ChurnZero

JUNE 24, 2022

In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. You can download the full report for net retention and gross retention benchmarks as well as retention metrics in relation to ACV, growth, size, and more.

Benchmark 98

Benchmark SaaS Metrics B2B 98

Beyond Philosophy

JANUARY 23, 2019

For example, if you have a multi-step account setup process for a first-time customer on your website, and they are setting up an account at the end of a long day, you can expect them to be more frustrated than a person who is setting up an account first thing in the morning.

Management 361

Management Consulting Consulting Accountability 361

AWS Machine Learning

FEBRUARY 21, 2025

Besides the efficiency in system design, the compound AI system also enables you to optimize complex generative AI systems, using a comprehensive evaluation module based on multiple metrics, benchmarking data, and even judgements from other LLMs. The code from this post and more examples are available in the GitHub repository.

Benchmark 95

Benchmark Metrics Engineering Feedback 95

PeopleMetrics

JANUARY 21, 2025

And because its widely used, you can benchmark your score against competitors to see how you stack up. The firm proactively reaches out, addressing concerns and retaining key accounts. Why NPS Works: Simplicity and Universality NPS thrives because its simple, easy to calculate, and universally recognized. However, NPS isnt perfect.

Metrics 118

Metrics Benchmark SaaS Analytics 118

AWS Machine Learning

FEBRUARY 12, 2025

Prerequisites To use the LLM-as-a-judge model evaluation, make sure that you have satisfied the following requirements: An active AWS account. You can confirm that the models are enabled for your account on the Model access page of the Amazon Bedrock console. Selected evaluator and generator models enabled in Amazon Bedrock.

Metrics 101

Metrics Engineering APIs Benchmark 101

Lumoa

APRIL 7, 2022

Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. This blog post will discuss NPS benchmarks and look at why NPS is so essential to overall customer success. This is why benchmarking is so important, which we will discuss later.

Benchmark 78

Benchmark Banking Metrics Surveys 78

AWS Machine Learning

JANUARY 31, 2025

This sets a new benchmark for state-of-the-art performance in critical medical diagnostic tasks, from identifying cancerous cells to detecting genetic abnormalities in tumors. Prerequisites We assume you have access to and are authenticated in an AWS account. The AWS CloudFormation template for this solution uses t3.medium

Healthcare 109

Healthcare Scripts Benchmark SaaS 109

Joe Rawlinson

MAY 17, 2022

Now, the question is—what are the metrics and figures to benchmark for every industry? Building their account on highly targeted ad groups. As with previous benchmark reports, the numbers have been consistently high for these industries. Otherwise, they’ll end up inflating their budget to no avail. Average Cost per Click (CPC).

Benchmark 15

Benchmark Advertising Entertainment Real estate 15

AWS Machine Learning

MAY 2, 2024

A common way to select an embedding model (or any model) is to look at public benchmarks; an accepted benchmark for measuring embedding quality is the MTEB leaderboard. The Massive Text Embedding Benchmark (MTEB) evaluates text embedding models across a wide range of tasks and datasets.

Benchmark 128

Benchmark Metrics Enterprise APIs 128

CX Accelerator

APRIL 1, 2020

Accountability. Their suite of products and services allow you to truly understand your customer experience through detailed performance analysis and competitor benchmarking, all underpinned by tangible recommendations from real CX experts and the latest in AI and machine learning capabilities. What’s driving this paradoxical shift?

Metrics 228

Metrics Morale Benchmark Government 228

Beyond Philosophy

APRIL 25, 2019

Google used to mine all kinds of data from people’s Gmail accounts and people were OK with that because they got free email. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. Sincerely, Big Brother*. *

Technology 296

Technology Entertainment Consulting Consulting 296

Inbenta

OCTOBER 30, 2024

According to a survey from PwC, nearly half (48%) of U.S. consumers define good customer service as friendly and welcoming. Meanwhile, an overwhelming majority (82%) of the top-performing companies report paying “close attention” to customer experience. 

