ClientSuccess

DECEMBER 12, 2022

When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible. The introduction of a Base + Bonus plan is an excellent way to incentivize Customer Success Managers and encourage better performance. Base + Bonus.

Customer Success 87

Customer Success Tips Management Sales 87

ClientSuccess

SEPTEMBER 3, 2020

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan.

Customer Success 111

Customer Success Management NPS Sales 111

Daniel Group

APRIL 23, 2021

I recently interviewed Paul Start, Market Growth Development Manager, Thomas Built Buses. Our research found that when a customer mentions Communication as something that went well during the service, NPS® for those customers saying this goes up by six points. Get our Ebook! Download our Ebook.

Feedback 124

Feedback Net Promoter Score B2C B2B 124

Uniphore

JUNE 16, 2021

Management gets to feel like they’ve given agents the resources they need, while the reality on the ground looks a little more like this…. Microlearning Rather than throwing every piece of knowledge at agents at once, microlearning splits it up into more manageable segments. 10 Agent Assist Superpowers That Reduce AHT and Boost NPS.

Contact Center 204

Contact Center Training Call Center How To 204

ClientSuccess

MARCH 2, 2021

This is especially true for Account Executives and Customer Success Managers – two roles that work extremely close with customers (and each other) and tend to be rolled into one when thinking about customer account management . eBook: Customer Success as a Culture: Sales Leaders Edition.

Customer Success 62

Customer Success Management eBook Metrics 62

GetFeedback

DECEMBER 26, 2018

Net Promoter Score (NPS) measures customer loyalty with a simple question: How likely are you to recommend us? The NPS survey is typically sent at specific stages of the customer lifecycle, and it’s a fantastic way to identify brand advocates or brand detractors. Learn how to measure your NPS score with Salesforce.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

inQuba

AUGUST 19, 2021

So you’re considering investing in a customer journey management solution. Journey Management isn’t a rigid approach to solving a single problem, but rather a flexible toolbox that addresses a variety of challenges (like acquisition, retention, and many more). Briefly, what is Customer Journey Management? Get it here.

Customer Journeys 52

Customer Journeys Omni-Channel Management Insurance 52

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. The activities in this eBook can be great training materials to improve customer service or morale in your team. Act to improve the change further. Identifying Goals.

Strategy 225

Strategy Customer Experience How To Effort Score 225

Feedbackly

OCTOBER 20, 2022

With multi-channel survey distribution, visual survey customization, and offline data gathering, these platforms offer users a streamlined service to manage feedback collection. You can create different surveys on Feedbackly and QuestionPro, including C-SAT, CES, and NPS.

Feedback 75

Feedback Software Multi-Channel NPS 75

ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. 4 NPS Challenges to Consider and How to Navigate Around Them. Here are 4 things customer success teams should keep in mind as it pertains to NPS: 1. Low Response Rate. Segmented By User Type.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

Qualtrics

JULY 22, 2021

Learn why customer relationship measurement (CRM) isn’t enough - and why customer relationship health management is the new way to create impactful experiences. Customer relationships form the heart of any business, but how these relationships are managed is still a point of contention for many brands. Obsess about scores.

Measurement 26

Measurement Management Net Promoter Score Effort Score 26

ClientSuccess

JANUARY 4, 2021

A customer success manager’s relationship with a customer account doesn’t just begin and end at random. A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many rounds of renewals. eBook: Implementing Customer Success.

Customer Journeys 104

Customer Journeys Customer Centricity eBook NPS 104

ClientSuccess

NOVEMBER 2, 2022

Over the years, customer success manager roles have expanded to include many different responsibilities. Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. Are NPS scores taking a dip? eBook: 5 Ways To Surprise & Delight Your Customers.

Customer Retention 70

Customer Retention Tips Effort Score Customer Satisfaction 70

Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Customer Success Team Management. Churn and Risk Management. Managing Customer Relationships. Customer Success Team Management. Changing the Wheels on a Moving Car: 4 Keys to Managing CSM Transitions.

