ClientSuccess

JUNE 13, 2017

In the business of SaaS, churn, retention, and revenue are critical factors in measuring many other key aspects of business such as annual recurring revenue (ARR), monthly recurring revenue (MRR), and even projected growth rate. For instance, one pair might measure churn as well as retention, which are opposite but complementary measurements.

Measurement 43

Measurement eBook Metrics Customer Retention 43

Playvox

FEBRUARY 13, 2023

The operational level is your day-to-day concerns — looking for key trends, keeping service levels in check, identifying customer service agents who need coaching sessions, and measuring agent productivity, performance, development, and improvement. But your service center can’t afford to tip the scales in the other direction. of revenue.

Contact Center 78

Contact Center How To Multi-Channel eBook 78

ClientSuccess

JUNE 20, 2017

Without measurements, customer success leaders would be at a loss for how to determine the health of a business. Blog Posts: 4 Ways to Measure Churn & Retention – Part 1. The post 4 Ways to Measure Churn & Retention – Part 2 appeared first on ClientSuccess. Ultimate Guide to SaaS Customer Success Metrics.

Measurement 40

Measurement eBook Metrics Customer Success 40

Gainsight

OCTOBER 17, 2022

To help SaaS leaders navigate the current environment, we’ve put together this ebook on The Path to Durable Growth. Following these principles will help any company achieve durable growth that you can actually measure in terms of Net Revenue Retention (NRR). Get the latest thought leadership and best practices now.

Chief Customer Officer 59

Chief Customer Officer Customer Centricity eBook Customer Success 59

Customer Bliss

FEBRUARY 10, 2015

Customer Asset Measurement is about knowing what customers actually did to impact business growth or loss versus what they say they might do via survey results. Know the Growth or Loss of Customers and Care About the “Why?”. For example: how many new customers did you bring in this quarter, volume and value?

Chief Customer Officer 100

Chief Customer Officer eBook Metrics Leadership 100

ClientSuccess

AUGUST 3, 2022

Traditionally used more in call centers and on support teams, First Contact Resolution Rate measures the overall percentage of customer questions that are resolved (aka answered or solved) during that initial customer interaction. eBook: Implementing Customer Success. What is a First Contact Resolution Rate?

eBook 79

eBook Metrics Call Center NPS 79

ClientSuccess

FEBRUARY 22, 2023

Customer support success is typically measured by the response time, first-call resolution rate, and customer satisfaction scores. The success of customer success is typically measured by metrics such as customer retention rate, upsell/cross-sell revenue, and customer satisfaction scores.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

TechSee

FEBRUARY 21, 2022

Download this TechSee eBook to to explore the computer vision advantage in insurance claims processing. Utilities use AI to analyze historical trends, weather patterns, and other factors to predict overloads to their grids in order to take precautionary measures before a disaster strikes. Target Marketing and Advertising.

Innovation 109

Innovation Company Self Service Insurance 109

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. NRR : net revenue retention (NRR) is a great metric to view the high-level trending success of your customer success function, as it measures your total churn minus expansion revenue.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

ClientSuccess

JULY 26, 2022

While looking at your platform usage rates, log-in numbers, and other on-platform data is a great start, you should also ensure you’re asking measurable quantitative questions in your customer conversations. eBook: Ultimate Guide to Customer Success Metrics. Questions to ask to gather quantitative results. Want to learn more?

eBook 77

eBook Metrics NPS Measurement 77

ClientSuccess

DECEMBER 21, 2021

Here is a rundown of some of the most critical customer success metrics to measure regularly: NRR: net revenue retention (NRR) is a great metric to view the high-level trending success of your customer success function, as it measures your total churn minus expansion revenue.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

Stella Connect

JUNE 15, 2017

Without rigorous quality assurance measures to ensure data integrity, mystery shopping programs are bound to produce skewed or inaccurate results. For example, some mystery shopping companies deploy shoppers who aren’t demographically representative, aren’t properly screened, and aren’t rotated to ensure objective measurement.

