Comm100

SEPTEMBER 10, 2020

To help you make the most of this channel, we have gathered these top best practices for effective email customer support, highlighting the most important concepts and explaining the key tools at your disposal. Use fast email times as an opportunity to set your team apart, and keep a competitive response metric top of mind.

Best practices 52

Best practices Customer Support Benchmark Metrics 52

Comm100

SEPTEMBER 10, 2020

To help you make the most of this channel, we have gathered these top best practices for effective email customer support, highlighting the most important concepts and explaining the key tools at your disposal. . Use fast email times as an opportunity to set your team apart, and keep a competitive response metric top of mind.

Best practices 52

Best practices Customer Support Benchmark Metrics 52

ClientSuccess

AUGUST 14, 2019

As you structure your CSM compensation plans, here are three best practices to keep in mind: 1. Make sure outside client metrics are clearly defined for all CSMs, if applicable. . Sometimes, CSM compensation plans involve account metrics that fall outside the typical revenue-generating numbers like renewal or expansion.

Best practices 40

Best practices Metrics Upselling SaaS 40

ClientSuccess

OCTOBER 17, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. We’ve compiled a list of 12 Customer Success Best Practices That Can Positively Impact Your Work as a CSM. How has it helped you? ”.

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics. Support Tickets.

SaaS 59

SaaS Metrics Accountability industry standards 59

ProProfs Blog

DECEMBER 27, 2020

To make sure your efforts are reaping benefits, track metrics such as number of new visitors, percentage of new visitors vs. overall visitors, and number of new direct visitors. To make sure your efforts are reflecting expected results, track metrics such as: New leads generated. Troubleshoot any confusions. Returning direct visitors.

Journey mapping 148

Journey mapping Education B2B Sales 148

ClientSuccess

DECEMBER 21, 2020

With ClientSuccess , customer success teams can confidently track valuable metrics and data while tracking customer touchpoints and communications. eBook: Customer Success Best Practices form 20+ Executives. Toolkit: Year-End Planning Toolkit.

Finance 93

Finance SaaS Best practices Accountability 93

ClientSuccess

MARCH 8, 2018

But be aware that although this data is a important, it’s not always the holy grail of metrics. Check out our resources below for more customer success best practices and insights for how your organization can can ensure your product and customer success teams are fully synced: eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Best practices 40

Best practices Feedback Upselling SaaS 40

Comm100

MAY 19, 2020

20, 2015, and as it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. See some of the best practices that you can emply when adding live chat to your sites. Note: This blog post was originally published on Jul. Expand Market Reach.

Best practices 111

Best practices Sales Analytics Benchmark 111

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

ClientSuccess

JANUARY 25, 2018

This series, now a community for frontline Customer Success Managers (CSMs) , discusses trends, best practices, and advice that can help the frontline. We’re lucky to have this week’s frontline CSM best practice come from Erica Newell – a CSM from the Trenches veteran – of Marketware. Company : Marketware. Key Takeaway.

Best practices 42

Best practices SaaS Coaching Sales 42

ClientSuccess

APRIL 27, 2017

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” Recorded Webinar: The Ultimate Guide for Customer Success SaaS Metrics.

Metrics 41

Metrics SaaS Best practices Accountability 41

ClientSuccess

FEBRUARY 23, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. 3 Customer Success Best Practices that Drive Powerful Customer Experiences. Guest Blog Posts : Have a frontline CSM best practice you’d like to share?

Best practices 46

Best practices Customer Experience SaaS Metrics 46

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. While CSAT is a transactional measure and NPS is a relationship metric, CES can be either. 2) Disagree. (3)

Metrics 48

Metrics Customer Service Airlines Contact Center 48

ClientSuccess

JUNE 27, 2018

eBooks: Ultimate Guide to SaaS Customer Success Metrics. The post 6 Customer Engagement Best Practices During the Summer “OOO” Season appeared first on ClientSuccess. Customer Success as a Culture: Customer Success Leaders Edition. Blog Posts: Customer Success in the C-Suite—Aligning the Board and Exec Team.

Best practices 40

Best practices Entertainment SaaS Surveys 40

Playvox

MAY 24, 2023

For just about any business or department, metrics are crucial to measuring performance. For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. Let’s break down these three key metrics.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

ClientSuccess

APRIL 6, 2021

Customer ‘success’ is measured by many different metrics. With so many metrics to track, it can be overwhelming to get a hard read on exactly where a customer is when it comes to sentiment. eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives.

Metrics 68

Metrics SaaS Accountability Best practices 68

ClientSuccess

FEBRUARY 22, 2023

This can involve training and education on effectively using the product or service, suggesting best practices, and providing guidance on optimizing the customer’s experience. Customer success managers work with customers to identify and help them achieve their goals.

First call resolution 70

First call resolution Best practices Upselling Education 70

ClientSuccess

JANUARY 10, 2020

Rely on metrics to gauge success. . Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 65

Best practices Metrics SaaS Feedback 65

ClientSuccess

JANUARY 3, 2023

Every business should have an understanding of customers’ needs that not only stays up-to-date with changing preferences but also goes beyond basic metrics such as loyalty and satisfaction. Asking the Right Questions Leads to Happier Customers. Asking the right questions is essential in gaining a comprehensive understanding of your customers.

