Education Services Group

SEPTEMBER 4, 2018

Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. If usage is low, odds are that your customer sees little if any value in your solution. Your Customer Retention Strategy Relies on CSMs!

Customer retention 49

Customer retention Management Analytics Metrics 49

CSM Magazine

MAY 19, 2023

Customer Experience Engineering (CXE) is a growing field that focuses on designing, managing, and improving the interactions between a company and its customers. At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

GetFeedback

MAY 9, 2019

At this level, you’re also working on developing a customer experience strategy. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Customer Experience 134

Customer Experience Journey mapping Metrics Customer centricity 134

Netomi

AUGUST 31, 2022

Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction. At first glance, it seems that customer service KPI scores take a backseat to traditional business KPIs, like profits, costs and regional sales. What is a customer service KPI dashboard?

Metrics 75

Metrics Customer Service Virtual Agent Average Handle Time 75

AWS Machine Learning

MAY 7, 2024

Rather than requiring extensive feature engineering and dataset labeling, LLMs can be fine-tuned on small amounts of domain-specific data to quickly adapt to new use cases. This post walks through examples of building information extraction use cases by combining LLMs with prompt engineering and frameworks such as LangChain.

Engineering 120

Engineering Chatbots Technical Support Best practices 120

ShepHyken

AUGUST 22, 2022

The hotel’s reputation may be damaged if unhappy guests use social media to amplify their dissatisfaction with customer service during their stay. My Comment: Here’s an article from the hospitality industry, written by someone on the hotel’s engineering and facility management side.

Customer Service 37

Customer Service Airlines B2C B2B 37

ChurnZero

NOVEMBER 26, 2024

For instance, owning customer retention signifies direct responsibility for renewal rates. Monitor account health, identify upsell opportunities, and collaborate with cross-functional teams to deliver exceptional customer experiences. Provide strategic guidance and recommendations to optimize customer outcomes.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Joe Rawlinson

APRIL 3, 2023

Organic search leads are prospective customers who discover your website online when they type something into a search engine like Google. For a lead to be organic, you must have obtained it through unpaid methods, like search engine optimization, as opposed to pay-per-click (PPC) ads.

Engineering 78

Engineering Education Customer retention Metrics 78

Hodusoft

JANUARY 17, 2025

At HoduSoft, we have helped many microfinance companies in reducing their average waiting time and taking their customer service operations to an altogether whole new level! We have engineered our HoduPBX’s call routing feature to efficiently route all incoming calls to the right agents in a minimal amount of waiting time.

Wait times 52

Wait times Interactive Voice Response Customer Support Call flow 52

Balto

JANUARY 17, 2025

Heres the simplest way to describe call center management: its everything that happens behind the scenes to make sure customer interactions run smoothly, agents stay motivated, and the business keeps moving forward. Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations.

Best practices 52

Best practices Call Center Metrics Management 52

Kayako

JULY 22, 2022

The good news is that one direct way to improve customer perception is to provide high-quality customer service. The reason is that customer service impacts the satisfaction metrics that influence customer perception, too. Customer perception is directly tied to the bottom line. Customer Effort Score (CES).

Metrics 112

Metrics Customer effort Feedback Surveys 112

Balto

JANUARY 18, 2025

Heres the simplest way to describe call center management: its everything that happens behind the scenes to make sure customer interactions run smoothly, agents stay motivated, and the business keeps moving forward. Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations.

Best practices 52

Best practices Call Center Metrics Management 52

ProProfs Blog

FEBRUARY 13, 2020

Takeaway: These customer loyalty and engagement benefit statistics help us to understand why loyalty programs are so popular among customers and how business owners end up receiving improved revenues. Customer Loyalty B2B Statistics. Customers who end up paying more are more likely to check out your competitors too.

Customer retention 164

Customer retention Sales B2B Airlines 164

Lumoa

AUGUST 25, 2020

However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. Talking about customer retention, you possibly already know the merits of investing time and money in keeping your existing customers satisfied and hooked.

