ClientSuccess

JANUARY 11, 2023

Measure customer success metrics for meaningful insights. As it turns out, the Golden Rule is really the benchmark for success when it comes to customer service and support. Learn more about building customer loyalty in this ebook. Take a proactive approach to problem-solving before issues arise. Why Follow the Golden Rule?

Benchmark 80

Benchmark Upselling Education Best practices 80

inmoment

MAY 1, 2019

Three Ways to Find the Right Customer Experience Metrics for Your Business. The volume of CX data and metrics made available to brands is seemingly limitless. From NPS to OSAT and Customer Effort Score , effectively measuring customer experience boils down to focusing on the metrics that matter most to your business.

Metrics 40

Metrics Customer Experience Benchmark Customer effort 40

Brad Cleveland Blog

NOVEMBER 3, 2015

I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs). Download your copy here!

Contact Center 26

Contact Center Metrics Benchmark Call Center 26

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Comm100

MAY 19, 2020

To help you get a better understanding of how much customers appreciate access to live chat, consider the eDigital Customer Service Benchmark survey of 2000 consumers that found that live chat had the highest customer satisfaction levels at 73%, as compared to 61% for email support and only 44% for traditional phone support. Download Now.

Best practices 111

Best practices Sales Analytics Benchmark 111

SharpenCX

MARCH 24, 2020

But, we can’t know how we compare without some kind of standard — a grade scale, a rubric, a metric. Metrics in the workplace are incredibly helpful. Metrics motivate, create feedback channels, and provide employees with clarity in their work. Setting a Standard. Industry Standards: How do you Stack Up Against Your Peers?

industry standards 52

industry standards Metrics Call Center Wait times 52

Pointillist

JULY 25, 2018

Success Metrics for the Team. Ultimately, the biggest success metric for the Champion is to be able to show the Executive Sponsor and key Stakeholders that real business value has been gained through the use of customer journey analytics. Success Metrics for the Project. Success Metrics for the Business. Churn Rate.

Analytics 93

Analytics Government Metrics APIs 93

ClientSuccess

MAY 24, 2022

This all-encompassing customer success metric is probably foundational to your customer success strategy and your team’s decisions to ensure your customers are happy, well-managed, and growth-oriented. Sure, every customer success team worth its salt is measuring this metric, but do they really know if it’s any good or not? .’

Benchmark 52

Benchmark Metrics Surveys Management 52

NICE inContact

SEPTEMBER 25, 2019

We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics. The latest results and analysis can be found in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

Cloud contact 54

Cloud contact Contact Center Benchmark Call Center 54

Comm100

MAY 28, 2020

Here are a few things to look for when studying this metric: • How many chats are agents accepting as opposed to rejecting or passing to other agents? Typically, a 50% to 60% benchmark is good to aim for. Increasingly, FCR is being recognized as one of the most (if not the most) important metrics to watch in customer service.

Average Handle Time 52

Average Handle Time Management Benchmark Surveys 52

Brad Cleveland Blog

NOVEMBER 3, 2015

I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs). Download your copy here!

Contact Center 20

Contact Center Metrics Benchmark Call Center 20

Customer Relationship Metrics

MAY 17, 2017

Seeking your answers in benchmarking reports seems like an easy way to get some reassurance, but I warn you against it. is a question that is included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment. The entire call center industry is crippled by this problem.

Benchmark 85

Benchmark Call Center Coaching Feedback 85

Cincom

MARCH 6, 2025

Marketplaces & Third-Party Sellers: May introduce dynamic pricing based on demand fluctuations and competitor benchmarking. Businesses can monitor key metrics such as profit margins, discount trends, win/loss rates, and customer purchasing patterns. 4- Is it possible to track and analyze pricing performance using CPQ?

Automotive 40

Automotive Revenue potential CRM Sales 40

Comm100

APRIL 12, 2018

In order to provide high-level customer service while monitoring return on investment, companies need to use some metrics to measure success. The three metrics used for measuring customer experience are NPS, CSat, and CES; the latter measures customer effort and the rest are used to measure customer satisfaction. Negatives of CES.

