ChurnZero

MAY 29, 2020

NRR provides the truest assessment of success with our customers. You want to retain your customers, of course. Definition: Net Promoter Score® (NPS) is a customer satisfaction benchmark that measures how likely your customers are to recommend you to a friend or colleague.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

Lumoa

APRIL 24, 2018

As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. I would NEVER rely on NPS as the only measurement of customer perception." Sue Duris Customer Experience and Digital Marketing Consultant.

Consulting 126

Consulting Consulting Metrics Feedback 126

Mindtouch

AUGUST 21, 2019

Typically, contact center leadership is focused on how knowledge management can help impact call center KPIs such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT). Of course, there is one more “stakeholder” that ought to be in the room for any conversation about knowledge management: the customer.

Management 88

Management Self service Chief Customer Officer Chatbots 88

ChurnZero

JUNE 17, 2022

But some of the most common metrics you want to track include CSM engagement (meetings, emails), support tickets (volume, frequency, topics), and resources (engagement with help guides, courses, videos, etc.). The customer’s perception of success is everything. Is this dashboard for a specific customer? Let’s set that threshold.

Metrics 98

Metrics SaaS Surveys Self service 98

Squelch

JULY 23, 2019

In a subscription business, companies must also provide a good customer experience and proactively retain customers at least long enough to recover the cost of acquiring them. They don’t collect customer feedback. They don’t implement NPS, customer satisfaction, or customer effort metrics.

SaaS 53

SaaS Customer centricity Chief Customer Officer Sales 53

Kayako

OCTOBER 23, 2017

I remember protesting strongly: sales are selling to the wrong people, the product has missing features, marketing isn’t giving us customer success content! Sunan Spriggs, the Chief Customer Officer, calmly replied, “Exactly. of customers who give praise after feedback is implemented. $

Accountability 54

Accountability Feedback Chief Customer Officer Metrics 54

Squelch

JULY 23, 2019

In a subscription business, companies must also provide a good customer experience and proactively retain customers at least long enough to recover the cost of acquiring them. They don’t collect customer feedback. They don’t implement NPS, customer satisfaction, or customer effort metrics.

SaaS 40

SaaS Customer centricity Chief Customer Officer Sales 40