Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Understand how experience management metrics build upon one another, to see where you should focus. So, what’s the solution?

Metrics 62

Metrics Management Sales Surveys 62

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 ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

SaaS 98

SaaS Metrics Accountability Technical Support 98

CSM Practice

FEBRUARY 8, 2023

One of the best ways to grow your business is to track several customer success metrics and use this SaaS valuation data to make effective decisions. If you’re wondering what kind of data to collect, these metrics will help you measure customer satisfaction levels and develop strong retention strategies. Start tracking metrics today!

SaaS 52

SaaS Metrics Advertising Upselling 52

ClientSuccess

APRIL 27, 2017

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” We took the results of this collaboration and created a webinar to help disseminate the results.

Metrics 41

Metrics SaaS Best practices Accountability 41

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

SaaS 52

SaaS Metrics Customer retention Construction 52

Tethr

JUNE 1, 2020

Start holding agents accountable for customer experience by aligning agent performance with business outcomes. Traditional QA scorecard criteria doesn’t allow businesses to measure the metrics that matter most. The post Measure the agent performance metrics that matter to your business appeared first on Tethr.

Metrics 72

Metrics Scripts Coaching Accountability 72

ClientSuccess

MARCH 2, 2021

This is especially true for Account Executives and Customer Success Managers – two roles that work extremely close with customers (and each other) and tend to be rolled into one when thinking about customer account management . eBook: Customer Success as a Culture: Sales Leaders Edition.

Accountability 62

Accountability Management Upselling SaaS 62

Enghouse Interactive

FEBRUARY 18, 2021

This blog will provide an overview of the key findings from the recent Enghouse Interactive and Metrigy webinar and show where these insights should be applied in your organization to improve the customer experience (CX) and to drive operational efficiencies. . Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Metrics 56

Kayako

NOVEMBER 4, 2015

The founders of Sorry ™ will be joining us on November 11 to present a webinar on how to prepare your company to weather a storm of customer complaints. The Q&A will be led by Kayako’s Head of Support Sarah Chambers, and you’ll have the chance to win one of two Small Business accounts with Sorry™! Sign up for the webinar now.

Banking 88

Banking Accountability Metrics Management 88

Beyond Philosophy

JUNE 27, 2019

For example, you may have felt frustrated by a complicated process for creating an account, or irritated because you couldn’t find basic information such as size charts or a returns policy. Or maybe you got an uneasy feeling when the site wanted to access your Facebook account.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

SaaS 98

SaaS Metrics Surveys Enterprise 98

AWS Machine Learning

OCTOBER 29, 2024

Observability refers to the ability to understand the internal state and behavior of a system by analyzing its outputs, logs, and metrics. Security – The solution uses AWS services and adheres to AWS Cloud Security best practices so your data remains within your AWS account.

Best practices 112

Best practices Feedback Metrics APIs 112

ChurnZero

DECEMBER 27, 2022

6/ How to transform Customer Success into a profit center with metrics and forecasting. Learn how to emphasize the financial value of your CS team by choosing the right metrics. Learn how one CS leader blazed an unconventional trail to CEO, the five most controversial topics in CS (Is NPS a CS metric? Not so much.

Benchmark 90

Benchmark Metrics Accountability Enterprise 90

AWS Machine Learning

AUGUST 7, 2024

The framework provides a suite of metrics to evaluate different dimensions. In our example, we evaluate responses based on the following dimensions: Answer relevancy – This metric focuses on assessing how pertinent the generated answer is to the given prompt. About the Author Wei Teh is an Machine Learning Solutions Architect at AWS.

APIs 132

APIs Chatbots Metrics Education 132

RapportBoost

OCTOBER 20, 2018

– holding teams accountable, while having fun. Rote was cited specifically for implementing RapportBoost’s Conversational Selling Analysis Platform that helped dramatically increase her company’s live chat performance metrics. ” Registration information for the webinar can be found at [link]. About RapportBoost.

Contact Center 70

Contact Center Sales Average Handle Time Metrics 70

ChurnZero

JUNE 19, 2020

To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. During the webinar, we discussed: How customer retention impacts the valuation of your company. If you missed the webinar, you can watch it on demand.

SaaS 72

SaaS Metrics Surveys Customer retention 72

ChurnZero

MAY 25, 2023

Even if CS doesn’t “own” renewals or expansions in your organization, having a command of the numbers is still important: just because you aren’t held directly responsible for collecting a signed contract does not mean you are not held indirectly accountable for customer retention. Below are recommended metrics to consider.

Upselling 97

Upselling Metrics Surveys Accountability 97

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! Watch the recording of this webinar to catch up on the full conversation! Speaker: Chris Hicken , CEO & Co-Founder of Nuffsaid. Isn’t that crazy?

Feedback 52

Feedback Sales SaaS Marketing 52

ChurnZero

OCTOBER 8, 2024

Their top metrics are almost all revenue-driven. As in previous years, CS metrics are still focused on revenue, with the top metric being churn rate. Account management teams increased their ownership from 20% to 29% since 2022 (while sales ownership of expansions decreased from 33% to 24% in the same time period).

SaaS 59

SaaS Surveys Metrics Sales 59

ClientSuccess

SEPTEMBER 7, 2022

In the world of customer reporting, CSMs can bucket customer metrics into a few different categories: Sentiment-based data points help CSMs keep tabs on how customer contacts and accounts feel about a product, service, or even the customer team assisting them in their relationship. eBook: Ultimate Guide to Customer Success Metrics.

