ClientSuccess

MAY 17, 2022

Whether you are brand new to the customer success scene or have been a customer success professional for years, one metric of success has been on your radar since day one: Net Promoter Score. Before we get into benchmarks, let’s take a step back and review what NPS entails. NPS benchmarks. So what does your NPS score mean?

Benchmark 52

Benchmark B2B SaaS Metrics 52

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? What is First Call Resolution?

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Kayako

JULY 27, 2017

And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. You can use these metrics to be a hero and champion to your cause for other teams. 5 Metrics that shape your SaaS customer support model. Every week?

Metrics 80

Metrics SaaS Surveys Enterprise 80

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. You can watch the webinar in full here, or scroll on to discover four essential insights from this year’s survey.

SaaS 52

SaaS Benchmark B2B Surveys 52

ChurnZero

JUNE 23, 2023

The reports benchmarks are segmented by annual contract value (ACV) and annual recurring revenue (ARR) for relevance. To break down the findings, we hosted a webinar with SaaS Capital Managing Director Rob Belcher and ChurnZero CEO You Mon Tsang. This metric arguably better illustrates churn among existing customers.

Benchmark 52

Benchmark Customer retention SaaS B2B 52

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 52

Benchmark SaaS Metrics B2B 52

NICE inContact

JANUARY 11, 2019

In a webinar , Lauren and I discussed the changes the current decade has brought to QM and what companies should do in terms of planning for 2020 QM challenges. Data from the recently published NICE inContact 2018 CX Transformation Benchmark Study offers up-to-the-minute insights. Change Brought by Omnichannel Interactions.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

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

ClientSuccess

SEPTEMBER 13, 2022

From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. This metric measures the time it takes for a new customer to complete the onboarding process. Toolkit: Customer Success Metrics Toolkit.

Benchmark 76

Benchmark Metrics Education Accountability 76

Connecting the Dots

APRIL 16, 2021

CCMC’s benchmarking of more than 120 companies found that when Quality, Service and Insights are closely aligned, customer satisfaction metrics increased at twice their prior annual rate. [1]. Quality and customer service have become closely allied under the umbrella of Customer Experience and Customer Experience Strategy.

Customer Experience 48

Customer Experience Complaint resolution Benchmark Metrics 48

ChurnZero

SEPTEMBER 8, 2022

Companies can deliver training through courses, videos, webinars, instructor-led training (ILT) and increasingly, virtual instructor-led training (VILT). Customers who engage with training demonstrate faster adoption, higher retention, and less churn, leading to better overall customer success metrics.

Education 98

Education Benchmark Customer retention Metrics 98

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 79

Self service Contact Center Benchmark Chatbots 79

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

COPC

MAY 31, 2022

has launched its Global Benchmarking Series (GBS). Each month, a data-rich report is released, followed by an interactive expert-led webinar to review the findings. The cohort established guidelines, best practices, metrics and requirements that became part of a collection of performance management frameworks.

Best practices 101

Best practices Customer Experience outsourcing Consulting 101

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar. What are your metrics?

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

ChurnZero

AUGUST 14, 2020

Know exactly how customers use (or don’t use) your product and analyze usage trends over time by capturing feature and page events as well as time-in-app metrics and online status monitoring at the contact and account level. Webinar Software. What is webinar software? Net Promoter Score ® (NPS) Software. What is NPS software?

CRM 87

CRM Finance Upselling Accountability 87

GetFeedback

DECEMBER 2, 2019

If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. Without tracking and understanding this important metric, it’s impossible to know if you are delivering the experience your customers are expecting from you. Benchmark your CSAT score against your industry. I’ve outlined an example here.

Benchmark 78

Benchmark Journey mapping Metrics Customer centricity 78

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Measure customer success metrics for meaningful insights. Take a proactive approach to problem-solving before issues arise. In fact, a lot.

Benchmark 80

Benchmark Upselling Education Best practices 80

Amity

APRIL 20, 2018

You need to focus on the key metrics that deserve to be expanded on and identify the ones to keep short and simple. A great way to get you started on the path of value-oriented QBRs is to discuss the original objectives by laying out the progress, sharing relevant benchmarks, and re-evaluate with the keyholders.

