CSM Practice

FEBRUARY 8, 2023

One of the best ways to grow your business is to track several customer success metrics and use this SaaS valuation data to make effective decisions. If you’re wondering what kind of data to collect, these metrics will help you measure customer satisfaction levels and develop strong retention strategies. Start tracking metrics today!

Metrics 52

Metrics Net Promoter Score Advertising 2025 52

ChurnZero

JUNE 9, 2023

So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.” CS team members at all levels would do well to learn about metrics that can better articulate the effect they have on churn, renewals, and expansions.

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. Metrics that Matter: Tracking Contact Center Performance Key Performance Indicators (KPIs) In the vast ocean of data, KPIs emerge as the lighthouse, guiding businesses safely towards their desired destinations.

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

ClientSuccess

DECEMBER 21, 2021

However, when it comes to knowing which metrics to track, not all customer success leaders are on the same page. There are widespread metrics like NPS and sentiment and high-level numbers like churn rate and retention rate. Product adoption: this metric tracks how many users at a specific customer are using the product or service.

Metrics 100

Metrics Customer Success Net Promoter Score NPS 100

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! NPS, CSAT, FCR, Health / Effort Score, etc.) An equivalent metric can be monitored for EX and PX: cycle time and value.

Metrics 62

Metrics Management ROI Effort Score 62

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Your organization may select a metric to use that helps capture how customers are feeling about working with you. Net Promoter Score (NPS).

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Retently

OCTOBER 5, 2023

It’s the Net Promoter Score (NPS). NPS offers a lens to segment your audience into three groups: the loyal Promoters, the on-the-fence Passives, and the critical Detractors. Hence, NPS isn’t just another metric. You could also organize webinars, workshops, or even community events.

NPS 78

NPS Net Promoter Score Loyalty Feedback 78

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. How to Calculate 6 Key Customer Success Metrics. This blog post covers the six metrics every Customer Success professional needs to know. Top 5 Customer Success Webinars of 2018.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

Feedbackly

DECEMBER 2, 2022

Not to brag, but the many client testimonials and data prove it to be one of the most effective and versatile CX metrics available today. In this article, we explain why it was developed and how it resolves the drawbacks of other CX metrics. Net Promoter Score (NPS) was developed to measure CX from the lens of loyalty and advocacy.

Net Promoter Score 98

Net Promoter Score NPS Metrics Customer Journey 98

SurveyGizmo

NOVEMBER 5, 2021

Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT). The API can serve as a catalyst for automated actions based on metrics like lead score. Like many companies, we collect NPS scores from customers. They may look at the metric every quarter, but few act on it. Social media activity.

Net Promoter Score 98

Net Promoter Score NPS 2022 Social Media 98

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. General business metrics are important as well, so you can tie your activities back to overall company goals. Customer Satisfaction Score (CSAT). Net Promoter Score (NPS). The Daily Active Users (DAU) metric provides that information daily.

Metrics 65

Metrics Net Promoter Score Management NPS 65

SurveyGizmo

FEBRUARY 4, 2021

Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar. Loyalty metrics depend upon the business, their product, and their customer base. You can find it here.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

Experience Matters

OCTOBER 14, 2014

As part of Customer Experience Day , I interviewed Mercedes-Benz USA (MBUSA) CEO Steve Cannon on a CXPA.org webinar called Customer Experience from the C-Suite. One of the highlights of the webinar was when Cannon said that “ customer experience is the new marketing ” and is critical for fulfilling MBUSA’s brand promise, The Best or Nothing.

Webinar 111

Webinar Net Promoter Score Leadership B2B 111

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Metrics 98

Metrics Customer Success Insights Net Promoter Score 98

ClientSuccess

MAY 17, 2022

Whether you are brand new to the customer success scene or have been a customer success professional for years, one metric of success has been on your radar since day one: Net Promoter Score. Recap: what is a Net Promoter Score? Webinar: Designing a Proof of Concept Strategy That Converts.

Net Promoter Score 52

Net Promoter Score NPS Customer Success Webinar 52

ClientSuccess

OCTOBER 8, 2019

And to get good data, you have to have good metrics in place. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: 3: Net Promoter Score (NPS). Net Promoter Score, or NPS, is an established, popular metric for measuring how your customers view your company or product.

Metrics 49

Metrics Net Promoter Score NPS Customer Retention 49

ClientSuccess

JANUARY 3, 2023

Learn more about the power of building trust with your clients in this webinar. 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. Do You Refer Our Company to Others?

Net Promoter Score 81

Net Promoter Score Reference Loyalty Customer Confidence 81

Playvox

MARCH 19, 2024

Boosting CX With robust customer data and information ready at the quick, AI-based contact center tools allow agents to help answer questions more precisely and resolve customer issues for first contact resolution – a key metric. This improves customer satisfaction and net promoter scores, and other key customer service metrics.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

Kayako

JULY 27, 2017

And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. You can use these metrics to be a hero and champion to your cause for other teams. 5 Metrics that shape your SaaS customer support model. First response time.

Metrics 80

Metrics Net Promoter Score NPS Customer Satisfaction 80

ClientSuccess

MAY 24, 2022

As a customer success professional, you’ve likely heard many times about the Net Promotor Score (NPS). This all-encompassing customer success metric is probably foundational to your customer success strategy and your team’s decisions to ensure your customers are happy, well-managed, and growth-oriented.