Self service 52

Self service Benchmark Chatbots Enterprise 52

Nicereply

DECEMBER 17, 2024

In this sense, CES can almost act as a gauge of how well a company is doing against its benchmarks and those of competitors. For SaaS products, consider questions like: “How easy was it to set up your account?” This provides a baseline for comparison over time and against industry benchmarks.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

TechSee

JULY 30, 2024

As the Director of Strategic Accounts at TechSee, I’ve had the privilege of working with tech giants like AWS, and many others. Test the results (new tiny LLM benchmarks are promising) and design escalation to an expert when needed. I’m Megan Saucier , your friendly guide through the ever-evolving landscape of technology.

Benchmark 124

Benchmark Contact Center Accountability Analytics 124

Totango

FEBRUARY 2, 2021

A set of key performance indicators and benchmarks to track and measure client progress towards goals. This stands in contrast to plans shared via email or in a spreadsheet, where it becomes difficult to tie these outcomes to customer accounts. How Do You Use a Customer Success Plan?

Benchmark 127

Benchmark Chatbots Accountability Enterprise 127

Callminer

NOVEMBER 25, 2019

Call on experienced managers for guidance in setting up benchmarks. “Experienced call center managers are helpful in setting up the initial performance benchmarks for a new outbound call center program. These benchmarks are, at first, estimated based on the past performance of similar outbound call center projects.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

Beyond Philosophy

APRIL 15, 2019

Define expectations and establish accountability. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. They see a problem, and know it has to be fixed, but it’s uncomfortable. Hold each other and your teams to a standard.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Callminer

OCTOBER 11, 2018

FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Reuben Kats @grab_results.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Fonolo

FEBRUARY 18, 2021

Customer interactions are at the heart of every contact center, so it makes sense to take their feedback into account. By taking this step, you’ll be able to account for the customer experience — after all, there’s no point in implementing a strategy that makes them unhappy. Create a benchmark for success.

Contact Center 148

Contact Center Abandon rate Average Handle Time First call resolution 148

Upstream Works

SEPTEMBER 1, 2020

According to the 2019 Global Customer Experience Benchmarking Report from NTT Ltd., Once contact centers are aware of agents’ needs, they can take them into account when deciding on new workplace strategies and policies. According to the 2019 Global Customer Experience, Benchmarking Report from NTT Ltd.,

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

NobelBiz

DECEMBER 3, 2024

Service Level Targets Service levels are benchmarks that determine the quality of customer interactions. These tools can also account for real-time changes, ensuring forecasts remain relevant in dynamic environments. Understanding peak hours and slow periods ensures efficient shift scheduling.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

ChurnZero

SEPTEMBER 28, 2021

It’s important to have NPS benchmarks in mind so you can start making effective changes based on your score. Benchmarks allow you to figure out when your score is good, when and where there’s room for improvement, and how you might compare to other competitors in your industry. External Benchmarks. Internal Benchmarks.

Benchmark 97

Benchmark SaaS industry standards Analytics 97

AWS Machine Learning

MARCH 11, 2025

Prerequisites To run the example notebooks, you need an AWS account with an AWS Identity and Access Management (IAM) role with permissions to manage resources created. For details, refer to Create an AWS account. DeepSeek-R1-Distill-Llama-8B DeepSeek-R1-Distill-Llama-8B was benchmarked across ml.g5.2xlarge , ml.g5.12xlarge , ml.g6e.2xlarge

Metrics 68

Metrics Benchmark Enterprise Telecommunications 68

Call Design

JULY 6, 2021

A common grade of service is 70% in 20 seconds however service level goals should take into account corporate objectives, market position, caller captivity, customer perceptions of the company, benchmarking surveys and what your competitors are doing. First Contact Resolution. Net Promoter Score.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

AWS Machine Learning

JUNE 11, 2024

First, we had to experiment and benchmark in order to determine that Graviton3 was indeed the right solution for us. First, we started by benchmarking our workloads using the readily available Graviton Deep Learning Containers (DLCs) in a standalone environment. Technical Account Manager at AWS with 15 years of experience.

Engineering 116

Engineering Benchmark Accountability Best practices 116

ChurnZero

MAY 2, 2024

The 2024 B2B SaaS Benchmarking Survey by SaaS Capital is the most comprehensive and up-to-date source of its kind for SaaS and customer success leaders who want to know where they stand compared to peers and competitors. We’re operating under the concept of rule of 60, with growth account ing for 20% and margins for 40%.

