CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Net Promoter Score 2014 Customer Success 52

Experience Matters

DECEMBER 22, 2015

We published a Temkin Group report, The State of CX Metrics, 2015. This is the fifth year of this study that examines the CX metrics efforts within large companies. The most commonly used metrics continue to be likelihood-to-recommend and satisfaction, while the most successful metric is interaction satisfaction.

2015 74

2015 Metrics Net Promoter Score 2011 74

Beyond Philosophy

NOVEMBER 10, 2014

According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”. According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively. 26 August 2014. <

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Avaya

OCTOBER 10, 2016

There may be no greater indicator of a company’s value in the eyes of its customers than its Net Promoter Score (NPS)—a measure of the willingness of a customer to recommend a company’s products or services to others. Raising an NPS isn’t easy. Develop Predictive Metrics. How did we do it?

Net Promoter Score 78

Net Promoter Score NPS 2011 Roadmap 78

Experience Matters

APRIL 24, 2015

NPS ® has grown into one of the most popular customer experience metrics, which is why so many people are using this blog as a source for insights into how to best use it. If you are interested in NPS, then you should visit our VoC/NPS Resource Page , which includes benchmark data.

Net Promoter Score 106

Net Promoter Score Customer Journey Mapping 2013 2009 106

Amity

OCTOBER 5, 2016

Launched in 2014, Typeform has already reached over 1.5 Our Customer Success mission statement is to “ retain and grow our customers by helping them achieve their goals ” and our metrics is Net MRR Churn. Our biggest challenge is tracking the impact of the actions we take on our metrics. Our growth has been crazy!

Customer Success 129

Customer Success 2014 NPS Metrics 129

Customer Bliss

APRIL 26, 2016

The team includes 130 professionals responsible for Customer Strategy, Metrics & Insights, Employee Culture, and Operations. Around 2:00-2:23, the discussion turns to rooting new customer experience projects in data and metrics. 19:53: One of the initial metrics the customer room provides is NPS, or net promoter score.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

delighted

OCTOBER 22, 2019

The value of a strong Net Promoter Score (NPS) is that it can indicate if your business is delivering on the promises that it’s making to customers. For instance, high NPS scores positively correlate to customer retention, referral acquisition, and strong brand awareness. But first, let’s take a quick look at how NPS is measured.

Net Promoter Score 41

Net Promoter Score NPS Measurement Feedback 41

Chattermill

SEPTEMBER 4, 2018

Through word-of-mouth marketing tracked by NPS. NPS can help identify your brand’s advocates, drive your product roadmap, alert you to customers in danger of churning, and which customers you should approach for stories. Slack CMO (2014-2017), Bill Macaitis. Slack CMO (2014-2017), Bill Macaitis. by Sam Frampton.

Net Promoter Score 40

Net Promoter Score NPS 2014 Advertising 40

ChurnZero

OCTOBER 30, 2020

A more subtle chart is how much of a difference in value companies have based on their net retention – net retention being a proxy metric for Customer Success.”. Abel explains that when G2 captures customer reviews, they ask a Net Promoter Score® (NPS) question which allows them to see every company’s NPS in real time and how it’s trending.

Customer Success 93

Customer Success Net Promoter Score Sales NPS 93

Customer Guru

APRIL 5, 2018

Mr. David has been working with and training Indian, African and multinational businesses in their mission to become customer-centric organizations since 2014. Specific CX projects will be approved based on pretty standard metrics, ROI, impact on NPS, Reach, etc.,

Customer Experience Design 92

Customer Experience Design Customer Experience E Commerce Customer Centricity 92

SurveySparrow

FEBRUARY 18, 2024

Personalizable ribbon reporting, CSAT & NPS trend analysis, and geolocation of responses empower informed decision-making. Nicereply : For Advanced CX Metrics Source: nicereply.com Nicereply was founded in 2012 as a customer experience platform. That’s not it. Rating G2 4.8/5 5 Capterra 4.5/5 5 Capterra 4.8/5

2024 52

2024 Multi-Channel E Commerce Tourism 52

Customer Bliss

MAY 4, 2017

She eventually was “lured away” by Concur a few years ago; she’s been there since November 2014 as VP of Customer Experience. ” The company did have content and was using NPS. Citrix did some great work at that time on predictive analytics and intentional customer experience, as a side note. Dashboards!

