ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Measure customer success metrics for meaningful insights. Take a proactive approach to problem-solving before issues arise.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Vonage

MARCH 26, 2018

Businesses can use this data to hone in on more customer-centric metrics, such as “did you really solve the customer's problem” and “how did the experience make them feel?” Also, be sure to check out our latest white paper, 3 Key Customer Service Trends for 2018 , the definitive guide for how to win at CX this year.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Zeisler Consulting

JUNE 30, 2021

Not out of your top-line metrics, at least. If I ask you what your NPS tells you, you can probably go on about Customer loyalty, likelihood to repurchase, share of wallet, and many other great things that have come out of white papers and case studies over the years.

Effort Score 93

Effort Score NPS ROI Case Study 93

Andrew Mcfarland

SEPTEMBER 23, 2022

In addition, webinars, white papers, and video content are essential for establishing credibility. If the meeting is a one-off, it might be a good idea to use a sales dashboard or other tools to prepare metrics for the engagement. An active blog, white paper, or webinar can also help you build credibility.

Competitive Advantage 48

Competitive Advantage Touchpoint Meeting Sales 48

Education Services Group

JULY 30, 2018

THE GOLDILOCKS SWEET SPOT: QUALITY METRICS + INVESTED ANALYSIS. As you do that, new metrics will emerge to track conversions and successes. Download our white paper, Success Through Segmentation. Check out this white paper to learn more about that.) Download our Success through Segmentation white paper.

Comparison 53

Comparison Analysis Metrics Customer Success 53

datastax

DECEMBER 20, 2018

Customers often want a unified view of metrics across the full application stack that can provide application insights in a holistic view. we’ve announced the DSE Metrics Collector , which lets you integrate DSE metrics with many standard centralized monitoring solutions. Here are the key DSE 6.7 Simplified Deployment.

Technology 81

Technology Metrics Video Training 81

inmoment

JULY 6, 2020

As we outline in our recent white paper on this subject, Five Predictions About The Future of Retail Banking , retail banking brands can achieve this goal by asking the right questions. Check out our new white paper “ Five Predictions About The Future of Retail Banking ” by retail banking CX expert Jennifer Passini.

Banking 52

Banking Retail Financial CRM 52

Gainsight

OCTOBER 25, 2021

Once that is accomplished, you must start measuring the right metrics to determine success. Download our white paper and learn how the top SaaS organizations measure success for their product strategies.

Feedback 98

Feedback Roadmap Analysis User Experience 98

Education Services Group

FEBRUARY 1, 2023

There’s a good chance that if you are a Customer Success leader, your workday began by logging in and reviewing your CS metrics dashboard. In our recent white paper “ How Long Does It Actually Take to Build a Customer Success Organization? ” Eureka (or whatever high-pitched scream a groundhog makes)!

Effort Score 52

Effort Score Customer Success Metrics Hotels 52

Gainsight

OCTOBER 28, 2021

Define your north star metric. The first step in determining your product-market fit is nailing down a north star metric. This is the key metric you’ll use to drive your brand and feature’s success. As you’re setting a north star and digging into metrics, think about your business as a bucket.

Marketing 52

Marketing Roadmap Metrics Measurement 52

Customer Bliss

FEBRUARY 9, 2017

This article pulls from a B2B digital trends report via EConsultancy and a Avanade/Sitecore white paper. Here’s some new research on the ties between good CX and revenue growth.

B2B 100

B2B Report Financial Customer Satisfaction 100

Customer Bliss

JUNE 27, 2017

She also downloaded “tons of white papers” and read thought leadership (including one of my books!). Cross-business agreement on how to measure the customer experience (shared metrics, what’s important, how does this lead to prioritization of work, etc.). These all fit together.

