InMoment XI

FEBRUARY 22, 2022

This is specifically relevant when considering translations for global companies. For more information on text analytics, check out this eBook! A solution with real-time analysis, reporting and action. If your text analytics software is missing any of these features, you’ll be starting at a disadvantage.

Analytics 493

Analytics Software Tips eBook 493

Kustomer

JUNE 6, 2023

When it comes to protecting, investing and being responsible for customers’ money, they need to trust in the financial services company. For the complete guide to how CRM software can also help improve your CX, download our latest ebook. Is your company meeting customer expectations?

Financial 98

Financial Company Customer Service Tips 98

InMoment XI

JULY 18, 2022

This keeps employees engaged and aware of what is happening within the company, and helps to inspire them to create great experiences. With InMoment, they are able to show stores how they rank on key metrics such as friendliness and value. For more information on using feedback throughout your organization, read our ebook here!

Feedback 492

Feedback Culture eBook Training 492

ChurnZero

NOVEMBER 9, 2021

Keep reading for our tips on how to improve customer experience at your SaaS company. The onboarding process is the first impression that your SaaS company makes on the customer after they’ve paid for your service. A bad impression of your product or your company might drive them to cancel their subscriptions, or simply not renew.

Company 97

Company Customer Experience Survey Customer Retention 97

Gainsight

APRIL 5, 2022

Multi-product companies are bursting with growth potential. If you aren’t intentional and rooted in a clear strategy, it’s easy to fracture your company, drift into silos, and run into a host of growth challenges. What are some examples of multi-product companies? What are the biggest challenges facing multi-product companies?

Company 52

Company Multi-Channel Roadmap Analytics 52

PeopleMetrics

APRIL 12, 2017

Companies can act on that feedback to forge stronger connections with their customers—based upon individual customer reactions to elements of the customer experience. It's easier to sell a metric to leadership if other high-performing institutions are using it. A metric that everyone understands is a metric that everyone can act on.

Metrics 87

Metrics Customer Experience Banking eBook 87

Topdown

NOVEMBER 29, 2018

We’ve heard time and again from the analysts with whom we engage that most companies are struggling to create a viable CX strategy and need help choosing metrics to measure the business outcomes.

Metrics 48

Metrics Strategy Customer Experience eBook 48

Wootric CX Blog

JULY 5, 2020

Companies like DocuSign, Slack, Zoom, and Hubspot are examples of SaaS companies that are thriving in the End User Era. Customer Experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth.

Metrics 85

Metrics Net Promoter Score Effort Score NPS 85

Gainsight

DECEMBER 4, 2023

Customer Success (CS) is one of the most important growth drivers for any company across the globe. From new SaaS companies to established industries like healthcare, the one thing every organization shares is a need to put the customer first. What metrics should you track? It’s exciting when you think about it.

eBook 52

eBook Metrics Roadmap Healthcare 52

ClientSuccess

JUNE 15, 2021

During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on. When customer success is a company-wide goal, every team should have some visibility into how things progress with customer accounts.

Customer Success 52

Customer Success Company eBook Customer relationships 52

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

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Financial Metrics. Quick Ratio.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? As these cornerstones of a business transform themselves, the company’s culture may follow suit. What Service Level Metrics Are Most Relevant to Your Business Now?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

ChurnZero

NOVEMBER 9, 2021

Keep reading for our tips on how to improve customer experience at your SaaS company. The onboarding process is the first impression that your SaaS company makes on the customer after they’ve paid for your service. A bad impression of your product or your company might drive them to cancel their subscriptions, or simply not renew.

Company 52

Company Customer Experience Survey Customer Retention 52

ClientSuccess

APRIL 30, 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 financial metrics. Customer Success Financial Metrics.

Financial 46

Financial Metrics Customer Success eBook 46

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. The activities in this eBook can be great training materials to improve customer service or morale in your team.

Strategy 225

Strategy Customer Experience How To Effort Score 225

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. These enlightened customers demand a certain quality of interaction and service from your company. Defining metrics and key performance indicators. Customer experience objectives.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

ClientSuccess

OCTOBER 8, 2019

And to get good data, you have to have good metrics in place. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: Net Promoter Score, or NPS, is an established, popular metric for measuring how your customers view your company or product. It’s based on data. 2: Churn Rate.

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

Lumoa

MAY 19, 2022

Through our ecommerce apps ebook, we aim to establish a connection between factors that impact the customer experience and the influence that these variables have on satisfaction levels. This is because consumers evaluate a company’s overall quality, in large part, from its customer service.

Report 208

Report Ecommerce Retail Customer Satisfaction 208

Wootric

JULY 5, 2020

Companies like DocuSign, Slack, Zoom, and Hubspot are examples of SaaS companies that are thriving in the End User Era. Customer Experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth.

Metrics 52

Metrics Net Promoter Score Effort Score NPS 52

NICE inContact

SEPTEMBER 25, 2019

What do companies report after they move their contact center technology to the cloud? We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics. But the good news doesn’t stop there.

