NetBase

OCTOBER 12, 2018

Which metrics matter most as you strive to change that statistic? We talked about 11 social media metrics worth mastering in a recent Adweek webinar. Mentions aren’t everything – they’re certainly not enough on their own – BUT… Mentions are a measure of brand awareness. Here are some highlights surrounding each: 1.

Social Media 49

Social Media Analytics Metrics Airlines 49

Lithium

MAY 3, 2022

Join us as the Khoros product team shares recent innovations to the Khoros platform and walks through upcoming releases on our roadmap. In this webinar you’ll: Learn about key innovations and investments across the Khoros platform. Webinars & Events Some event areas are limited to Khoros customers only. Available On-demand.

Multi-Channel 52

Multi-Channel Social Media Roadmap Metrics 52

Gainsight

MARCH 21, 2023

Meaningful Metrics = Tangible Outcomes One theme that came up again and again, is this: No matter what your goals are, it’s critical that you’re driving tangible outcomes that are defined by meaningful, measurable metrics—especially when it comes to your digital strategy.

ROI 52

ROI Roadmap Metrics Measurement 52

COPC

MAY 31, 2022

Each month, a data-rich report is released, followed by an interactive expert-led webinar to review the findings. In 1996, the need for structured processes and measurements in the customer contact industry prompted leaders from across sectors to assemble. Standardize systems, processes, metrics and targets.

Customer Experience 101

Customer Experience Contact Center Consulting Guidelines 101

Lithium

NOVEMBER 1, 2022

Podcast] Diversifying Metrics and the Rise of the Conversation Curator Our guest is none other than Legendary Khoros Titan, Claudius Henrichs, Head of Community at Dataiku brings a wealth of knowledge around how closely related the learning experience, and the community experiences are. They can also create significant value.

Roadmap 52

Roadmap ROI Social Media Contact Center 52

Gainsight

OCTOBER 17, 2019

Nothing quantifiable—highlights in releases, roadmaps, tradeoffs. In comparison, most of the other parts of the board meeting are highly measurable: Finance: revenue, operating income, etc. The trick is to whittle your presentation down to the important metrics that impact growth and revenue. Sales: bookings, pipeline, etc.

Metrics 45

Metrics Meeting NPS Effort Score 45

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

CSM Magazine

NOVEMBER 28, 2022

To ensure that all aspects of the product launch are rock-solid, you’ll want to develop a clear roadmap for development and testing. This roadmap should identify the tasks that need to be completed, the timeline for completion, and any potential roadblocks you may encounter. 5) Measure KPI.

Software 52

Software Customer Service Marketing How To 52

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. If you missed the webinar, you can watch it on demand.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

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

Gainsight

AUGUST 6, 2021

Preparing your CS teams for an upcoming release is crucial to ensure that they bring awareness to your customers and the Product team has a partner who can help measure adoption. Ensuring visibility into your product roadmap and building a communication channel will keep your CS teams informed on what’s coming and what they should expect.

Customer Success 52

Customer Success Roadmap How To Feedback 52

BirdEye

APRIL 25, 2023

It’s a roadmap that outlines your goals, target audience, which social media platforms to use, what kind of social content to create, and how to measure success. Apply the method of SMART(specific, measurable, achievable, relevant, and time-bound) goals. It is an important component in social media management.

Social Media 93

Social Media How To Infographics Video 93

Talkdesk

JANUARY 13, 2020

Set measurable goals Just like with your IVR, tracking the right metrics can help you uncover areas for improvement. Of course, chatbot metrics are just one piece of a larger puzzle when it comes to analytics insights. For more help on what and how to measure, check out our on-demand webinar on contact center metrics.