ROI 40

ROI Measurement Brands Omni-Channel 40

PeopleMetrics

APRIL 12, 2017

Let's begin with a discussion on the various outcome measures available for you to track. What’s an Outcome Measure? An outcome measure is a question, or set of questions, that serves as an indicator of the strength of your experience. What Makes a Good Outcome Measure? The measure is used by others in your industry.

Metrics 87

Metrics Customer Experience Banking eBook 87

Playvox

NOVEMBER 29, 2022

Related eBook: Creating A Strong Remote Work Policy For Your Contact Center. Collaborate with your service center management and senior leadership on implementing a policy as well as the disciplinary category the issue would fall under. Listen to the employee. Let them tell their side of the story. Call Avoidance Policy Template.

Contact Center 77

Contact Center Policies eBook Interaction 77

ClientSuccess

JULY 20, 2022

Even the smallest soundbite can be considered when measuring qualitative input from a customer, so don’t let any of this information go to waste. eBook: 3 Steps To Putting Your Customer First This Year. Record impromptu feedback: . Toolkit: Customer Journey Toolkit. appeared first on ClientSuccess.

Feedback 89

Feedback How To eBook Tips 89

ClientSuccess

DECEMBER 6, 2019

A Customer Experience Officer combines leadership skills with a desire to provide a positive customer experience to lead your customer success team. Your CXO should organize and develop a way to measure how customers perceive the product and/or service your company provides. How Can a Customer Experience Officer Measure Their Success?

Customer Experience 59

Customer Experience eBook Customer Journeys Measurement 59

ClientSuccess

DECEMBER 6, 2019

A Customer Experience Officer combines leadership skills with a desire to provide a positive customer experience to lead your customer success team. Your CXO should organize and develop a way to measure how customers perceive the product and/or service your company provides. How Can a Customer Experience Officer Measure Their Success?

Customer Experience 52

Customer Experience eBook Customer Journeys Measurement 52

ClientSuccess

DECEMBER 27, 2022

Utilize analytics and metrics to measure customer success and identify areas for improvement. Measure and optimize: The customer journey is always evolving, so make sure you are regularly measuring results and optimizing the map. Make sure to focus on the first 90 days as this will set the tone for future relationship.

Customer Journeys 52

Customer Journeys Customer Success Tips eBook 52

BirdEye

AUGUST 28, 2020

Set measurable goals. Once you identify areas for improvement, set a specific goal so that you can measure if you’re making progress. Get accountability from leadership. Make sure that the relevant team leaders are aware of the changes they need to make and the metrics you’re using to measure performance.

Competitive Advantage 75

Competitive Advantage Feedback Net Promoter Score Hospitality 75

ClientSuccess

JANUARY 11, 2023

Measure customer success metrics for meaningful insights. Learn more about building customer loyalty in this ebook. Always prioritize the customer’s success over short-term profit margins. Take a proactive approach to problem-solving before issues arise. Regularly monitor customer performance and identify opportunities for improvement.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Beyond Philosophy

MAY 23, 2016

Changing the name doesn’t change the leadership or the customer centricity of an organization. I remember complaining at a meeting that no-one did anything anything about the appalling Customer Satisfaction we provided despite it being measured in regular surveys. Here’s the thing: Changing the name doesn’t change the service.

Customer Centricity 112

Customer Centricity Consulting eBook Leadership 112

ClientSuccess

JANUARY 3, 2023

To measure this, many businesses use a Net Promoter Score (NPS), an index ranging from -100 to 100 that indicates customer loyalty and overall satisfaction with your offering. This can help you create solutions that meet the needs of both potential and existing customers alike. Do You Refer Our Company to Others?

Net Promoter Score 81

Net Promoter Score eBook Loyalty Customer Confidence 81

ClientSuccess

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success.

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

ClientSuccess

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success.

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64

ClientSuccess

SEPTEMBER 13, 2022

This metric measures the time it takes for a new customer to complete the onboarding process. eBook: How to Nail Your Onboarding Process. Understanding customer onboarding speed. So, what is customer onboarding speed? The onboarding process typically includes platform implementation, configuration, and new user training.

eBook 76

eBook Metrics NPS Training 76

ClientSuccess

MAY 17, 2022

NPS is a great way to measure customer satisfaction, customer willingness to be part of marketing efforts, and growth potential. Here are some recognized NPS benchmarks to measure your score against: Consulting – 62. eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives. NPS benchmarks.