Resources 111

Resources Customer Success eBook Multi-Channel 111

ClientSuccess

NOVEMBER 22, 2021

But did you know sentiment management can also be a customer marketing focus? While many customer success teams use NPS as a performance metric to gauge team members’ success, there is potentially even more value in the data from a customer marketing angle. eBook: 5 Ways To Surprise & Delight Your Customers.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

inQuba

AUGUST 19, 2021

So you’re considering investing in a customer journey management solution. Journey Management isn’t a rigid approach to solving a single problem, but rather a flexible toolbox that addresses a variety of challenges (like acquisition, retention, and many more). Briefly, what is Customer Journey Management? Get it here.

Customer Journeys 52

Customer Journeys Omni-Channel Management Insurance 52

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. How do those NPS and CSAT scores look? Grab a copy of our eBook, “Is a Strategic Partnership Even Possible?”

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Qualtrics

DECEMBER 11, 2018

Transactional NPS. Net Promoter Score (NPS) has been used for years to measure customer experience and loyalty. There are two types of NPS surveys: relational and transactional. Relational NPS surveys are sent on a regular basis, such as quarterly or once per year. eBook: How to build your first transactional NPS project.

NPS 22

NPS Net Promoter Score Touchpoint eBook 22

Gainsight

APRIL 21, 2022

Every year Gainsight loves to give our customers and community the best of what we have for resources, including events, webinars, articles, ebooks, and more. Forrester Report: The Business Case for Customer Success Management. Customer Success Team Management. 5 Ways We Improved Onboarding NPS from +14 to +85 in One Year.

Resources 52

Resources Customer Success Chief Customer Officer eBook 52

ClientSuccess

SEPTEMBER 13, 2022

While NPS, customer sentiment, and adoption or usage rates are a great place to start, there are a ton of other more niche metrics – such as customer onboarding speed – that CSMs are also tracking to ensure success. Depending on how your team manages customer onboarding workflows, onboarding can kick off before a deal is officially signed.

eBook 76

eBook Metrics NPS Training 76

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. What is Workforce Optimization?

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

ClientSuccess

APRIL 19, 2022

Some sample metrics that could help inform a Customer Satisfaction Score include: NPS, or Net Promotor Score, to help inform how willing a customer is to refer your product to a colleague. Webinar: Using Your NPS Campaign to Power Your Business. Webinar: Using Your NPS Campaign to Power Your Business.

Customer Satisfaction 52

Customer Satisfaction Effort Score eBook NPS 52

ClientSuccess

DECEMBER 5, 2022

Gain insight from your Customer Success Managers (CSMs) and others who work closely with customers to determine who should not be included, and who the top contenders should be. finding and managing a core customer base. eBook: 5 Ways to Surprise & Delight Your Customers. Find customer champions. Invite from the top.

Tips 87

Tips Customer Success eBook Meeting 87

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. At the end of the day, a customer’s willingness to refer your company or product speaks volumes about their satisfaction.

Net Promoter Score 81

Net Promoter Score eBook Loyalty Customer Confidence 81

Playvox

JANUARY 12, 2023

Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work. No matter where your team is located, it’s critical to maintain key performance indicators (KPI) and business metrics, including CSAT , NPS , Productivity (sometimes measured as Occupancy ), and Adherence. Important KPIs To Track For Remote Agents.

Contact Center 69

Contact Center Metrics Study eBook 69

ClientSuccess

FEBRUARY 8, 2023

NPS : the stalwart of customer success metrics, a net promoter score (NPS) measures how likely a customer is to recommend your product or service to friends, peers, or colleagues. Average number of engaged contacts : every customer account has a handful of key contacts or stakeholders driving your project on their side.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

BirdEye

DECEMBER 29, 2022

This metric measures how many people that viewed or interacted with your content actually took some desired action like signing up for a newsletter, downloading an ebook, or making a purchase. The net promoter score (NPS) helps you understand customer sentiment. Conversion rate. Net promoter score. Insights metrics.

