CSM Magazine

JANUARY 2, 2025

Improved Customer Retention Why does empathy matter for customer retention? When customers sense that support genuinely cares, theyre more likely to stay loyal. And loyal customers arent just repeat buyers. Active Listening Workshops : Empathy begins with listening.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Interaction Metrics

FEBRUARY 20, 2025

But heres the problem: too many companies chase a better NPS the wrong waybombarding customers with ineffective surveys and gathering unreliable data. Instead of improving the customer experience, they end up frustrating customers even more. At Interaction Metrics, we take a smarter approach. The result?

Surveys 62

Surveys Benchmark Feedback Metrics 62

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

Totango

FEBRUARY 28, 2020

These actions are the way we personalize our service to meet the demands of our customers. Building a comprehensive strategy around this idea of informed intervention requires a commitment to: Following customer behavior. Analyzing customer success metrics. Anticipating customer need . Nurturing customer growth.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

Calabrio

MARCH 5, 2025

Meanwhile, the AI-powered Trending Topics feature can be used to automatically sort all your conversations into a prioritized list of about 100 of your customers most common concerns. VoC-specific educational initiatives for your business may include VoC workshops with experts, case study analysis, and VoC tools or platform training.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

Outsource Consultants

JANUARY 16, 2025

The Customer Experience Professionals Association reports that companies prioritizing quality assurance see an average increase of 25% in customer retention rates. This includes establishing measurable KPIs and creating detailed rubrics for evaluating customer interactions. Consider both objective and subjective metrics.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

C3Centricity

AUGUST 6, 2024

Take Zappos, for example – they’ve woven customer service into the very fabric of their core values, reinforcing this through ongoing training and aligning it with customer success metrics. times higher customer retention and 1.9 times higher customer retention and 1.9

Customer centricity 62

Customer centricity Big data Customer retention Enterprise 62

Comm100

DECEMBER 19, 2017

Some of the business objectives you can use include customer retention, customer satisfaction, product purchases, purchase volume, purchase frequency, products returned, the number of dissatisfied customers and revenue. Identifying gaps in the customer experience. Conducting internal workshops.

Customer Experience 137

Customer Experience Morale Journey mapping Customer centricity 137

ClearAction

NOVEMBER 4, 2020

The vision is typically product-centered or ego-centered, and less often truly customer-centered. Your organization’s North Star is not to be confused with the term “North Star Metric”, which is a single metric that focuses on your products core value. How is your firm’s North Star a compelling customer-centered vision? “We

Customer Experience 77

Customer Experience Wireless Metrics Enterprise 77

CSM Magazine

JANUARY 27, 2025

Run workshops or video tutorials to get them comfortable, and always provide hands-on practice. Communication Skills : Excellent customer service starts with exceptional communication. Heres how analytics can give your customer service a boost: Identify Service Gaps : Are customers frequently confused about delivery times?

Customer Service 52

Customer Service Multi-channel support Chatbots CRM 52

Taylor Reach Group

MAY 24, 2018

Everyone is invited to attend this conference, and anyone in the workforce planning community can benefit from the informative workshops and opportunities to network with peers. SOCAP 2018 Data Reporting Workshop : June 12-13, Chicago, IL. SOCAP 2018 Quality Monitoring Workshop: June 13-14, Chicago, IL. and Now What?’

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. The training should cover a range of topics, such as customer service skills, communication skills, product knowledge, and technical skills. Leaderboards and public recognition go a long way.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

CSM Practice

SEPTEMBER 15, 2019

The non-monetized value is maximized for improved all-around customer experience with your company. The CES index (Customer Effort Score) measures this value by asking customers how easy it was for them to work with you. This metric should be used to evaluate all your departments and not just the customer success team.

Accountability 45

Accountability Consulting Consulting Upselling 45

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

NobelBiz

JUNE 19, 2023

This includes training on using monitoring tools, understanding key metrics, and identifying patterns and trends in customer interactions. Clear Performance Metrics: Establishing clear performance metrics allows supervisors to track and evaluate agent performance in real-time. Consider the following steps: 1.

Call Center 52

Call Center Coaching Contact Center Metrics 52

CSM Practice

MARCH 26, 2017

Do Marketing and Customer Success have different goals and metrics for advocacy programs? The key to a successful advocacy program is to align program metrics with the organization’s top initiatives. Advocacy programs can amplify top objectives like new sales, retention and product effectiveness. Does it even matter?

Customer advocacy 49

Customer advocacy Marketing Metrics Feedback 49

CSM Practice

JUNE 19, 2019

For a high growth company with a growing customer base, the solution to scaling customer education might a calculated blend of on-site and online training for different account segments or customer stakeholder roles. The customer success team needs to consider the customer feedback in the scaling process.

Education 67

Education SaaS Feedback Accountability 67

ChurnZero

OCTOBER 31, 2023

In his presentation at BIG RYG , the Customer Success Leadership Conference, he identified 11 such issues that seem to happen more frequently. Weak definitions of onboarding and implementation Jeff believes the term onboarding is too squishy and hard to track with metrics. It can wind up being a paper checkbox exercise.

