ClientSuccess

AUGUST 31, 2020

Implementing a new customer success platform will require new processes and workflows to ensure everyone is on the same page. Track onboarding metrics , and then use these to inform your own customers’ onboarding process. Use your customer journey to make decisions. Toolkit: Customer Success Leaders Toolkit.

Customer Success 105

Customer Success How To eBook Leadership 105

Feedbackly

OCTOBER 27, 2022

But, it is quickly becoming one of the most popular metrics for its impressive delivery of results, analysis, and performance! Through EVI® surveys, you can understand how customers perceive your business emotionally. EVI® is a metric that can effectively tap into customer feelings – a core element in decision-making.

Effort Score 98

Effort Score Customer Journeys Metrics Retail 98

ClientSuccess

OCTOBER 25, 2022

Talk about some of the customer’s roadblocks and outline potential avenues for overcoming these issues. Wins: Where has the customer met or even exceeded their goals on your platform? Highlight key wins, metrics, and data that showcase how your platform has helped the customer reach their strategic goals.

How To 74

How To eBook Tips Resources 74

Lithium

AUGUST 12, 2021

Resting on the shoulders of CX leaders is the responsibility to unify customer data, initiate cross-departmental action to improve the end-to-end customer journey, and prove the value of CX program outcomes in dollars and cents. But those metrics mean nothing to the C-suite.

Average Handle Time 52

Average Handle Time How To eBook Contact Center 52

GetFeedback

FEBRUARY 15, 2019

NPS can illuminate the customer journey at each stage when properly segmented. Companies can identify which areas of business are performing well versus poorly by examining customer feedback from each phase. After customers respond, you can calculate your NPS score: the quantifiable measure of how your customers feel about you.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

Playvox

APRIL 21, 2023

That means working closely with workforce managers and quality management analysts to ensure that agents are scheduled optimally to serve these channels the way customers want — and that agents are being evaluated on metrics that match up with those standards. 93%) Personalizing the customer service they offer them. (90%)

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

ChurnZero

APRIL 8, 2020

Ultimately, if you’re looking to reduce churn and increase retention rates—and let’s face it, which SaaS company is not focused on these metrics?—developing developing customer advocacy is a must. Upcoming Webinar: Lessons Learned: A Reflection in Customer Journey Mapping. Customer Success Around the Web.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

Wootric CX Blog

JULY 5, 2020

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. Customers will tell you where your PLG bottlenecks are. Metrics are essential to understanding progress on the product led growth curve.

Metrics 85

Metrics Net Promoter Score Effort Score NPS 85

ClientSuccess

JUNE 8, 2021

It’s probably along the lines of customer sentiment, issues, and feedback. While these are all excellent baseline measurements, every customer is different. For that reason, all of these value-based metrics will hold a different meaning from customer to customer. Identifying customer value decay.

How To 52

How To eBook Trends Customer Journeys 52

Inbenta

MARCH 25, 2020

Improve customer knowledge. It is, therefore, necessary to think carefully about the metrics to monitor to ensure that once in production, the solution in place meets these KPIs and to see how it can be improved if necessary. It is then necessary to define how the different parties involved should work together.

Chatbots 89

Chatbots Self Service Tips How To 89

ClientSuccess

MARCH 27, 2018

I recently watched a video of Rob Jeppsen , CEO of Xvoyant , explaining how to take a different approach when building out your pre and post sales funnel stages. Many times the process of defining the pre and post sales stages is part of building out a customer journey map or strategy. Define the Experiences. Pre Sales.

Customer Journeys 40

Customer Journeys Customer Experience How To ROI 40

BirdEye

AUGUST 21, 2020

In this guide, we’ll break down the fundamentals of digital customer experience and talk about some unique ways you can optimize your digital customer journey. What is ‘digital customer experience’? Customer experience is the sum of all of a customer’s encounters with your brand, from the moment of first discovery.

