CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Magazine

MARCH 5, 2024

Enhanced self-management: the patient mobile app can help patients track their symptoms, adherence to treatment, and other health metrics. They can also provide educational resources and personalized guidance to help patients manage chronic conditions. Let’s take a close look at building a custom patient engagement app.

Healthcare 52

Healthcare Education Gamification Consulting 52

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

COPC

SEPTEMBER 21, 2023

Statistics heavily influences our field, yet we often neglect to educate our staff on effectively navigating the wealth of information available to them. CSAT is a sampled metric, meaning we get surveys for some interactions but not all. Or they can be other metrics that are not sampled.

Coaching 90

Coaching Contact Center Surveys Metrics 90

ChurnZero

JANUARY 25, 2024

KPIs now include not just customer satisfaction scores but also revenue-related metrics like renewal rates, upsell and cross sell targets, and customer lifetime value. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

Education 52

Education Upselling Consulting Consulting 52

ChurnZero

OCTOBER 5, 2022

This is a guest blog contributed by Emily Ryan, chief client officer at Valuize , a B2B consulting company that helps industry-leading technology organizations supercharge their customer lifecycle to drive best-in-class net dollar retention. To create an actionable scorecard, you need to collect the most relevant metrics.

Metrics 94

Metrics B2B Education Accountability 94

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

SaaS 98

SaaS Best practices Gamification Feedback 98

Global Response

FEBRUARY 26, 2024

Health information and education : Clinically-trained agents can support patients with medical information and tips. Medical call centers support telehealth services by monitoring patient health data remotely, facilitating virtual consultations, and ensuring continuous care for chronic conditions. Ready to perfect your CX?

Best practices 62

Best practices Call Center Healthcare Education 62

NobelBiz

NOVEMBER 13, 2023

Comprehensive CX Metrics That Matter Net Promoter Score (NPS) The Net Promoter Score (NPS) is an inbound Key Performance Indicator that assesses your customer happiness. Identify which metric is needed to measure success, identify the sources from which the information will come, and define the goal of the strategy. Monitoring calls.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Connecting the Dots

SEPTEMBER 7, 2020

Many consulting and training organizations point directly to employee attitudes and behaviors as the cause of more than two thirds of customer attrition. The employee service delivery survey. The survey covers all employee interactions for clearly defined job responsibilities and goals. Metrics to enhance success and prevention.

Surveys 62

Surveys Education Calibration Contact Center 62

Nicereply

OCTOBER 19, 2022

Sometimes it happens, that the chemistry between the potential customer and the sales consultant isn’t there, and other times we also make mistakes in handling the customer’s objections (price negotiation, trade-in car price, finance, insurance, service agreement, tires, etc.).

Consulting 52

Consulting Consulting Finance Customer centricity 52

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 62

Customer Experience Complaint resolution Benchmark Metrics 62

Transparent BPO

AUGUST 5, 2019

” The metrics supported his assertion: Industry-wide, 44 percent of customers do not trust health insurance companies; Blue Cross NC’s NPS was far behind the 30+ seen by health insurance experience leaders; FCR was in the bottom 25 percent of health insurance companies.

Contact Center 94

Contact Center Education outsourcing Customer centricity 94

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. This feedback is the formal feedback gathered via surveys. Surveys may be collected in several ways, and they may measure different things.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SmartKarrot

NOVEMBER 2, 2020

Customer success consultants are an experienced and established party with a primary objective to serve the customer success niche. The members of the customer success consultation zero in on developing a strong foundation for the domain to dwell and accelerate. Glide Consulting Mikael Blaisdell and Associates, Inc. Infinipoint.

Consulting 10

Consulting Consulting Coaching SaaS 10

Balto

JUNE 23, 2022

We surveyed 567 agents across the United States. Figure 1: Geographic Distribution of Survey Participants. Figure 2: Age Distribution of Survey Participants. The most represented industries in our survey were Retail (17.5%), Financial and Professional Services (16.2%), and Healthcare (12.2%). In terms of education, 37.2%

Scripts 52

Scripts Coaching Contact Center Surveys 52

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. The role of a call center manager is complex and challenging. Embrace failure.

Call Center 182

Call Center Management Scripts Coaching 182

Connecting the Dots

SEPTEMBER 9, 2019

Many consulting and training organizations point directly to employee attitudes and behaviors as the cause of more than two thirds of customer attrition. The employee service delivery survey. The survey covers all employee interactions for clearly defined job responsibilities and goals. Metrics to enhance success and prevention.

Surveys 48

Surveys Education Calibration Contact Center 48

JustCall

APRIL 5, 2023

This includes collating information from surveys, marketing initiatives, and/or team interactions, etc. Another survey by Zendesk claims that 69% of consumers first try to resolve their issue independently. out of 5. However, less than one-third of companies offer self-service options such as a knowledge base. out of 5 stars.

