ClearAction

MARCH 20, 2020

Ideally, you’re focusing on actioning the root causes, and tracking that progress with an internal metric. We did this at semiconductor equipment-maker Applied Materials and found that our internal metrics actually predicted future customer sentiment and financial behaviors. Cash in the Attic.

Customer centricity 62

Customer centricity Feedback Airlines Metrics 62

Natalie Petouhof

AUGUST 15, 2022

My path to a CX career started in 2001 at Peppers & Rogers Group. That approach yielded unimaginable yet remarkable anecdotes such as reps sending flowers if a customer fell ill, chatting with customers about their families (average handle time wasn’t a metric) and sending free replacement products if orders were reported defective.

Customer Experience 52

Customer Experience Average Handle Time Coaching Enterprise 52

Voxjar

JUNE 8, 2021

Founded in 2001. They have some cool out of the box metrics like their Tethr Effort Score and some great shortcuts for setting up new analytics categories. In our experience, a 3-7x improvement is pretty normal when you bring a purpose built QA software into your organization to streamline manual reviews. Scorebuddy QA.

Call Center 51

Call Center Analytics Enterprise Sales 51

Customer Interactions

JULY 17, 2014

The date September 11, 2001 is not only a day that lives in infamy, it represents the high water mark for the corporate security industry. Developing meaningful metrics of success to support the business case for sustained or increased investment in security is a universal challenge.

Construction 32

Construction Finance Metrics Enterprise 32

LiveChat

SEPTEMBER 15, 2017

Instead, we rely on the background from competitors and metrics from our campaigns. In 2001, American scholar Nassim Nicholas Taleb advanced the black swan theory in his book Fooled by Randomness: The Hidden Role of Chance in Life and in the Markets. More often than not, we marketers are rationalists.

Marketing 39

Marketing Airlines Metrics Sales 39

CustomerSuccessBox

JUNE 7, 2022

Additionally, according to Statistica, IKEA has seen year over year growth since 2001, except in FY2020 as the pandemic affected retail. Q: Who should be responsible for managing ‘churn’ in a firm? According to financial statements and releases from the IKEA website, in FY20, they closed over $39B in Revenues and netted over $1.7B in profits.

Management 52

Management Best practices Accountability Enterprise 52

Amity

NOVEMBER 25, 2014

By early 2001, we had enough customers that we realized we needed someone to help manage the customer base. Prove that product adoption is important and the financial metrics it will drive. Amity: You were a pioneer in the Customer Success – how did you break ground? PT: In September 2000, we were all in sales at Eloqua.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

SmartKarrot

JANUARY 18, 2022

Companies can create content that increases conversions and dialogues by using the tool’s metrics. The company offers many solutions that help to automate all of the sales process’s repetitive chores, such as sending follow-up emails and tracking engagement metrics.

SaaS 11

SaaS Finance CRM Analytics 11

PeopleMetrics

MARCH 12, 2018

This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Do you ever wonder if you're doing as well as your competitors?

Benchmark 69

Benchmark Feedback Metrics Best practices 69

PeopleMetrics

AUGUST 7, 2018

An important metric in any successful VoC program is NPS , or Net Promoter Score. And because it’s a common metric across industries, it also provides you with the opportunity to benchmark your NPS compared to other companies in your industry or other industries. NPS is not a flawless metric. Using NPS Despite Its Flaws.

Interactive Voice Response 70

Interactive Voice Response Metrics Benchmark Surveys 70

AWS Machine Learning

NOVEMBER 18, 2024

Production questions – For example, “How much oil did API 490251069400 produce on March 2001?” Tables tool This tool is designed to filter tables and compute certain metrics from the information they contain. File content questions – For example, “What can you say about the geology of teapot dome?” and the tool’s response.

APIs 98

APIs Surveys Chatbots Construction 98