Contact Center 136

Contact Center Call Center Omni-Channel eBook 136

Gainsight

SEPTEMBER 12, 2022

When your company is growing, it can be hard to know how to make the right decisions, to maximize outcomes and returns. Jeff shares his unshakable belief that customer service is a force multiplier for your business, and he’s got great advice for companies big and small about how to scale strategically and successfully.

eBook 52

eBook Competitive Advantage Customer Success Metrics 52

ClientSuccess

APRIL 27, 2017

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” Recorded Webinar: The Ultimate Guide for Customer Success SaaS Metrics.

Metrics 41

Metrics Customer Success Culture eBook 41

Uniphore

JUNE 10, 2021

Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. By automating common yet time-consuming, tasks companies can make their existing systems work smarter–no codes required. Getting rid of outdated EX metrics and KPIs. Download eBook.

Call Center 246

Call Center Self Service Contact Center Case Study 246

ClientSuccess

NOVEMBER 1, 2017

Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that matter for product and customer success teams. This webinar will help product and customer success teams, understand which metrics are unique and which are shared. Overlapping metrics between customer success and product.

Metrics 40

Metrics Customer Success eBook Culture 40

Gainsight

JANUARY 6, 2023

According to the report, “Today, the most successful digitally powered B2B companies are built with a combination of product-led growth for acquisition and adoption, customer-led growth for expansion and retention, and community-led growth for advocacy and engagement. Three Business Efficiency Metrics Every Product Manager Must Know.

Resources 52

Resources Roadmap eBook Analytics 52

InMoment XI

JANUARY 2, 2023

And with a few clicks, they can compare your company with your competitor’s offering, and learn how others perceive you. But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. The Three Most Popular CX Metrics. Passives score 7 or 8.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

CSM Magazine

FEBRUARY 11, 2021

New Calabrio ebook provides practical advice and strategies from three award-winning organisations. Insights from these analytics-driven contact centres have been captured in a free to download ebook to help other businesses support different ways of working in turbulent times. Doing business has never been more unpredictable.

Analytics 59

Analytics Net Promoter Score eBook Case Study 59

Team Support

SEPTEMBER 6, 2022

Does the company culture profess a customer-first mentality but then fail to legitimately follow through on it? Firstly, if you claim customer-centricity as a selling point for your company but then fail to actually follow through on that promise, customers will find out. Don’t aim only for better metrics.

Customer Centricity 98

Customer Centricity B2B eBook Culture 98

Experience Matters

APRIL 24, 2015

Here the five most popular posts: Free eBook: The 6 Laws Of Customer Experience (July 2008). Although this eBook was published more than five years ago, it is the most popular content over the previous five years. This eBook has been translated into many languages and downloaded by over 100,000 people across multiple sites.

Customer Journeys 120

Customer Journeys Net Promoter Score eBook NPS 120

Centercode

DECEMBER 22, 2020

Between all the ebooks, reports, webinars, virtual events, and articles we’ve put out in 2020, here are the pieces we think did the best job of helping testing pros succeed in four key areas: increasing efficiency, engaging testers, adapting to changes, and learning from industry leaders. The Tester Engagement Pocket Map.

eBook 75

eBook Case Study ROI Roadmap 75

ClientSuccess

JANUARY 3, 2023

We’ve compiled a checklist of key questions to ask your customer that will provide valuable insights into their expectations, loyalty and satisfaction with your company: 1. By asking this question, you can identify customer preferences and gain valuable insight into what sets your company, product or service apart from other solutions.

Net Promoter Score 81

Net Promoter Score eBook Loyalty Customer Confidence 81

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. Customer data needs to flow to frontline employees and tools, like a company CRM, via an application programming interface (API). The API can serve as a catalyst for automated actions based on metrics like lead score. This is part 3 in a 5-part series.

Data 98

Data Net Promoter Score NPS Effort Score 98

ClientSuccess

JANUARY 11, 2023

Measure customer success metrics for meaningful insights. Companies with great customer success practices take this rule to heart in all aspects of their business, from how they interact with customers to how they design their processes and products. Learn more about building customer loyalty in this ebook.

Customer Success 80

Customer Success eBook Loyalty Conference 80

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Metrics help separate process that are working from processes that need more fine-tuning.

Metrics 40

Metrics How To Effort Score Customer Success 40

Lithium

AUGUST 12, 2021

In our new ebook, From team to COE: Why CX teams struggle , and how to fix it , we provide actionable steps for how CX leaders can overcome the top three internal obstacles to create a unified view of the customer, drive cross-departmental action and connect CX program outcomes to ROI. But those metrics mean nothing to the C-suite.

Average Handle Time 52

Average Handle Time How To eBook Contact Center 52

Gainsight

JULY 12, 2023

By envisioning and executing strategic objectives, you will contribute to our mission of delivering exceptional customer success experiences and driving our company’s growth. Collaborate cross-functionally with Sales, Product, Marketing, and other teams to align customer success objectives with overall company goals.

eBook 52

eBook Leadership Omni-Channel Innovation 52