ClientSuccess

AUGUST 10, 2022

Whether you’re working with large enterprise customers or smaller startups, the metrics you use will be the same. From NPS to churn rates to revenue retention to product usage rates, dozens of metrics can be used to develop KPIs for a customer success team. eBook: Ultimate Guide to Customer Success Metrics.

Customer Success 78

Customer Success NPS eBook Metrics 78

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

Playvox

FEBRUARY 13, 2024

Benefits Of Talent Development Initiatives Professional development and training programs create a culture of learning, which is attractive to top-performers. They’re a smart place to start building a strong culture of learning and increase engagement. Remember to keep it focused on the right metrics.

Contact Center 88

Contact Center Gamification Measurement Training 88

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

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

Team Support

SEPTEMBER 6, 2022

Does the company culture profess a customer-first mentality but then fail to legitimately follow through on it? We’ve established that being customer centric goes far beyond simply declaring it – a business needs to follow a set of tenets for truly creating a customer centric culture. Don’t aim only for better metrics.

Customer Centricity 98

Customer Centricity B2B eBook Culture 98

Comm100

DECEMBER 19, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Defining metrics and key performance indicators. Customer experience will be driven by the customer-centric organizational culture – it’s a win-win situation once you have your program off the ground.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

Comm100

DECEMBER 14, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Clearly defined metrics need to be selected upfront to ensure that the measurement is relevant. Customer experience involves many facets including customers, employees, organizational culture and so forth.

Strategy 225

Strategy Customer Experience How To Effort Score 225

Playvox

JANUARY 30, 2024

Gamification is a strategy that drives motivation and engagement and creates a culture where employees continuously work to achieve the organization’s business objectives and, in turn, get rewarded and recognized. Leverage gamification as a powerful tool to encourage a sense of community and collaboration in your company culture.

Gamification 79

Gamification Contact Center Training Feedback 79

ClientSuccess

JANUARY 4, 2019

The difficulty is that customer health metrics can be spread out across multiple customer systems (ie. In this post, we will cover six customer success health scoring metrics that will help you get started. 6 Customer Success Health Scoring Metrics. Customer Health Score Challenge—Customer Health Data Spread Out. Product Usage.

Metrics 53

Metrics ROI Net Promoter Score NPS 53

ClientSuccess

OCTOBER 25, 2021

Knowing how to identify these indicators, which metrics to track for each, and how to gauge success is critical for any customer success team looking to set themselves up for long-term success. Here, we’ll take a deeper look at the customer success leading indicators discussed in Part 1 to uncover some critical metrics behind each one.

Customer Success 64

Customer Success Metrics eBook Measurement 64

ClientSuccess

FEBRUARY 22, 2023

The success of customer success is typically measured by metrics such as customer retention rate, upsell/cross-sell revenue, and customer satisfaction scores. This can involve training and education on effectively using the product or service, suggesting best practices, and providing guidance on optimizing the customer’s experience.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

ClientSuccess

FEBRUARY 27, 2018

This is a strategy principle we call “Customer Success as a Culture.”. Align Handoffs, Data Collection, and Success Metrics Between Departments. This means outlining clear touchpoints, data, success metrics, and outcomes to collect at each point of the customer lifecycle. Customer Success as a Culture.

Customer Journeys 40

Customer Journeys Metrics Case Study Customer Satisfaction 40

ClientSuccess

OCTOBER 4, 2022

While process improvement solutions make it easier for CSMs to track and manage their workload, customer success-specific platforms are also designed to track detailed data and metrics specific to customer engagement and satisfaction. eBook: Customer Success as a Culture: Customer Success Leaders Edition.

Software 52

Software Customer Success Case Study eBook 52

ClientSuccess

JANUARY 3, 2023

Every business should have an understanding of customers’ needs that not only stays up-to-date with changing preferences but also goes beyond basic metrics such as loyalty and satisfaction. Customer Success as a Culture: Customer Success Leaders Edition. Asking the Right Questions Leads to Happier Customers.

Net Promoter Score 81

Net Promoter Score eBook Loyalty Customer Confidence 81

ClientSuccess

DECEMBER 27, 2022

Utilize analytics and metrics to measure customer success and identify areas for improvement. This process will help make customer success part of the culture and conversations within your business. Customer Success as a Culture: Customer Success Leaders Edition. Good luck with building your customer success journey map!

Customer Journeys 52

Customer Journeys Customer Success Tips eBook 52

ClientSuccess

OCTOBER 16, 2017

When an organization is truly focused on the outcomes and success of customer relationships, it can positively impact a company culture from nearly every angle. Here are 5 reasons why focusing on customer success is imperative for any organization’s company culture: 1. Ultimate Guide to SaaS Customer Success Metrics.

Culture 41

Culture Customer Success Company Customer Journeys 41

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

ClientSuccess

JULY 11, 2017

The real testament to a company’s product, culture, and employees is showcased in the success of its customers. Below we’ll share 5 bulletproof strategies any organization can leverage immediately to build and grow a winning customer success culture from the ground up: 5 Strategies to Build Customer Success as a Company Culture.

Culture 40

Culture Customer Success Strategy eBook 40

Hello Customer

OCTOBER 13, 2021

The reason for this is that many companies, whether or not they like to admit it, are still pretty conservative and stick to traditional business-driving metrics and compartmentalized reporting. building a Voice of the Customer corporate culture around those expectations. Download our eBook: "NPS, CSAT or CES? Social Listening.

