ShepHyken

NOVEMBER 13, 2017

CRM Buyer) Getting customers — and keeping them — is the name of the game in e-commerce. Here is SuperOffice’s annual benchmark report, filled with great stats, facts and suggestions to deliver a better customer service experience. To stay successful, we must change the way we’ve always done business.

Customer Service 37

Customer Service Chatbots Customer centricity Benchmark 37

Amity

NOVEMBER 21, 2016

Customer benchmarking — the practice of identifying where a customer can improve or is already doing well by comparing to other customers – helps Customer Success Managers to deliver unique value to their customers. I’ve found that SaaS vendors use seven distinct strategies to empower CSMs with customer benchmarking.

Benchmark 59

Benchmark SaaS Best practices Metrics 59

Balto

JANUARY 28, 2025

The right AI partner ties everything back to business impact : Faster handle times Higher conversion rates Reduced onboarding time Improved compliance If a vendor cant provide clear benchmarks or case studies showing how they drive these metrics, walk away. What to ask your vendor: What KPIs have you improved for similar companies?

CRM 52

CRM Benchmark Feedback Metrics 52

Callminer

JUNE 9, 2020

Ultimately, AHT is not a success metric – rushing agents to close tickets, rather than resolve issues, would hasten your AHT but would not make for happy customers – but it is an important metric for calculating call center levels, assessing efficiency for the call center overall or for specific agents, and establishing performance benchmarks.

Average Handle Time 182

Average Handle Time Best practices Call Center Coaching 182

Calltools

AUGUST 19, 2020

This data allows them to bolster those areas to meet or even surpass industry standard call center KPI benchmarks, which is essential for your brand’s reputation. Wait time should be one of your most important call center KPI benchmarks. That is why you need advanced CRM software.

Benchmark 52

Benchmark Call Center Abandon rate Interactive Voice Response 52

Cincom

FEBRUARY 14, 2025

It demands a well-defined framework that integrates automation, pricing governance, and seamless CRM and ERP connectivityall of which are essential for driving predictable revenue and operational efficiency. However, simply deploying CPQ is not enough. Maximizing CPQs potential requires more than technology.

Best practices 40

Best practices Sales CRM Finance 40

Comm100

AUGUST 31, 2021

To truly provide effective support via live chat, teams must look to benchmark data to understand how well they are performing, and where they can improve. Thankfully, with Comm100’s 2021 Live Chat Benchmark Report, analyzing 66 million live chats that passed through the Comm100 Platform in 2020, we can see: The key live chat benchmarks.

Benchmark 52

Benchmark Wait times Chatbots Customer centricity 52

Peter Lavers

JUNE 29, 2017

the CRM system, digital channels, marketing, culture, sales-through-service, ease of doing business, etc.) You also won’t lose what is perhaps the most important benchmark – where you scored last time and how much improvement you’ve made. in isolation – or dislocation – from the rest of the CM business system.

Management 79

Management Benchmark B2C B2B 79

Interaction Metrics

JANUARY 31, 2025

They provide customized reporting and analysis, survey deployment via email, SMS, and phone, and national benchmarking to compare against competitors. Amplitude specializes in various survey types, including internal customer satisfaction surveys, CRM surveys, member satisfaction surveys, and more.

Surveys 62

Surveys Metrics Benchmark Consulting 62

Babelforce

AUGUST 13, 2020

CRM strategy extracts incredible value from data you already have The contact center isn’t always where CRM strategy is born – even though they do manage most customer relationships! What is CRM? CRM stands for Customer Relationship Management. CRM is a piece of software that aids that strategy. Post summary.

CRM 52

CRM Contact Center Upselling Customer retention 52

NobelBiz

FEBRUARY 14, 2023

Customer Relationship Management (CRM) is a strategy businesses use to manage interactions with existing and potential customers. CRM aims to improve customer satisfaction and loyalty and, ultimately, increase revenue. This information is a cornerstone to personalize interactions and improve the customer experience.

CRM 52

CRM Contact Center Metrics Benchmark 52

aircall

AUGUST 14, 2022

According to our recent Customer Service Quality Benchmark Report , in partnership with Klaus, 48% of businesses said maintaining quality was a challenge to their growth. . When deciding on how to scale customer support , you must define your own benchmarks to hit. Choose a voice solution that integrates with your CRM.