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

Customer Guru

MARCH 7, 2018

She has spearheaded the process of implementing NPS and making it the key customer experience metric at Ferns N Petals. Utilising her knowledge and experience in the CX space, Devika spearheaded the CX initiatives at UAE Exchange that helped it to win two Customer Experience Benchmarking Index Awards in 2014.

E Commerce 113

E Commerce Fashion Customer Centricity E-support 113

Retently

AUGUST 22, 2018

But before we dive deep into the NPS® competitive analysis, let’s first understand why airlines, as an industry, trails other verticals in delivering customer satisfaction. Satmetrix NICE 2018 NPS Benchmark by Industry. Competitive NPS Analysis in the Industry. The 2014 US Consumer Airlines study.

Airlines 92

Airlines Customer Satisfaction NPS Net Promoter Score 92

ijgolding

NOVEMBER 17, 2016

Winning a UK Customer Experience Award in 2010 for an initiative we called ‘Customer 1st Aid’ will always stick in my mind as a massive milestone in my career as will becoming a CCXP in 2014. That accomplishment may be somewhat de rigueur these days but my sense is that this might be the extent of it within some organizations.

Customer Experience Professionals 95

Customer Experience Professionals Customer Experience 2014 Customer Centricity 95

CSM Magazine

APRIL 5, 2018

Video chat consistently gives you 90+% NPS and CSAT ratings. Moving your CC team to video chat gives you the metrics you need to convince management of the value. Priya was awarded New England Entrepreneur of the Year in 2014 and ranked on the 2015 top 100 Entrepreneur list by the Boston Globe.

Customer Care 40

Customer Care 2030 2004 Average Handle Time 40

inmoment

JUNE 1, 2020

Years have passed since 2014 when Gartner boldly declared that “customer experience is the new battleground for businesses.” We’ve seen Australian brands turn off their VoC programs after seeing NPS scores drop. In essence, the very premise of NPS attempts to reduce the human experience to a simplified number.

Customer Experience 69

Customer Experience Feedback Insights NPS 69

delighted

JANUARY 7, 2020

Considering that it costs up to 6 times more to attract a new customer than to retain an existing one, the immediate and long-term ROI of customer experience is encouraging many businesses to incorporate CX metrics and benchmarks into their definitions of brand health and success. Survey your customers for employee feedback.

2020 40

2020 Brands Customer Experience Feedback 40

Horizon CX

DECEMBER 31, 2018

Case in point—How many more articles are necessary to explain NPS? It’s a metric—not a program— a topic that has been regurgitated and rehashed ad nauseum to the point where it has become so mundane that its value is being questioned and, in some cases, dismissed. We just need to become more reasonable.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping Consulting 40

CustomerSuccessBox

JUNE 8, 2022

So those are the metrics that I would look into when I’m looking at churn. Also from a customer Risk Indicator, I think there’s like a completely different set of metrics that indicate churn risk versus full health, which is customers that achieve full value with us. Q: Please introduce yourself.

Management 52

Management Customer Success 2013 Metrics 52

CSM Practice

MAY 22, 2020

Bonuses can be used to align CSMs and their teams with important company objectives and KPIs such as NPS, retention, expansion, and training. Soft metrics like the number of advocates, level of adoption, and unpaid training can also be tracked and compensated.

Customer Success 126

Customer Success Metrics Customer Centricity 2014 126

Retently

MAY 9, 2024

As estimated in 2014 , US-based businesses lost $83 billion every year due to bad customer service. It could be as simple as sending out an NPS survey after purchase or setting up quarterly check-ins. Customers are people who ultimately want to talk to other people when they have issues, suggestions and questions.

Customer Retention 141

Customer Retention B2B Customers Loyalty Programs 141

CSM Practice

MAY 28, 2020

Bonuses can be used to align Customer Success Manager and their teams with important company objectives and KPIs such as NPS, retention, expansion, and training. Soft metrics like the number of advocates, level of adoption, and unpaid training can also be tracked and compensated.

Customer Success 126

Customer Success Management Metrics Customers 126

Wootric

MAY 12, 2020

As a SaaS company with SaaS customers like Zoom, DocuSign and Hubspot, we have a unique perspective on NPS in cloud software. To make the most of your time and energy, we’ve put together this list of things SaaS businesses should know before they dive into the NPS world. Wait, what is NPS exactly? Have questions?