Retail 0

Retail Leadership Customer Experience Video 0

Bob Hayes

DECEMBER 17, 2017

Artificial Intelligence: The Customer Experience Imperative - An understanding of customer metrics now, more than ever, requires the proper application of math and statistics that underlie such fields as artificial intelligence and machine learning. Download the complete 22-page white paper. What Must You Ask?

Analytics 46

Analytics Data Competitive Advantage Social Media 46

Education Services Group

OCTOBER 4, 2018

Only focusing on your own targets and metrics while working with customers is an easy misstep. Check out the full list in our white paper, Onboarding your Customers with Purpose, Momentum, and Precision. Align everyone on a timeline, stay organized and keep your customer well informed.

Customer Success 53

Customer Success Tips Course Customers 53

Confirmit

JUNE 4, 2018

Most true programs (as opposed to an ad-hoc customer survey program) are still relatively immature and for businesses at that stage, there is some great guidance on rolling out new stages of your activities, identifying the right metrics for your organization and ensuring that you’re able to retain executive-level support in the longer term.

Touchpoint 40

Touchpoint Customer Experience Professionals Customers Metrics 40

CSM Magazine

JUNE 7, 2023

Consider publishing informative blogs, articles, white papers, or guides, that will help you share your knowledge and best practices with others. Always share your goals and progress through sustainability reports and social impact metrics to demonstrate your accountability.

Tips 52

Tips Social Media Policies Case Study 52

GetFeedback

FEBRUARY 15, 2019

Putting a metric to customer happiness helps you focus your efforts on moving the needle. They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. 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

Confirmit

AUGUST 10, 2019

It’s well known that a VoC program can have a measurable financial impact on your business by enabling improvements in key metrics such as customer churn, customer spend, and cost of service. Download the White Paper now.

ROI 40

ROI Customer Experience Study Financial 40

Thematic

MAY 27, 2021

Optimised: When a number of different metrics are being used to understand feedback - and organisations can use the data to understand what is causing changes to metrics (such as NPS). The team there have accumulated all their feedback channels to create one key performance metric - and everything in the bank orientated around this.

Analysis 62

Analysis Feedback Banking Metrics 62

West Monroe

APRIL 19, 2022

In 2008, someone (or a group of someones) published a white paper under the pseudonym Satoshi Nakamoto. At the time, this white paper didn’t exactly set the world ablaze. If the defined metric is achieved, the contract would trigger automatic payments to the target on a fixed schedule. Real-world application.

Company 52

Company Healthcare Innovation Industry 52

Bob Hayes

DECEMBER 17, 2017

Artificial Intelligence: The Customer Experience Imperative – An understanding of customer metrics now, more than ever, requires the proper application of math and statistics that underlie such fields as artificial intelligence and machine learning. Download the complete 22-page white paper. What Must You Ask?

Analytics 40

Analytics Data Competitive Advantage Social Media 40

SurveySparrow

APRIL 11, 2021

Choose metrics that you can track with certainty that will undoubtedly help to ascertain your campaign’s effectiveness. . An excellent lead nurturing strategy will contain a mix of content types such as emails, blog posts, white papers, social media posts, webinars, podcasts, etc. The number of current downloads, 2.

Strategy 98

Strategy How To Effort Score Social Media 98

Hallmark Business Connections

AUGUST 11, 2021

Your goals and measurements will differ from your digital metrics and strategies. For further insights, look to your top-performing online content for that target audience — whether it be a white paper, blog, case study, or offer — to inform what your direct mail message might be. What do they need to know?

Marketing 74

Marketing Social Media Omni-Channel Handbook 74

COPC

OCTOBER 13, 2021

To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management. Metrics unique to chat are: First response time (FRT). recommends designing a Chat Scorecard that includes top metrics agents should focus on during customer interactions. Average response time (ART).

Contact Center 52

Contact Center Call Center Training Management 52

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. This type of research extends well beyond the information that is gained from the typical reporting tools that summarize customer metrics with basic descriptive statistics. Use machine learning to uncover customer insights.

