CSM Magazine

JULY 25, 2019

To find out how, join Incite Group’s webinar, “Supercharge Your Workforce” (July 30, 11 AM EST). Register for this free webinar and join us on July 30 at 11am EST (9:00am CDT, 7:00am PDT, 3:00pm BST. (If Analyze Key Metrics and Quality Assurance: NPS? Register for this free webinar – Click Here!

Webinar 40

Webinar NPS Metrics Customer Service 40

Education Services Group

MAY 12, 2022

In middle school, I wasn’t athletic by any rendition of the word: I averaged about a twenty-one-minute mile, couldn’t lift my own body weight, and would have been lucky if I managed a handful of knee push-ups during physical fitness testing in gym class. Do you see the connection to Net Promoter Score (NPS) yet? Keep reading.

NPS 52

NPS Metrics Net Promoter Score Effort Score 52

SurveySensum

JANUARY 4, 2024

There is a lot of discussion going on in the CX industry on the relevancy and importance of NPS. The truth is, that NPS holds significant weight in measuring customer loyalty and fortifying retention strategies. With the help of Text Analytics Feature, you can properly analyze your NPS program. Launch Your First NPS Survey!

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NPS Webinar Banking Demo 52

AskNicely

OCTOBER 10, 2017

NPS in 5 minutes? One of the many great things about Net Promoter Score (NPS) is that it takes next to no time to get started. If you need a little more help figuring out how to implement NPS, we’ve put this really quick guide together. Why do you need NPS? (0:00 Is it because NPS launched HubSpot to stardom?

NPS 60

NPS Net Promoter Score Loyalty Programs Feedback 60

GetFeedback

JULY 19, 2019

Find those managers and supervisors who need to understand your Voice of the Customer program and their role in it. Once you have a baseline of your Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) or customer sentiment or the like, you will have a way to gauge if you’re doing better or worse for customers.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

CloudCherry

SEPTEMBER 19, 2018

As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights. Breaking down the ROI journey into manageable steps is a simplified and proven approach to help you surface the results you need to backup your investment.

ROI 256

ROI Financial CEM Metrics 256

SurveyGizmo

NOVEMBER 5, 2021

Sales departments tend to operate using a customer relationship management (CRM) tool like Salesforce (SFDC) and, by 2022, have likely already integrated with other data sets like Jira or Salesloft. Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT). The Alchemer NPS Story. CX Lags Behind. Social media activity.

Net Promoter Score 98

Net Promoter Score NPS 2022 Social Media 98

Feedbackly

DECEMBER 9, 2021

Technology is developing faster than ever before and this is one of the reasons why Customer Experience and managing it has become a competitive.

Webinar 52

Webinar NPS Marketing Technology 52

CloudCherry

SEPTEMBER 19, 2018

As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights. Breaking down the ROI journey into manageable steps is a simplified and proven approach to help you surface the results you need to backup your investment.

ROI 225

ROI Financial CEM Metrics 225

ChurnZero

AUGUST 14, 2020

Not product management. Customer Relationship Management (CRM) Software. They focus on opportunity management – like the manual activities that typically exist within accounts. Since buyers typically follow a uniform purchasing journey, CRMs are ideal for managing a sales pipeline. (If Project Management Software.

Customer Success 87

Customer Success NPS Webinar Net Promoter Score 87

AskNicely

MARCH 16, 2017

Of course, at AskNicely, we’re all about making things easy, so our HubSpot integration is super simple to install – you can have the two systems integrated and be sending out customised NPS surveys to your customer base within 15 minutes – honestly! If you don’t believe me, set your stopwatch, start a trial and see for yourself.

NPS 60

NPS Net Promoter Score Events Webinar 60

InMoment XI

DECEMBER 30, 2021

It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars. Watch the webinar to get the full inside scoop! Find out the other secrets to winning these moments when you watch the webinar!

