Interaction Metrics

FEBRUARY 20, 2025

With our research-backed methodologies, we eliminate bias to ensure your NPS reflects genuine customer sentiment. We also benchmark your NPS against industry standards, providing critical insights that show where you stand compared to competitors. Retention rate: A high NPS should ideally reflect strong customer retention.

Surveys 62

Surveys Benchmark Feedback Metrics 62

delighted

OCTOBER 22, 2019

While there are many reasons and methods to measure customer experience (CX), keeping tabs on the perception of your customers via the Net Promoter methodology can be incredibly valuable for benchmarking the health of your business. If you don’t measure NPS, you’ll never fix the root cause of customer problems,” says Richardson.

Benchmark 41

Benchmark Surveys Feedback Customer retention 41

ProProfs Blog

DECEMBER 21, 2020

Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. Needless to say, customer retention is the core value for the growth of any business. This implies: Never lose sight of your existing customers.

Surveys 148

Surveys Benchmark Feedback Sales 148

Outsource Consultants

MARCH 21, 2025

They play a vital role in business growth and customer retention. A study by the Rain Group found that 82% of buyers accept meetings with sellers who proactively reach out , a statistic that highlights the effectiveness of outbound calls in securing new business opportunities. Tip: Ask for case studies in your industry.

Call Center 67

Call Center Healthcare outsourcing Telemarketing 67

ChurnZero

MARCH 31, 2023

The purpose of a Customer Success team is to help a company’s customers get the most value out of its product. The hypothesis is, if a customer maximizes the obtainable value, they will remain loyal and spend more with the company. This isn’t merely a theory.

Benchmark 98

Benchmark B2B Accountability Consulting 98

Satrix Solutions

SEPTEMBER 8, 2020

Customers are grouped into three categories based on their response to the NPS survey – Promoter, Passive, or Detractor. Naturally, marketing can turn to Promoters for testimonials and case studies. Competitive Benchmarking Study. A competitive NPS benchmarking study is also a valuable CX program for CMOs.

Marketing 78

Marketing Customer Experience Benchmark B2B 78

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Let’s move on to how many new customers you acquired” is likely the next agenda item.

SaaS 96

SaaS Feedback Surveys B2B 96

Outsource Consultants

JANUARY 8, 2025

For those aiming to enhance customer experience, seek BPO partners with a proven track record of high customer satisfaction scores and experience in your industry. The right partner should provide case studies and references that showcase their ability to meet your specific objectives.

Call Center 67

Call Center outsourcing Business Process Outsourcing Average Handle Time 67

Education Services Group

SEPTEMBER 29, 2020

Case studies. Without the involvement of Customer Success, sales will likely be resorting to the same select few case studies you’ve been using for years. It’s worth noting that case studies will often highlight new use cases for your product or service that you may not have otherwise known.

Sales 52

Sales Benchmark B2B SaaS 52

aircall

MARCH 27, 2017

These milestones might look like a variation of the following: The x-axis of the customer journey map represents the benchmarks the customer successively reaches. This journey begins right before a prospective customer becomes aware of your brand and goes beyond the point of purchase.

Journey mapping 82

Journey mapping Accountability Customer retention Morale 82

Fonolo

APRIL 17, 2019

This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings. We talk about: How you can save 40% on customer service costs. Successful case studies. VPs & Directors of Customer Service.

Airlines 78

Airlines Transportation Contact Center Self service 78

Infinity

JULY 19, 2018

According to Dimension Data’s latest Global Customer Experience Benchmarking Report, 81% of companies see customer experience as a differentiating competitive factor. Get it wrong and it could be disastrous for your brand in the long term, both in terms of wasted expenditure and customer retention.

Banking 45

Banking Benchmark Chatbots Customer retention 45

ChurnZero

JULY 9, 2020

Celebrate (and Capitalize) on Success With Case Studies. Case studies are a mutually beneficial way to promote your product and your customer among interested audiences – so long as your features know their place in the story. If they outshine your customer, you’ll lose the reader.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

ClearAction

OCTOBER 16, 2019

Shared passion for customer experience excellence is proven as the ideal rallying point for Marketing and Sales alignment. Strong customer experience performance in the post-purchase phases yields better customer references, case studies, and referrals. 1 2018 NPS® & CX Benchmarks Report , CustomerGauge.

