Education Services Group

JANUARY 18, 2022

Customer Success charters are expanding to cover more revenue-related activities, but CS leaders can do more to validate their influence on their company’s overall revenue growth. These are all important metrics to keep in mind as you choose the best KPIs to showcase the results of your CS team’s efforts. The list goes on and on.

Metrics 52

Metrics Customer Success Financial Leadership 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

BirdEye

FEBRUARY 21, 2023

It’s especially important for local businesses looking to connect with their communities and grow their customer base. In this comprehensive guide, we’ll walk you through everything you need to know about social media management for local businesses. This helps build relationships between the company and its customers.

Social Media 98

Social Media Management Multi-Channel ROI 98

ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Here’s how to plan an effective stakeholder management strategy and track your performance. A well-designed stakeholder engagement and management strategy includes two key components: An action plan for promoting stakeholder engagement.

Engagement 85

Engagement Management Net Promoter Score Customer Journey Mapping 85

delighted

JANUARY 20, 2022

This post is a guest contribution by Project Manager and B2B Copywriter, Lee Li Fang. No matter what industry a company is in, customer satisfaction is one of the most important measurements of success. The best way to ensure that your company is succeeding in this area is to collect and monitor customer opinions and sentiments.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business. Customer Health Metrics.

Financial 52

Financial Metrics Customer Success 2014 52

CSM Magazine

JANUARY 27, 2023

In today’s day and age, technology is evolving at a never-before-seen rate, providing organizations with fresh and creative options – from customer relations to inventory management. Automation of repetitive chores Automating repetitive work is one of technology’s most potential advantages for managing consumer businesses.

Consumers 52

Consumers Technology Management E Commerce 52

SurveySparrow

MARCH 18, 2020

Sales managers might feel as if they are getting a lot done but they will be going nowhere if they don’t measure their efforts. That’s why having KPIs is important for salespeople so that sales managers can keep them accountable. Benefits of tracking KPIs for Sales Managers.

Sales 52

Sales Management Net Promoter Score NPS 52

Retently

MAY 15, 2024

If you’re managing a website and wondering how to gauge if your visitors are digging their experience, then Net Promoter Score ® might have popped up on your radar. In simple terms, NPS is a metric used to figure out how likely people are to recommend your site to their friends. If it doesn’t, why not?

Net Promoter Score 78

Net Promoter Score NPS Feedback Metrics 78

Kayako

JULY 27, 2017

As a support team manager, you’re already wearing a ton of hats – bet you didn’t think data wizard would be one of them, huh? But this is your life as a manager developing a SaaS customer support model that scales. And there’s so many metrics you can track ! 5 Metrics that shape your SaaS customer support model.

Metrics 80

Metrics Net Promoter Score NPS Customer Satisfaction 80

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

SurveySensum

SEPTEMBER 26, 2023

As a product manager, this can be a disheartening experience. You’ve likely encountered the pain points of low product adoption and felt the weight of challenges like customer churn and stagnant growth. It is a critical metric for companies as it directly impacts the success and sustainability of a product.

Management 52

Management Demo User Experience Measurement 52

NICE inContact

NOVEMBER 7, 2018

If you are a call center manager, you likely ask these questions on a regular basis. Below is a list of call center metrics you should look at to improve not only your efficiency, but also your quality and outcomes. Quality scores indicate the level of performance your agents display in their interactions with a customer.

Metrics 48

Metrics Net Promoter Score Average Handle Time Call Center 48

Retently

JULY 28, 2023

A short definition of the CXO position describes it as being responsible for managing the business relationship with its customers throughout the entire customer experience journey. Their role is to champion the customer’s perspective and advocate for their needs within the company.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

BirdEye

MARCH 24, 2023

Table of contents Business development defined Differences between business development and sales Business development versus sales development Differences between business development and marketing What does a business development manager do? A marketing manager is often involved in developing a marketing plan.

2023 98

2023 Return on Investment Social Media Sales 98

LiveChat

SEPTEMBER 19, 2018

Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify. Customer success management is the next layer on the top of a successful customer support team.

Customer Success 106

Customer Success Management Sales Customers 106

Lumoa

JUNE 30, 2022

The more your company invests in CX systems and teams, the more you’ll feel the positive impact on your customers (and your business metrics). Support interactions are an important part of the customer experience you’re creating, but making them the main thing can hurt you. Competing strategic priorities.