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

CSM Magazine

NOVEMBER 21, 2024

Everest Group’s PEAK Matrix is a renowned industry benchmark that assesses service providers based on their market impact, vision, and capability. Leveraging next-gen digital technology, the Company’s TTEC Digital business designs, builds, and operates omnichannel contact center technology, CRM, AI and analytics solutions.

Enterprise 52

Enterprise Benchmark Customer centricity Analytics 52

Spearline

JANUARY 6, 2022

In fact, estimates indicate that 57% have already migrated their CRM systems to the cloud, or are in process of doing so today. Quality levels before a migration can be used as a benchmark to gain full visibility of the impact of infrastructure changes. Call center cloud migration features in many 2022 business plans.

Call flow 122

Call flow Contact Center Benchmark contact center solutions 122

Callminer

APRIL 26, 2017

First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). Definition of First Call Resolution. The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call , with no follow-up required.

First call resolution 140

First call resolution Best practices Contact Center Analytics 140

ProProfs Blog

MARCH 27, 2019

Many brands have set a trend in terms of customer support and become the benchmark. It would also collect the claim information and store this in the CRM or another enterprise system against the customer’s record, starting the actual claims process within the Virtual Assistant.

Customer Support 163

Customer Support Chatbots Customer centricity Enterprise 163

ClientSuccess

SEPTEMBER 28, 2020

Some executive teams may want customer success to fall in line with a sales team and use their CRM solution instead of looking for one built specifically for customer success itself. At the same time, CSMs can set up alerts and benchmarks that can identify accounts that may be at risk of churning.

SaaS 105

SaaS industry standards Benchmark Accountability 105

Hodusoft

OCTOBER 23, 2024

Importance of Measuring NPS for BPO Contact Centers How to Benchmark NPS Tips to Conduct the NPS Survey What is Net Promoter Score (NPS)? Set a Quantifiable Benchmark By calculating NPS, organizations can set a quantifiable benchmark. In purely technical terms, Net Promoter Score is a metric to compute customer loyalty.

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

Cincom

MARCH 20, 2025

Sales reps often juggle spreadsheets, CRM data, and pricing rules, increasing the risk of discrepancies. Sales teams often work across multiple platforms CRM for customer data, ERP for inventory and pricing, and separate tools for document creation. Because the first quote a prospect receives often becomes the benchmark.

Sales 40

Sales Benchmark CRM Construction 40

ProProfs Blog

DECEMBER 21, 2020

Reducing customer churn is impossible if you don’t have access to the right insights to analyze and use as a benchmark. You can use a CRM tool to help you get answers for these questions easily. What’s more, you can integrate a live chat software such as ProProfs with your favorite CRM tool to capture data more accurately.

Surveys 148

Surveys Benchmark Feedback Sales 148

Interaction Metrics

FEBRUARY 20, 2025

We also benchmark your NPS against industry standards, providing critical insights that show where you stand compared to competitors. A robust CRM system or AI-driven support tools can streamline interactions and improve resolution times. Research industry benchmarks. Then, use the benchmarking data to set realistic goals.

Surveys 62

Surveys Benchmark Feedback Metrics 62

AWS Machine Learning

JULY 24, 2024

It provides customer relationship management (CRM) software and applications focused on sales, customer service, marketing automation, ecommerce, analytics, and application development. Salesforce Apex is a certified framework for building SaaS apps on top of Salesforce’s CRM functionality.

Engineering 122

Engineering CRM SaaS Sales 122

Peter Lavers

FEBRUARY 20, 2019

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Its data is © Dimension Data, 2019 Global Customer Experience Benchmarking Report, but the observations and conclusions are my own. Dimension Data recently released their latest Customer Experience report.

Chief Customer Officer 100

Chief Customer Officer Benchmark B2B Analytics 100

CSM Magazine

FEBRUARY 19, 2025

Many modern restaurants are now integrating AI-powered CRM (Customer Relationship Management) systems that track customer preferences, dietary restrictions, and past orders. Competitor Benchmarking: AI tools can compare a restaurants reviews with those of competitors, helping businesses identify their strengths and weaknesses.

Customer Experience 52

Customer Experience Chatbots Wait times Feedback 52

Cincom

MARCH 6, 2025

Marketplaces & Third-Party Sellers: May introduce dynamic pricing based on demand fluctuations and competitor benchmarking. By automating pricing rules and integrating with ERP, CRM, and e-commerce platforms, businesses can maintain control and transparency while optimizing revenue potential.