SaaS 52

SaaS Benchmark B2B Surveys 52

CX Accelerator

APRIL 1, 2020

Accountability. Their suite of products and services allow you to truly understand your customer experience through detailed performance analysis and competitor benchmarking, all underpinned by tangible recommendations from real CX experts and the latest in AI and machine learning capabilities. What’s driving this paradoxical shift?

Metrics 182

Metrics Morale Benchmark Government 182

CSM Magazine

DECEMBER 2, 2024

Techniques : AI Chatbots can resolve frequently asked questions like “How do I retrieve my account?” By benchmarking these KPIs regularly, you can identify bottlenecks and make improvements. It sets your brand apart in a competitive industry where gamers demand accountability and responsiveness.

Customer Service 52

Customer Service Multichannel Chatbots Benchmark 52

ShepHyken

MARCH 23, 2018

Impact: Fortune 500 companies that excel at recruitment marketing strategies have 62% higher average revenue per year than those with average scores, and 152% higher average revenue per year than those with failing recruitment scores (SmashFly’s Fortune 500 Report: 2018 Recruitment Marketing Benchmarks).

Airlines 208

Airlines Morale Benchmark Marketing 208

ClientSuccess

SEPTEMBER 28, 2020

The bottom line: increase account growth and decrease customer churn. The main benefit of a customer success software that executive management should be aware of is the fact that it can increase account growth and decrease customer churn. With this level of visibility, CSMs can be more agile and address issues faster.

SaaS 105

SaaS industry standards Benchmark Accountability 105

AWS Machine Learning

MARCH 6, 2025

Prerequisites To implement this solution, you need the following: An AWS account with privileges to create AWS Identity and Access Management (IAM) roles and policies. You must follow the provided notebook to reproduce the solution. We elaborate on the main code components in this post.

Metrics 92

Metrics Enterprise APIs Engineering 92

AWS Machine Learning

FEBRUARY 24, 2025

Performance metrics and benchmarks According to Mistral, the instruction-tuned version of the model achieves over 81% accuracy on Massive Multitask Language Understanding (MMLU) with 150 tokens per second latency, making it currently the most efficient model in its category.

APIs 92

APIs Enterprise Benchmark Feedback 92

AWS Machine Learning

AUGUST 2, 2024

With GraphStorm, you can build solutions that directly take into account the structure of relationships or interactions between billions of entities, which are inherently embedded in most real-world data, including fraud detection scenarios, recommendations, community detection, and search/retrieval problems. Dataset Num. of nodes Num.

APIs 117

APIs Benchmark Construction Enterprise 117

Spearline

JANUARY 18, 2022

And how can I hold my vendors to account if they aren’t delivering the required service? Yet, resolving a ticket with a vendor where full details of a fault are unclear can be a lengthy process (even without accounting for how long it may have taken for the fault to be recognised in the first place).

Management 98

Management Benchmark Telecommunications Analytics 98

AWS Machine Learning

MARCH 3, 2025

Through comparative benchmarking tests, we illustrate how deploying FMs in Local Zones closer to end users can significantly reduce latencya critical factor for real-time applications such as conversational AI assistants. Each request contains a random prompt with a mean token count of 250 tokens.

APIs 72

APIs Benchmark Metrics Healthcare 72

Spearline

MAY 3, 2022

The power of a benchmark comparison in phone number testing When you receive an alert that your phone number is not functioning, you know immediately that there is a problem. Being able to benchmark your results against other organizations helps point out where issues might be, and provides guidelines to help you fix any hidden issues.

Benchmark 98

Benchmark Customer Service Accountability Feedback 98

AWS Machine Learning

MAY 10, 2023

We cover computer vision (CV), natural language processing (NLP), classification, and ranking scenarios for models and ml.c6g, ml.c7g, ml.c5, and ml.c6i SageMaker instances for benchmarking. You can use the sample notebook to run the benchmarks and reproduce the results. For more details, refer to the GitHub repo. He received his Ph.D.

Benchmark 101

Benchmark Best practices Engineering Scripts 101