Talkdesk

AUGUST 7, 2017

Ernest is the Group Product Manager of Data & Analytics at Talkdesk and a session host at the Opentalk 2017 in SF. . The origins of customer satisfaction (or CSAT), as a metric, date back to the 1970s — an era in which the business world was much more obsessed with supply chains and pricing than customers or service.

Metrics 40

Metrics Customer Service Advertising Upselling 40

Talkdesk

AUGUST 7, 2017

Ernest is the Group Product Manager of Data & Analytics at Talkdesk and a session host at the Opentalk 2017 in SF. . The origins of customer satisfaction (or CSAT), as a metric, date back to the 1970s — an era in which the business world was much more obsessed with supply chains and pricing than customers or service.

Metrics 40

Metrics Customer Service Advertising Upselling 40

Mindtouch

MAY 2, 2018

This presents an interesting challenge to Customer Success professionals, a community whose metrics have traditionally been defined by the sales sphere of influence (chief among them: renewals, upsells, and churn). of revenue in 2017 , make the Customer Success function of paramount importance to any organization.

Customer Experience 59

Customer Experience Customer advocacy Customer effort Upselling 59

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Wondering which metric to choose? Churn Customer churn happens when a customer/subscriber stops doing business with a company.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Nicereply

JUNE 18, 2020

Track the right metrics. To successfully deal with all these activities you are also going to need a reliable system of metrics for tracking customer retention. Even though it may seem to you like something complicated, this rate is metric whose value grows every time a customer decides to bail on your business.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ProProfs Blog

JANUARY 7, 2022

Google identified a need no other search engine was meeting and by 2017, 11 million AdSense users were paying Google $95 billion a year. So, to measure these essential steps, you have to bring the following product-market fit metrics to the limelight. To achieve business success, targeting a few metrics isn’t enough.

Marketing 78

Marketing Surveys Customer retention Metrics 78

Vonage

JULY 3, 2018

NewVoiceMedia interviewed some VCs about their perspectives on this topic during our 2017 CloudFest for Service event in San Francisco. That qualitative data helps tell the story of the metrics. . Venture capitalists. Investors take customer success seriously when assigning value to your business. Creating a customer-centric culture.

Upselling 81

Upselling Customer centricity Metrics Technology 81

8x8

DECEMBER 3, 2018

On Black Friday of 2017, though, the company realized that customer call abandonment had spiked—likely due to longer-than-normal wait times. Improved customer experience, both during and outside of the holiday rush, has resulted in an increase in upsells by contact center agents, and higher customer satisfaction in general.

Customer Service 54

Customer Service Abandon rate Contact Center First call resolution 54

Mindtouch

OCTOBER 29, 2018

LavaCon 2018, beating its own attendance record from LavaCon 2017 , focused on “Creating Content Experience Ecosystems.” In the #content #metrics session at #lavacon with @SaraContentWise @NealKaplan. The tactics to achieve value realization can be tied to three major strategies with corresponding action items.

Upselling 48

Upselling Self service Engineering Metrics 48

Tenfold - Contact Center Blog

JANUARY 17, 2018

Customer experience is the new frontier – – while this concept has been shopped around for a few years, it really captured business minds in 2017. Sales Expert – Insights into how sales and selling works is crucial in understanding what generates cross-selling and upselling opportunities. . Team Effort for CX.

Customer advocacy 62

Customer advocacy Construction Upselling B2B 62

ClearAction

AUGUST 16, 2019

Meaningful customer engagement requires that companies remain diligent, predictive and proactive”, reports a Forbes Insights and Pegasystems 2017 survey. Leaders manage customer engagement cross-functionally — they’re “silo-bridgers”, connecting channels, systems, data, metrics and interactions. What is customer engagement?

Customer centricity 48

Customer centricity Marketing Best practices Upselling 48

Comm100

FEBRUARY 20, 2018

Happier agents are also more productive, which means that they can better achieve contact center metrics. Just remember that if you adopt a Chatbot you’ll have to adjust your metrics a bit, to reflect the time that it takes to solve just complex queries). These costs can then be used to fund other, more important company endeavors.

Chatbots 72

Chatbots Contact Center Chief Customer Officer Benchmark 72

Education Services Group

JUNE 29, 2019

Most B2B SaaS companies aim to keep churn below ten percent, but the pinnacle of Customer Success is negative churn — when the value generated from renewal upsells (renewed subscriptions worth more than the previous subscription) is greater than the value lost to subscriptions that are not renewed. Customer Success Is a Constant Process.

SaaS 40

SaaS Upselling Customer retention B2B 40

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Wondering which metric to choose? Churn Customer churn happens when a customer/subscriber stops doing business with a company.

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

Pointillist

APRIL 17, 2019

According to Gartner, client inquiries on CDPs doubled between the first half of 2017 and the first half of 2018. Insights obtained from Customer Analytics tools are used to address a variety of use cases, including acquisition, retention and cross-sell/upsell. By some estimates, there are more than 80 vendors claiming to offer CDPs.

Analytics 51

Analytics Journey mapping Multichannel Government 51

Enghouse Interactive

JULY 10, 2018

Contact Babel 2017 DMG says, “It can be stated with some confidence that first-contact resolution is seen as the key to a successful contact center: 76% of the report’s respondents place first-contact resolution as being one of the top 3 metrics that are most influential on customer satisfaction, with 31% stating it as being no.1.”.

Self service 40

Self service CRM Contact Center Analytics 40

Comm100

FEBRUARY 6, 2018

Although Comm100 is primarily a customer service software, it also acts as a sales solution, helping contact centers convert leads and upsell products in real time, just as a salesperson might do in a brick-and-mortar store. As of mid 2017, those services also include free marketing automation. Download Now.

CRM 58

CRM Enterprise SaaS Marketing 58

TRUSTID

DECEMBER 28, 2017

Throughout 2017, we’ve discussed many of the top challenges facing contact centers and the authentication industry. The power of call center metrics — Customer behavior can teach us a lot about the strengths and weaknesses of our enterprise. The key is not to lose sight of what’s important to them.

Contact Center 50

Contact Center Banking Wireless Call Center 50

Nicereply

MAY 11, 2020

Brand Keys recognized Apple as “the best representative of customer loyalty and enjoyment in laptop computers, tablets, smartphones, and online music” in their 2017 Customer Loyalty Engagement Index. The importance of customer loyalty impacts almost every metric important to running a business. And you aren’t alone. for new customers).

Customer retention 115

Customer retention SaaS Metrics Surveys 115

Help Scout

JUNE 22, 2021

If you showed that metric to your sales team, they would advocate for your customer service team to get as many resources as they need. There are a few metrics that stand out. consumers contacted customer service in 2017. Look at that last one! Beyond that, customer service sets the stage for the rest of your company to succeed.

Customer Service 130

Customer Service Self service Personalization Marketing 130