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.

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Webinar Blog Customer Success Net Promoter Score 71

ClientSuccess

NOVEMBER 1, 2017

The live webinar happened on Tuesday, November 7th at 2:00 pm EST. You can access the recorded webinar here. Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that matter for product and customer success teams. Overlapping metrics between customer success and product.

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Webinar Metrics Customer Success Demo 40

ChurnZero

DECEMBER 1, 2020

Webinars are a quick and easy way to find out more about a topic especially if you don’t know where to start. As we have a large library of on-demand webinar content in our Resources center , we often get asked by customers, which ones are the most popular and must-see to get caught up on. How Do You Rank? What’s Next.

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Webinar Customer Retention Customer Success Loyalty 59

Think Customers

MAY 20, 2024

This week’s Fast Track CX ROI webinar is the second episode in ECXO’s three-part series of short, practical sessions hosted by Ricardo Saltz Gulko, ECXO co-founder and managing director of Eglobalis , a global adviser in CX, design, and innovation. Watch the webinar on-demand. Say what you do and do what you say.”

Chief Customer Officer 52

Chief Customer Officer Webinar ROI Customer Expectations 52

RapportBoost

OCTOBER 20, 2018

Rote was cited specifically for implementing RapportBoost’s Conversational Selling Analysis Platform that helped dramatically increase her company’s live chat performance metrics. ” Registration information for the webinar can be found at [link]. About RapportBoost. RapportBoost.AI RapportBoost.AI

Contact Center 70

Contact Center Webinar Presentation Sales 70

Lithium

JULY 7, 2021

We are proud to announce Khoros has launched two new podcasts: CX Confessions: The Customer Experience Show , a thought leadership podcast on CX featuring C-suite executives, and Titans of Customer Engagement , a podcast highlighting tactical, digital engagement best practices and strategies with Khoros customers.

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2021 Roadmap Webinar Leadership 52

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. In her CS100 Summit session, Carine shared her ideas of the top customer success leadership characteristics. Ultimate Guide to SaaS Customer Success Metrics.

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Presentation Leadership Customer Success 2017 40

CloudCherry

MARCH 28, 2019

But rarely do platforms actually deliver on the thought leadership they put out through their PR efforts. Thought leadership is nice, but action is better. Are you being sold vague intangible ROI metrics or are you given a direct connection between CX and the money? If they were successful, NPS increased.

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Insights CEM NPS ROI 231

Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Read a blog daily, set a weekly time slot on your calendar to watch a webinar, or listen to a podcast episode while doing chores. Customer Success Leadership. Customer Success Leadership. Customer Experience.

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2021 Customer Success Webinar Multi-Channel 111

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: Net Promoter Score, or NPS, is an established, popular metric for measuring how your customers view your company or product. Success isn’t based on “we think” or “we feel”.

Metrics 49

Metrics Net Promoter Score NPS Customer Retention 49

Totango

JUNE 30, 2020

Even more than at other times during the customer journey, your customers want leadership, support, and guidance from you. Make sure the metrics behind health scores and early warning systems are updated to account for the new environment. Invite customers to upcoming free training webinar series. Get started for free today.

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Communication Webinar Metrics Customer Retention 126

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics. Magazine, Forbes, U.S.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Lithium

MAY 3, 2022

In this webinar you’ll: Learn about key innovations and investments across the Khoros platform. Twitter ads and metrics can be viewed and filtered in the calendar, as well as in dashboards, data exports and custom metrics. to present to their leadership team. Advanced CX Insights Webinars Watch now.

Multi-Channel 52

Multi-Channel Webinar Social Media Roadmap 52

InMoment XI

JULY 20, 2023

We are all inundated by articles and webinars that start with “How to Use ChatGPT to…” I have also had way too many conversations with my Gen-Z son and millennial colleagues about how they use the tool to make everyday tasks go by more quickly. It seems like the internet is full of ChatGPT “hacks” these days.

Customer Experience 379

Customer Experience Customers Webinar Brands 379

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

Free events include webinars, panel discussions, and all kinds of global learning opportunities throughout the day. Follow along with the CCXP Core Competencies Webinars. One Size Doesn’t Fit All: Determining the Right CX Success Metric(s) for Your Organization. Why do we do this? Bookmark CX Day On Demand.

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2019 Social Media Webinar Events 146

ClientSuccess

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . Rely on metrics to gauge success. . Webinar: Why Continuous Onboarding is Critical for Your Business.

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Webinar Metrics Customer Relationship Management Leadership 65

ClientSuccess

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . Rely on metrics to gauge success. . Webinar: Why Continuous Onboarding is Critical for Your Business.

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Webinar Metrics Customer Relationship Management Leadership 64

Playvox

FEBRUARY 27, 2024

Modern WEM solutions for contact centers include support for: Recruitment and onboarding Evaluation and improvement Time management Assistance and task management Metrics and recognition Customer journey analytics A WEM suite includes the core quality management (QM) and workforce management (WFM) modules. Here are some tips to get started.

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Engagement Contact Center Culture Metrics 73

ChurnZero

JANUARY 25, 2024

KPIs now include not just customer satisfaction scores but also revenue-related metrics like renewal rates, upsell and cross sell targets, and customer lifetime value. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

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2024 Customer Success 2023 Leadership 52

SurveyGizmo

NOVEMBER 5, 2021

The API can serve as a catalyst for automated actions based on metrics like lead score. They may look at the metric every quarter, but few act on it. — Join our webinar, CX Predictions for 2022 , on November 16, 10am MDT. Data integration has directly led to data action at Alchemer.