Customer Experience 110

Customer Experience Metrics Feedback Insights 110

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Customer Satisfaction (CSAT). Customer Effort Score (CES).

NPS 49

NPS Metrics Net Promoter Score Customer Service 49

Gainsight

JULY 7, 2020

Churn (the amount of revenue lost from a company’s existing customer base each year) is a metric that rises to the top of most SaaS leaders’ minds; it is one of the most commonly tracked metrics in SaaS businesses. Differences in Customer Success Manager responsibilities could impact churn.

Customer Success 97

Customer Success Management Metrics Customers 97

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics.

Metrics 59

Metrics Customer Success E-support Net Promoter Score 59

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Customer Satisfaction (CSAT). Customer Effort Score (CES).

NPS 49

NPS Metrics Net Promoter Score Customer Service 49

Customer Bliss

MAY 9, 2018

I’ve been asked, “How do you persuade top management that customer centricity is not a cost?” ” In order to do so, you must affect change in four areas that shift the mindset of the leadership team and elevate the customer within the consideration set. In their simplicity, they drive action.

ROI 245

ROI Customer Experience Leadership Measurement 245

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. While yes, at the end of the day both roles work directly with customers to ensure success, the ways that they carry out the responsibility are notably very different. Let’s talk about Account Managers first.

Customer Success 47

Customer Success Management Definition Metrics 47

Kapta Customer Success

MAY 27, 2019

There are a lot of intangible factors in key account management, your customer’s idea for success or failure being one of them. All of your customers likely choose to use your products or services for different reasons and because of this, what they expect/demand out of your product is going to be different from company to company.

Metrics 49

Metrics Customer Success Measurement Customers 49

BirdEye

SEPTEMBER 29, 2023

Knowing your customers is an integral part of your business’s success. It helps you define brand strategies , choose product development tools, and find the proper channels for your sales team to engage with your customers. Focusing on the customer is especially important during a marketing campaign.

Insurance 109

Insurance Social Media Multi-Channel Advertising 109

SurveySparrow

DECEMBER 14, 2020

Business leaders today are well aware that the success of a company is heavily dependent on customer experience management. Happier customers improve sales and ensure a stable revenue base for your business. That is why businesses have extensive budgets to improve their CX and create loyal customers.

Customer Experience Management 52

Customer Experience Management Measurement Customer Experience Net Promoter Score 52

ViiBE Blog

AUGUST 17, 2021

What is the purpose of customer experience management? Customer experience. This is why customer experience management, meaning a process of tracking customer expectations and undertaking relevant actions, has become one of the focus points of businesses across different industries. ViiBE Blog.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. NPS is not the answer.

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

ChurnZero

JANUARY 18, 2024

SaaS enables customers to trade the large capital expenditures associated with traditional enterprise software for smaller operating expenses: a lower cost of entry, and minimal IT infrastructure to manage. Hence, the the role of a chief customer officer (CCO) which we define this way. However, that benefit comes with risks.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Customer Satisfaction 52

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. NPS is not the answer.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

Team Support

DECEMBER 8, 2023

As customer expectations continue to rise, businesses must invest in robust customer support software to streamline interactions, enhance efficiency, and ultimately build lasting relationships. Is your company prepared to deliver exceptional post-sale customer support?

Omnichannel 105

Omnichannel Social Media Customer Satisfaction Customer Centricity 105

delighted

MARCH 4, 2020

These are the challenges that effective Customer Experience Management (CXM) can solve. CXM is the strategy behind gaining data on what customers are experiencing and using that information to improve how your business delivers on customer expectations. The what, where, and why of customer experience management (CXM).

Customer Experience Management 52

Customer Experience Management Definition Customer Experience Management 52

West Monroe

NOVEMBER 20, 2023

Prior to joining West Monroe, Dhaval was a managing director with the Waterstone Group that was acquired by West Monroe. Created with Lunacy Q&A Nick, how do you help your clients make the case for customer success internally and help the teams understand the importance of it? How do we differentiate ourselves?”

Customer Success 52

Customer Success Financial Metrics Multi-Channel 52