Customer Experience 59

Customer Experience Customer centricity Marketing Customer retention 59

Balto

NOVEMBER 8, 2022

The formula only takes into account 4-star and 5-star responses, as these responses tend to reflect customer retention the most. On a side note, keep in mind that you must give your customers the freedom to opt-out or take part in the survey. Benchmark Your Metrics. 2022 Metric Benchmarks.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Netomi

AUGUST 10, 2022

In our customer case studies , we frequently talk about milestones such as our customers reaching deflection rates of X%, yet what do these terms really mean? As you progress with your conversational AI journey, which key customer experience metrics can you see improve with AI?

Metrics 59

Metrics Average Handle Time Airlines Chatbots 59

Talkdesk

JUNE 1, 2016

JOHN : Customer retention is important in itself, but it is also valuable because your customer base can lead to almost a second wave of acquisition. The later adopters want to see case studies and to see that it really works. They should set a benchmark and a timeline to achieve it.

Customer centricity 40

Customer centricity Marketing B2C Benchmark 40

Fonolo

MAY 3, 2023

Customers can only hear “… your call matters to us …” so many times before they lose patience and end the call. How Does Abandonment Rate Affect Customer Satisfaction? Benchmarks are important, but it’s much more important to understand what’s acceptable for your customers than to rely on industry averages.

Abandon rate 75

Abandon rate Contact Center Abandon Call Call Center 75

Education Services Group

FEBRUARY 25, 2019

As with any adoption metric, there’s no hard-and-fast answer for how often customers should be logging in. You’ll have to establish your own benchmarks, based on past users who renewed, and compare current users to those numbers. How Many Features Is The Customer Using? Read our case study right here.

Benchmark 40

Benchmark CRM Metrics Personalization 40

ClientSuccess

JULY 16, 2021

Measuring your customer’s willingness to participate in these types of advocacy activities is a great benchmark of partnership health and can be used to influence your Customer Health Score. . If you wait too long to act on these signals, you risk customers progressing down a negative path in the partnership.

Construction 52

Construction Metrics Customer retention Surveys 52

Comm100

OCTOBER 11, 2017

.” By switching to a jointly-owned social media customer service strategy, the company adopted a social media customer care model that fit its customers’ expectations and need for speed. Better Customer Retention. When your customers are satisfied, they’ll return to your company for more.

Customer Service 61

Customer Service Customer Care Morale Marketing 61

Education Services Group

FEBRUARY 26, 2019

As with any adoption metric, there’s no hard-and-fast answer for how often customers should be logging in. You’ll have to establish your own benchmarks, based on past users who renewed, and compare current users to those numbers. How Many Features is the Customer Using? Read our case study right here. -->.

Benchmark 40

Benchmark CRM Metrics Personalization 40

delighted

OCTOBER 18, 2019

The goal is to monitor how your customer base feels about your company over time as both your business and the market evolve. Insights gathered inform strategies that improve customer loyalty, and subsequently revenue through increased customer retention, reduced churn, and word of mouth. CSAT pros and cons.

Metrics 40

Metrics Surveys Benchmark Feedback 40

SmartKarrot

APRIL 23, 2020

There are various other names for customer success manager being used in the industry like Customer Success Engineer, Sales Manager, Customer Success Specialist, others. SaaS vendors faced a problem of customer churn and to retain customers this initiative of CSM took birth.

Management 10

Management Complaint resolution Customer retention Engineering 10

SmartKarrot

OCTOBER 12, 2022

When an account uses your product or service to achieve the desired result, this is referred to as client success or customer success. Additionally, it ensures a high customer retention rate , which raises your revenue. Business growth and customer satisfaction are closely related.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

SmartKarrot

OCTOBER 28, 2022

The next benchmark may be established in collaboration with the client. You may more effectively ensure customer success and higher revenue by reflecting on what is working and not. Improving Customer Retention. Key account managers’ top concern at night is undoubtedly customer retention.

Accountability 10

Accountability Management Upselling B2B 10

Cincom

MARCH 17, 2025

5- Value Proposition Beyond pricing, highlight key benefits such as ROI, quality, reliability, and include customer testimonials or case studies to reinforce your offers strengths. Simplifies pricing decisions by using market benchmarks. Pros: Appeals to various customer segments, increasing accessibility.

Sales 40

Sales CRM Finance Benchmark 40