Customer Experience 90

Customer Experience Customer Journeys Net Promoter Score Chatbots 90

ClientSuccess

NOVEMBER 15, 2017

Mapping out the customer journey isn’t just for small start-ups or unicorn companies. It can be tempting to write off this extra step if your company is part of a larger, more mature marketplace as the customer experience is likely well documented and established. What Is Customer Lifecycle Management?

Customer Journeys 40

Customer Journeys Management Metrics Customer Success 40

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points. How are you categorizing your customers?

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

Wootric

JULY 5, 2020

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. Customers will tell you where your PLG bottlenecks are. Metrics are essential to understanding progress on the product led growth curve.

Metrics 52

Metrics Net Promoter Score Effort Score NPS 52

Feedbackly

OCTOBER 20, 2022

Now, the specialty of Feedbackly is it offers an additional metric exclusive to its users. EVI® aims to measure and analyze customer emotions. It helps businesses understand how emotions affect CX and the overall business performance. But we also know that every business is different and needs a tailor-made approach for CX.

Feedback 75

Feedback Software Multi-Channel NPS 75

ClientSuccess

JUNE 2, 2017

Request the recorded webinar here: The Customer Success Maturity Maturity Model. View last month’s webinar: The Ultimate Guide to Customer Success Metrics: Request the Recorded Webinar. You can also download the eBook, The Ultimate Guide to Customer Success Metrics here.

Customer Success 40

Customer Success Customer Journeys eBook Culture 40

Hello Customer

JUNE 21, 2021

Want to learn more about which survey to run at which touchpoint in the customer journey? Check out our free ebook about NPS ?, Getting your product directly to the customer is an important way to start focusing on the customer experience. CSAT & CES. Implement a direct-to-consumer mindset.

Customer Centricity 98

Customer Centricity Net Promoter Score Customer Experience How To 98

ClientSuccess

AUGUST 3, 2020

Customer success is top-of-mind for every SaaS executive and board member, which means that the numbers, metrics, and KPIs that measure success are more important than ever before. With a dedicated customer success platform, CSMs and team leaders can effectively drive customer adoption, retention, and growth and track their success.

Customer Success 81

Customer Success eBook Innovation Metrics 81

ChurnZero

FEBRUARY 14, 2020

All of this to say, from the bottom of our hearts, we love our customers; therefore, we promise to never send you chalky candy on Valentine’s Day. Now, read on to discover how to spread love among your customers and receive it in return. In this webinar, we will discuss how to: 1. Customer Success Around the Web.

Customer Journeys 64

Customer Journeys Net Promoter Score Case Study B2B 64

Optimove

DECEMBER 4, 2023

How to Use It: Tailor your email content to resonate with the characteristics of different demographic groups. Behavioral Segmentation: Definition: Behavioral segmentation considers how individuals interact with your brand, including their browsing history, purchase behavior, engagement with previous emails, and website interactions.

eBook 52

eBook Groups Metrics Strategy 52

ChurnZero

JANUARY 10, 2022

When you have multiple teams involved, you have several different perspectives that can help shed light on the customer journey. If you’ve gotten customer feedback , for example, and you want to look over it to identify pain points, recruit a cross-functional team to help you review the data.

Metrics 98

Metrics Customer Success Training eBook 98

InMoment XI

JANUARY 2, 2023

When you start your CX efforts, you need to consider how to measure it. But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. What Is Customer Experience? The Three Most Popular CX Metrics. A Quick Definition to Get Us Started.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

Team Support

SEPTEMBER 6, 2022

Not only that, but 86% of customers are willing to pay more only on the premise of a better customer experience, according to Superoffice. How to be – and not to be – customer centric. Types of goals for becoming customer centric. Don’t aim only for better metrics. How to operate a customer centric business.