Chatbots 78

Chatbots Customer retention Advertising Marketing 78

Fonolo

APRIL 16, 2019

Sometimes, though, we have to turn the microphone towards ourselves and give voice to our own customer service happenings and the hard-working customer support contingent that buoys our own brand. Today, we welcome Fonolo Solutions Engineer James Dantow into the writers’ fold. — The Fonolo Team.

Call Center 108

Call Center Contact Center Engineering Construction 108

CustomerSuccessBox

SEPTEMBER 29, 2022

Time to value is one of the most important metrics in SaaS businesses to gauge how long it takes for customers to start benefiting from a product after they make a purchase. The quicker you resolve a customer’s issue, the better their experience will be (CX). Why isn’t the TTV metric used widely in SaaS?

SaaS 52

SaaS Metrics B2B Enterprise 52

Up Your Service

SEPTEMBER 22, 2018

Customer retention now tops new customer acquisition as a source of predictable revenue and profitability. In every field from engineering to engines and from infrastructure to insurance, human empathy and emotions are rising as legitimate measures of business well-being and success. Service is gaining in power.

Engineering 74

Engineering Metrics Employee engagement Technology 74

ProProfs Blog

JANUARY 7, 2022

Google identified a need no other search engine was meeting and by 2017, 11 million AdSense users were paying Google $95 billion a year. How often your customers use your product and services. How many new customers you get through recommendations and word of mouth. Customer Retention Rate.

Marketing 78

Marketing Surveys Customer retention Metrics 78

Amity

OCTOBER 31, 2016

I’m the VP, Customer Success here at Uberflip. The first being product adoption, the second being customer retention, and the third being customer expansion. It might help to start with a bit of a history, give that, relative to other teams here at Uberflip, Customer Success is still very new. Great question.

Coaching 0

Coaching Upselling Engineering Marketing 0

AWS Machine Learning

MAY 8, 2024

Therefore, Dialog Axiata needs to find ways to reduce their churn rate and retain more of their existing home broadband customers. Potential solutions could involve improving customer satisfaction, enhancing value propositions, analyzing reasons for churn, or implementing customer retention initiatives.

Telecommunications 119

Telecommunications Analytics Engineering Entertainment 119

ChurnZero

AUGUST 25, 2021

Not only that, but it’s easy to understand, and it’s a metric that can be shared easily with frontline employees. Chief officers of your company can take a look at the NPS as a key metric to answer the question, “What is the health of our organization?” Products & Engineering. Leadership.

Journey mapping 98

Journey mapping Benchmark Feedback Metrics 98

Totango

MARCH 12, 2021

Expansion and growth: your customer’s increased engagement with your brand leads to cross-sell and upsell opportunities. Loyalty and advocacy: satisfaction with your brand inspires your customer to promote you to others. In the conversion stage, the most important metrics are sales conversions and sales revenue. Social media.

Journey mapping 67

Journey mapping Upselling Metrics Customer retention 67

ChurnZero

MARCH 31, 2023

If the vendor has been smart enough to collect aggregate data about how its customers use the product or service, it can also offer useful benchmark metrics to bolster that guidance.” That’s an outsized responsibility that requires a dedicated and expert Customer Success team. A case in point?

Benchmark 98

Benchmark B2B Accountability Consulting 98

Nicereply

DECEMBER 15, 2020

When you empower them to make real change, you’ll notice your customer experience improving, too. 70% of buying experiences are based on how customers feel they are being treated, rather than anything metrics-based. To your customers, your NPS and CSAT scores don’t matter. Invested employees do better work.

Customer retention 89

Customer retention Journey mapping Customer centricity Benchmark 89

ChurnZero

JANUARY 3, 2020

For me, customer success comes down to 4 important steps: Figure out your priorities when hiring remotely. Develop processes to integrate customer feedback quickly. Jumpstart customer success with great self-help tools. Set ambitious metrics goals. Set ambitious metrics-driven goals. and Europe.