Net Promoter Score 52

Net Promoter Score NPS Customer Success Effort Score 52

ClientSuccess

MARCH 22, 2022

NPS, or Net Promoter Score, is one of the industry-leading measurements of customer satisfaction out there. eBook: 8 Ways To Ensure That Your Startup Is Customer Success Focused. This simple question, “how likely are you to recommend x product?” There are multiple ways to conduct NPS surveys at both a high and user level.

NPS 79

NPS Survey Tips Customer Success 79

Quadient

OCTOBER 1, 2021

The market mandate is clear: brands must qualitatively measure the “why” versus quantitatively measuring the “what” of transactions and allow this data to foster empathetic conversations. CMOs will put the customer at the center of everything they do: leadership, strategy, and operations. And they need to do so at scale. .

Trends 52

Trends Customer Journeys Customer Experience eBook 52

ClientSuccess

MAY 24, 2022

Sure, every customer success team worth its salt is measuring this metric, but do they really know if it’s any good or not? Before we dive too far in, let’s take a quick step back to remind ourselves what an NPS measures. eBook: Ultimate Guide to Customer Success Metrics. Quick refresh: what is an NPS?

Net Promoter Score 52

Net Promoter Score NPS Effort Score eBook 52

BirdEye

NOVEMBER 30, 2023

Digital marketing for law firms includes a combination of strategies like: Search engine optimization Pay-per-click ads Social media marketing Email marketing Content marketing Digital marketing allows much more precise targeting and measurable results. Measure and adjust your strategy based on performance metrics and client feedback.

Marketing 111

Marketing Social Media How To Advertising 111

ClientSuccess

JANUARY 26, 2022

Use the problems and solutions you outlined above to add a measurable impact number to each point. eBook: Customer Success Best Practices from 20+ Executives. Was there a reduction in time, resources required to get something done, an increase in revenue, or something else? Toolkit: Customer Journey Toolkit.

Case Study 75

Case Study Study eBook Customer Journeys 75

ClientSuccess

DECEMBER 12, 2022

This bonus model generally focuses on both quantitative objectives (retention, upsells or cross-sell measures) as well as qualitative ones (contributing to the team mentality). eBooks: • 5 Ways to Surprise & Delight Your Customers. Ensure they are aligned to core business KPIs and aren’t “ squishy ,” as Jason Lemkin would say.

Customer Success 87

Customer Success Tips Management Sales 87

Playvox

JANUARY 5, 2022

The successful leadership of a hybrid workforce starts with clear, consistent communication. It’s critical to measure agent engagement and job satisfaction on a regular basis so you can identify issues – and capitalize on opportunities – in a timely fashion. Download our eBook. Communicate Consistently and Clearly.

Contact Center 72

Contact Center How To Fashion Gamification 72

ClientSuccess

AUGUST 2, 2021

You can learn more about establishing value-based customer relationships with these additional resources from ClientSuccess : Webinar: How To Measure The Strength of Your Customer Relationships. eBook: 8 Ways To Ensure That Your Startup Is Customer Success Focused. Toolkit: How To Build Customer Loyalty.

eBook 68

eBook Customer relationships Customers Tips 68

Playvox

JANUARY 11, 2024

According to a study by Joseph Folkman, a behavioral statistician, leaders who exhibit very poor candor (bottom 10%) were in the 20th percentile of overall leadership effectiveness. Related reading: Playvox eBook: Top Tips for Engaging and Motivating Agents 5.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

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. eBook: How to Build and Scale a Customer Success Team. Why you need a customer success platform. Toolkit: Customer Success Leaders Toolkit.

Customer Success 81

Customer Success eBook Innovation Metrics 81

ClientSuccess

JANUARY 16, 2018

In this post, we’ll explore 3 more components of churn including negative network effect and the impact of referrals, negative impact on brand leadership, and potential loss of second-order revenue. Impact on Brand Leadership. The root of these implications are all tied to brand leadership or “brand equity” as it’s sometimes called.

Leadership 40

Leadership eBook Customer Success Brands 40