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

ClearAction

FEBRUARY 27, 2016

It’s all about connecting: goals, people, metrics, processes, and data. Context is the mantra for making something strategic. When everyone sees a clear connection between what you’re doing and what the enterprise wants to become you’ll be viewed as adding strategic value. Connect Metrics.

Marketing 59

Marketing Strategic Value Metrics Enterprise 59

ChurnZero

AUGUST 5, 2022

If you’ve been in Customer Success for some time, you’ve likely worked on a team where the measure of one CSM for every $1 million ARR was a defining metric to build a CSM’s book. Customers’ profiles and needs can widely vary within a single company based on their strategic value, spend (ARR), product use case, and more.

Management 98

Management Benchmark Strategic Value Metrics 98

TeamSupport

SEPTEMBER 8, 2020

In this blog series, based on the whitepaper co-produced by ServiceXRG and TeamSupport, we explore how to position the investment in Support as a strategic value aligned to current business practices and target outcomes. The Value of Customer Support. Characteristics of Leading Support Organizations.

B2B 64

B2B Customer Support Strategic Value Coaching 64

Playvox

MARCH 19, 2024

Top Use Cases for Contact Center AI Improving Workforce Management and Engagement AI tools allow employees to reduce repetitive, routine tasks and focus on more strategic, value-added work, boosting productivity and job satisfaction. This improves customer satisfaction and net promoter scores, and other key customer service metrics.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Expivia

FEBRUARY 18, 2024

It’s about recognizing the strategic value of AI in delivering a superior customer experience, one that goes beyond the limitations of traditional call volumes and efficiency metrics. With a strategic focus on technology and AI, Expivia has redefined what it means to be a BPO partner.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone. Use Next-Gen AI Reduce Handle Time and Service Cost.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

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

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. This requires tracking and measuring call center metrics and key performance indicators to evaluate both agent and call center performance.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

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

Etech GS

MARCH 4, 2020

In support of that, many experts mentioned that HR needs to increase its strategic value to the business. This includes HR’s ability to make accurate projections depending on understanding the business goals and using metrics that are more than just lagging indicators.

Strategic Value 52

Strategic Value outsourcing Education Analytics 52

Etech GS

MARCH 4, 2020

In support of that, many experts mentioned that HR needs to increase its strategic value to the business. This includes HR’s ability to make accurate projections depending on understanding the business goals and using metrics that are more than just lagging indicators.

Strategic Value 52

Strategic Value outsourcing Education Analytics 52

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 SaaS Consulting 52

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

ChurnZero

JANUARY 4, 2019

These will be personalized, but technology-based, and will help CSMs to focus on the areas where they can provide proactive, strategic value to their customers.” More and more, customers are seeking out companies that share their values. Enter your current metrics now to calculate your potential returns.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

CSM Practice

OCTOBER 7, 2019

The metric you employ should be personalized to your distinctive customer base and must properly defend the different risk levels, opportunities, and revenue from your clients. Other criteria could include the number of licenses, geo-location, strategic value, service package, etc.

Accountability 40

Accountability Strategic Value Consulting Consulting 40

ClientSuccess

AUGUST 14, 2018

We shouldn’t let the fear of making mistakes hinder our ability to deliver strategic value for the relationship. Ultimate Guide to SaaS Customer Success Metrics. At the end of the day, it’s our job to take control of every interaction we have with our clients regardless of who else from the company may be involved.

Best practices 42

Best practices Strategic Value Sales SaaS 42

ChurnZero

JANUARY 4, 2019

These will be personalized, but technology-based, and will help CSMs to focus on the areas where they can provide proactive, strategic value to their customers.” More and more, customers are seeking out companies that share their values. Enter your current metrics now to calculate your potential returns.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

SmartKarrot

NOVEMBER 8, 2022

Leverage data, metrics and insights to build and strengthen the overall CS strategy, specifically working on delivering new CRM Analytics and Service Cloud platforms – ultimately working on customer health benchmarks and driving improvements. Foster a culture of metrics-driven performance in the Customer Success team.

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

SmartKarrot

DECEMBER 17, 2023

By automating routine tasks and minimizing non-customer-facing activities, AI enables customer success managers (CSMs) to focus on strategic value, industry trends, and, most importantly, building meaningful relationships with customers.

Strategic Value 8

Strategic Value Education Metrics Personalization 8

SmartKarrot

DECEMBER 17, 2023

By automating routine tasks and minimizing non-customer-facing activities, AI enables customer success managers (CSMs) to focus on strategic value, industry trends, and, most importantly, building meaningful relationships with customers.

Strategic Value 8

Strategic Value Education Metrics Personalization 8

AWS Machine Learning

JANUARY 21, 2025

Here are explanations of what these metrics mean and how you can use them: wQL The average Weighted Quantile Loss (wQL) evaluates the forecast by averaging the accuracy at the P10, P50, and P90 quantiles (unless the user has changed them). You can change the default metric based on your needs. wQL is the default metric.

Metrics 92

Metrics Enterprise Sales APIs 92