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

Feedbackly

JUNE 20, 2024

Net Promoter Score (NPS) is one of the most popular CX metrics used for gathering feedback and gauging customer loyalty. This is why it’s important to integrate a more versatile metric like the Emotional Value Index (EVI®) with NPS to obtain critical insights on all phases of the journey. But here’s the hitch.

NPS 52

NPS Feedback Net Promoter Score Competitive Advantage 52

Feedbackly

OCTOBER 20, 2022

Both platforms allow users to create and distribute customized online surveys and analyze the data for better decision-making. With multi-channel survey distribution, visual survey customization, and offline data gathering, these platforms offer users a streamlined service to manage feedback collection. Functionality.

Feedback 75

Feedback Software Multi-Channel NPS 75

Lumoa

APRIL 18, 2023

Your organization probably already collects data in many of these categories: Customer metadata (age, location, etc) Product and website usage patterns Survey data (Net Promoter Score, customer satisfaction, etc.) And customer-centric companies have been using surveys to understand customer needs for even longer than that.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

Gainsight

JULY 10, 2023

If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start. Start Simple With One-to-Many Webinars For organizations looking to augment the role of CSMs through digital means, several strategies can be initiated.

Self Service 52

Self Service How To Roadmap ROI 52

SurveySparrow

DECEMBER 25, 2023

Focusing on an overall experience or individual aspects of a customer journey and improving each touchpoint experience. Transactional Net Promoter Score (TNPS) is a customer satisfaction metric that focuses on evaluating and understanding customer loyalty and satisfaction based on specific transactions or interactions with a company.

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Survey 52

Feedbackly

DECEMBER 2, 2022

Not to brag, but the many client testimonials and data prove it to be one of the most effective and versatile CX metrics available today. In this article, we explain why it was developed and how it resolves the drawbacks of other CX metrics. Limitations of other CX metrics. The shift from products to experiences.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Metrics 98

CloudCherry

MARCH 28, 2019

Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. Journey insights move your team from running surveys to having real-time, contextual conversations with your customers.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

Gainsight

MARCH 26, 2024

In a recent webinar, Unleash the Full Potential of CS for CSMs: Getting the Most of Gainsight , we sat down with Filley to find out how she approaches Customer Success, how she goes about her day, and what amazing results look like for her. To that end, they have leveraged Gainsight automation to manage their NPS survey program.

Customer Success 52

Customer Success Metrics Touchpoint NPS 52

SurveySensum

OCTOBER 5, 2020

One of the best ways to do so is by launching a survey. It will tell you at what different stages you should launch customer surveys to collect feedback. . At what touchpoints and milestones should you launch feedback surveys? Now, what are CSAT, CES, and NPS Survey? CSAT Survey. CES Survey.

Customer Journeys 52

Customer Journeys B2B Survey Net Promoter Score 52

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 260

Metrics Net Promoter Score Customer Service Effort Score 260

SurveySparrow

JANUARY 31, 2024

We can’t leave out the survey novices here now, can we? An NPS survey asks customers a simple question: “How likely would you recommend us to your friends?” Well, again, if you want a formula, here you go: CES = Total Sum of Responses/Total Number of Responses ​ Try this customer effort score survey !

Net Promoter Score 52

Net Promoter Score Effort Score NPS Metrics 52

SurveySensum

NOVEMBER 18, 2021

Types of CSAT survey questions. When should you send a CSAT survey? After webinar. Customer Satisfaction Score, commonly known as CSAT Score , is a business metric used by companies to gauge customer satisfaction after a certain interaction or on the overall experience of the customer. . Types of CSAT survey questions.

Customer Satisfaction 52

Customer Satisfaction NPS Survey Touchpoint 52

ChurnZero

JULY 16, 2021

ESG joined us for a webinar to discuss how automation and human touchpoints can not only coexist but amplify your outreach and efforts. In the webinar, we cover: Tips for making automated messaging feel more personal and relevant. If you missed the webinar, you can watch it on-demand. Q&A Recap. Marley Wagner , Sr.

