ECXO

DECEMBER 4, 2024

In contrast, customer success in manufacturing leans heavily on relationship-building, product reliability, and post-sales support. They often use metrics such as usage frequency, feature adoption, and customer health scores to gauge customer satisfaction and predict possible churn.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. So many, in fact, that I didn’t have time to answer them all on the webinar itself. But they can still create a journey atlas, map key customer journeys, and examine key business metrics in the context of those journeys.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

Kayako

JULY 27, 2017

And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. You can use these metrics to be a hero and champion to your cause for other teams. 5 Metrics that shape your SaaS customer support model. Every week?

Metrics 200

Metrics Company Net Promoter Score NPS 200

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

InMoment XI

NOVEMBER 7, 2024

Sales Teams Through automated, data-driven triggers, sales teams can leverage customer experience automation to interact with leads at the right moments. Using customer experience automation tools throughout the sales process, sales teams can nurture leads more effectively and close deals faster. InMoment 2. Salesforce 4.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

QuestionPro Audience

MARCH 13, 2017

When it comes to eCommerce, online sales are projected to reach $523 billion in the next 5 years, up by 56% from the previous year. Join us for our upcoming webinar, as we look at other factors that have a direct impact on data quality. Amazingly, eCommerce in many emerging market is still in its infancy.

Survey 255

Survey Data How To Ecommerce 255

QuestionPro Audience

AUGUST 28, 2017

If you missed our Part 2 Webinar – Customer Journey Mapping and Best Practices , we’ve got you covered. Watch the full presentation: Check it out on SlideShare: [Webinar Recap] – Customer Journey Mapping and Best Practices. Ask yourself: is it just after you close a sale? 3 months after a sale?

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

InMoment XI

NOVEMBER 26, 2024

When to Use: This journey map is used when developing marketing and sales strategies that aim to guide prospective customers through their decision-making process. It is particularly useful for aligning teams across multiple departments, such as marketing, sales, and customer success.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Retently

OCTOBER 16, 2024

Signature surveys allow businesses to track key CX metrics in real time, driving timely, data-driven decisions that improve customer satisfaction. Think about it: customer service teams, sales representatives, and support agents send hundreds – if not thousands – of emails each week. What is a Signature Survey?

Feedback 134

Feedback Survey Effort Score Customer Satisfaction 134

InMoment XI

OCTOBER 26, 2022

And that engaged employees can increase an organization’s sales by up to 20%? By having engaged, customer-centric employees, you will see an increase in the frontline metrics that matter to your organization. Did you know that 70% of the time, a person will become a repeat customer when their complaint is resolved?

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

ECXO

JUNE 23, 2024

This involves analyzing customer feedback, support interactions, and overall customer satisfaction metrics to pinpoint areas for enhancement. Don’t forget to set clear goals and metrics. Leaders should model the behaviors they want to see, reward customer-focused behaviors, and make customer satisfaction a key metric of success.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Financial data (sales, churn, etc.) You can still register to watch the replay.)

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Vonage

JANUARY 5, 2016

Metrics, metrics, metrics! In a recent webinar I hosted on “What to measure in customer service,” Forrester Research analyst Art Schoeller talked about what is the right strategy, the right approach to building out a hierarchy of metrics for managing our customer service contact center operations.

Measurement 96

Measurement Sales Contact Center Metrics 96

Integrity Solutions

MAY 12, 2020

With leaner sales organizations, your sales enablement strategy has to step up and be a valuable contributor to the organization. In many organizations, revenue has “fallen off a cliff,” as one sales leader put it, and companies are looking at where they can make cuts and recapture lost momentum.

Sales 121

Sales Strategy Tools Metrics 121

Vonage

MARCH 26, 2018

We recently partnered with Bluewolf and Salesforce for a webinar on how today’s best service organizations are enabling those types of interactions, and the trends they will be focusing on in 2018. During the webinar, Furniss broke down four ways AI will impact customer service in 2018. Here’s what we learned.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

ChurnZero

DECEMBER 21, 2022

If you’re anything like me, you signed up for a bunch of webinars with admirable intentions of attending, which is code for snagging the recording to watch when you found an uninterrupted window of time, which is also a nice way of saying never. WIth that, here are ChurnZero’s top five most-attended and most-watched webinars from 2022.

Customer Success 98

Customer Success Metrics Consulting Training 98

Vonage

MARCH 27, 2018

We explored this topic in a recent webinar featuring Ian Jacobs, principal analyst at Forrester Research; customer service expert Justin Robbins; and our own vice president of product, sales and service Wyndham Hudson. Use appropriate metrics and technology for measuring the impact of emotion. Not all Es are created equal.

