Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Gamification 79

Gamification Contact Center Training Feedback 79

Comm100

DECEMBER 19, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. However, most managers do not ask what the end goal is before engaging in a CX improvement project. Defining metrics and key performance indicators. A clear understanding of your business objectives is required.

Strategy 294

Strategy Customer Experience How To Customer Journeys 294

ClientSuccess

NOVEMBER 1, 2017

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. This webinar will help product and customer success teams, understand which metrics are unique and which are shared. User engagement patterns. Your Presenters.

Metrics 40

Metrics Customer Success eBook Culture 40

ClientSuccess

JANUARY 3, 2023

To truly understand what your customers value and appreciate about your products, services, or offerings – as well as their experience with you – requires engaging directly with them. Customer Success as a Culture: Customer Success Leaders Edition. Asking the Right Questions Leads to Happier Customers.

Net Promoter Score 81

Net Promoter Score eBook Loyalty Customer Confidence 81

ClientSuccess

OCTOBER 4, 2022

While process improvement solutions make it easier for CSMs to track and manage their workload, customer success-specific platforms are also designed to track detailed data and metrics specific to customer engagement and satisfaction. eBook: Customer Success as a Culture: Customer Success Leaders Edition.

Software 52

Software Customer Success Case Study eBook 52

Playvox

JULY 14, 2023

It’s key to understand the complexities of these metrics to know if they are leading to improved satisfaction or if customers are left feeling rushed and problems are left unresolved. Look at schedule adherence and schedule compliance metrics. Are your agents engaged? Are agents working on what they are scheduled to do?

Contact Center 74

Contact Center Measurement Call Center How To 74

ClientSuccess

NOVEMBER 21, 2017

5 Ways to Re-Engage When a Customer Goes Dark. If that’s not all that’s going on, however, Customer Success Managers (CSMs) can take steps to re-engage and re-focus a customer relationship. Here are 5 ways to re-engage when a customer goes dark: 1. These are all questions to ask while planning a re-engagement strategy.

Engagement 50

Engagement Metrics eBook Customer Success 50

ClientSuccess

DECEMBER 27, 2022

Utilize analytics and metrics to measure customer success and identify areas for improvement. Creating a Customer Success Journey Map is not only an essential tool for keeping customers engaged, but it can also be the difference between achieving long-term success or falling short of customer expectations.

Customer Journeys 52

Customer Journeys Customer Success Tips eBook 52

ClientSuccess

MAY 14, 2019

If you’ve spent most of your time reactively engaging customers, it will likely take time and dedicated effort to become more proactive in your engagement strategy. Working to pull this information together can improve the way you engage with and segment your customers. Valued Engagement Touchpoints.

Touchpoint 45

Touchpoint Customer Success Engagement Strategy 45

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. . While the reporting structure of an AE and a CSM depends on the specific organization, the roles typically leverage department-specific metrics to track success.

Customer Success 62

Customer Success Management eBook Metrics 62

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 How To Effort Score Customer Success 40

ChurnZero

DECEMBER 1, 2023

This chapter explores how to create a customer-centric culture, emphasizing the importance of meeting customers where they are and integrating customer success into your application. Key performance indicators: track the metrics that matter most for customer success. What are the responsibilities of customer success?

Customer Success 52

Customer Success Customer Journeys Handbook Touchpoint 52

ClientSuccess

JUNE 27, 2018

A blessing, of course, because there is no time like summertime, but also a curse because it can be close to impossible to engage with or even get a response from customers. Offer Engaging And Entertaining Content. For CSMs and their customers, it’s a time for engaging, exciting content. Plan Long-Term Programs.

Customer Engagement 40

Customer Engagement Engagement Entertainment Case Study 40

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? The two work together like salt and pepper to help modern contact centers provide outstanding omnichannel customer experience and elevate agent engagement and the employee experience (EX). What is Workforce Optimization?

