Beyond Philosophy

JUNE 14, 2016

This last statistic is particularly troubling since identifying churn factors is often a Rosetta Stone to drivers of customer risk. Further, it gives no guidance around customer life-cycle issues: targeted customer prospecting and acquisition, customer risk mitigation, and recovery of financially attractive former customers.

Metrics 150

Metrics Customer Experience Consulting Consulting 150

CX Accelerator

FEBRUARY 12, 2018

Inform customers on how you plan to use the feedback. Also, try using less traditional methods, such as a customer advocacy program or customer advisory board, for example, to elicit feedback. A version of this post originally appeared on M4 Communications blog. 4) Tell a complete story with your data.

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140

CSM Practice

FEBRUARY 24, 2020

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. You may wish to follow the links above to learn more about other Customer Success metric categories. Customer Success Team Performance Metrics You Should Monitor. 5. Advocacy Activity.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

Mindtouch

MAY 2, 2018

As the age of the customer continues to influence the shape and strategy of customer interactions, customer experience (CX) data such as Net Promoter Score (NPS ® ), Customer Effort Score (CES), and Customer Satisfaction (CSAT) inform strategic discussions across industries and verticals.

Customer Experience 59

Customer Experience Customer advocacy Customer effort Upselling 59

CSM Practice

FEBRUARY 24, 2020

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. You may wish to follow the links above to learn more about other Customer Success metric categories. Customer Success Team Performance Metrics You Should Monitor. 5. Advocacy Activity.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. You may wish to follow the links above to learn more about other Customer Success metric categories. Customer Success Team Performance Metrics You Should Monitor. 5. Advocacy Activity.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

teleopti

SEPTEMBER 18, 2019

Building an organization that is fuelled by customer service makes sound business sense. Having loyal customers who offer guaranteed revenue streams boosts profitability, maintains a positive corporate reputation and enhances customer advocacy. Move away from reactive cost-saving to proactive profit-making.

Management 57

Management Customer advocacy Employee engagement Contact Center 57