Feedbackly

DECEMBER 2, 2022

Net Promoter Score (NPS) was developed to measure CX from the lens of loyalty and advocacy. While CX metrics like NPS, C-SAT, and CES are very useful for assessing the buying journey and the overall customer experience, they come with a set of limitations. Limitations of other CX metrics. CX at both micro and macro level.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Metrics 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.

NPS 52

NPS Marketing Technology Customer Experience 52

CloudCherry

SEPTEMBER 19, 2018

Increased sales. More importantly, your organization can now clearly determine whether your initiatives are successfully bringing up customer engagement and sales, or if there are issues that are causing friction between you and your customers. Webinar: 14 Hacks to Fast Track Your CX Budget Approval. Reduced costs.

ROI 225

ROI Financial CEM Metrics 225

ChurnZero

AUGUST 14, 2020

Its workstreams rely upon inputs such as sale’s manual data entry and gut instincts. Since buyers typically follow a uniform purchasing journey, CRMs are ideal for managing a sales pipeline. (If If you think a CRM is suitable for post-sale customer management, you’re wrong and here’s why.). Sales or Sales Operations.

Software 87

Software Customer Success NPS Net Promoter Score 87

GetFeedback

SEPTEMBER 24, 2019

In recent years, the job of sales professionals has changed dramatically due to buyer self-education via the internet and social media. This means that the sales reps, when they do engage with buyers, must be better prepared. . CX leaders could get support by sales leaders by tackling such cross-organization issues that thwart deals.

How To 150

How To ROI Policies Analysis 150

ClientSuccess

OCTOBER 8, 2018

ClientSuccess will host Greg Daines (The Churn Whisper), Founder and CEO at Client Velocity , for this month’s customer success webinar series: The One Question that Will Transform Your Customer Success Strategy. Greg Daines, the webinar presenter, is highly-rated speaker at the CS100 Summit , a Customer Success Leadership Summit.

Customer Success 40

Customer Success Strategy Customer Centricity Leadership 40

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. Who Should Own Renewals and Upsells: Sales or Customer Success? Scaling customer success.

Resources 111

Resources Customer Success eBook Multi-Channel 111

ClientSuccess

DECEMBER 7, 2021

The post-sale survey. The post-sales survey collects customer feedback and input to ensure that salespeople – and the processes they use – set proper expectations during the sales process. Sales typically sets the customer journey stage with first impressions, so you want to make sure things are off to a good start.

Customer Journeys 83

Customer Journeys Survey Strategy NPS 83

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!

Strategy 493

Strategy Touchpoint Metrics Customer Journeys 493

ChurnZero

FEBRUARY 14, 2023

Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. Nuance: NPS can be misleading.

Metrics 94

Metrics Customer Success Net Promoter Score Company 94

Gainsight

SEPTEMBER 22, 2023

Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. But training can pay dividends before a sale, leading to many more of them. Faster Sales The down economy and pressure on companies to cut costs are slowing deals like never before.

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 52

ClientSuccess

DECEMBER 21, 2021

After all, even if sales are through the roof, if customers aren’t satisfied, the business likely won’t last. There are widespread metrics like NPS and sentiment and high-level numbers like churn rate and retention rate. For example, if a customer purchases 20 licenses but uses only 5, the license utilization rate is only 25%.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

Feedbackly

OCTOBER 19, 2023

Moreover, CSAT is not limited to one stage in the customer journey, unlike KPIs like NPS. Also, customer satisfaction is an aspect that affects every unit in the business, from sales to marketing to product development. Similarly, incorporate NPS, CES, and other KPIs to get a comprehensive overview of customer experience.

Customer Satisfaction 52

Customer Satisfaction Survey Touchpoint NPS 52

Kayako

JULY 27, 2017

Net Promoter Score (NPS). Do you get an increase in volume when a webinar is broadcast? CSAT is interesting to marketing and sales teams because it is a direct line to how your customers are feeling in the moment after they’ve spoken with you. Net Promoter Score (NPS). TTFR – So many acronyms, so little time! What is it?

Metrics 200

Metrics Company Net Promoter Score NPS 200

NICE inContact

AUGUST 21, 2019

Measured as NPS, CSAT, Effort Score or others, it is the most significant measure that impacts top line and bottom and this is how. They look at organizational structures like Marketing, Sales, Support and other groups and start collecting customer interaction data within these groups.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

NICE inContact

AUGUST 21, 2019

Measured as NPS, CSAT, Effort Score or others, it is the most significant measure that impacts top line and bottom and this is how. They look at organizational structures like Marketing, Sales, Support and other groups and start collecting customer interaction data within these groups.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

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. That’s the way to improve your sales, etc.

Data 40

Data Customer Journeys Consulting Course 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. That’s the way to improve your sales, etc.

Data 40

Data Customer Journeys Consulting Course 40

ClientSuccess

JANUARY 4, 2021

A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many rounds of renewals. Webinar: The Customer Success Maturity Model. A customer success manager’s relationship with a customer account doesn’t just begin and end at random.

Customer Journeys 104

Customer Journeys Customer Centricity eBook NPS 104

ClientSuccess

NOVEMBER 2, 2022

Are NPS scores taking a dip? During renewal or upsell conversations, the everyday sales jargon and terminology can get old quickly, especially if it is a repeat of a customer’s original sales pitch when they first signed on with your organization. What about product usage rates? Toolkit: Churn Management Toolkit.