Automotive 40

Automotive Revenue potential CRM Sales 40

Taylor Reach Group

SEPTEMBER 29, 2020

Besides the alphabet soup of acronyms – WFM, CRM, LMS, to name a few – there are also myriad ways to mix and match platforms. Customer Relationship Management (CRM). There are a few things to keep in mind when discussing a Customer Relationship Management (CRM) solution for a contact center. Learning Management System (LMS).

Contact Center 85

Contact Center CRM Quality management Analytics 85

Expivia

SEPTEMBER 2, 2021

Your Automatic Call Distributor (ACD) or Customer Relationship Management (CRM) system can compile these reports for you from the data they store. Benchmark key statistics : You can look at information. Instead make sure to also keep benchmarks for your reports. However, it won’t mean much without context.

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96

IdeasUnlimited

AUGUST 21, 2024

State-of-the-art tools such as AI-driven analytics, cloud-based platforms, and integrated CRM systems enhance service delivery by providing agents with real-time information and support. As a result, businesses will see improvements in service speed and accuracy, setting new benchmarks for the industry.

industry standards 98

industry standards Call Center Best practices Benchmark 98

JustCall

MARCH 10, 2023

There’s no denying the fact that Customer Relationship Management (CRM) software is one of the key money-makers among the various business tools. In fact, every $1 invested in a CRM earns an impressive return of $8.71! However, such results are only possible if you can realize its true potential by leveraging CRM workflows.

CRM 40

CRM Contact Center Education Accountability 40

Peter Lavers

JANUARY 30, 2019

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. The data is © Dimension Data, 2019 Global Customer Experience Benchmarking Report, but the observations and conclusions are my own.

B2B 100

B2B Chief Customer Officer Benchmark Analytics 100

Cincom

MARCH 20, 2025

4- Improving Deal Closure Rates with Real-Time Insights CPQ provides real-time analytics on customer preferences, pricing trends, and competitor benchmarks. Identify critical business challenges and ensure that the CPQ solution aligns with your eCommerce platform , ERP, and CRM. Shopify, Magento, Salesforce Commerce Cloud).

B2B 40

B2B Sales CRM Finance 40

ProProfs Blog

SEPTEMBER 24, 2020

Save leads on the preferred CRM platform. One of the most effective ways to collect customer feedback is through the Net Promoter Score (NPS) , which is considered the benchmark for customer satisfaction. Set individual customer representative greetings. Make announcements. Keep track of users on crucial web pages.

Feedback 141

Feedback Surveys Analytics Customer Support 141

HGS

APRIL 24, 2018

The start, stop, and continue strategy means that customers can start an inquiry in chat or an IVR, for example, but if they call back again the next day and talk to a live agent or engage through a different channel, their information is still available in the CRM.

Customer Service 100

Customer Service Average Handle Time Self service Benchmark 100

aircall

OCTOBER 11, 2022

Log the activity in your CRM. Log the activity in your CRM and move onto the next prospect. The path to sales can involve “won’t do” tasks like CRM admin that some salespeople shy away from. Now imagine you’re a sales exec about to pick up the phone for two hours of intensive prospecting. Leave a voicemail. Email the prospect.

Customer centricity 118

Customer centricity CRM Sales Analytics 118

Quality Contact Solutions

OCTOBER 25, 2021

By Marcia Jenkins, Senior Operations Manager According to the 2021 Membership Marketing Benchmark report, it has been a challenging year for association membership. A CRM and dialer are the minimum tools needed to run a telemarketing campaign for associations effectively. To read more about training for associations, click here.

Telemarketing 98

Telemarketing Scripts Benchmark Upselling 98

ChurnZero

OCTOBER 15, 2021

The existence of this benchmark shows how far CS has come, but there’s still further to go. Why NRR benchmarks are dangerous. Find similar, like-minded companies to benchmark yourself against, and be ready to hold your ground. “I Be prepared to be benchmarked. Be prepared to negotiate that benchmark.

Benchmark 97

Benchmark Metrics Chief Customer Officer SaaS 97

Win the Customer

MARCH 7, 2016

When I started to benchmark hosting sites, I felt lost. Gone are the days without CRM systems, automated emails, SMS campaigns, social media campaigns, surveys, in brief all of those means that allow us to reach many people in a click. Not so long ago, I was a complete rookie to the blogging world. But I had no choice.

Customer Experience 95

Customer Experience Benchmark Surveys CRM 95