52

Optimove

MAY 28, 2020

To answer that question, you can check some of the logos in our clients section or read some of their case studies. For years marketers have known that channel metrics aren’t a precursor of success, yet many still speak about them as part of their goals. Who did we survey? First things first, who are Optimove’s clients?

Case Study 52

Case Study NPS CRM Survey 52

Amity

APRIL 3, 2017

As with anything, you need to look at what’s right for your business, team, and customer base, but here are some core metrics and data points that if you are not already tracking, you should be! As you are about to get a lot of metrics thrown at you, I have broken this out into three buckets: The obvious. The kind of obvious.

Measurement 70

Measurement Effort Score Case Study Net Promoter Score 70

Totango

APRIL 9, 2019

It’s an invaluable metric and, with this data in hand, you can spot any problems and work on keeping your customers satisfied in the long run. Of course, we’d all love to see a CRR of 100%, but remember that this may not be realistic. How to Calculate Your Customer Retention Rate. Multiply the resulting number by 100.

Customer Retention 72

Customer Retention How To Effort Score Case Study 72

Confirmit

FEBRUARY 27, 2020

In this age of metrics run rampant, is it possible to even measure passion? So, in honor of Confirmit’s ACE Awards , where we celebrate the best of our clients’ achievements, let’s think about the things that can help turn one case study into a winner. I suspect you don’t want me to. But passionate?

Tips 52

Tips Case Study Lifetime Customer Analysis 52

ChurnZero

JULY 9, 2020

Moderators keep their eyes on the road (and clock) to make sure speakers don’t veer the discussion too far off course, get stuck in a tangent, or miss a main point. Celebrate (and Capitalize) on Success With Case Studies. Because prospects don’t care about them, or your product for that matter.

Strategy 64

Strategy Marketing Case Study Effort Score 64

Totango

OCTOBER 13, 2020

You can activate word-of-mouth recommendations by turning customers into advocates , and display their advocacy through case studies published on your website, reference calls, or testimonials from clients included in webinars. Customers who become advocates stimulate enterprise growth and drive value.

Strategy 62

Strategy Effort Score B2B Customer Success 62