Best practices 81

Best practices Consulting Consulting Metrics 81

ClientSuccess

JANUARY 11, 2023

Measure customer success metrics for meaningful insights. Companies with great customer success practices take this rule to heart in all aspects of their business, from how they interact with customers to how they design their processes and products. Learn more about building customer loyalty in this ebook.

Benchmark 80

Benchmark Upselling Education Best practices 80

ClientSuccess

JANUARY 10, 2020

Rely on metrics to gauge success. . Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 64

Best practices Metrics SaaS Feedback 64

ClientSuccess

DECEMBER 7, 2020

A customer success platform helps manage everything from engagement and adoption metrics to NPS and customer health scores. Tracking multiple metrics and KPIs in one place. In addition to providing a single source of truth for your organization, a customer success platform also helps streamline account metrics and KPIs.

SaaS 65

SaaS Metrics Accountability Best practices 65

ClientSuccess

JANUARY 30, 2023

This blog post will discuss three metrics to consider when evaluating your customer success team size. A best practice is to define each of the three factors in your organization clearly. Then, it’s time to start interviewing and budgeting for a new hire immediately – or have a few strong candidates in the pipeline.

Best practices 70

Best practices Accountability SaaS Enterprise 70

ClientSuccess

JULY 27, 2021

Today, many companies are entirely focused on delighting customers first and foremost, bringing c-level attention to operations, metrics, and outcomes. When your CEO has visibility into these key customer success metrics , the executive team can better forecast decisions and drive customer strategy.

SaaS 64

SaaS Metrics Best practices Feedback 64

Playvox

FEBRUARY 1, 2024

Best Practices For Best Results There’s no one-size-fits-all approach when it comes to how contact centers should approach customer sentiment analysis. Sentiment is a great metric to use as directional data to make people and process improvements that will help create stronger experiences.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

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

inmoment

JULY 16, 2019

Measuring customer experience (CX) has always been a numbers and metrics game. And while standard CX metrics like Net Promoter Score (NPS®), Customer Satisfaction (CSAT), and Customer Effort Score (CES) provide some insights into customer experience, they don’t tell the whole story. Customers are more than numbers.

Metrics 40

Metrics Customer Experience Feedback Customer effort 40

Clarabridge

AUGUST 26, 2015

We recently hosted webinars featuring GE and Verizon , with discussions about activating the voice of customer in the business in order to glean insights, including best practices for getting buy-in. Now, with Clarabridge, her team can back up their insights with hard numbers, statistics, and quantifiable metrics.

Education 70

Education Healthcare Best practices Engineering 70

ClientSuccess

NOVEMBER 2, 2020

As your team heads into 2021, staying on top of industry trends, innovations, and best practices will be key to maintaining the high level of customer service your accounts now expect while continuing to grow and expand your internal team’s development and education. Customer Success eBooks. More Toolkits!

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Research Stage. and satisfaction (Were there any immediate issues or complaints?).

Metrics 40

Metrics SaaS Sales Best practices 40

Playvox

FEBRUARY 13, 2024

Each group, or individual agent, may need a slightly different approach, but there are best practices for talent development initiatives that will deliver dependable benefits. An overall commitment to employee development is the best way to cultivate top talent and all its benefits. The gamification software Kahoot!

Contact Center 88

Contact Center Gamification Coaching Feedback 88

NobelBiz

JANUARY 30, 2024

The key to achieving this goal lies in implementing strategies and tools that mitigate Call Blocking In this article, we’ll explore what Call Blocking is and what factors lead to it, while offering Strategic Approaches and best practices to implement in your call center. Table of Contents What is Call Blocking?

Call Center 103

Call Center Interactive Voice Response Telecommunications Contact Center 103

Playvox

JANUARY 12, 2023

By tracking the right metrics and using smart technology, you can keep a close eye on your agents’ success and productivity — without becoming Big Brother in the process. Related Article: How to Manage a Remote Contact Center Now: 6 Best Practices. Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work.

Quality management 69

Quality management Coaching Contact Center Best practices 69

Help Scout

AUGUST 11, 2021

Ebooks around topics like compensation and management. Aggregated “toolkits” of paired blog posts, webinars, and ebooks. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks. In terms of audience, Gainsight’s blog is likely best suited to leaders in a director position or above.

Customer Service 82

Customer Service Coaching Education Best practices 82

ClientSuccess

DECEMBER 14, 2020

With so much competition, your team must be on the ball 100% of the time to ensure you’re delivering the best possible experience possible to customers. eBook: Customer Success Best Practices from 20+ Executives. How ClientSuccess makes the customer success process transparent. Ready to learn more?

Accountability 65

Accountability SaaS Best practices Metrics 65

Playvox

NOVEMBER 29, 2022

When you create the right policy, you’ll get call avoidance rates down — to the benefit of both your customer satisfaction metrics and your agents’ experiences. Tip: Best practice is to be able to remotely log the agent out of the queues as soon as possible so no further phone calls or other interactions occur.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77