Maru Group
AUGUST 3, 2020
In such cases, CX study design is based on the collective domain knowledge of clients and our experienced researchers (in addition to social chatter) to understand what aspects should be measured, quantified and analyzed on an ongoing basis to keep a pulse on customer relationship performance.
ClientSuccess
OCTOBER 12, 2020
There is a difference, however, between eking out a passable customer service strategy and actually building the foundation for a long-term, scalable customer success function. Your team wasn’t prepared for a customer changing direction mid-term. Do any of the following situations sound familiar?
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ChurnZero
AUGUST 13, 2021
I would say, go make friends with the CFO or the finance person and find out what metrics they care about. The Customer Success team needs to define the metric they care about. There’s churn rate, retention rate, net revenue retention, and all the metrics now that SaaS organizations look at.
Lumoa
AUGUST 23, 2021
Just like receiving a text message on your phone, tone allows for interpretation but being able to see facial expressions and read body language can relay a sense of competency and trust among customers. These analytics are always going to be crucial starting points for any type of growth, pandemic or not.
Beyond Philosophy
NOVEMBER 25, 2021
Now, many of the “other” stats were probably pretty important, but this was one that I could understand, so it was my metric for comparison. Therefore, it would be best to remember that the specifications of products are essential, but they might not be necessary to the customer. .
ChurnZero
AUGUST 13, 2021
I would say, go make friends with the CFO or the finance person and find out what metrics they care about. The Customer Success team needs to define the metric they care about. There’s churn rate, retention rate, net revenue retention, and all the metrics now that SaaS organizations look at.
CSM Practice
AUGUST 26, 2019
It is amazing how many organizations do not focus on how to change the behavior of their internal groups to help them understand the behavior of their external customers. Changing management is hard but critical to the success of a CS team. Ultimately, that change in behavior is what delivers your ROI.
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