Net Promoter Score 98

Net Promoter Score NPS Feedback Measurement 98

Kayako

MARCH 14, 2022

Check out our Ultimate Guide to Customer Service Metrics Cheat Sheet for how to measure customer support performance metrics today. . Why Is It Important to Measure Customer Service KPIs and Metrics for Telecom Companies? KPIs aren’t metrics collected just for the sake of data. Net Promoter Score (NPS).

Net Promoter Score 62

Net Promoter Score Customer Service Social Media Metrics 62

Thematic

SEPTEMBER 6, 2018

Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? The debate is rife amongst NPS evangelists and those who are more doubtful, so here I share some examples of companies who have invested in NPS and made real improvements. (In Read more about how NPS works here.

Net Promoter Score 54

Net Promoter Score NPS Feedback Metrics 54

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards. This year’s crop of candidates was quite competitive.

2015 97

2015 Multi-Channel 2014 CEM 97

Waypoint Group

FEBRUARY 4, 2016

A better KPI: Rather than just focusing on NPS (an outcome that measures customer relationship strength) Dell decided that a leading KPI was critical. One of the top-level metrics we tend to prefer is “ Promoter Improvement Rate.” 2 key take-aways: 1. 98% sounds good, 92% not so much.”

2014 63

2014 Net Promoter Score Metrics B2B 63

Gainsight

FEBRUARY 9, 2021

I first became a CS Ops leader in 2014, and I’ve seen time after time the value of the software, enablement, templates, data, and more that I’ve helped provide. Top customer success teams share a growing theme: their own operations team. . What’s the first question I ask any CS Ops leader, though? What do you do ?”

Government 52

Government Roadmap Leadership Customer Success 52

Amity

APRIL 24, 2017

Since 2014, Loopio has been helping hundreds of companies win more business by supercharging their response process for RFPs, RFIs, and Security Questionnaires. Along with my two Co-founders, we created Loopio in January of 2014. What metrics do you watch closely? There are so many metrics you can look at in Customer Success.

Customer Success 93

Customer Success Culture Books Metrics 93

SurveySensum

OCTOBER 27, 2020

In 2014, I started the first customer success consulting firm, CSM Practice. Back in 2014, the Customer Success landscape was much different than what it was today. What are the most important metrics for Customer Success? It would often include reactive metrics, like an escalation in support tickets, NPS scores , etc.

Customer Success 59

Customer Success 2013 2014 Consulting 59

Chattermill

JULY 31, 2019

In 2014, when a disgruntled passenger wrote a tongue in cheek letter of complaint letter of complaint to Ryanair and was shared over 65,000 times. Browse their websites, and it won’t take long to see them proudly referencing their NPS or Trustpilot scores. Providing extra insight behind an NPS score.

Customer Centricity 45

Customer Centricity Social Media Touchpoint NPS 45

Chattermill

JULY 31, 2019

In 2014, when a disgruntled passenger wrote a tongue in cheek letter of complaint letter of complaint to Ryanair and was shared over 65,000 times. Browse their websites, and it won’t take long to see them proudly referencing their NPS or Trustpilot scores. Providing extra insight behind an NPS score.

Customer Centricity 40

Customer Centricity Social Media Touchpoint NPS 40

Michel Falcon Experience

OCTOBER 21, 2015

4 – Measure Through Metrics. I’m a fan of Net Promoter Score (NPS) because I’ve had success with it for years! I understand there are NPS naysayers, but the ones I meet tend to have weak arguments. Do I believe that NPS is the be-all-end-all? NPS is a great way to do so. Not at all.

Customer Experience 68

Customer Experience Net Promoter Score Events NPS 68

Amity

OCTOBER 31, 2016

Over time I was able to build a relationship with Randy to the point that in 2014, just as he was looking to build out the Customer Success team, he happened to give me a call. And that mentality was already built-in when I joined the team in 2014. What metrics do you watch closely?

Customer Success 0

Customer Success Customers Definition Metrics 0

SurveySensum

JULY 14, 2020

He founded Heart of the Customer in 2014 to help companies of all sizes increase customer engagement. Ali Malik is a certified CX Professional (CCXP) and specialist in CX, Brands & Market Research, designing Metrics & Measurements, Mystery Shopping & Voice of Customer & Employees Programs. LinkedIn : [link] /.

2020 132

2020 Customer Experience Magazine Consulting 132