Customer Retention 70

Customer Retention Tips Effort Score eBook 70

Gainsight

MARCH 9, 2022

Instead, they use digital-first tools and strategies: One-to-many approach: Assisting customers via email, in-app notifications and guides, webinars, videos, and knowledge base content. Net Promoter Score (NPS). Digital-led strategies can also accelerate the depth of NPS efforts. Speaking of expansion…. Upsell Opportunities.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

ClientSuccess

NOVEMBER 22, 2021

To optimize and enhance your strategy, it’s a good idea to send out surveys at different points throughout the customer relationship – post-sales, post-onboarding, renewal pulse, etc. A best practice is for customer marketing to create a separate NPS survey specifically for marketing purposes. Toolkit: How To Build Customer Loyalty.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

Gainsight

SEPTEMBER 27, 2023

Here are some of the key takeaways from the webinar. If your company is in this situation, start your health score development by focusing on more qualitative data, like CSAT or NPS. Alignment with Sales is also important. Customer Success needs to be on the same page with Sales to get the health score right from the beginning.

Metrics 52

Metrics Sports Customer Success NPS 52

Gainsight

APRIL 30, 2019

Net Promoter Score (NPS). Net Promoter Score (NPS). The Net Promoter Score (NPS) tells you the percentage of your customers who would recommend your product. Responders in the 7-8 range are considered passive and are not counted calculating NPS. How do I improve NPS? WATCH THE WEBINAR. READ THE STARTER KIT.

Metrics 65

Metrics Net Promoter Score Management How To 65

Totango

AUGUST 21, 2020

We currently have 13,000 Totango users in the system contributing to, leading, running operations for our Sales and Customer Success Field teams. As mentioned in the Webinar, we are also enabling partners on the playbook and methodologies to drive like experience. SC: Totango is very easy to use and is cloud-based.

Customer Success 116

Customer Success Innovation NPS Touchpoint 116

SurveySensum

JANUARY 10, 2024

For instance, when someone buys your product, hold off on sending NPS surveys immediately after the interaction; let the experience sink in and send an NPS survey after they have experienced your product. Be strategic about the type of survey, too. Bad surveys are a much more serious issue, destroying VoC.

Survey 52

Survey NPS Feedback Tips 52

Lumoa

FEBRUARY 14, 2024

It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made. Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Zeisler Consulting

AUGUST 17, 2021

As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time: How do you define the ROI? If CX is centered on that goal, rather than sales and market share, its success becomes much more engrained in the very fabric of our brand in the first place.

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

SurveyGizmo

DECEMBER 13, 2019

Companies began to recognize the value that better understanding their customers and what they have to say could improve customer satisfaction and drive sales. Now we have NPS (Net Promoter Score), CES (Customer Effort Score), and CSAT (Customer Satisfaction). To learn more about making NPS, CES, and CSAT work for you, click here.

Feedback 58

Feedback Net Promoter Score Effort Score NPS 58

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

ClientSuccess

MARCH 2, 2021

In this way, one can look at the role of an AE as an extension of the sales or business development team while CSMs are fully entrenched in the services realm. CSMs typically gauge success on metrics like usage rates and NPS scores while AEs are driven by bottom-line revenue goals. .

Customer Success 62

Customer Success Management eBook Metrics 62

ClearAction

OCTOBER 12, 2022

NPS, CSAT, FCR, Health / Effort Score, etc.) Sales Velocity is another key to LTV. Sales Velocity is influenced in this order, from bottom to top of this list: MRR (monthly recurring revenue; a customer’s repeat purchases). Similarly, Health Score combines NPS + overall satisfaction + Service inquiries + product usage.

Metrics 62

Metrics Management Effort Score ROI 62

Thematic

SEPTEMBER 12, 2021

NPS, CSAT, CES.it And what if their feedback is spread across CSAT, NPS and other CX surveys? For example, LinkedIn has used Thematic to pull back the curtain on the NPS for its Sales Navigator tool (see a dashboard screenshot below). Maybe Todd has some useful feedback that can help you improve your app.

Metrics 117

Metrics Analytics Feedback Effort Score 117

ChurnZero

MAY 22, 2024

Marketing and sales are both occasionally running campaigns to current customers, that customer success usually finds out about after the fact. A Net Promoter Score (NPS) survey gets sent every year, and your scores are good. She’s a marketer that gets customer success and a post-sale digital expert with a focus on revenue.

Customer Success 52

Customer Success Strategy Roadmap How To 52

NobelBiz

FEBRUARY 27, 2024

Monitoring key metrics such as First Call Resolution (FCR), Net Promoter Score (NPS), and Customer Satisfaction (CSAT) offers invaluable insights into how well agents are meeting customer needs. Net Promoter Score (NPS) : NPS gauges customer loyalty by asking how likely customers are to recommend a company’s products or services.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

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 ? I’d try to capture what I think you’re talking about with net promoter score (NPS)/CSAT, intent to renew or – you gave me a new idea – renewal desire! Think: do you want to renew?

Metrics 98

Metrics Customer Success Net Promoter Score Measurement 98

ChurnZero

MARCH 18, 2022

If you missed the webinar, you can watch it on-demand. I would also look at post-case NPS or post-case CSAT on every interaction with the customer. I would look at NPS in an annual NPS survey by buyer role. I would do NPS. The thing that most people get wrong with NPS is they think of it as one per customer.

Metrics 98

Metrics Course Customer Success NPS 98