8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience! Manage volume of business fluctuations nimbly?

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience! Manage volume of business fluctuations nimbly?

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience! Manage volume of business fluctuations nimbly?

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

ClientSuccess

OCTOBER 5, 2021

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. Leading indicators are variables or occurrences which can help your team forecast how a customer account will fare over time. Five customer success leading indicators.

Customer Success 72

Customer Success Customer Relationships Metrics Webinar 72

ClientSuccess

OCTOBER 25, 2021

Knowing how to identify these indicators, which metrics to track for each, and how to gauge success is critical for any customer success team looking to set themselves up for long-term success. Here, we’ll take a deeper look at the customer success leading indicators discussed in Part 1 to uncover some critical metrics behind each one.

Customer Success 64

Customer Success Metrics Measurement Document 64

ClientSuccess

NOVEMBER 22, 2021

Surveys are a great way to collect customer sentiment and feedback throughout their journey for multiple reasons, the most significant being that they provide a distanced (aka not face-to-face) channel to deliver straightforward, unbiased input. Customer Engagement. eBook: 5 Ways To Surprise & Delight Your Customers.

Marketing 52

Marketing NPS Voice of Customer Social Media 52

SurveySparrow

JANUARY 31, 2024

A Webinar feedback survey can do wonders right after a session! Periodic Check-ins: You need to have a clear idea of customer expectations. Implement CSAT periodically for ongoing insights into customer satisfaction. Customer Health Score Customer Health Score is like a health checkup for your customer relationships.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Metrics 52

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. Providing access to on-demand training enables CSMs to support more customers and create a faster onboarding process.

Customer Success 98

Customer Success Customer Satisfaction Customer Retention Customers 98

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

Gainsight

JUNE 13, 2023

Customer health scoring is a crucial tool for measuring and predicting customer sentiment, retention, and expansion. In our recent Titans of Scale webinar , we dug into perspectives on health scores from both a Customer Success (CS) leader and a Customer Success Manager (CSM) at the AI-powered connected workspace platform Notion.

E-support 59

E-support Measurement Webinar Customers 59

Lithium

DECEMBER 6, 2022

Hospitality Brands: Facing the Pressure with Digital Solutions + NEW AUDIBLE VERSION It’s clear that travel brands need to expand their reach into new customer engagement methods, but what might be the best path to accomplish this? Thankfully, Khoros’ customer Airbnb has provided a perfect game plan. Publishing.

2022 52

2022 Social Media 2023 Roadmap 52

ChurnZero

MARCH 13, 2020

Convening in a meeting room chock-full of Customer Success Managers, we pondered the purpose of the arguably antiquated QBR. Customers complain they take too long.”. Once QBRs become a metric, they become less meaningful.”. Sometimes, having four QBRs a year for a customer IS too much.”. ” Time-bound. Register now!

Events 59

Events Webinar Metrics Customer Success 59

ClientSuccess

OCTOBER 12, 2020

Build a customer success journey map: Understanding the entire customer journey from onboarding to adoption to renewal to growth is key for proactive customer engagement. You can learn more about proactive customer success with these other resources: eBook: Customer Success as a Culture: Customer Success Leaders Edition.

Customer Success 59

Customer Success Webinar Leadership 2020 59

ClientSuccess

JUNE 22, 2021

Use this as an opportunity to show value and move your customer relationship further. . Your customers probably haven’t had any big external in-person meetings in the last year either, so hosting or attending a customer meeting will be a big deal for both parties involved. Toolkit: Customer Success Metrics Toolkit.

Customer Success 52

Customer Success Metrics Travel Webinar 52

ChurnZero

AUGUST 13, 2021

Plus, we cover how to ensure you don’t just add complexity with more tools, but actually use your data to enhance the customer experience through better decision-making. During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. .

Customer Success 98

Customer Success Webinar Communication Interaction 98

ChurnZero

AUGUST 14, 2020

Using third-party integrations to bring company-wide customer data into a central hub that’s designed to automate and optimize a Customer Success Manager’s output is when Customer Success really becomes a force to be reckoned with. Customer Relationship Management (CRM) Software. Webinar Software.

Customer Success 87

Customer Success NPS Webinar Net Promoter Score 87

Totango

JANUARY 16, 2020

There is no need to pit customer delight against customer satisfaction. Each are goals you should pursue as you strive to provide value to your customers. You should establish a clear pathway to product success early on in your customer relationship, complete with a series of goals that indicate progress.

Customer Satisfaction 62

Customer Satisfaction Customers Customer Success Document 62

ChurnZero

FEBRUARY 17, 2021

ChurnZero Resource: New Manager’s Guide for a Customer Success Strategy Implementation. Key Performance Indicators (KPIs): Customer Success. TSIA Resource: 8-Minute Mini-Webinar: Customer Success Maturity Model. ChurnZero Resource: Churnopedia – SaaS Metrics. Improve Customer Experience.

Customer Success 78

Customer Success Workshop 2021 Webinar 78

Totango

OCTOBER 13, 2020

You can activate word-of-mouth recommendations by turning customers into advocates , and display their advocacy through case studies published on your website, reference calls, or testimonials from clients included in webinars. Customers who become advocates stimulate enterprise growth and drive value.

Webinar 62

Webinar Customer Success B2B NPS 62

CustomerSuccessBox

APRIL 6, 2022

Many customer success teams rely on a systematic approach to get everything done during the day. They ensure that nothing important for particular customers falls between the cracks. The solution is to drive those ‘aha’ moments with customer success. Some customer success teams struggle with this balancing act.

