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). Agent adoption metrics. Others require third-party tools. Ticket deflection. Article linking, creation, reuse, and quality.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. But there are general metrics of success around the work that they’re doing. Swati: What kind of CX metrics do organizations employ to measure success? Annette: It’s a mixed bag.

Journey mapping 40

Journey mapping Customer Experience Chief Customer Officer Metrics 40

Kayako

OCTOBER 23, 2017

For a customer feedback project to begin, get a team’s attention, and close the loop across the business, these are the three areas you must focus on: Assign (or claim) accountability and choose the metrics to track. Close the loop with the customer. Assign accountability for a customer feedback loop.

Accountability 54

Accountability Feedback Chief Customer Officer Metrics 54

Squelch

JULY 23, 2019

Unfortunately, quarterly metrics don’t really help in providing a long view of what the customer needs. Companies that truly understand customer success, however, always keep the customer’s needs in mind and formulate a customer experience strategy for the long haul. What do I mean by that?

SaaS 53

SaaS Customer centricity Chief Customer Officer Sales 53

ChurnZero

MARCH 28, 2023

How to measure customer engagement A straightforward way to gain insight and measure customer engagement is to simply ask customers for feedback. There are three standardized survey methodologies for this purpose: Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

Squelch

JULY 23, 2019

Unfortunately, quarterly metrics don’t really help in providing a long view of what the customer needs. Companies that truly understand customer success, however, always keep the customer’s needs in mind and formulate a customer experience strategy for the long haul. What do I mean by that?

SaaS 40

SaaS Customer centricity Chief Customer Officer Sales 40

Vistio

JANUARY 13, 2022

You have a unique view on contact center metrics. Can you delve into what contact center metrics you think organizations should be focusing on and maybe the ones that they’re focusing on that aren’t the correct ones? Yeah, I mean, it’s hard to say that a metric is wrong. What did that do for our customers?

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

You have a unique view on contact center metrics. Can you delve into what contact center metrics you think organizations should be focusing on and maybe the ones that they’re focusing on that aren’t the correct ones? Yeah, I mean, it’s hard to say that a metric is wrong. What did that do for our customers?

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

SmartKarrot

APRIL 21, 2022

The entire C-suite is responsible for the customer. The C-suite needs to exude customer centricity with the CEO at the helm of affairs. CCO (Chief Customer Officer) – Leading the customer grievances to the top management. The CCO defines customer value and helps focus decisions in a customer perspective.

Customer centricity 10

Customer centricity Chief Customer Officer SaaS B2B 10

SmartKarrot

APRIL 21, 2022

The entire C-suite is responsible for the customer. The C-suite needs to exude customer centricity with the CEO at the helm of affairs. CCO (Chief Customer Officer) – Leading the customer grievances to the top management. The CCO defines customer value and helps focus decisions in a customer perspective.

Customer centricity 10

Customer centricity Chief Customer Officer SaaS B2B 10