Omni-Channel 228

Omni-Channel Banking Touchpoint Customer Journeys 228

Kayako

NOVEMBER 11, 2015

We’re all familiar with the basic sales funnel – marketing passes leads on to sales, sales accepts them, converts leads to opportunities and then (hopefully!) The opportunities stage is critical to the success or failure of a deal, but it’s often overlooked by sales teams. The expanded sales funnel. wins the deal.

Sales 72

Sales Trends Roadmap Measurement 72

Thematic

SEPTEMBER 12, 2021

If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Feedback analytics helps you transform all this text into meaningful themes and analyze the impact of these themes on your CX metrics. Why should businesses analyze CX metrics? NPS, CSAT, CES.it Think about it.

Metrics 117

Metrics Analytics Feedback Effort Score 117

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Financial data (sales, churn, etc.) You can still register to watch the replay.)

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Financial data (sales, churn, etc.) You can still register to watch the replay.)

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

ClientSuccess

DECEMBER 21, 2021

After all, even if sales are through the roof, if customers aren’t satisfied, the business likely won’t last. However, when it comes to knowing which metrics to track, not all customer success leaders are on the same page. Product adoption: this metric tracks how many users at a specific customer are using the product or service.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

ECXO

JULY 22, 2024

Regular Webinars: Offering webinars and Q&A sessions to address common queries and provide deeper insights. Revenue-driven strategies include: Upsells and Cross-Sells: Leveraging happy customers to drive additional sales. Strategies include: Analytics Tools: Tracking key metrics to gain insights.

B2B 207

B2B Customer Experience Self Service e-support 207

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

ChurnZero

JUNE 9, 2023

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98

Lumoa

MARCH 6, 2023

Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar. Here is an easy step-by-step process that will help your organization streamline its customer insight process, basis the learnings of the webinar.

Analytics 195

Analytics How To Analysis Feedback 195

Lumoa

MARCH 6, 2023

Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar. Here is an easy step-by-step process that will help your organization streamline its customer insight process, basis the learnings of the webinar.

How To 195

How To Analysis Feedback Innovation 195

ChurnZero

JANUARY 22, 2021

“But I didn’t want a job in sales!”. If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. Apply a language framework to “get into” the sales conversations. If you missed the webinar, you can watch it on-demand. Q&A Recap.

Sales 98

Sales Net Promoter Score Chief Customer Officer Culture 98

Totango

NOVEMBER 21, 2024

In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. The Evolution of Customer Success and Post-Sales Gone are the days when customer success was merely about putting out fires.

Customer Success 62

Customer Success Chief Customer Officer Roadmap Sales 62

SurveySparrow

FEBRUARY 14, 2022

In our recently concluded virtual HR summit, Refine EX, Anisa Aven, the CEO of Turnkey Coaching & Solutions , perfectly started her webinar with this line. Anisa has been one of the prime advocates of people analytics for close to 2 decades, and we knew we were on a knowledge ride in this webinar.

Analytics 98

Analytics Metrics Examples Survey 98

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

Metrics 94

Metrics Customer Success Net Promoter Score Company 94

Kayako

MARCH 9, 2017

Train customers through webinars. Hosting webinars or public speaking on behalf of your company is a great way to develop your career. Senior Technical Advocate, Kushal Sharma, has given webinars on Service Level Agreements (SLAs), which are a useful tool for achieving good customer service at Kayako. Take on support projects.

Self Service 178

Self Service Customer Service Roadmap Customers 178

Totango

MAY 17, 2023

When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. More than half raised hands for sales and the CRO, and when asked if they felt the relationship with product teams could be enhanced, even more hands shot up.

Sales 113

Sales Marketing Sports Customer Journeys 113

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Metrics 98

Metrics Customer Success Net Promoter Score Measurement 98

Experience Investigators by 360Connext

MAY 12, 2020

We need to focus on sales, not customer experience. The Reality: We Have Metrics Available, We Just Need to Use Them. There are widely-used, well-regarded metrics available to help organizations quantify their customer experience success. The Objection: We need to focus on sales, not customer experience.

Customer Journeys 162

Customer Journeys Contact Center How To Effort Score 162

ChurnZero

FEBRUARY 21, 2025

Donna asked in her recent ChurnZero webinar. You can also watch her webinar in full at the end. Internally, sales teams are the most likely to object to introducing paid CS services, due to concerns about slowing down new deals. Theyre always worried the price is increasing, and that its going to slow the sale down, says Donna.

Customer Success 52

Customer Success Net Promoter Score How To Competitive Advantage 52

NICE inContact

JANUARY 22, 2019

For years, many call center managers have focused on performance and efficiency metrics like total calls, hold times, handles times, cost per call, etc. If the contact center is narrowly reporting on legacy metrics like total calls, hold times, handles times, cost per call, etc., So many in fact that it’s easy to feel lost.

Contact Center 136

Contact Center Report Call Center Metrics 136