Customer Journeys 98

Customer Journeys Touchpoint Customer Success Exercises 98

SurveySensum

AUGUST 18, 2020

Customer Satisfaction Score, commonly known as CSAT Score , is a business metric used by companies to gauge customer satisfaction after a certain interaction or on the overall experience of the customer. . Types of CSAT survey questions. Now let’s discuss, when should you send a CSAT survey. After webinar.

Customer Satisfaction 69

Customer Satisfaction Survey Touchpoint Customers 69

SurveySparrow

APRIL 11, 2021

Have they attended any webinars or demos? Organize a webinar where you share valuable information with your target market. Sign-up forms on your website and other interaction touchpoints. You can try sharing customized email surveys to sign them up on your website/for your webinars with SurveySparrow.

Strategy 98

Strategy How To Effort Score Social Media 98

Gainsight

FEBRUARY 28, 2023

Gross Revenue Retention (GRR) has become THE critical metric. In our final session of the Catapult webinar series , Gainsight CCO Kellie Capote joined Tim Van Lew to put a spotlight on the adjustments you should be making to put your company in the best position to build a resilient and efficient business.

Effort Score 52

Effort Score Touchpoint Metrics Exercises 52

InteractionMetrics

JUNE 17, 2015

Earlier this month, I discussed how to improve your customer satisfaction survey in a GoToAssist webinar. One person said they learned about what NOT to do with their satisfaction survey, but they wanted to hear more about what they SHOULD do. Be sure to use that competitor’s name in a few areas of the survey.).

Customer Satisfaction 40

Customer Satisfaction Net Promoter Score Survey NPS 40

SurveySensum

AUGUST 18, 2020

Customer Satisfaction Score, commonly known as CSAT Score , is a business metric used by companies to gauge customer satisfaction after a certain interaction or on the overall experience of the customer. . Types of CSAT survey questions. Now let’s discuss, when should you send a CSAT survey. After webinar.

Customer Satisfaction 52

Customer Satisfaction Survey Touchpoint Customers 52

ChurnZero

MARCH 28, 2023

A few examples include when a customer: Attends a webinar; Uses a product; Calls support; Travels to a user conference; Experiments with a new feature; and Pays an invoice. There are three standardized survey methodologies for this purpose: Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Do you differentiate touchpoints and strategies for the key stakeholders versus lower-level individual users? Can you share more about your touchpoints for Tier Two at a high level?

Customer Engagement 112

Customer Engagement Customer Journeys Engagement Strategy 112

SurveySensum

SEPTEMBER 5, 2023

Improve the Process with Onboarding Surveys: Utilize surveys to gather feedback on the onboarding experience. Use survey data to make data-driven enhancements to the onboarding process, continually refining and optimizing it for better user engagement. But just having this metric isn’t enough.

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

CustomerSuccessBox

SEPTEMBER 2, 2021

CAC is an important metric for growing businesses to determine profitability and efficiency. In this article, I will explain why the CAC metric is important, how you can measure and improve it. CAC is an important metric when determining customer success. Additional Resources: 7 customer success metrics to track.

Metrics 52

Metrics Advertising ROI Customer Success 52

Solvvy

AUGUST 31, 2022

Make a strategy for measuring customer satisfaction based on CSAT surveys and monitoring your score as part of your customer experience program. CX is what occurs at each touchpoint of a customer’s journey from the customer’s perspective. How Can I Measure Customer Satisfaction Score? What is CX? Multiple factors affect CX.

Effort Score 62

Effort Score NPS Net Promoter Score Customer Satisfaction 62

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Do you differentiate touchpoints and strategies for the key stakeholders versus lower-level individual users? Can you share more about your touchpoints for Tier Two at a high level?

Customer Engagement 87

Customer Engagement Customer Journeys Engagement Strategy 87

Education Services Group

OCTOBER 21, 2021

Our recent webinar focused on the topic of CoEs in CS, where we learned how some industry leaders have already begun reaping the benefits of their own CS CoEs. In PwC’s latest annual CEO survey , 36% of CEOs said they are focusing more on productivity through automation and technology – up 124% compared to 2016. So, what is a CS CoE?