Net Promoter Score 98

Net Promoter Score NPS 2022 Social Media 98

Experience Investigators by 360Connext

MAY 20, 2015

Keep banking on metrics like the lukewarm customer satisfaction rating your customers provide when they are literally walking out the door. Their leadership team is made up of people who are working together and leaving egos at the door. Training, online events and webinars. They will seek out your competitors just to spite you.

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Customer Journey Mapping Customer Experience Workshop Customer Journey 306

ClientSuccess

AUGUST 31, 2020

Your customer success department – as well as your organization’s executive leadership – understands that customer success managers need more visibility and insight into account activity in order to make the best decisions for customers, which is where your new customer success platform comes into the picture.

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Customer Success Webinar Metrics Leadership 105

ClientSuccess

MAY 10, 2022

The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. eBook: Ultimate Guide to Customer Success Metrics. Toolkit: Customer Success Metrics Toolkit. How to calculate Customer Lifetime Value. Ready to Learn More?

Metrics 59

Metrics Webinar Leadership Customer Relationships 59

Playvox

FEBRUARY 6, 2024

Thankfully workforce management software helps contact centers minimize compliance risks by automatically managing labor regulations, tracking time off, and other important labor metrics. Set goals, objectives, and metrics on how to infuse customer centricity not only in your contact center but across your entire organization.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Lithium

MAY 12, 2021

Those who do keep their jobs will do so by ensuring that their metrics and measurements relate to what matters most: KPIs with a dollar sign in front of them.” - Harley Manning, Forrester Research. Register for our webinar HERE. "CX leaders who can’t prove their value to the business will find themselves on the street.

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Webinar Customer Experience Professionals Measurement Leadership 59

inmoment

OCTOBER 3, 2018

When it comes to metrics, the human race is a little obsessed. Those of us in customer experience (CX) take metrics even more seriously, and for good reason. CX metrics help us understand our company’s relative position, reinforce expectations and key behaviors in our teams, and quantify our level of impact and achievement.

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Metrics Social Media Measurement ROI 40

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Metrics help separate process that are working from processes that need more fine-tuning.

Metrics 40

Metrics Customer Success Measurement Roadmap 40

ChurnZero

JUNE 12, 2020

If you replied, “Customer Success Director or above,” you’re not prioritizing your team by spending valuable leadership time on administration when it should be used to build your team’s strategy and remove obstacles in their way. Again, if you replied, “Customer Success Director or above,” you’re not getting the most value from leadership.

Customer Success 80

Customer Success Metrics Leadership Customer Retention 80

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. If you missed the webinar, you can watch it on demand.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

ClientSuccess

AUGUST 3, 2022

No, there are more important metrics to monitor: While the First Contact Resolution Rate may indicate how well your team is providing customer feedback, it does not necessarily reflect the fundamental interactions of a customer success team. This is also a great metric for your support team to monitor. The verdict? Want to learn more?

Metrics 79

Metrics Call Center Webinar NPS 79

ClearAction

JULY 20, 2023

Tech providers’ Customer Success teams strive to keep us engaged in a variety of meetings, messaging, webinars, etc. ClearAction’s Tech Buyers Guide revolutionizes mindsets, metrics, messaging, motivations, and momentum. You’ll know how in just 3 hours, in self-paced or live e-consulting.

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Technology Customer Success 2009 Consulting 62

ClientSuccess

MARCH 1, 2022

Put metrics in place that you can start tracking on day one. Get started on the right foot by putting metrics in place you can start tracking on day one of onboarding. Webinar: How to Speed Up Onboarding, Reduce Churn, & Drive Sales/Success Alignment. How is your team onboarding new customers?

Webinar 76

Webinar Metrics Sales Customers 76

ClientSuccess

SEPTEMBER 13, 2022

From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. This metric measures the time it takes for a new customer to complete the onboarding process. Toolkit: Customer Success Metrics Toolkit.

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Metrics Webinar NPS Customers 76

Think Customers

SEPTEMBER 21, 2021

Cerise and Jeff Far, TTEC’s group vice president of customer growth services, recently led a webinar where they discussed trends and emerging opportunities to gain traction in a post-pandemic market. It all begins with leadership. They gather associate metrics, coach on best practices, and use historical data to create targets.

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Sales Marketing Contact Center Webinar 52

SurveySensum

SEPTEMBER 5, 2023

Adopt a top-to-bottom approach, where leadership communicates the importance of customer experience excellence to all levels of the organization. Set Up KPIs for Measuring Your SaaS Success When it comes to understanding your customer expectations and experiences, it is vital to choose the right metric and launch them at the right touchpoint.

Insights 52

Insights Customer Experience Metrics NPS 52

Gainsight

FEBRUARY 28, 2023

Gross Revenue Retention (GRR) has become THE critical metric. In our final session of the Catapult webinar series , Gainsight CCO Kellie Capote joined Tim Van Lew to put a spotlight on the adjustments you should be making to put your company in the best position to build a resilient and efficient business.

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Touchpoint Metrics 2023 Customer Success 52

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. In the scaled model, we now have a monthly webinar on that topic, and we invite as many people as we can to it. Here’s a sneak peek at what we learned. That’s just one example.

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2023 Customer Success Chief Customer Officer 2022 52