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Playvox

DECEMBER 21, 2022

Being engaged regularly and offered training opportunities. More engagement and opportunities to collaborate as virtual teams. While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. So why the disconnect?

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

ClientSuccess

NOVEMBER 2, 2020

Hosted by five-time Chief Customer Officer Jeanne Bliss, the Human Duct Tape podcast is the best of both worlds: engaging podcast and customer success strategy. Toolkits combine industry trends, metrics, and data with actionable steps for success, making them a key resource for any customer success team looking for continued success.

Resources 70

Resources Customer Success Chief Customer Officer Case Study 70

Michel Falcon Experience

JANUARY 10, 2016

There are three essential ways for any company to increase employee engagement. A company called Critical Metrics found that around 90% of companies believe that gathering feedback from employees is important, yet only 30% have the processes in place to actually gather this feedback. But how can companies of all sizes achieve this?

Employee Engagement 60

Employee Engagement Engagement Company eBook 60

ChurnZero

FEBRUARY 11, 2020

Build A Culture Not a Solution. Build a culture, not a solution”. But, if you’re utilizing digital communication, you have access to all sorts of “marketing” metrics, that can help you understand the engagement of your customers with your product and your communication! Jim Bass (@JimBassCX) February 6, 2020.

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

Playvox

JANUARY 11, 2024

How To Create A Culture Of Candor In A Customer Support Center A culture of candor is created from the top down. In addition, WFM solutions can provide agent-level tracking to help with performance management and agent engagement. It’s also extremely valuable to create a better agent experience and improve employee engagement.

Call Center 52

Call Center Contact Center Management Omni-Channel 52

ClientSuccess

JANUARY 8, 2019

Additionally, try to pay closer attention to the overall attentiveness and engagement of customers when you’re actually in meetings, as this could be another sign of potential product usage slippage. Customer Satisfaction Metrics (NPS Scores, Surveys, Feedback, etc.) What to Do When You Notice Dropping Product Usage Metrics?

Net Promoter Score 58

Net Promoter Score Metrics NPS eBook 58

ClientSuccess

DECEMBER 20, 2018

Performance Metrics. Just as every customer success team has different types of compensation guidelines, so too do these teams rely on different metrics to track and guide department, team, and individual success. The top five SaaS customer financial metrics are: Revenue Retention Rate (Gross and Net). Quick Ratio.

Customer Success 49

Customer Success Strategy Customer Journeys eBook 49

ClientSuccess

MAY 20, 2019

This is a solid strategy, but it’s not always the best approach to drive the metrics that matter in customer success. How do they engage with clients? Other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. What are their daily activities?

eBook 45

eBook Exercises Metrics Customer Success 45

ClientSuccess

AUGUST 14, 2019

Get input from sales, marketing, product, and your executive team when deciding on your CSM engagement model. . Because the CSM role touches so many parts of a customer relationship, building the engagement model requires input from other departments and leaders. . Stay on top of CSM compensation with data. You can learn more here.

eBook 40

eBook Metrics Financial Customer Success 40

ChurnZero

JANUARY 15, 2021

When optimizing your ChurnScore (or customer health score), more weight will be given to product usage and industry, and less weight to the CSM/AM’s belief of the relationship strength with that customer or even the customer’s engagement level with the CSM. A growing reliance on Customer Success metrics. Marley Wagner , Sr.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

Playvox

SEPTEMBER 30, 2022

Stories also generate more engagement and interest from the listener, so harness the power of storytelling when presenting your data to others in your company. And it misses the metric most executives jump to address: revenue. Related Article: 9 Ways a Collaborative Culture Benefits Your Contact Center.

