Beyond Philosophy

JUNE 14, 2016

As a group, CX researchers have often been labeled as risk-averse, even complacent, when considering augmentation or replacement with more real-world, more contemporary, and more actionable metrics such as customer advocacy.

Metrics 150

Metrics Customer Experience Consulting Consulting 150

Influitive

FEBRUARY 12, 2021

In a recent episode of our customer success webinar series, How Blackbaud build a thriving advocate community, I had the opportunity to chat with Tim Newborn, Customer Advocacy and Engagement Manager at Blackbaud.

Customer advocacy 59

Customer advocacy Management Customer centricity 59

CSM Practice

FEBRUARY 24, 2020

Engagement activity measures the amount of proactive, high-value, customer-centric touchpoints a Customer Success Manager or Customer Success team has with customers over a specified period. 5. Advocacy Activity. Advocacy Activity = Number of Advocacy Activities Over A Certain Period.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CSM Practice

FEBRUARY 24, 2020

Engagement activity measures the amount of proactive, high-value, customer-centric touchpoints a Customer Success Manager or Customer Success team has with customers over a specified period. 5. Advocacy Activity. Advocacy Activity = Number of Advocacy Activities Over A Certain Period.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

Engagement activity measures the amount of proactive, high-value, customer-centric touchpoints a Customer Success Manager or Customer Success team has with customers over a specified period. 5. Advocacy Activity. Advocacy Activity = Number of Advocacy Activities Over A Certain Period.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52