SaaS 89

SaaS Metrics Analytics Accountability 89

ClientSuccess

AUGUST 3, 2022

Your internal team members want to know how a customer account is doing, where a specific project stands, and other customer-specific information. If a First Contact Resolution Rate drops below a certain threshold, a customer account could be in jeopardy. This is also a great metric for your support team to monitor. The verdict?

Metrics 79

Metrics Accountability Call Center Feedback 79

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Accountability 47

Accountability Management Upselling SaaS 47

ClientSuccess

AUGUST 10, 2022

Whether you’re working with large enterprise customers or smaller startups, the metrics you use will be the same. From NPS to churn rates to revenue retention to product usage rates, dozens of metrics can be used to develop KPIs for a customer success team. Customer sentiment and account health. User adoption percentages.

Metrics 78

Metrics SaaS Customer retention Accountability 78

ClientSuccess

APRIL 26, 2022

. Customer success, like many other departments, thrives on data and metrics. We’ve already deep-dived into the Customer Effort Score and Customer Satisfaction Score with tips and tricks on measuring, using, and improving these critical customer success metrics. . Webinar: How to Build a Health Score that Actually Works.

Metrics 59

Metrics SaaS Accountability Customer effort 59

Fonolo

JANUARY 17, 2023

This familiar technology does things like invite callers to select a language, enter an account number or choose a department at the beginning of a call. Metrics like first-call resolution and average handle time have historically been used to measure agent success and by extension, customer sentiment.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. Why is FCR considered so essential? The reason?

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

AWS Machine Learning

NOVEMBER 20, 2024

To evaluate the effectiveness of a RAG system, we focus on three key metrics: Answer relevancy – Measures how well the generated answer addresses the user’s query. By implementing dynamic metadata filtering, you can significantly improve these metrics, leading to more accurate and relevant RAG responses. model in Amazon Bedrock.

Construction 117

Construction APIs Metrics Accountability 117

Tethr

JUNE 30, 2020

Hold your agents accountable for CX by getting down to the bottom of those high-effort customer experiences. Typical scorecard metrics—did the agent use the proper greeting, say the customer’s name three times, thank them for their loyalty, follow compliance scripts, etc.—might Stop forgetting the customer in QA measurement.

Customer effort 65

Customer effort Scripts Coaching Metrics 65

Beyond Philosophy

SEPTEMBER 6, 2017

Yes, finance, legal, accounts receivable, we are talking about you. After all, as your performance improves, your metrics will, too. Ensure that you choose a metric that reflects your desired CX that links directly to that CX outcome. Otherwise, how will you know how far you have come. Not celebrating quick wins.

Consulting 302

Consulting Consulting Finance Metrics 302

Totango

JUNE 30, 2020

Make sure the metrics behind health scores and early warning systems are updated to account for the new environment. Customer segmentation leverages your customer success resources by giving each team member an all-encompassing view across many accounts. Invite customers to upcoming free training webinar series.

Best practices 127

Best practices Customer retention Metrics Enterprise 127

ChurnZero

APRIL 18, 2024

CustomerGuru CEO Lynn Tsoflias outlined the benefits of both high-touch and digital-focused CSMs in the webinar, Scaling Customer Success : So, what’s at the top of your list to keep for analog interactions? Resources to dig deeper: 8 SaaS Onboarding Best Practices , How to Streamline Onboarding to Reduce Churn (webinar).

Journey mapping 52

Journey mapping SaaS Metrics Engineering 52

ClientSuccess

NOVEMBER 24, 2020

This new industry focus on customer success will continue into 2021 as executives, boards, and decision makers will look to build on the success of customer accounts. As customer success as a focus continues to grow, the role of the CSM and/or account manager will become more important than ever. Interested in learning more?

SaaS 113

SaaS Finance Metrics CRM 113

AWS Machine Learning

APRIL 23, 2024

Performance Optimization – Choosing the appropriate resources, implementing caching strategies, and proactively monitoring performance metrics ensure that applications deliver fast and accurate responses, leading to optimal performance and an enhanced user experience. In her free time, she likes to go for long runs along the beach.

APIs 129

APIs Enterprise Scripts Accountability 129

ClientSuccess

AUGUST 23, 2022

you know exactly how rapidly things change and how quickly new metrics pop up on the scene. Already it probably feels as though you’re measuring a hundred different metrics that all mean different things: product usage rates, customer success scores, and more. How to use Customer Effort Score with your other customer success metrics.

Customer effort 79

Customer effort Metrics SaaS Surveys 79

Kapta Customer Success

SEPTEMBER 19, 2016

As a key account manager, it’s vital that you engage in Customer Success content that is insightful, valuable, and relevant, giving you that competitive edge to deliver amazing service to your clients. Here are eight Customer Success blogs every key account manager should read to stay on the cutting edge of their business.

Accountability 45

Accountability Management SaaS Chief Customer Officer 45

ChurnZero

MAY 2, 2024

You can watch the webinar in full here, or scroll on to discover four essential insights from this year’s survey. In our webinar, You Mon and Rob discussed the B2B SaaS market’s current state, including the impact of tech advancements and changes in work culture, and what it means for SaaS leaders.

SaaS 52

SaaS Benchmark B2B Surveys 52