Webinar 493

Webinar Metrics Touchpoint Customer Journey 493

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

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Call Center Management Average Handle Time Contact Center 43

inQuba

JANUARY 27, 2023

What is Customer Journey Management, & Does It Matter? Customer Journey Management is the laser technology of CX, offering precision & control, addressing experiences & guiding customers forward. Go to the webinar Twenty Years Later, is NPS Still Relevant? BLOG Growth from CX investments is slowing down.

2023 52

2023 Download Webinar NPS 52

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. Here are six critical product management KPI’s (Key Performance Indicators) that every product manager should know. Net Promoter Score (NPS). Product managers need to know how many active users they have on a monthly and/or daily basis for many reasons.

Metrics 65

Metrics Net Promoter Score Management NPS 65

GetFeedback

SEPTEMBER 24, 2019

athenahealth, which provides solutions to the healthcare industry, had thousands of product update possibilities, according to senior VoC manager David Geary. How to win over top management. The webinar covered: Why VoC is a critical pillar in a strong CX strategy. Check out the full webinar recording here. Get the Guide.

ROI 150

ROI Webinar Sales Loyalty 150

CustomerGauge

FEBRUARY 10, 2017

.” CustomerGauge recently had the pleasure of co-hosting a webinar with Cary Self, Senior Manager of GUEST Services and Training for Areas, to discuss customer experience (or “guest experience” as Areas calls it) in retail and best practices for using and implementing a […].

Webinar 64

Webinar Retail Guest Experience Management 64

Innovative CX

OCTOBER 13, 2023

Journey Mapping Surveying customers (VOC) Creating ROI’s Hiring CX “program” managers Engaging CX consultants Buying technology Attending CX conferences Listening to CX webinars and podcasts Reading the latest “how to do CX” book. Tracking NPS scores No, the headline of this article isn’t a misprint. NPS, CSAT, CXi, etc.

Customer Experience 59

Customer Experience Webinar Books NPS 59

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 Team Management. Churn and Risk Management. Customer Experience.

2021 111

2021 Customer Success Webinar Multi-Channel 111

AskNicely

JULY 24, 2017

A simple ‘how did you find the process’ is better than nothing, and gives you the opportunity to manage negative feedback before it takes on a life of its own. Manually following up with hundreds – or thousands – of applicants is not entirely practical for most recruiters though, which is why we’d suggest giving an NPS tool a shot.

NPS 60

NPS Net Promoter Score Feedback Measurement 60

Gainsight

MARCH 26, 2024

Katy Filley, Senior Customer Success Manager (CSM) at FloQast , is a great example of this new breed of Customer Success pro. Three Big Things: Lessons From the Field Filley realized early on that having a dedicated Customer Success Management Platform created a lot of advantages for CSMs like her.

Customer Success 52

Customer Success Document Webinar Metrics 52

ClientSuccess

MARCH 2, 2021

This is especially true for Account Executives and Customer Success Managers – two roles that work extremely close with customers (and each other) and tend to be rolled into one when thinking about customer account management . eBook: Customer Success as a Culture: Sales Leaders Edition.

Customer Success 62

Customer Success Management Metrics Customer Relationships 62

SurveySparrow

JULY 17, 2019

More than half of these burning issues that you are running after are from the lack of proper customer experience management system in place. Worry not, where humans can’t help, a customer experience management software can! Customer Experience Management Software #1 SurveySparrow. The feedback system gets sidelined.

Customer Experience Management 55

Customer Experience Management 2019 Customer Experience Management 55

Wootric

DECEMBER 2, 2019

Dave Hansen, Senior Marketing Manager at Watermark, shared in a recent webinar, How to Evangelize CX , that one-on-one meetings with leaders of other functions were a key component of his successful launch of the CX program at this EdTech company: “ Basically, I hit the road with our first Net Promoter Score results.

Voice of Customer 52

Voice of Customer NPS Net Promoter Score Insights 52

InMoment XI

OCTOBER 24, 2023

Therefore, it’s imperative to empower the staff, from customer service representatives to top-tier management, with the skills and knowledge to interpret and act on these insights. Watch this insightful webinar to gain more insights and elevate your customer experience game.