Customer Experience 78

Customer Experience Surveys Feedback Metrics 78

Babelforce

JANUARY 19, 2021

There are two sides to the customer effort score metric: The advantages of Customer Effort Score. It’s difficult to benchmark CES because there’s no standard for it The isolated incident recorded is not a full representation of a customer’s satisfaction overall. The disadvantages of Customer Effort Score.

Customer effort 52

Customer effort Contact Center Self service Surveys 52

Playvox

AUGUST 11, 2022

Related Article: 8 Benchmarks To Improve Your Live Chat Metrics. Related eBook: The 2022 QM Success Blueprint: Improve & Monitor Your Contact Center Agents. It’s particularly important as your business grows, as large-scale inaccuracies in your chat analytics could lead to making business decisions based on wrong data.

Analytics 83

Analytics Customer Support Benchmark Accountability 83

ClientSuccess

NOVEMBER 15, 2017

For large enterprise or companies with a global reach, understanding the customer experience can take on a new life of its own—one that hinges fully on visible data and metrics across the entire customer journey. Every company is different, which is why the same metrics may not apply across an entire industry.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

ClientSuccess

JULY 12, 2017

What Types of SaaS Metrics Do VC Firms Look For? When asked what types of metrics VC firms look for when weighing new business, Stacey mentioned that most firms look for lifts in revenue, recurring revenue, and long-term renewal trends. What Are the Board Metrics for Customer Success? High customer churn.

SaaS 40

SaaS Metrics Benchmark Best practices 40

Babelforce

DECEMBER 2, 2021

Human-centered design, culture building, strategy setting and alignment, metrics, and Voice of the Customer (VoC) are great examples of CX sub-disciplines. Fixating on external benchmarks – It is only natural to feel a little competitive with rival brands. However, chasing CX metric scores of different companies is a dangerous game.

Customer Experience 52

Customer Experience Management Journey mapping Morale 52

ClientSuccess

JUNE 12, 2017

CSMs should track and learn what they can from every single customer journey and then work from best practices or benchmarks to optimize the customer journey for every individual and organization alike. Learn More About Customer Success Metrics. eBook: The Ultimate Guide to SaaS Customer Success Metrics. Deployment.

SaaS 46

SaaS Metrics Best practices Benchmark 46

ClientSuccess

JULY 31, 2019

Modern customer success teams must be able to visualize and aggregate the right metrics to calculate the overall health and standing of an account. Once a customer has already churned or decided not to renew a contract, these metrics become even more important. Step 2: Develop Clear Strategies.

Accountability 49

Accountability Metrics Benchmark Sales 49

ClientSuccess

APRIL 15, 2019

The ideal benchmark of the first time-to-value should be around 30 days, depending on your internal processes and procedures. Customer Success Blog: The Outcome Customer Journey: Defining Customer Handoffs, Success Metrics, and Outcome Between Departments. Customer Success eBooks: Ultimate Guide to SaaS Customer Success Metrics.

SaaS 50

SaaS Journey mapping Benchmark Sales 50

ClientSuccess

OCTOBER 24, 2017

Knowing your renewable book of business is critical because it is the benchmark you are working against for the next period. Here are other Customer Success Resources: Customer Success eBooks: Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics. The Benefit.

Upselling 40

Upselling Benchmark SaaS Metrics 40

ClientSuccess

DECEMBER 12, 2017

Reviewing an ended customer relationship is an opportunity to gather critical metrics and begin to set benchmarks. With all of the insights and metrics gathered after a customer churn, customer success leaders can actually measure certain strategies against success rates and determine what steps to take in nearly every situation.

Journey mapping 40

Journey mapping Best practices Benchmark Metrics 40

Comm100

SEPTEMBER 10, 2020

According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all! Use fast email times as an opportunity to set your team apart, and keep a competitive response metric top of mind. Recommended reading: Customer Service KPIs, Metrics and More: How to Build an Effective Reporting System.

Best practices 52

Best practices Customer Support Benchmark Metrics 52

Comm100

SEPTEMBER 10, 2020

According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all! Use fast email times as an opportunity to set your team apart, and keep a competitive response metric top of mind. Research shows that 91% of consumers use email daily. Tagging and filtering .