Examples 98

Examples Survey Customer Journeys eBook 98

BlueOcean

SEPTEMBER 17, 2020

In your collaborative approach, you’ll be working toward a full training plan that includes voice of the brand and cultural training – and you want trainees to understand how the work they will do fits in to your organizational goals. Learn more by grabbing our free eBook about strategic partnerships here. You deserve it.

Customer Care 156

Customer Care Roadmap Training Call Recording 156

Kustomer

JUNE 6, 2023

For the complete guide to how CRM software can also help improve your CX, download our latest ebook. A CSAT score is one of the most insightful customer service metrics. Making service just as important as sales to your employees’ sense of value to the company sets a workplace culture that selling is not their only goal.

Financial 98

Financial Company Customer Service Tips 98

ClientSuccess

MARCH 2, 2021

CSMs typically gauge success on metrics like usage rates and NPS scores while AEs are driven by bottom-line revenue goals. . While the reporting structure of an AE and a CSM depends on the specific organization, the roles typically leverage department-specific metrics to track success.

Customer Success 62

Customer Success Management eBook Metrics 62

ClientSuccess

OCTOBER 12, 2020

Tracking customer interactions, building dashboards and trend maps of requests, and measuring customer sentiment across different metrics can ensure that CSMs are on top of customer needs at every turn. eBook: 8 Ways To Ensure That Your Startup Is Customer Success Focused.

Customer Success 59

Customer Success Customer Journeys eBook Leadership 59

Playvox

JULY 14, 2023

It’s key to understand the complexities of these metrics to know if they are leading to improved satisfaction or if customers are left feeling rushed and problems are left unresolved. Look at schedule adherence and schedule compliance metrics. This is likely the area where you can make the most significant impact.

Contact Center 74

Contact Center Measurement Call Center How To 74

Confirmit

MAY 16, 2019

This eBook showcases the results of research that was carried out late 2018 by Confirmit and Engage Business Media, gathering views from over 700 CX practitioners around the world to get a clear picture of the environment in which CX is operating. But in all cases, CX professionals view culture as core to a successful program.

eBook 40

eBook Return on Investment Customer Centricity Culture 40

ClientSuccess

SEPTEMBER 24, 2019

One of those questions asks, “ What are two or three ways you’ve established (or improved) “customer success as a culture” within your organization? ”. This is a really good question, because customer success is definitely a culture and not just a department; an entire organization must be bought into the idea in order to excel.

Customer Success 40

Customer Success Culture Leadership NPS 40

Influitive

OCTOBER 30, 2015

Download your FREE eBook now. Chandar says marketers need to start organizing around metrics that matter. He says the first step is to align with sales on value metrics that both teams commonly measure: revenue, pipeline and opportunities. Chandar also suggests putting metrics in place to measure your brand’s advocacy.

Customer relationships 79

Customer relationships Video Engagement Marketing 79

ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. View last month’s webinar: The Ultimate Guide to Customer Success Metrics: Request the Recorded Webinar.

Customer Success 40

Customer Success Customer Journeys eBook Culture 40

ClientSuccess

NOVEMBER 2, 2020

Jeanne interviews other customer success leaders to present a thoughtful, timely look at topics like establishing a customer-focused company culture, putting customers first, and dealing with transformation within an organization. . Customer Success eBooks. The Customer Success Community online forum. More Toolkits!

Resources 70

Resources Customer Success Chief Customer Officer Case Study 70

Playvox

DECEMBER 21, 2022

A 2020 Gartner report suggests that companies’ hesitation to continue remote work is because they perceive it will have negative effects on productivity, trust, and culture — not that it actually does. Related eBook: 9 Contact Center Metrics Essential for Success. So why the disconnect? Motivation.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

ClientSuccess

JANUARY 11, 2023

Measure customer success metrics for meaningful insights. Learn more about building customer loyalty in this ebook. Take a proactive approach to problem-solving before issues arise. Regularly monitor customer performance and identify opportunities for improvement. Develop a continuous learning mindset to stay ahead of the competition.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Playvox

JANUARY 11, 2024

How To Create A Culture Of Candor In A Customer Support Center A culture of candor is created from the top down. Schedule adherence is easily overlooked because it can be difficult to calculate without a WFM system , which provides tremendous insight into adherence, among other key metrics, through dashboards.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

ClientSuccess

DECEMBER 4, 2018

Understanding and recognizing where your team stands in regards to the larger company as a whole can help position customer success to the team and lay the groundwork for a customer-focused culture. Here is a great eBook and guide for building your customer success KPIs. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Customer Success 63

Customer Success eBook Culture Meeting 63

Playvox

JANUARY 25, 2024

By tracking workforce management performance metrics, such as first contact resolution, contact centers can create more accurate forecasts, identify areas of process improvement, set realistic goals, and create effective training programs to develop agents’ skills and expertise.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

ClientSuccess

DECEMBER 12, 2022

However, there are other measures you can use to evaluate success such as customer satisfaction metrics or quarterly projects – so keep an open mind when deciding which approach fits best with your strategy. eBooks: • 5 Ways to Surprise & Delight Your Customers. Customer Success as a Culture: Customer Success Leaders Edition.

Customer Success 87

Customer Success Tips Management Sales 87

Playvox

NOVEMBER 29, 2022

When you create the right policy, you’ll get call avoidance rates down — to the benefit of both your customer satisfaction metrics and your agents’ experiences. Related Webinar: Retaining Agents with a Mindful Culture: Methods to Improve the Contact Center Experience. Customer Rage And Pandemic Rage. Listen to the employee.

Contact Center 77

Contact Center Policies eBook Interaction 77