SaaS 52

SaaS Sales Metrics Benchmark 52

ClientSuccess

JUNE 11, 2019

May be required to deliver training sessions and workshops. Customer Service – Role requires a customer support mentality. The focus is on servicing the customer with specific requests and providing in-person or telephone support. The primary focus is on product adoption and utilization of software.

Upselling 40

Upselling Coaching Customer retention Metrics 40

Nicereply

NOVEMBER 23, 2023

Quick Stats and Figures Loyalty and Trust: A study by Bain & Company showed that a 5% increase in customer retention can lead to a 25% to 95% increase in profits. Satisfied customers stay loyal, and trust translates into a solid bottom line. Set up channels through which customers can easily provide feedback.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

TLC Associates

JUNE 20, 2019

Start with previous customer service metrics. Santa needs elves in the workshop and your business needs agents to keep handle times low and satisfaction high. Want the best results from your retail customer service? We’ll forecast how outsourcing can improve your customer satisfaction, customer retention, and more!

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40

NobelBiz

FEBRUARY 13, 2024

” Chris Robinson, featured in the NobelBiz First Contact podcast, emphasizes the strategic importance of self-service in customer retention: “By implementing comprehensive self-service options, businesses can drastically reduce churn.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

ChurnZero

SEPTEMBER 30, 2021

But you just want to make sure that if that person is under Customer Success, they’re very well aligned and working very closely with the Sales Operations Manager. Whenever the VP of Sales came to a meeting about numbers and data and metrics, whatever reporting, he never showed up without his sales operations.

Sales 52

Sales Education CRM Metrics 52

CSM Practice

JUNE 19, 2019

For a high growth company with a growing customer base, the solution to scaling customer education might a calculated blend of on-site and online training for different account segments or customer stakeholder roles. The customer success team needs to consider the customer feedback in the scaling process.

Education 40

Education SaaS Feedback Accountability 40

SmartKarrot

MARCH 3, 2022

Track and report on key performance and customer satisfaction metrics to make informed decisions about operational and procedural changes. Work collaboratively across departments to implement new processes/workflows and improve communication to drive better customer outcomes. Deliver QBRs that are focused on showing impact.

Employee engagement 19

Employee engagement Coaching Metrics Engineering 19

SmartKarrot

OCTOBER 7, 2021

Deliver and communicate ROI for the customers throughout the customer lifecycle via Strategic Business Reviews (SBR’s). Proactively manage customer health by monitoring, documenting, and effectively driving success plans for high customer retention and loyalty.

Upselling 19

Upselling Customer advocacy Enterprise Coaching 19

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. As of now, she is the GVP NAA Customer Success & Renewals at Oracle. Kristen Hayer. Andrew Michael.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Coaching 21

SmartKarrot

MAY 28, 2021

It is calculated by the CES Index which measures value by asking customers to vote how easy it was to work or be associated with you. This metric is an evaluation of all your departments. Ensuring customer success will mean that the entire company should be tuned to be customer centric. Walk them through your process.

SaaS 10

SaaS Education Customer retention Upselling 10

SmartKarrot

MAY 10, 2021

Ensure customer retention by working with the customer to understand, measure, and consistently deliver high ROI. Driving the customer’s business transformation and operational excellence. Collaborating and communicate across various Appen teams to ensure problems are solved, meet and exceed success metrics.

Best practices 10

Best practices Enterprise B2B Coaching 10

SmartKarrot

NOVEMBER 18, 2020

Apply here: [link] Role: Strategic Customer Success Manager Location: San Francisco, CA, US Organization: Miro As a Strategic Customer Success Manager, you will manage a portfolio of 25-35 Enterprise customers. Maximize customer retention metrics. Provide technical and systems management advisory services.

Customer advocacy 10

Customer advocacy Best practices Finance Enterprise 10

SmartKarrot

SEPTEMBER 10, 2020

To infuse the customer-centric culture in an organization is not an easy task. Every employee must have proper training towards giving the best customer experience. They organize workshops and training modules for employees to ingrain the customer-centric values in them. Using metrics. Wrapping up.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

ShepHyken

JULY 24, 2023

Why B2B Companies Must Shift Their Focus From Sales To Customers by Dan Gingiss (Dan Gingiss) All too often, B2B sales overshadow every other business metric – including the retention of existing customers. They have elevated customer service expectations and demand nothing short of perfection.

Customer Service 31

Customer Service B2B B2C Sales 31

Balto

NOVEMBER 28, 2023

Introduction to Call Center Quality Management Defining Quality Management in Call Centers Call center quality management comprises the processes and practices that involve monitoring and evaluating call center agent performance for the purpose of improving it to ultimately enhance the overall customer experience.

Quality management 52

Quality management Call Center Management Contact Center 52