Net Promoter Score 52

Net Promoter Score NPS Metrics Webinar 52

AskNicely

JANUARY 10, 2019

Validating that, AskNicely’s 2018 NPS Benchmark Study found forward-looking companies that strategically step away from price wars to concentrate on customer experience metrics are discovering more retention and better growth. Tracking of Customer Experience Metrics Now Required. Five Common Customer Experience Metrics.

NPS 60

NPS Metrics Customer Experience Net Promoter Score 60

Education Services Group

MAY 12, 2022

Do you see the connection to Net Promoter Score (NPS) yet? This scenario collects NPS in moments where other CX metrics are the driving factors for the response—not a very telling reflection of advocacy. Stop thinking about NPS as a metric. Keep reading. That’s right, zero. The Resolution.

NPS 52

NPS Metrics Net Promoter Score Effort Score 52

inmoment

JULY 13, 2020

Today, we’re going to take a brief look at how to prove that ROI by telling the story of CX—a story of metrics, connections, aspirations, and, yes, hard numbers. The factors that comprise good CX storytelling are as follows: Operational Metrics. Key Metrics. Business Metrics. Operational Metrics. Key Metrics.

ROI 52

ROI Net Promoter Score Customer Experience Metrics 52

Beyond Philosophy

JUNE 27, 2019

We discussed this in detail when I hosted the first in a series of webinars for Freshworks, How Consumer Emotions Impact Customer Loyalty. Our research shows that there are clusters of emotions that directly impact a company’s Net Promoter Score and other value metrics.

Net Promoter Score 138

Net Promoter Score Hospitality Webinar Airlines 138

Experience Investigators by 360Connext

MAY 12, 2020

The Reality: We Have Metrics Available, We Just Need to Use Them. There are widely-used, well-regarded metrics available to help organizations quantify their customer experience success. It uses not only a numbered, 1 to 10 scale, but more importantly asks why a score was given. The Reality: Customer Experience Builds Sales.

Contact Center 162

Contact Center Metrics Net Promoter Score Financial 162

SurveySparrow

DECEMBER 24, 2023

Businesses often rely on specialized survey metrics when gauging customer satisfaction and loyalty. Let’s delve into three popular ones: Net Promoter Score (NPS) Customer Satisfaction Score (CSAT) Customer Effort Score (CES) …and see how they align with various types of customer experience surveys.

Customer Experience 52

Customer Experience Net Promoter Score Effort Score NPS 52

Beyond Philosophy

SEPTEMBER 15, 2015

Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e., Please CLICK HERE to join us for the Webinar. It is simple.

Net Promoter Score 153

Net Promoter Score NPS Banking 2003 153

Lithium

JULY 5, 2022

Labels house the type of content, or in other words - if it’s a thought leadership article, a product update, best practices, or webinars. You could then explore all other Atlas content that focuses on engagement rate whether it’s an article, forum, webinar, or podcast. Here's how you use these. Increased Revenue. Resolution rate.

Leadership 52

Leadership Net Promoter Score NPS Webinar 52

Oracle

OCTOBER 6, 2019

We also look really closely within our webinars. Consistent metrics from the cloud. It’s easier for us to measure our success now that we’re in the cloud, because we have consistent metrics, and we have a consistent way to measure everybody. Net Promoter Score as the customer experience metric.

Net Promoter Score 54

Net Promoter Score Measurement Effort Score Average Handle Time 54

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

Metrics 94

Metrics Customer Success Net Promoter Score NPS 94

Wootric

DECEMBER 2, 2019

You may take a customer journey approach to tracking metrics like Net Promoter Score or CSAT, gathering feedback at moments that can make or break customer loyalty. In the business world, metrics are what matters most; and that’s where your customer journey analytics come in handy.

Voice of Customer 52

Voice of Customer NPS Net Promoter Score Insights 52

Confirmit

MARCH 19, 2019

Expecting everyone in the business to care as much about Net Promoter Score as you do? Why tangible action is better than chasing the metrics. Watch this webinar today to make sure you’re not one of them. Watch this webinar today to make sure you’re not one of them. What are your worst habits?

Net Promoter Score 40

Net Promoter Score Webinar 2019 Customer Experience Professionals 40

SurveySensum

JANUARY 4, 2024

Let me tell you something straight, NPS is a very important metric when it comes to gauging customer loyalty and boosting retention. Action Taken Understanding that customers were eager for accessible and engaging resources, they alerted their marketing team to create webinars and videos for easy knowledge sharing with their customers.

NPS 52

NPS Webinar Banking Demo 52

Beyond Philosophy

JANUARY 2, 2019

Maersk, a global shipping company, improved their Net Promoter Score +40 points in 30 months, which also lead to a 10% increase in shipping volumes. Glenn Laverty, president and CEO of RICOH Canada worked with our global Customer Experience consultancy and improved his Net Promoter Score 34 points in 30 months.

Net Promoter Score 156

Net Promoter Score Customer Experience Hospitality Consulting 156

inmoment

JUNE 8, 2020

Metrics like the Net Promoter Score and its underlying philosophy, the Net Promoter System, are also helpful here. . More specifically, CX teams should establish a regular cadence for meeting, reviewing metrics, and looking for ways to adapt today’s progress to tomorrow’s CX goals. Key #5: Management.

Government 52

Government Net Promoter Score Financial Metrics 52

Lumoa

APRIL 18, 2023

Your organization probably already collects data in many of these categories: Customer metadata (age, location, etc) Product and website usage patterns Survey data (Net Promoter Score, customer satisfaction, etc.) Receiving more precise observations When metrics fluctuate, it’s often unclear what the root cause was.

Customer Experience 83

Customer Experience Management Net Promoter Score Insights 83