Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?
BlueOcean
OCTOBER 6, 2020
Well, in a B2B customer success model, measuring renewal rates holds your outsourced partner accountable to targets that are tied to revenue and retention. How do those NPS and CSAT scores look? What should your outsourcer – and you – be measuring beyond those standard metrics?
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