Customer Centricity 98

Customer Centricity B2B eBook Culture 98

ChurnZero

NOVEMBER 9, 2021

To improve customer experience is to start inspiring customer loyalty, and that means higher retention rates. . When trying to figure out how to best improve customer experience , you should be mindful of the entire customer journey. You should take a holistic approach and address all customer touchpoints.

Company 97

Company Customer Experience Survey Customer Retention 97

ClientSuccess

DECEMBER 12, 2017

Immediately after a customer attrition conversation, a CSM and his or her team should begin to review the customer relationship in depth. Reviewing an ended customer relationship is an opportunity to gather critical metrics and begin to set benchmarks. Customer Success as a Culture: Customer Success Leaders Edition.

Customer Journeys 40

Customer Journeys Customer relationships eBook Metrics 40

ChurnZero

MARCH 11, 2020

This makes downstream reporting and analysis much simpler, and we can avoid the risk associated with double counting customers and revenue. When you’re presenting churn categories to an executive team and board members, simple, clear metrics win the day. And today I see many of my customers doing the same thing.

Customer Journeys 52

Customer Journeys ROI Return on Investment Customer Success 52

ClientSuccess

APRIL 15, 2019

You can watch Julie Persofsky explain this methodology in more detail in her recent recorded whiteboard session , ‘How to Handle Churn as an Organization and Keep your Company Focused on Growth,’ available here. Customer Success Blog: The Outcome Customer Journey: Defining Customer Handoffs, Success Metrics, and Outcome Between Departments.

Customer Journeys 50

Customer Journeys eBook Customer Success Sales 50

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. The Essential Guide to Customer Churn. How to Forecast Renewals. Learn how to forecast renewals like a pro.

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 52

ChurnZero

NOVEMBER 9, 2021

To improve customer experience is to start inspiring customer loyalty, and that means higher retention rates. When trying to figure out how to best improve customer experience , you should be mindful of the entire customer journey. You should take a holistic approach and address all customer touchpoints.

Company 52

Company Customer Experience Survey Customer Retention 52

ChurnZero

FEBRUARY 11, 2020

It was a two-day event in Atlanta, where attendees got to hear perspectives from leading Chief Customer Officers on how to utilize the latest technology to wow your customers, different models and strategies to enact deep operational change and the tools you need to train, measure and encourage core soft skills.

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

ChurnZero

DECEMBER 28, 2018

We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. 10 Punny Customer Success Jokes. This blog post compiles a set of five TED Talks that we found to be inspiring that can help guide you in your Customer Success roles.

Net Promoter Score 49

Net Promoter Score eBook Social Media Effort Score 49

BirdEye

AUGUST 28, 2020

No matter how talented your team is and no matter how much work you’ve already put in, there’s always room for improvement. There might be certain seemingly minor parts of the customer journey that can lead to significant improvements in overall satisfaction. Maybe your customers hate the atmosphere of your waiting room.

Competitive Advantage 75

Competitive Advantage Feedback Net Promoter Score Hospitality 75

ChurnZero

FEBRUARY 5, 2020

Often, getting access to the data points that matter most early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior, when your insights really depend on those data points. In this webinar, we will discuss how to: 1. Customer Success Around the Web.

Conference 64

Conference eBook Customer Success Metrics 64

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics.

Customer Journeys 93

Customer Journeys Analytics How To Metrics 93

ClientSuccess

MARCH 7, 2017

She believes that true Customer Success happens when organizations stop waiting for customers to contact them with problems, but rather, accompany customers along their entire customer journey. Drive Value at Every Stage of the Journey. Customer Success as a Culture: Customer Success Leaders Edition.

Customer Success 40

Customer Success How To Training eBook 40

Bizagi

JANUARY 30, 2019

This kind of digital innovation can not only help you respond to customers, but it can also give you a richer understanding of how they’re feeling. By scrutinizing multiple metrics – from your NPS (net promoter score) to your CES (customer effort score) – you gauge customer satisfaction with more accuracy.

Net Promoter Score 70

Net Promoter Score Effort Score NPS eBook 70