Gainsight

SEPTEMBER 22, 2023

Put yourself in your customers’ shoes: Are you more likely to buy a product from a company you know has your back (via customer training) or one that’ll onboard you and then leave you out to dry with a traditional help center and occasional webinar? Thought Leadership Think of any well-established company. What do they have in common?

Competitive Advantage 52

Competitive Advantage Leadership Webinar NPS 52

ChurnZero

AUGUST 14, 2020

Use these data fields to create segments, trigger alerts, run automated playbooks, send NPS campaigns, manage customer journeys, and calculate ChurnScores. Net Promoter Score ® (NPS) Software. What is NPS software? NPS software is used to create, deploy, and manage NPS surveys. Webinar Software.

Customer Success 87

Customer Success NPS Webinar Net Promoter Score 87

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.

2021 111

2021 Customer Success Webinar Multi-Channel 111

Zeisler Consulting

AUGUST 17, 2021

As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time: How do you define the ROI? How do you sell CX to leadership? Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals.

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

ClientSuccess

DECEMBER 7, 2021

NPS surveys. The NPS survey is an industry-standard survey that allows CSMs to better understand if a customer would recommend your products, services, or company to their peers and/or colleagues. CSMs and companies of all kinds often use NPS surveys to see their recommendation rate across their customer base.

Customer Journey 83

Customer Journey NPS Webinar Feedback 83

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. We want to ensure Atlas offers our members comprehensive thought leadership and unique content with your future strategy in mind. Webinars & Events Some event areas are limited to Khoros customers only.

Multi-Channel 52

Multi-Channel Leadership Roadmap 2022 52

ClientSuccess

AUGUST 28, 2020

Customer churn software takes into account things like NPS score, engagement levels, customer sentiment, and growth potential to determine what accounts are at risk of churn. Webinar: Churn Prevention – How to Make Breakthroughs in Customer Success. Webinar: What if Your Current Customers Were Your Only Customers This Year?

Customer Relationships 95

Customer Relationships 2020 Customer Journey Mapping Webinar 95

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.

Net Promoter Score 81

Net Promoter Score Reference Loyalty Customer Confidence 81

ClientSuccess

APRIL 12, 2022

From NPS to customer satisfaction to customer health scores, you probably know how to calculate many, many complex data points into an easy-to-use score. Webinar: Customer Goals – How to Identify, Track, and Achieve. As a customer success professional, you work with scores daily. Are you ready to add one more to your arsenal?

Effort Score 52

Effort Score Webinar NPS Touchpoint 52

NICE inContact

OCTOBER 10, 2018

Our recent CX Grand Slam Webinar Series is a four-part event loaded with insights from industry experts. As a follow up, Mr. Brown has provided input into the following Questions and Answers: 1) Please translate the “Metrics” acronyms – CES, NPS, Churn Rate, LTV and EX, and how these help lead to continual improvement.

Contact Center 48

Contact Center Net Promoter Score NPS 2013 48

AskNicely

MARCH 8, 2018

When you pair real-time customer feedback with NPS, you can make this story your story. Join us for a special webinar. On March 14th at 11am PST / 2pm EST , we’re co-hosting a new webinar with TMC affectionately titled, “NPS Everywhere: The Competitive Advantage of a Customer-Obsessed Culture.” We want to show you how.

Net Promoter Score 60

Net Promoter Score Competitive Advantage Webinar NPS 60

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

ClientSuccess

JULY 20, 2022

All customer success organizations leverage some sort of feedback system through surveys, NPS, or Customer Health Scoring. You can get more tips with these additional resources from ClientSuccess : Webinar: Account Reviews: Simple but Strategic Ways to Successfully Navigate Customer Partnerships Together.

Feedback 89

Feedback Webinar NPS Customers 89

ClearAction

OCTOBER 12, 2022

NPS, CSAT, FCR, Health / Effort Score, etc.) Customer Acquisition Costs (CAC) are influenced by Net Promoter Score (NPS), Health Score, and Satisfaction ratings. Similarly, Health Score combines NPS + overall satisfaction + Service inquiries + product usage. This article is based on a recent LinkedIn Live mini webinar.