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

Education Services Group

SEPTEMBER 4, 2018

Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. These metrics are usually already gathered for general performance requirements. Download our 10 Simple Traits of an Awesome CSM white paper.

Customer Retention 49

Customer Retention Measurement Strategy Management 49

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. This type of research extends well beyond the information that is gained from the typical reporting tools that summarize customer metrics with basic descriptive statistics. Use machine learning to uncover customer insights.

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 94

CSM Magazine

JANUARY 12, 2021

Whenever a new iteration of the AI tool is released, remember to monitor key metrics that reflect and reinforce your original goals such as ‘What % of users engage with the assistant?’, ‘What are the most popular topics?’ How many visitors request transfer to a live agent?’ Your pathway to AI success starts with this 5-step checklist.

Self Service 52

Self Service Average Handle Time Chatbots Automotive 52

COPC

NOVEMBER 5, 2021

When organizations understand which metrics should be measured, they can maximize ROI on this digital touchpoint and use KPIs to adjust staffing models to optimize chat performance. We discuss these topics more in-depth in the white paper , The 2021 State of Contact Center Vendor Management. Did you know COPC Inc.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

Uniphore

DECEMBER 17, 2021

And it’s not hard to see why—Conversational Automation can simplify, streamline and speed up complex, time-consuming customer service processes, improving customer satisfaction (CSAT), net promoter score (NPS) and other key metrics. However, even the best solutions are only as good as the strategy behind them.

Net Promoter Score 130

Net Promoter Score Contact Center NPS Customer Satisfaction 130

Eptica

FEBRUARY 6, 2019

What’s more, traditional VoC surveys are focused on numeric, quantitative metrics because these are easiest to analyze and are good for revealing, for example, that your customers are unhappy. However, they don’t always give you the qualitative insights that explain why - or the emotions they’re feeling.

Automotive 73

Automotive Social Media Contact Center ROI 73

datastax

MARCH 14, 2019

Lastly, we know that insights and metrics drive the business decisions that you make on a daily basis. If the end goal of your application is to create a BI dashboard for tracking these metrics, there are a myriad of tools and technologies out there that are well-suited for business intelligence or business analytics. READ NOW.

Analytics 98

Analytics Technology Data Video 98

NobelBiz

FEBRUARY 13, 2024

RELATED RESOURCE White Paper | How to customize Your Caller ID Omnichannel Support Offering support across multiple channels (phone, email, chat, social media) ensures a seamless and consistent customer experience, allowing customers to interact with the call center through preferred channels.

Call Center 59

Call Center Self Service Software Contact Center 59

Bob Hayes

SEPTEMBER 18, 2017

Download the free white paper, " State of Analytics in Customer Programs, " by clicking the image. The least adopted analytics practices included using machine learning for insights (38%), using social media to determine customer sentiment (35%) and incentivizing employees using customer metrics (33%).

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

Beyond Philosophy

AUGUST 30, 2016

Edwards Deming believed that satisfaction was not an ineffective metric for understanding the impact of satisfaction on customer actions. The satisfaction (and delight, NPS, and CES) metric does not take consumer brand favorability and volume/type of positive and negative online/offline word-of-mouth into consideration.

Customer Satisfaction 60

Customer Satisfaction Measurement B2C B2B 60

Circular Edge

JUNE 5, 2019

CFOs also can drill-down into data and instantly access key metrics such as the volume of invoices out for approval, the dollar amount of invoices in each stage of processing, and invoice data by month, supplier, and type of invoice. Interested in learning more about the key metrics across your payables process?

Metrics 40

Metrics System Financial Analytics 40

Comm100

APRIL 8, 2016

Metric assessment protocol. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. It’s important to know where you see your business in the future, that way you can set measurable goals and have a solid backup plan in the case that things don’t pan out the way you expected them to.

Customer Service 105

Customer Service Social Media Call Center Multi-Channel 105