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. The first step in creating a revenue-generating customer service organization is to determine which strategy or strategies are most applicable to your business today.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Amity

SEPTEMBER 16, 2014

Last night’s speaker was Venk Chandran, Senior Manager, Strategy and Enablement, Customers For Life at Salesforce. ECONOMICS TAKEAWAY : Identify and measure the two categories of metrics that matter: Leading. Especially when I compare shared experience with my own, I start to re analyze some issues of my current strategy.

Entertainment 48

Entertainment Strategic Value Metrics Feedback 48

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? CSM in charge.

Customer centricity 52

Customer centricity Analytics Metrics Accountability 52

Etech GS

MARCH 4, 2020

Artificial Intelligence is capable of tracking operations to help HR remain on top of things and create valuable insights by suggesting actionable strategies based on data. Strategic Thinking is In-House HR’s New Core Competence . In support of that, many experts mentioned that HR needs to increase its strategic value to the business.

Strategic Value 52

Strategic Value outsourcing Education Analytics 52

Etech GS

MARCH 4, 2020

Artificial Intelligence is capable of tracking operations to help HR remain on top of things and create valuable insights by suggesting actionable strategies based on data. Strategic Thinking is In-House HR’s New Core Competence . In support of that, many experts mentioned that HR needs to increase its strategic value to the business.

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. Today, hybrid models are becoming more common.

Education 52

Education Upselling SaaS Consulting 52

ChurnZero

JANUARY 4, 2019

With this newly available time, CS teams will increasingly be focused on customer interactions that demand a human touch, where creative and strategic thinking is required. 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.”

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

CSM Practice

OCTOBER 7, 2019

We start by optimizing strategies for customer success , then we identify opportunities to use technology to ensure our clients have visibility to see what processes work. 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. It’s difficult (and not very fun) to do any sort of relationship-building when reactiveness is the only strategy. Onboard effectively; plan strategically; execute tactfully; engage proactively. Conclusion.

Best practices 42

Best practices Strategic Value Sales SaaS 42

ChurnZero

JANUARY 4, 2019

With this newly available time, CS teams will increasingly be focused on customer interactions that demand a human touch, where creative and strategic thinking is required. 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.”

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

AWS Machine Learning

JANUARY 21, 2025

By using historical sales and supply data to anticipate future shifts in demand, supply chain forecasting supports executive decision-making on inventory, strategy, and budgeting. A lower value indicates a more accurate model, where MASE 1 is estimated to be worse than the baseline. wQL is the default metric.

Metrics 99

Metrics Enterprise Sales APIs 99