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Don’t Get Angry, Get Relevant: How CX Leaders Can Finally Get Their Seat at the Table

CCNG

Heres the tough reality: if CX isnt hitting broader business metrics, its not going to be seen as strategic. Speak the Language of Business Metrics The first step is understanding the metrics that matter most to your business leaders. Work with Finance to understand budget constraints and metrics that the C-suite monitors daily.

Metrics 195
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The Role of Training in Preparing Call Center Teams for Success

TeleDirect

healthcare, finance) 5. Use Metrics to Evaluate Training Effectiveness Track KPIs like first-call resolution, customer satisfaction (CSAT), and average handling time (AHT) to assess performance improvements. Increased Sales and Upselling Agents trained in sales techniques are more likely to identify opportunities and close deals.

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A data-driven framework for customer success renewals forecasting

ChurnZero

Choose the right metrics to inform your forecasting model. Focus on collecting and tracking the metrics that are most meaningful to your teams retention strategy. With metrics in hand, its time to start pulling out the trends, themes, and stories behind the numbers. Collecting the right historical data is key.

Finance 52
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Q&A recap: crash course in Customer Success and SaaS metrics with Dave Kellogg

ChurnZero

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

SaaS 98
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These 20+ Statistics Say Customer Support Drives Revenue

aircall

Corporate finance teams tend to view customer support as a cost saver at best and a cost center at worst. 10% to 30% of eCommerce revenues come from upsell and cross-sell recommendations. Marketing Metrics ). But if they look beyond those bottom-line concerns, they’ll also see a strong link to top-line growth. Zendesk ).

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11 Customer Service Metrics to Start Measuring

GetFeedback

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics. At face value, NPS is a pretty simple metric—one score per customer, one overall score.

Metrics 79
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How CPQ Training Helps Sales Teams Close Deals Faster and Smarter

Cincom

This means longer turnaround times as they repeatedly check with engineering, finance, or management for approvals. This results in lost revenue and missed opportunities to upsell or cross-sell. Regularly analyzing these metrics allows companies to refine training methods, adjust content, and introduce new learning strategies.

Sales 40