Benchmark 80

Benchmark Metrics Accountability 80

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 youre measuring what really matters. all the metrics your CEO and CFO care about) and set the context for their usage. all the metrics your CEO and CFO care about) and set the context for their usage.

SaaS 52

SaaS Metrics Surveys Enterprise 52

ChurnZero

MAY 7, 2021

During the webinar, we cover: How to assess where you fit within the stages of Customer Success maturity. If you missed the webinar, you can watch it on-demand. You’re short on benchmark one and benchmark three. I’d love to have a discussion with you on how we can get you exceeding those benchmarks.

Benchmark 59

Benchmark Metrics CRM B2B 59

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 Upselling 93

ChurnZero

MAY 26, 2020

In our latest webinar, ZoomInfo CEO Henry Schuck showed us how Customer Success organizations can effectively use data to drive retention in these five key areas: The Customer Journey – build connection and engagement points to move the customer forward in their lifecycle. If you missed the webinar, you can watch it on demand. .

Sales 64

Sales Marketing Customer Experience Accountability 64

ProProfs Blog

AUGUST 6, 2021

Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . Employee engagement software gives clear metrics on what is bringing down employee productivity. Modern employees today are looking beyond just a 9-to-5 job.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

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

ChurnZero

MAY 22, 2020

In ChurnZero, a Play automates messaging and tasks based on a user or account’s engagement metrics. After a day or two, email your customer and share progress benchmarks to illustrate the actions that your most successful customers have typically completed by this time or step. Webinar]: How to Streamline Onboarding to Reduce Churn.

Best practices 98

Best practices Accountability Benchmark Sales 98

Amity

FEBRUARY 2, 2016

• Webinars. In this webinar, Mitch Macfarlane, SVP of Customer Success at Instructure and Marc Maloy, EVP of Sales at Instructure discuss principles, trends, and real-life examples that will help you enable collaboration between your sales and customer success departments to build a strong customer culture.

SaaS 80

SaaS Education Customer retention Sales 80

ChurnZero

JULY 9, 2020

Spread Wisdom With Webinars. Webinars are often thought of for top-of-funnel lead generation and nurture, but they can be just as effective for customer marketing. For tactical-oriented webinars that show how to use functionality, measuring their impact is rather straightforward with product usage data.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

NICE inContact

OCTOBER 4, 2019

But it is not the end-all of customer service metrics. Many organizations take first response time as an isolated metric measured as a simple indicator or benchmark of customer service performance. Check out our webinar, Digital – First Customer Service: The Future is Here Today , to learn more.

Airlines 55

Airlines Benchmark Metrics CRM 55

Playvox

AUGUST 11, 2022

Related Article: 8 Benchmarks To Improve Your Live Chat Metrics. Related On-Demand Webinar: Ensuring Quality Among Your Agents: 5 Lessons for eLearning & Training. Poor Tag Coverage. All of this has an impact on your chat analytics and reporting. Cost Of Manual Chat Tagging.

Analytics 83

Analytics Customer Support Benchmark Accountability 83

ChurnZero

JULY 21, 2023

In our webinar, Scaling customer success Lynn shares how CS teams can scale their operations and outreach by implementing a digital strategy that uses automation and generative AI. Watch the webinar in full here, and scroll down to dig into Lynn’s answers to attendees’ top questions. They love to do customer marketing.

Enterprise 52

Enterprise Benchmark Accountability Marketing 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. Watch the webinar here. eBook: The Ultimate Guide to SaaS Customer Success Metrics.

SaaS 46

SaaS Metrics Best practices Benchmark 46

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

Customer Experience 78

Customer Experience Chatbots SaaS Analytics 78

CSM Practice

NOVEMBER 4, 2019

Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. It aimed at discovering operational metrics and useful practices that have increased customer success in the segment. NPS drops in the low touch segment.

Benchmark 45

Benchmark Journey mapping SaaS Analytics 45

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. Webinar: How to Handle Churn in Your Organization and Focus on Growth.

Accountability 49

Accountability Metrics Benchmark Sales 49