Toister Performance Solutions

APRIL 30, 2019

I recently hosted an "Ask Me Anything" webinar. The webinar wasn't recorded due to a technical issue. In other words, I didn't launch the webinar properly so the recording could be saved. Employees often think they're doing better than they really are because there's no benchmark for great work. Not at all!

Customer Service 61

Customer Service Advertising Feedback Surveys 61

VirtualPBX

JULY 9, 2020

“ 33 percent of buyers surveyed rated the option of live chat during the research stage of their buying journey as one of the top three requirements for a best-in-class supplier.” Make Webinars a Primary B2B Communications Channel. ” – On24’s 2019 Webinar Benchmark Report. The best part?

B2B 99

B2B Self service Best practices Virtual Agent 99

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. It’s the largest survey of private SaaS companies in the world with over 1,500 responses. How do you stack up against your peers?

Benchmark 52

Benchmark SaaS Metrics B2B 52

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

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And for even more key learnings, leverage our webinar replay.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

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

COPC

DECEMBER 1, 2016

This survey program is an extension of the Customer Experience Management Benchmark (CXMB) Series. Webinar on Tues., A webinar to discuss the survey findings will be hosted by Chad McDaniel, president of Execs In The Know, and joined by Judi Brenstein and Jim Von Seggern of COPC Inc. Register Now!

Multichannel 40

Multichannel Benchmark Surveys Customer Care 40

Talkdesk

DECEMBER 1, 2020

Feedback: How an organization delivers customer surveys, collects responses, and analyzes and implements changes based on results. Reporting & Analytics: How an organization analyzes real-time and historical data to drive decisions and generate better business outcomes.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

ChurnZero

AUGUST 14, 2020

NPS software is used to create, deploy, and manage NPS surveys. NPS surveys produce a score that is used as a customer satisfaction benchmark to measure your customers’ likelihood to recommend you to a friend or colleague. Deliver surveys through email or in-app messages to maximize engagement opportunities.

CRM 87

CRM Finance Upselling Accountability 87

ProProfs Blog

AUGUST 6, 2021

You can leverage automation techniques to create employee engagement surveys , forms , questionnaires , and take a deep dive into what makes your employees happy or unhappy at the workplace. Most of these tools come with the option to collect employee feedback via surveys or questionnaires. . Customizable Survey Templates.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

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]. The post Customer Experience Strategy: An Exclusive 3-Part Video Webinar Series appeared first on Customer Care Measurement & Consulting (CCMC).

Customer Experience 48

Customer Experience Complaint resolution Benchmark Metrics 48

Lumoa

JULY 6, 2023

Ability to edit Survey Campaigns Survey campaigns can now be edited. Upcoming webinars Using the science of happiness in CX – Using happiness as a competitive advantage Benchmarking Industry Standards – What does it mean to have a good score, relative to your peers?

APIs 15

APIs industry standards Surveys Benchmark 15

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And for even more key learnings, leverage our webinar replay.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

Solvvy

MARCH 8, 2022

In a recent webinar , Vanessa Van Arsdale and Aly Klidies talk with Solvvy’s Head of People, Abby Gates , to discuss employers’ biggest questions when it comes to the Great Resignation: Why are employees leaving? ” One effective initiative is distributing pulse surveys.

Benchmark 62

Benchmark Chatbots Surveys Feedback 62

Totango

AUGUST 23, 2022

Administering customer satisfaction surveys. As renewal approaches, a customer satisfaction survey may be emailed to the customer or solicited via in-app messages to assess a customer’s propensity to renew. Customer satisfaction surveys. Providing tutorial tips to answer customer questions and encourage greater product adoption.

B2B 122

B2B Journey mapping SaaS Upselling 122

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. Customer Success Around the Web.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

NobelBiz

OCTOBER 24, 2023

Post-interaction surveys to gather insights. This webinar episode (Transitioning from Voice-Only to an Omnichannel Contact Center) is dedicated to contact center decision-makers who are considering omnichannel technology. Encouraging post-call surveys to gather feedback. Self-service web portal for issue resolution.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

ChurnZero

SEPTEMBER 8, 2022

Companies can deliver training through courses, videos, webinars, instructor-led training (ILT) and increasingly, virtual instructor-led training (VILT). Another benefit of automated onboarding is that it can be delivered instantaneously, regardless of time zones or the availability of instructors.