Contact Center 67

Contact Center Chatbots Metrics eBook 67

Lithium

MAY 4, 2021

Building and Integrating Custom Metrics [Video/Blog] : In this short tutorial, I’ll show you when it would be useful to build custom metrics, how to create them and how to integrate them into your dashboard. Webinars & Events. Khoros Roadmap Webinar Tuesday, June 8 • Register today! Apple iOS 14.5

Conference 52

Conference Analytics Social Media Roadmap 52

Totango

APRIL 6, 2021

During the live presentation of the Steps to Scale Your Customer Success Operations Overnight webinar, Wisr’s VP of Customer Success Christine Knific answered several questions from attendees. You can watch the webinar here and check out a recap of some of the questions and answers from the session below.

CRM 62

CRM Roadmap Customer Success Customers 62

Oracle

OCTOBER 17, 2019

This is a preview of the on-demand webinar, Best-in-Class Customer Journey Management: How to Deliver Truly Connected Service Experiences. According to research Aberdeen conducted in May 2018, which Minkara highlights in the webinar, there are 4 key benefits. Measure and improve customer effort across the journey.

Customer Journeys 44

Customer Journeys Effort Score Social Media Omni-Channel 44

Avaya

APRIL 10, 2019

Companies that use any form of AI have seen incredible success metrics, including the following: 95% increase in new customers. It can measure customer sentiment and success, engage customers, assist agents to serve customers, and much more. 80% increase in transactions handled by self-service apps. 45% improvement in customer ratings.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

Clarivate

DECEMBER 13, 2017

However, many of those same companies will have little to no objective measurements in place to actually measure their delivered customer experience. While it is true that many companies have some sort of customer surveys, those may likely be measuring only a small portion of the customer experience.

Customer Journeys 49

Customer Journeys Strategy Customer Experience Management 49

CSM Magazine

JANUARY 25, 2022

Reassess success criteria – too many customer service organisations are so focused on metrics – such as the number of conversations per hour or average handling times that customers end up being treated as a statistic rather than a real person. Put in place the right measures of success that evaluate the human factor of digital interactions.

Average Handle Time 52

Average Handle Time Roadmap Interaction Technology 52

ChurnZero

APRIL 26, 2019

A successful HR manager leverages metrics to forecast, track and report on new employee onboarding. As a Customer Success leader, metrics are nothing new – they dictate the long-term goals and performance of your team. Even if you lack an HR team, consider what metrics can be applied to a newly onboarded employee.

Tips 58

Tips Metrics Customer Success Training 58

ClientSuccess

JULY 1, 2019

CSMs center their careers on these metrics, but it can be difficult to convince other teams across your organization to measure their department’s success this way – and more importantly, align their priorities and metrics. . Strategies such as this should be measured and encouraged from the top-down.

Customer Success 49

Customer Success Company Net Promoter Score How To 49

Amity

MARCH 20, 2016

There was the ridiculous “we didn’t measure your door correctly, never mind listen to a word you said about your design preferences” quote, and the non-existent “we spent time and money sending someone to measure your door and spoke to you about your preferences but never sent you a quote” quote.

Roadmap 48

Roadmap Measurement Customer Retention Communication 48

ChurnZero

OCTOBER 28, 2022

To get the rest of our findings, watch our webinar, 2022 Customer Success Study results revealed , in which our expert panel offers their take on the big trends, triumphs, and gaps across the industry. In the scaled model, we now have a monthly webinar on that topic, and we invite as many people as we can to it.

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

Gainsight

FEBRUARY 20, 2019

Depending upon your company’s product roadmap, you might be shipping and refining new product updates monthly, weekly, or even daily. Scalable, effective product experience execution requires alignment across roles with metrics that hold each stakeholder accountable. Success is measured in MAU, DAU, or CLV.

Roadmap 45

Roadmap Measurement Training Customer Success 45

Totango

JANUARY 7, 2020

By closely monitoring customer progress through onboarding with an effective system designed to take action based on customer progress, you can measure their performance against results-focused goals that you know will lead to success. However, you should never stop offering them more instruction on achieving maximum value.

How To 72

How To Roadmap Meeting Customers 72

Wootric CX Blog

SEPTEMBER 2, 2020

Register for this webinar with Misti Cain! Use your company’s digital messaging channels, like Slack , to share a feed of real-time feedback or allocate time during company calls and staff meetings to share metrics like Net Promoter Score and themes in the feedback. Want to launch an Advocacy program? Create a Customer Shadow.