Contact Center 67

Contact Center eBook Report Tips 67

Playvox

APRIL 21, 2023

That means working closely with workforce managers and quality management analysts to ensure that agents are scheduled optimally to serve these channels the way customers want — and that agents are being evaluated on metrics that match up with those standards. Self-service can be a win-win for agents and customers.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

ClientSuccess

SEPTEMBER 3, 2019

Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics. Cole Sanders, ClientSuccess – How Valued Engagement Touchpoints Help Build a Proactive Customer Success Strategy.

eBook 52

eBook Consulting Exercises Touchpoint 52

Playvox

OCTOBER 18, 2022

A Gartner study found that while many executives want to go back to an office because they think it will boost productivity and improve company culture, that assumption isn’t correct. If an agent’s performance metrics begin to slip, targeted coaching can help get them back on track whether they’re remote or in the office.

Contact Center 69

Contact Center Management Policies Study 69

ChurnZero

FEBRUARY 14, 2020

By giving a little, you can get back a lot (of authentic content)—a real eye-catcher in an internet culture marked by fabrication and embellishment. Customer Engagement (Testimonials, Referrals, Feedback). Leverage digital email/in-app metrics as a way to track overall engagement 2. t wears that never gave them the con?dence

Customer Journeys 64

Customer Journeys Net Promoter Score Case Study B2B 64

ClientSuccess

JULY 29, 2019

You obviously want to make sure you are delivering for your clients but you also want to establish those metrics for yourself. What are two or three ways you’ve established (or improved) “customer success as a culture” within your organization? This was actually a big driving force for engaging with ClientSuccess. Question 5.

Insurance 59

Insurance Culture Customer Success Groups 59

Comm100

OCTOBER 8, 2016

Relationship Marketing, an aspect of Customer Relationship Management (CRM), is the term used to describe the focus on the customer’s experience over boosting short-term metrics like acquisition and sales. Work with your social media team to launch new campaigns, or to increase engagement with current customers. Special Reports.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

Comm100

JANUARY 25, 2018

There’s huge benefits from acting to make sure your employees are happy and engaged. 10% higher customer metrics. A survey that’s being run to reinforce a customer-first culture will be very different to a survey being sent to a survey assessing employee engagement. 21% higher productivity. 37% less absenteeism, and.

Customer Satisfaction 105

Customer Satisfaction Survey Feedback eBook 105

PeopleMetrics

MAY 15, 2015

First: A short digression on the secret languages of culture. And thus, a unique culture developed. That might seem melodramatic, but that micro-to-macro mindset is where customer experience metrics like Net Promoter Score originated. I invite you to download our ebook and read it by clicking the button below.

Customer Experience 48

Customer Experience Net Promoter Score Touchpoint Culture 48

ClientSuccess

DECEMBER 12, 2017

Reviewing an ended customer relationship is an opportunity to gather critical metrics and begin to set benchmarks. With all of the insights and metrics gathered after a customer churn, customer success leaders can actually measure certain strategies against success rates and determine what steps to take in nearly every situation.

Customer Journeys 40

Customer Journeys Customer relationships eBook Metrics 40

ClientSuccess

SEPTEMBER 5, 2018

Employee centric leadership translates to expressing value, appreciation and support for employees which increases the CSMs engagement leading to improved accountability, performance and outcomes. The values in which we instill in the company culture and employees will be not only reflected internally but also to customers externally.

Customer Success 40

Customer Success Leadership eBook Conference 40

ClientSuccess

AUGUST 30, 2018

As a customer success leader with over 30 years of experience in the technology industry, Carine brought her story of dedication, personalization, and resiliency to the CS100 Summit stage and discussed how an organization-wide culture of customer-focused success is key for innovative companies to thrive in today’s marketplace.

Leadership 40

Leadership Customer Success eBook Culture 40

ClientSuccess

MARCH 8, 2018

Many times the conversation between product and customer success teams begins like this: how engaged are our users or are they using our software? But be aware that although this data is a important, it’s not always the holy grail of metrics. Customer Success as a Culture: Customer Success Leaders Edition.

Customer Success 40

Customer Success eBook Roadmap Feedback 40