Education 98

Education Benchmark Customer retention Metrics 98

ChurnZero

MARCH 18, 2022

If you missed the webinar, you can watch it on-demand. I would look at NPS in an annual NPS survey by buyer role. I could imagine doing a forecast off the surveys where you use the intent-to-renew survey to say, “We think your book of business at renewal is worth this, go beat that.” Q&A recap.

SaaS 98

SaaS Metrics Surveys Enterprise 98

ChurnZero

JANUARY 11, 2024

We’ve conducted an annual survey of customer success leaders for four consecutive years. We thought it would be useful to go back through all of the reports and curate a neatly organized list of statistics the survey has gleaned around the customer success budget. Survey data on 2021 customer success budgets Economic context: The U.S.

SaaS 52

SaaS Benchmark Surveys Finance 52

ChurnZero

NOVEMBER 20, 2020

During our webinar with G2, we shared how modern Customer Success teams maximize insights from customer reviews to drive recurring revenue, including how to: Know when a customer is most primed to leave a raving review – and how to perfectly time your ask. If you missed the webinar, you can watch in on-demand. Q&A Recap.

Finance 98

Finance Feedback Sales Accountability 98

ClientSuccess

MAY 24, 2022

Then, the answers to NPS survey questions are aggregated together to form the NPS score. First, you need to separate your NPS survey answers into three buckets: Promoters, Passives, and Detractors. While a perfect 100 is a nearly impossible score to achieve, there are some benchmarks your team can plan towards.

Benchmark 52

Benchmark Metrics Surveys Management 52

ChurnZero

MAY 22, 2020

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. . Offer them access to best practices from your knowledge base. Customer Success Around the Web.

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

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Also, a quick survey at the end of the call to listen to your customers can be useful. Customer Service benchmarks show the importance of a great procedure! Free your Phone!

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

Pointillist

NOVEMBER 11, 2019

You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. Source: Call Centre Helper webinar: Improving First Contact Resolution At first glance, it seems that a system-based approach would produce accurate results. What is First Call Resolution?

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

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

ChurnZero

SEPTEMBER 29, 2023

Industry and product benchmark achievements: Customers want to know what other customers who share the same attributes are doing and how they stack up against them. Praise customers whenever they reach or exceed a benchmark set by the broader industry or relevant customer cohorts within your company.

Benchmark 52

Benchmark Feedback Surveys Best practices 52

Solvvy

AUGUST 31, 2022

Make a strategy for measuring customer satisfaction based on CSAT surveys and monitoring your score as part of your customer experience program. Optimizing CX and customer satisfaction can help build a business; a PwC survey found that 73% of consumers say experience is a primary factor in purchasing decisions. What is CES?

Surveys 62

Surveys Benchmark Feedback Customer Support 62

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. A [Bora]: Some of the easiest automations we have built-in are follow-ups to customer satisfaction surveys like NPS, CES, and CSAT. Q&A Recap.

Benchmark 59

Benchmark Metrics CRM B2B 59

Eptica

NOVEMBER 16, 2017

Being an annual survey, there is also trend data that, for instance, shows channel competence over time within a sector. For instance in the 2017 survey, although 49% of brands advertised chat, just 22% had it working when tested. Click here to register for the webinar.

Benchmark 55

Benchmark Multichannel Best practices Advertising 55

ChurnZero

MAY 8, 2020

To explain why Customer Success should be deemed essential, we hosted a webinar with Executive Director Mikael Blasidell from the Customer Success Association and Customer Success Consultant Ed Powers from Service Excellence Partners. If you missed the webinar, you can watch it on-demand. Q&A Recap. are built into this model.

Benchmark 59

Benchmark SaaS Consulting Consulting 59

CSM Practice

NOVEMBER 4, 2019

Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. Some of the questions asked in the survey were similar to the core TSIA benchmark. As SaaS companies mature, they are presented with bigger challenges that are associated with scaling.

Benchmark 45

Benchmark Journey mapping SaaS Analytics 45

ChurnZero

JULY 9, 2020

We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. 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. Did they complete the intended task, or even attempt to?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Kayako

JULY 27, 2017

Do you get an increase in volume when a webinar is broadcast? After you have conducted an NPS survey, you can do a deeper dive with follow-up surveys or additional questions. So, if you would like to determine exactly how a specific product change impacted your customers, use a well-targeted NPS survey. Every week?

Metrics 80

Metrics SaaS Surveys Enterprise 80

ChurnZero

MARCH 22, 2019

This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

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