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

AskNicely

AUGUST 17, 2018

Enter the Net Promoter Score (NPS) survey. NPS is a one-question survey that collects how likely, on a scale of 0-10 a customer would recommend you to a friend or colleague. Customer-obsessed companies use NPS to actively listen to their customers. Need more information on NPS? Get The Book of NPS.

Competitive Advantage 60

Competitive Advantage Feedback Net Promoter Score NPS 60

ClientSuccess

AUGUST 28, 2020

Now that we’ve spent months in this ongoing crisis and, unfortunately, know how this kind of situation can impact a customer success team (and a larger SaaS organization in general) down the road , customer success teams can take these new insights to build a strategic plan for crisis management. Toolkit: Churn Management Toolkit .

Customer Relationships 95

Customer Relationships Customer Journey Mapping 2020 Webinar 95

Feedbackly

OCTOBER 20, 2022

With multi-channel survey distribution, visual survey customization, and offline data gathering, these platforms offer users a streamlined service to manage feedback collection. You can create different surveys on Feedbackly and QuestionPro, including C-SAT, CES, and NPS.

Feedback 75

Feedback Multi-Channel NPS Webinar 75

ClientSuccess

NOVEMBER 22, 2021

But did you know sentiment management can also be a customer marketing focus? While many customer success teams use NPS as a performance metric to gauge team members’ success, there is potentially even more value in the data from a customer marketing angle. eBook: 5 Ways To Surprise & Delight Your Customers.

Marketing 52

Marketing NPS Voice of Customer Social Media 52

Feedbackly

OCTOBER 19, 2023

Moreover, CSAT is not limited to one stage in the customer journey, unlike KPIs like NPS. Through Feedbackly, you can create and customize attractive CSAT surveys and automate the feedback collection and management process. Similarly, incorporate NPS, CES, and other KPIs to get a comprehensive overview of customer experience.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Metrics NPS 52

Totango

AUGUST 21, 2020

How do you manage Customer Success across your ecosystem? Q: How did SAP manage CS prior to the Totango deployment? Did SAP migrate from another CS management system to Totango? How did you manage the human side of that change? Q: What role do SAP’s partners/channels play in all of this? We are 18 months in.

Innovation 115

Innovation Customer Success NPS Reference 115

Uniphore

JANUARY 14, 2022

By harnessing the power of conversational AI and automation, businesses can optimize every conversation, increase NPS, improve customer LTV and achieve efficiencies. Robert is responsible for leading the Business Development, Client Marketing, and Strategic Account Management teams. RSVP for the webinar today! Register Now.

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Roadmap Customer Experience Webinar Contact Center 52

Uniphore

JULY 10, 2021

Join this webinar to understand how your contact center peers are cutting agent training and onboarding time by as much as 75%, while boosting agent performance, retention, and CX scores. It’s challenging to train, onboard, and retain talent in the contact center today. Brian Cantor Leading CX Industry Analyst Contact Center Week.

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Call Center Contact Center Demo Consulting 89

CX Workout - Ideas Blog

OCTOBER 3, 2018

Thank you so much for joining us for today’s webinar. Today we are presenting a webinar titled, “Three Ways to Turn Data Into Experiences” presented by Mike Wittenstein founder of Story Miners, one of the world’s first customer experience firms. It’s not management by reading a book.

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Webinar Presentation 2002 Consulting 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

Thank you so much for joining us for today’s webinar. Today we are presenting a webinar titled, “Three Ways to Turn Data Into Experiences” presented by Mike Wittenstein founder of Story Miners, one of the world’s first customer experience firms. It’s not management by reading a book.

Webinar 40

Webinar Presentation 2002 Consulting 40

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

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. Rekha explains how she instituted her own method of the three Rs: read, research, and reapply.

Telecommunications 120

Telecommunications White Paper Culture NPS 120