Customer Success 52

Customer Success Customers Innovation ROI 52

SurveySensum

AUGUST 28, 2023

But what if there was a way for SaaS companies to make onboarding a breeze, ensuring that every customer’s journey begins with a smile? One of the key metrics used to gauge the effectiveness of onboarding is the Customer Effort Score (CES). Real-time assistance can prevent frustration and keep customers engaged.

Demo 52

Demo Effort Score Workshop Feedback 52

ChurnZero

FEBRUARY 28, 2020

But, if you’re using digital communication, you have access to all sorts of “marketing” metrics to better understand your customers’ product and communication engagement. During the webinar, we discussed how to: Leverage email and in-app metrics to track overall customer engagement.

Customer Success 64

Customer Success Webinar Customer Journey Customer Journey Mapping 64

Totango

SEPTEMBER 4, 2020

That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. When your enterprise starts to fulfill its growth potential, it becomes impossible to greet every customer with one-on-one attention.

Customer Success 63

Customer Success Communication Customer Relationships Customers 63

Kustomer

FEBRUARY 19, 2024

With Kustomer, CX managers can also create custom reports and track agent metrics down to the minute. This real-time insight enables teams to adjust their strategies or workflows immediately, ensuring that customer needs are met efficiently. Do You Know The Critical Metrics To Measure Your Customer Experience?

Social Media 52

Social Media Multi-Channel Omnichannel E-support 52

Totango

SEPTEMBER 24, 2020

Customer value is the key to maintaining customer relationships and maximizing customer lifetime value under such conditions. Customers are loyal to the ongoing value you provide them. Onboarding is your first chance to implement a practical, data-driven approach to customer engagement.

Customer Success 78

Customer Success Customer Journey Customers Metrics 78

Qualtrics

FEBRUARY 17, 2021

She has spent the past 12 years building the digital CX capabilities throughout Deluxe’s properties and has implemented bi-directional integrations among Adobe Experience Platform, Qualtrics, and Quantum Metric to ensure CX teams provide customer insights impactful to each business unit. Please register here for this webinar.

E Commerce 26

E Commerce Webinar Metrics E-support 26

ChurnZero

FEBRUARY 14, 2020

No one relates to “siloed systems” or “streamlined processes,” but they do care about annoying their bogged-down development team twice a week with manual email requests for a customer’s product usage stats. Customer Engagement (Testimonials, Referrals, Feedback). Relationships need to be nourished and nurtured.

Net Promoter Score 64

Net Promoter Score Customer Journey Mapping Webinar B2B 64

ChurnZero

MAY 28, 2021

To strength your customer relationships and trust, you need to continuously teach your customers something new – whether that’s related to helping them use your product, grow in their profession, or better understand the industry. Invitations to thought leadership webinars and product trainings.

Engagement 98

Engagement Touchpoint Events Customer Success 98

ChurnZero

AUGUST 13, 2021

Plus, we cover how to ensure you don’t just add complexity with more tools, but actually use your data to enhance the customer experience through better decision-making. During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. .

Customer Success 52

Customer Success Webinar Communication Interaction 52

CSM Magazine

FEBRUARY 2, 2022

The smart analytics suite will provide an integrated bird-eye view of geography, acquisition, and customer engagement for your emails. Check customer engagement duration and exact time of opening email. Building customer relationships and free onboarding sessions. SMS, Facebook, and Webinar integrations.

2022 52

2022 Social Media Sales Customers 52

Kustomer

DECEMBER 29, 2020

Instead, that information is available at the click of a button, allowing the agent to personalize the customer’s experience by giving fine-tuned advice, addressing problems proactively, and suggesting other products or services the customer might enjoy. Report: What Consumers Expect From the Customer Experience. The result?

2020 105

2020 E Commerce 2021 Consumers 105

Totango

AUGUST 14, 2020

Defining Customer Success Throughout the Customer Journey. The customer success approach breaks down the customer journey into simple, easy-to-manage stages. Each stage can then be assigned goal-driven actions that guide customer engagements and keep them on track to long-term growth.

Customer Success 76

Customer Success Definition Customer Journey Customers 76

Kitewheel

JULY 27, 2020

The benefits of loyalty programs tend to fall into two categories, increasing customer engagement and maximizing customer value. Loyalty programs can also be a good way to track and influence customer engagement. Companies can use the program to communicate with their customers instead of relying on email.

Loyalty Programs 52

Loyalty Programs Loyalty Rewards Programs Customers 52

Totango

FEBRUARY 21, 2019

With a comprehensive customer success platform , it’s possible to maintain a highly visible, real-time assessment of each account and individual’s customer engagement. Such programs can pique a customer’s interest and enforce the value of your partnership. Be flexible in your negotiations with lapsed or at-risk customers.

Customer Success 63

Customer Success Social Media Rewards Programs Webinar 63

ClientSuccess

JULY 17, 2019

2: Pay close attention to back-end metrics. Another way customers can indirectly help refocus a failing product is by paying particular attention to specific metrics. If your product requires a complete rebrand or refocus, it’s these areas of customer insight that can help direct success. . Customer sentiment.

Metrics 40

Metrics Webinar Feedback Customer Success 40

Gainsight

SEPTEMBER 20, 2019

Allow these metrics to guide your budget for customer experience. Investing in systems that fill in the gaps in your CX will help get your customers quicker to value and your business quicker to its target goals. Customer relationships aren’t so simple anymore—in fact, they’re unbelievably complex.

2020 56

2020 Webinar Customer Success Customers 56

ClientSuccess

SEPTEMBER 26, 2019

But gaining new customers is a hard process, costing about five times as much as retaining an existing customer. . That’s one of the reasons why so many businesses focus on retaining the customers they’ve already gained. But how do you keep your existing customers coming back for more?

Customer Retention 49

Customer Retention Net Promoter Score Metrics Customer Success 49