Net Promoter Score 59

Net Promoter Score Customer Centricity Effort Score Roadmap 59

Alliance by IFS

MARCH 31, 2016

Astea and The Service Council presented the findings of that research in our recent webinar, “ Redefining Service Innovation: It’s Time for a Change.”. Front-line employees should be involved, and customers’ needs and insights should be analyzed to develop an innovation roadmap.

Innovation 50

Innovation Chief Customer Officer Return on Investment Roadmap 50

ProProfs Chat

SEPTEMBER 13, 2019

What are the most essential SaaS customer service metrics? Two of the best ways to drive feature adoption are: by educating your customers (either through blog, webinars or any other type of content). We will talk more about goals (and the metrics that define them), later in the article. ?? How to structure a SaaS support team.

Customer Service 55

Customer Service Omni-Channel Net Promoter Score Knowledge Base 55

Amity

OCTOBER 12, 2017

Measure & Iterate. A large component of the customer journey is clearly laying out the proactive measures that your organization is prepared to take. Creating a standardized onboarding process for new team members that is metrics driven. Best practice webinars. Measure & Iterate. Customer Journey.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

SmartKarrot

MARCH 21, 2023

Work together with the product development team to modify the product roadmap in response to client comments and market developments. Metrics for customer success should be measured and analysed to find areas for improvement. Lead a group of customer success managers and make sure they are working towards the same goals.

Customer Success 19

Customer Success e-support Consulting Roadmap 19

CSM Practice

DECEMBER 4, 2020

Now most companies have a health score; Most customer success teams develop a health score and I talk a lot about it in my podcasts and webinars that I do throughout the year, how a customer health score in its designation is a very internal type metric. Is my customer healthy? Chris Singh: Yeah, no absolutely.

How To 69

How To NPS Customers Customer Success 69

ChurnZero

JANUARY 10, 2020

Brian’s primary focus will be developing metrics and initiatives that will influence several areas of the company to ensure Cu stomer S uccess. This will require her to drive cross functional initiatives and develop a roadmap to strategically engage, retain, and scale positive customer experiences.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

Amity

OCTOBER 12, 2017

Measure & Iterate. A large component of the customer journey is clearly laying out the proactive measures that your organization is prepared to take. Creating a standardized onboarding process for new team members that is metrics driven. Best practice webinars. Measure & Iterate. Customer Journey.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

CustomerSuccessBox

NOVEMBER 1, 2018

In the webinar “ Playbook: Delivering Customer Success to Fortune 500 ”, Tj speaks about his experiences, mistakes, and wins while setting up customer success at XebiaLabs and dealing with Fortune 500 customers. Maintenance: Account touchpoints, roadmap calls, etc. Sign up and watch the on-demand webinar here. Disparity?—?Teams

Customer Success 40

Customer Success Training Customers Software 40

CSM Practice

JANUARY 1, 2017

The Customer Success Manager’s role is expected to proactively reach out to customers, develop a relationship and use the SaaS usage metrics available to watch for movements in customer health. The challenge was to find a metric that we can track and show the client that without our product. The customer experience difference is huge.

Customer Success 58

Customer Success Metrics e-support Customers 58

Lithium

JUNE 7, 2022

As an official badged Partner for the Content Marketing specialty, marketers will be able to publish and respond to content and easily measure the effectiveness and performance of their TikTok campaigns and activity within the Khoros platform. Webinars & Events Some event areas are limited to Khoros customers only.

Self Service 10

Self Service Social Media Roadmap Gamification 10

SurveySparrow

MARCH 26, 2021

A GTM strategy provides a roadmap for businesses to understand the relevancy and impact of their marketing and sales strategy. Prospects like them should be given case studies, tutorials, webinars, demos, etc. Ensure that you have a meaningful goal that is measurable, and you can see the changes that they bring to your organization.

Strategy 52

Strategy Marketing Advertising Airlines 52