TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

Amity

SEPTEMBER 16, 2014

From his early days at a few Toronto based startups including Workbrain, Infor, and Rypple to his senior role at Salesforce, looking through a particular lens derived from music, theatre and behavioral psychology, Venk has developed deep insights into the strategic value of Customer Success. Deal Score/Revenue at Risk. Coverage Ratios.

Entertainment 48

Entertainment Strategic Value Metrics Feedback 48

RapportBoost

NOVEMBER 5, 2018

We’re privileged to work with such forward-thinking and metrics-focused leaders as Heidi and the Jenny Craig contact center team to boost sales, employee retention and customer engagement. It’s an honor to be on hand to celebrate her well-deserved accolade!”. About ICMI .

Sales 40

Sales Contact Center Average Handle Time B2B 40

CSM Practice

FEBRUARY 20, 2020

A survey of 100 customer success leaders, conducted by Gainsight in 2018, revealed that the maturity level correlated with the financial metrics of the company: Reactive; GRR is 80%, and NRR is 92%. Value; Prove quantitative and strategic value delivered. So why obsess over data and strive for maturity?

Customer centricity 52

Customer centricity Analytics Metrics Accountability 52

ClientSuccess

AUGUST 14, 2018

Events transpired over the following days and weeks after that call that not only hurt my pride, but also put me in a situation of vulnerability and insecurity. From these events I learned that CSMs should never fall into the trap of being a backseat driver. Ultimate Guide to SaaS Customer Success Metrics. Confidence is key!

Best practices 42

Best practices Strategic Value Sales SaaS 42

AWS Machine Learning

JANUARY 21, 2025

Analyzing past trends while accounting for impacts ranging from seasons to world events provides insights to guide business planning. A lower value indicates a more accurate model, where MASE 1 is estimated to be worse than the baseline. You can change the default metric based on your needs. wQL is the default metric.

Metrics 101

Metrics Enterprise Sales APIs 101