Management 52

Management CRM Customer retention Analytics 52

Transparent BPO

NOVEMBER 18, 2019

Train for Behaviors, Not Just Metrics. Training leaders in the “mechanics” of the daily checklist is important, but educating them on how to develop each individual on the team to reach their full potential, is where the real rewards come in. You can schedule a consultation or call us at 800-276-5140. Free guide shows you how.

Contact Center 69

Contact Center Metrics Best practices Consulting 69

Horizon CX

MARCH 10, 2023

Many articles, blogs, consulting hours, and attention have been invested with this in mind. A permanent autonomous CX department often gets tasked with enterprise-wide metrics such as NPS yet no supervisory oversight, which sets up tension and conflict. Education on technology and Pelco products was free to all customers.

Education 52

Education Finance Accountability Coaching 52

360Connext

OCTOBER 2, 2018

Maybe you’re a survey pro or a journey mapping guide, but only when your regular duties allow. This role fits if you feel you’re on your own, trying to educate the masses about the gaps in your customer experience and how to fill them. appeared first on Customer Experience Consulting. Decide what type of leader you want to be!

Customer Experience 114

Customer Experience Journey mapping Education Feedback 114

Callminer

FEBRUARY 21, 2018

One common mistake I see from call centers that I have consulted with over the last year is…”. But in many cases, integration is flimsy at best because the product – while claiming to integrate fully – requires hours of additional support, e.g. manual data uploads or advice from a consultant. Mihai Corbuleac. csITsupport. Scott Sachs.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

3CLogic

MAY 31, 2024

Per a recent McKinsey survey, 61% of care leaders report call volumes have increased since the pandemic, and 58% believe they will continue to do so. For example, it doesn’t have the same ability to make an educated exception to resolve an issue as might a live agent today. How much data should self-service have access to?

Self service 59

Self service Enterprise Wait times Abandon rate 59

Totango

AUGUST 18, 2022

Educating the customer on how your platform can support their business goals. Tracking this metric can help your customer success team identify when individual customers need help completing onboarding. Your checklist serves as a reference document that your customer success team and customers can consult.

Journey mapping 95

Journey mapping SaaS Upselling Enterprise 95

ClearAction

JANUARY 20, 2018

Four factors that survey participants say have contributed significantly to their MO success: Clarity and consistency across the organization—shared practices, a well-defined road map and enabling infrastructure, reinforced by clear and pervasive communications that keep everyone on the same page. Key Findings. Executive Buy-in and Advocacy.

Marketing 66

Marketing Best practices Benchmark Enterprise 66

CustomerSuccessBox

MAY 18, 2022

If you’ve wondered which company started a specialty consulting business operations focused on customer success, CSM practice might just be the market leader. It specializes in curating custom solutions by implementing an appropriate growth strategy focusing on customer success metrics. Insight Partners.

SaaS 52

SaaS Upselling Education Customer retention 52

Education Services Group

AUGUST 4, 2021

That’s exactly what Anita Toth helps her clients do as Chief Churn Crusher of her consulting agency. We wanted to learn how to see beyond surface-level metrics to uncover the real reasons your customers leave. Customer Success leaders usually reach out to me because churn or retention is a key metric that they need to focus on.

SaaS 52

SaaS Metrics Surveys Consulting 52

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. She also oversees onboarding and new hire training as well as ongoing education for the ChurnZero CS team. Episode highlights.

Metrics 98

Metrics SaaS Surveys Self service 98

Horizon CX

DECEMBER 31, 2018

This is good news for those of us among the CX consulting community and especially the CX provider community. It’s a metric—not a program— a topic that has been regurgitated and rehashed ad nauseum to the point where it has become so mundane that its value is being questioned and, in some cases, dismissed.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

Transparent BPO

AUGUST 20, 2019

The 2018 Customer Service Expectations Survey from Gladly, a customer service software provider, found that of nearly 1,000 consumers polled, 92 percent would stop purchasing from a company after three or fewer poor customer service experiences and 26 would stop after just one bad experience.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ProProfs Blog

JUNE 26, 2019

To make your survey design process easier, we have compiled a comprehensive survey question bank that covers the most basic questions to the most detailed ones across industries. Customer Survey Questions. Human Resource Survey Questions. Market Research Survey Questions. Education Survey Questions.

Surveys 112

Surveys Feedback Education Employee engagement 112

ijgolding

JANUARY 15, 2016

As a practitioner on the inside and a consultant on the outside – I, like my peers have fought very hard to get Customer Experience the recognition it needs….it Metrics, Measurement and ROI. If you have colleagues in the business who do not understand what CX is – you need to EDUCATE them. it deserves. that is right….professional

Customer Experience 56

Customer Experience Customer centricity Government Education 56