Best practices 52

Best practices Customer Support Benchmark Metrics 52

Netomi

SEPTEMBER 10, 2022

To review some of our own research on this topic, please check out any of our four eBooks on the topic of customer service: The State of Customer Service in 2022 Addressing The Top Customer Service Challenges in Retail with AI Righting the Ship Transforming Customer Service with AI. Satisfaction = Reality – Expectations.

Customer Service 52

Customer Service Chatbots Customer Support Enterprise 52

ThriveableBiz

FEBRUARY 27, 2022

THINK OF PEOPLE, NOT STATS It’s very easy to be immersed in data, if not overwhelmed, by an endless stream of metrics, KPIs etc. ENGAGE THE WHOLE BRAIN For good reason research is often a Left-Brain activity, tied-up in logic, metrics and facts. 10 minutes, is the benchmark we like to stick to. Ok, let’s move onto my second tip.

Surveys 52

Surveys Feedback Sales Benchmark 52

ClientSuccess

JULY 23, 2019

What are their metrics? How are they leveraging those metrics to make decisions and provide visibility internally? Quarterly strategy or business reviews allow us to present key KPIs, metrics, benchmarks, and recommendations to our customers. Ultimate Guide to SaaS Customer Success Metrics. Ask about their goals.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

Pointillist

JULY 25, 2018

Success Metrics for the Team Champion – It is important for the champion to understand thoroughly the value of customer journey analytics as an analytics platform and believe that the regular users have built proficiency to use the platform meaningfully on a regular basis. Pick a mix of financial, customer and operational metrics.

Analytics 43

Analytics Metrics Government Journey mapping 43

ClientSuccess

MARCH 7, 2017

Many ask her how they can build a staffing model if they don’t have solid metrics. Over time, she explained, benchmark data will be available and assumptions will be vetted and refined. Customer Success eBooks: 5 Ways to Surprise & Delight Your Customers. Don’t be intimidated and don’t get overly complicated.

Finance 40

Finance Benchmark SaaS Consulting 40

LiveChat

FEBRUARY 22, 2016

CRM, marketing automation and analytics tools, market benchmarks and reports , customer service software. TIP: Learn how to turn your data into satisfaction from our data-driven support management ebook. Knowing the metrics before and after taking any marketing automation actions is your duty as a responsible business leader.

Marketing 44

Marketing Real estate CRM Personalization 44

Comm100

NOVEMBER 8, 2017

A good benchmark to aim for is 50 or more words per minute. One of the most commonly evaluated metrics is an agent’s average handle time (AHT). Live chat agents should measure up, and be able to use good time management practices to achieve the average handle time benchmark that is set by your company. Manages Time Wisely.

Customer Service 60

Customer Service Average Handle Time Benchmark Personalization 60

SmartKarrot

FEBRUARY 21, 2023

With the rapid evolution of SaaS platforms, the existing benchmarks of success are being replaced with new ones that better reflect the intrinsic value of functions and businesses in the eyes of stakeholders and investors. Hope you enjoyed browsing this as much as we enjoyed putting it together.

Accountability 10

Accountability Management SaaS Finance 10

Playvox

JULY 14, 2023

It’s key to understand the complexities of these metrics to know if they are leading to improved satisfaction or if customers are left feeling rushed and problems are left unresolved. Look at schedule adherence and schedule compliance metrics. This is likely the area where you can make the most significant impact.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

SharpenCX

MARCH 5, 2020

You can narrow in on a specific agent’s metrics, tracking them through every touchpoint to get summed up insight about their experience. Get the ebook. Set benchmarks specific to business objectives. Use customer sentiment, AX and contact center metrics to better inform your decision-making. Keep the customer top of mind.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

Cincom

APRIL 21, 2025

This eBook illustrates how CPQ can entirely transform your sales process. Download eBook Now! No Clear Success Metrics Unclear goals and milestones are another big obstacle. Measuring the Success of Your Onboarding Program Key Metrics Track four key metrics: time to first sale, quota achievement, ramp time, and retention rate.

Sales 40

Sales CRM Morale Coaching 40