Social Media 98

Social Media Metrics Net Promoter Score Effort Score 98

Gainsight

SEPTEMBER 22, 2023

If you’re running your digital customer education program on the back of a Learning Management System (LMS), your Sales team can also access meaningful insights into learning behavior—for example, courses or content consumed—that can help them improve their pitches and ensure they’re highlighting the right talking points.

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 52

Wootric CX Blog

MARCH 9, 2021

Get the ebook, CX FOR EVERY STAGE: How to scale your Voice of Customer program from startup to enterprise. Begin With Net Promoter Score (NPS). Net Promoter Score (NPS). For your first customer survey, we recommend you begin with NPS. You’ve given the same NPS survey to all your customers. Have your goal set?

Feedback 52

Feedback Net Promoter Score NPS Effort Score 52

Confirmit

NOVEMBER 16, 2020

Action Management closes the loop within 48 hours for over 95% of all customer alerts, resulting in an 86% decrease in complaints. Company-wide customer focus resulted in an all-time high NPS score, with a +32% increase in 2019. Voice of the Customer Voice of the Employee Case Studies eBooks.

Insurance 52

Insurance Case Study Touchpoint eBook 52

Gainsight

OCTOBER 13, 2022

Chief revenue officers should consider reinvesting in account management. Salkin walks readers through data-driven approaches to parsing out the customer stakeholder dichotomy and boosting NPS scores. Chief financial officers should consider moving from an annual budget to monthly forecasting . Invest in digital CS.

Customer Success 52

Customer Success Chief Customer Officer Effort Score eBook 52

Daniel Group

JANUARY 30, 2020

” I share the responses of top CX Managers to the question of what are the primary benefits of their programs. If you want to learn more about how to really “listen” to your customers, check out our EBOOK Why B2B customer feedback programs fail (and how to make yours succeed). READ MORE AND GET THE EBOOK. ”).

Strategy 52

Strategy B2B eBook B2C 52

SurveySparrow

NOVEMBER 30, 2021

With the SurveySparrow integration, you can: trigger CSAT / NPS surveys when a ticket is closed. track your CSAT/NPS scores and update the ticket field. Connect your task management processes in Asana with HubSpot workflows. Beacon lets you automatically convert your blog posts into eBooks.

CRM 52

CRM eBook Effort Score Meeting 52

Playvox

JULY 14, 2023

Using the metrics above as well as contact center manager check-ins and coaching can help boost agent productivity. Related Article: Improve Contact Center Agent Productivity with WFM Software Manager Impact Contact center managers play a key role in helping to improve agent productivity. How are managers delivering coaching?

Contact Center 74

Contact Center Measurement Call Center How To 74

Solvvy

JULY 8, 2022

You may have heard, “You can’t manage what you can’t measure.” But collecting customer feedback and finding an effective way to measure customer satisfaction—often by unraveling the answer to the question of how to use CSAT or NPS—is vital to your brand’s success.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

Stella Connect

OCTOBER 13, 2017

Some believe they’re getting the insights they need out of their Net Promoter Score ( NPS® ) surveys. To drive performance and profits, a data collection program must be: 1) the right tool for the job; 2) thoughtfully executed; 3) applied consistently and correctly; and 4) part of a holistic CX management program. NPS® surveys.

Measurement 51

Measurement Customer Experience Net Promoter Score NPS 51

ClientSuccess

MAY 8, 2019

Customer Pulse from Customer Success Manager (CSM). Net Promoter Score (NPS)*. NPS simply asks how likely a customer would recommend your (company/product/solution]) to her/his friends and colleagues, and measures the likelihood on a scale between 0 (not at all likely) and 10 (extremely likely). Holistic Health Score Approach.

Metrics 59

Metrics Customer Success e-support Net Promoter Score 59