Metrics 62

Metrics Management ROI Effort Score 62

ClientSuccess

DECEMBER 21, 2021

There are widespread metrics like NPS and sentiment and high-level numbers like churn rate and retention rate. NPS: the stalwart of customer success metrics, a net promoter score (NPS) measures how likely a customer is to recommend your product or service to friends, peers, or colleagues.

Metrics 100

Metrics Customer Success Net Promoter Score NPS 100

SurveySensum

SEPTEMBER 5, 2023

For example , inform your marketing team as soon as you receive positive CSAT, NPS, or CES feedback. For instance , if you receive positive NPS feedback from customers, consider automating the process of sending them links to leave reviews on platforms like G2 or Capterra with a thank you note.

Insights 52

Insights Customer Experience Metrics NPS 52

ClientSuccess

MAY 17, 2022

NPS is a great way to measure customer satisfaction, customer willingness to be part of marketing efforts, and growth potential. Before we get into benchmarks, let’s take a step back and review what NPS entails. Let’s say 60% of NPS respondents are promoters, and 15% are detractors. NPS benchmarks. Next steps.

Net Promoter Score 52

Net Promoter Score NPS Customer Success Webinar 52

Doing CX Right

SEPTEMBER 13, 2020

20 Actionable Tips To Celebrate CX Day & Keep The Momentum Going: Measure customer satisfaction and related metrics like Net Promoter (NPS) and celebrate positive scores. Encourage employees to join webinars. Final Words about CX Day & Leadership . Employees want to hear from their peers more than Headquarters staff.

Social Media 72

Social Media Culture Customer Centricity Events 72

ClientSuccess

AUGUST 3, 2022

Other critical metrics like product usage rates, NPS, and Customer Health Score offer a better look at overall customer success than the First Contact Resolution Rate, which is more of a support-focused success metric. The verdict? eBook: Implementing Customer Success. Toolkit: How To Build Customer Loyalty.

Metrics 79

Metrics Call Center Webinar NPS 79

CSM Practice

FEBRUARY 8, 2023

Net Promoter Score Net Promoter Scores (NPS) assess the likelihood that customers will recommend your goods and services to their friends, family, and colleagues. Working with our world experts will provide your leadership team with the focus they need to deliver ongoing improvements to your customer success approach.

Metrics 52

Metrics Net Promoter Score Advertising 2025 52

ClientSuccess

SEPTEMBER 13, 2022

While NPS, customer sentiment, and adoption or usage rates are a great place to start, there are a ton of other more niche metrics – such as customer onboarding speed – that CSMs are also tracking to ensure success. eBook: How to Nail Your Onboarding Process. Toolkit: Customer Success Metrics Toolkit.

Metrics 76

Metrics Webinar NPS Customers 76

ClientSuccess

MAY 24, 2022

As a customer success professional, you’ve likely heard many times about the Net Promotor Score (NPS). But what is a good NPS? Quick refresh: what is an NPS? Before we dive too far in, let’s take a quick step back to remind ourselves what an NPS measures. NPS = % of Promoters – % of detractors.

Net Promoter Score 52

Net Promoter Score NPS Metrics Webinar 52

Doing CX Right

SEPTEMBER 13, 2020

20 Actionable Tips To Celebrate CX Day & Keep The Momentum Going: Measure customer satisfaction and related metrics like Net Promoter (NPS) and celebrate positive scores. Encourage employees to join webinars. Final Words about CX Day & Leadership . Employees want to hear from their peers more than Headquarters staff.

Social Media 52

Social Media Culture Customer Centricity Events 52

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. Thought Leadership Blogs and Label. This is why we launched our unique human-focused thought leadership content to cut through the clutter of vague social tips and misguided strategies. Additional Label Tips.

Leadership 52

Leadership Net Promoter Score NPS Webinar 52

ClientSuccess

OCTOBER 8, 2019

. #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. They give a score from zero to 10 on a range of questions, and you can use software to calculate an NPS based on their answers. Ready for more?

Metrics 49

Metrics Net Promoter Score NPS Customer Retention 49

ChurnZero

AUGUST 30, 2019

In this session, You Mon led the discussion around why churn is the number one enemy against scaling your SaaS business (other than your culture and leadership). Pay Attention to Net Promoter Score (NPS). From @jasonlk ‘s playbook for going from $1m to $10M, make NPS a top 3 goal. Upcoming Webinar. at Talkdesk.