Customer Success 52

Customer Success Metrics Analytics Guidelines 52

NobelBiz

FEBRUARY 14, 2023

Moreover, contact centers can use feedback, such as surveys and reviews, to gain insight into customers’ preferences and disinclinations about their interactions with the company, and take steps to redress the issues. We talk about training and coaching contact center staff and more in our webinar episode available through here.

Contact Center 52

Contact Center Customer Journeys CRM Social Media 52

Oracle

OCTOBER 17, 2019

This is a preview of the on-demand webinar, Best-in-Class Customer Journey Management: How to Deliver Truly Connected Service Experiences. Every touchpoint is a key part of the customer experience. According to research Aberdeen conducted in May 2018, which Minkara highlights in the webinar, there are 4 key benefits.

Customer Journeys 44

Customer Journeys Effort Score Social Media Omni-Channel 44

ChurnZero

JUNE 12, 2020

Process: renewal playbooks, proactive touchpoints, cross-functional coordination. What Processes and Metrics does Customer Success Operations Build? At a minimum, they should track performance metrics across four key areas: revenue, product, customer feedback, and customer experience.

Customer Success 80

Customer Success Effort Score Metrics Leadership 80

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Do you differentiate touchpoints and strategies for the key stakeholders versus lower-level individual users? Can you share more about your touchpoints for Tier Two at a high level?

Customer Engagement 62

Customer Engagement Customer Journeys Engagement Strategy 62

ChurnZero

MAY 22, 2020

To show what this outreach may look like, we’re sharing an example of a low-touch (a mostly automated interaction) and high-touch (many personal touchpoints) onboarding Play from ChurnZero. In ChurnZero, a Play automates messaging and tasks based on a user or account’s engagement metrics. Customer Success Around the Web.

Resources 98

Resources Touchpoint Video Meeting 98

Gainsight

APRIL 2, 2021

Creating a Charter and Metrics. For example, “We invested in how we become more multithreaded in our survey approach,” Kari said, “and then how do we build in listening architecture to understand where our end users are finding the most friction points.” . Traditionally, Workday did not look at adoption metrics for customers.

Customer Success 52

Customer Success Effort Score Sales System 52

Oracle

JANUARY 15, 2021

Travis Pelleymounter , Vice President of Tickets Sales & Service and Christina Kori , Digital Marketing Manager for the Tampa Bay Lightning, joined me for an Oracle Customer Spotlight Series webinar in advance of the first game of the new NHL season.

Sales 52

Sales Marketing Sports Roadmap 52

SmartKarrot

OCTOBER 13, 2021

Define and own the customer lifecycle map for the customers, engaging with both the sales and product teams to develop key client touchpoints and track outcomes for optimal engagement. Define operating metrics for the team, including goals, KPIs, and tracking systems. Improve both customer-facing and internal processes.

Customer Success 19

Customer Success Touchpoint Metrics Customer Satisfaction 19

SmartKarrot

JANUARY 1, 2024

A well-thought-out timeline, post-sign-up, for sending surveys or seeking feedback ensures that customers are in a position to provide meaningful insights based on their usage and understanding of the product. For instance, leveraging generative AI for automating certain touchpoints doesn’t mean sacrificing the human touch.

Touchpoint 10

Touchpoint Metrics Feedback Customer Base 10

SmartKarrot

JANUARY 1, 2024

A well-thought-out timeline, post-sign-up, for sending surveys or seeking feedback ensures that customers are in a position to provide meaningful insights based on their usage and understanding of the product. For instance, leveraging generative AI for automating certain touchpoints doesn’t mean sacrificing the human touch.

Touchpoint 10

Touchpoint Metrics Feedback Customer Base 10

SmartKarrot

JULY 16, 2020

In this blog, we are going to delve into the reasons why retention is a critical step, some of the best metrics to use to calculate the retention. Note : One of the recently conducted surveys state that 68% of the clients tend to leave a company when faced with personal indifferences, mostly irreconcilable. Key Retention Metrics.

Metrics 10

Metrics eBook Customer Retention Strategy 10