SaaS 64

SaaS Metrics Engineering Feedback 64

Cincom

MARCH 6, 2025

Sales teams can bundle services, adjust SLAs, and ensure consistent pricing across contracts, boosting customer retention and revenue predictability. It can integrate with external pricing engines and data sources to ensure up-to-date pricing strategies. 2- Can CPQ handle complex discounting and approval workflows? Absolutely.

Automotive 40

Automotive Revenue potential CRM Sales 40

Outsource Consultants

MARCH 21, 2025

When aligned to the right KPIs and powered by skilled agents, they become a revenue-generating engine for your business. They play a vital role in business growth and customer retention. Key indicators include conversion rates, average handle time, and customer satisfaction scores. on average across industries.

Call Center 67

Call Center Healthcare outsourcing Telemarketing 67

Real Blue Sky

NOVEMBER 21, 2023

As we delve into five dynamic strategies for brand growth, we’ll explore how prioritizing customer retention can significantly boost profits. We’ll discuss the art of enhancing customer experiences to keep your customers not just satisfied but delighted and loyal.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

ClearAction

NOVEMBER 5, 2017

Different visions for customer experience at different locations of your company presents a variety of problems. And sometimes customer-facing staff has a distinct customer experience vision that is at odds with their upstream value chain (engineering, IT, finance, production, marketing, supplier management, etc.).

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

Kayako

MARCH 14, 2018

Does that mean tiny businesses don’t have what it takes to provide amazing customer support? Deep down you know that customer experience can be one of the most powerful tools to drive customer retention and business growth—and you’re not wrong. Share customer experience benchmarks across the business. Far from it!

Customer Support 86

Customer Support Best practices Benchmark Metrics 86

GetFeedback

APRIL 24, 2019

You’re not the only one at your organization who cares about providing customers with a great experience. Those in Product, Engineering, Marketing, and Sales all want happy, loyal customers that love the overall experience. Companies traditionally measure the following metrics: Net Promoter Score (NPS). Break down silos.

Morale 68

Morale Surveys Metrics Customer effort 68

CSM Magazine

MAY 26, 2022

With so many support, engineering, and business insights locked away in siloes throughout most SaaS companies, it’s no wonder teams defer creating a meaningful customer health monitoring strategy. Here’s what IrisAgent’s custom health score includes: Support Metrics. Product Metrics. Business Metrics.

Engineering 52

Engineering SaaS Upselling Metrics 52

360Connext

MARCH 8, 2018

Customer experience and marketing measurement are two sides of the same coin. Impact to NPS ( Net Promoter Score ), customer retention, net customer growth, new product revenue, ROI—almost every metric you can think of—has commonalities across both disciplines. Measure both sides of the coin.

Marketing 63

Marketing Journey mapping Chief Customer Officer Advertising 63

SharpenCX

FEBRUARY 10, 2021

This type of customer service data is the most obvious source to collect and analyze. Because most of the time, your call center system automatically collects and funnels it to your reporting engine. Interaction data is the thousands of metrics associated with each conversation between your customers and your agents.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

Nicereply

APRIL 27, 2022

Acquiring a new customer is 5 times more expensive than retaining an existing one, and increasing retention by just 5% can increase company profits from 25 to 95 percent. Any brand looking to increase customer retention numbers should first focus on creating an impactful customer experience management framework.

Customer Experience 104

Customer Experience Management Surveys Feedback 104

Education Services Group

FEBRUARY 2, 2022

We need the support of our fellows in Finance to accomplish critical goals, provide vital input on key metrics, and offer guidance for larger-scale planning and initiatives. After all, Customer Success is the delicious chocolate coating tying all that gooey customer experience goodness together. Finance benefits too, of course.

Finance 52

Finance Metrics Customer retention Engineering 52

Totango

NOVEMBER 5, 2021

MH : Well, it all started off on big sticky notes, just trying to figure out how we wanted our customers to experience their onboarding journey. We talked with the product team and the TAC engineers to hear where customers were having challenges, and then we built our customer journey map based on their input.

Journey mapping 115

Journey mapping Accountability Marketing Metrics 115