Customer Success 40

Customer Success Net Promoter Score 2019 NPS 40

Qualtrics

AUGUST 20, 2021

Hear more answers to the biggest CX for B2B questions: Watch the full webinar on-demand now. When I’m talking to internal clients and they say, for example, ‘Our NPS went down 20 points!’ As far as what we see across our clients for relationship programs, an annual CSAT NPS-type survey, 20-30% B2B response is average.

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

Gainsight

APRIL 18, 2022

This issue was the recent focus of a Gainsight webinar hosted by Adam Joseph, Regional VP-EMEA, and guest Ian Anis, Regional VP of European Customer Success at Tableau. But the real impetus for buy-in and justification by leadership is with numbers and data that describe value. Begin with a Charter. Adam weighed in on Ian’s situation.

Customer Success 52

Customer Success Metrics 2003 Webinar 52

Totango

MARCH 3, 2020

Your customers should get regular updates about new features, customer training webinars, how-to videos/guides, and check-ins to make sure their organizational goals are still the same and that your teams are aligned with those goals. Streamline your customer success workflow.

Webinar 84

Webinar Customer Success Customer Centricity NPS 84

Oracle

OCTOBER 6, 2019

We also look really closely within our webinars. Are they just logging on for that first 10 minute, high-level thought leadership part, or are they staying with us through the Q&A? I think the first part is really around customer satisfaction and NPS scores. We look really closely at that. How long are they staying with us?

Net Promoter Score 54

Net Promoter Score Measurement Effort Score 2019 54

ClientSuccess

MARCH 2, 2021

CSMs typically gauge success on metrics like usage rates and NPS scores while AEs are driven by bottom-line revenue goals. . You can learn more about the differences between Customer Relationship Managers and Account Executives with these additional ClientSuccess resources: Webinar: The Handoff: Sales to Customer Success.

Customer Success 62

Customer Success Management Metrics Customer Relationships 62

Help Scout

MAY 12, 2021

You could do the same analysis for people who are NPS promoters: Have they contacted customer service more frequently than your detractors? Train your team to watch for signals (such as requests to export data or questions about billing options) and flag them with account managers or leadership so early intervention can happen.

Customer Retention 117

Customer Retention Measurement Customers Customer Service 117

ChurnZero

DECEMBER 29, 2020

We launched our first Customer Success Leadership Study to help shed light on the current state of Customer Success and its influence within SaaS organization. In the meantime, check out our webinar with ESG and HigherLogic for a sneak peek of the survey results as well as our growth and maturity recommendations based on the findings.

2020 98

2020 Blog 2021 Chief Customer Officer 98

ClientSuccess

OCTOBER 8, 2018

ClientSuccess will host Greg Daines (The Churn Whisper), Founder and CEO at Client Velocity , for this month’s customer success webinar series: The One Question that Will Transform Your Customer Success Strategy. Greg Daines, the webinar presenter, is highly-rated speaker at the CS100 Summit , a Customer Success Leadership Summit.

Webinar 40

Webinar Customer Success Customer Centricity Demo 40

Qualtrics

SEPTEMBER 23, 2019

Guest speaker Faith Adams, Senior Analyst from Forrester, discusses this in more detail in our recent webinar on modernizing the patient experience. Below are her 3 answers to common patient experience problems… Watch the Webinar: Modernizing Patient Experience. Its NPS went up double digits, too, as a result.

Net Promoter Score 20

Net Promoter Score Webinar Leadership Metrics 20

inmoment

JUNE 1, 2020

We’ve seen Australian brands turn off their VoC programs after seeing NPS scores drop. The best insights are those that are based in solid research that encourage C-Suite leadership teams to stand up and pay attention. In essence, the very premise of NPS attempts to reduce the human experience to a simplified number.

Customer Experience 69

Customer Experience Feedback Insights NPS 69

ChurnZero

MAY 23, 2019

Upcoming Webinar. Yet the amount of focus that leadership places on new business revenue is disproportionate to the amount of focus placed on existing customer revenue. Attendees of this webinar will learn how to: Use the customer journey as the desired path to success. Blog Author: Alex Weihmann.

Net Promoter Score 40

Net Promoter Score Webinar Customer Journey Metrics 40