Zendesk

MAY 17, 2022

Knowledge is power—especially when you’re looking to improve your customer experience. According to the Zendesk Customer Experience Trends Report 2022 , customer engagement is up 14 percent compared to last year. This not only fosters customer loyalty but also allows you to learn where you’re excelling (and where you’re not).

Computers and Electronics 98

Computers and Electronics Insurance Retail e-Learning 98

Customer Think

JANUARY 27, 2023

How do customers feel about your business? This customer satisfaction metric gauges how likely your customers are to recommend your products or services to others. It’s important to know. And a good way to learn is your Net Promoter Score (NPS). Your score is measured on a scale of 0 to 10.

104

104

Apptivo

SEPTEMBER 26, 2023

" title=" Key Customer-Centric Field Service Metrics" data-src="[link] /> 1. What Are Field Service Metrics? Why is it important to set Metrics in field service? Top 10 Customer-Centric Field Service Metrics 4. How to Choose the Right Field Service Metrics?

e-Learning 52

e-Learning Decision-making Stakeholders Meetings 52

Flevy

JUNE 15, 2023

Providing effective customer service necessitates comprehending how the customer’s mind works and what drives their choices or actions. Measuring and improving service quality is crucial for enhancing Customer Satisfaction, Customer Loyalty , and overall business success.

Digital Transformation 91

Digital Transformation e-Learning Customer Knowledge Customer Experience 91

Arpedio

APRIL 15, 2024

By providing sales professionals with the right information at the right time, sales enablement empowers them to deliver value-driven solutions that address customer needs. Training should cover product knowledge, sales techniques, objection handling, and customer relationship management.

Sales Training 52

Sales Training Sales Decision-making Account Planning 52

Arpedio

APRIL 30, 2024

Unlike traditional methods, value selling focuses on delivering unique value to customers and aligning their needs with your product or service. Simply put, it puts your customers at the center of the sales process. Value selling places your customers at the center of the sales process. So, why does value selling matter?

Value Selling 52

Value Selling Value Proposition Negotiation Decision-making 52

Zendesk

JANUARY 10, 2024

What are workforce management metrics? Workforce management metrics are statistics businesses can use to measure, analyze, and optimize their operations. Workforce managers can use workforce management metrics to optimize their teams, ensure the growth and development of employees, improve organizational processes, and more.

Management 52

Management Decision-making Onboarding Organization 52

Insightly

FEBRUARY 2, 2022

It’s important to monitor the level of engagement customers have with your product, service, or brand. Engagement is a predictor of whether or not that customer will stay with you, and possibly even refer you, so it can be a leading metric for future revenue and growth. What is customer engagement?

Onboarding 105

Onboarding Customer Experience eCommerce Prioritization 105

Brooks Group

DECEMBER 1, 2023

Put simply, strategic account management is all about responsiveness, problem-solving, customer satisfaction, and building long-term relationships that lead to additional revenue. Those objectives will help you decide which metrics make the most sense for your team to track.

Account Management 93

Account Management Management Account Planning Sales Training 93

Zendesk

OCTOBER 20, 2023

The right customer service plan is like the Infinity Gauntlet in the Marvel Universe. Similarly, a customer service plan captures and displays the crucial elements of customer service in a living document. The plan gives your business a blueprint to achieve your customer service goals.

B2C 52

B2C Customer Experience B2B Software 52

Zendesk

MARCH 7, 2024

Businesses today walk on a tightrope when it comes to customer service and efficiency. Businesses can use WFO to optimize their operations, customer experience (CX) , and balance sheet simultaneously. It can also ensure that agents deliver an outstanding customer experience time after time.

Prioritization 52

Prioritization Profitability Customer Experience Decision-making 52

Arpedio

JANUARY 5, 2024

At the heart of every thriving enterprise lies a keen focus on business relationship optimization , a task achieved through strategic roles that many might find overlapping—Account Management and Customer Success. While both functions are instrumental in driving organizational growth, distinguishing their unique contributions is fundamental.

Account Management 52

Account Management Customer Success Management Energy and Utilities 52

Insightly

FEBRUARY 2, 2022

It’s important to monitor the level of engagement customers have with your product, service, or brand. Engagement is a predictor of whether or not that customer will stay with you, and possibly even refer you, so it can be a leading metric for future revenue and growth. What is customer engagement?

Onboarding 96

Onboarding Customer Experience eCommerce Prioritization 96

Flevy

FEBRUARY 20, 2024

Competitive Benchmarking involves the comparison of an organization’s processes, performance metrics, and products against industry bests or best practices from other industries. These metrics provide a comprehensive view of how an organization stacks up against its peers and industry standards.

Management 52

Management Digital Transformation Profitability Decision-making 52

Flevy

MARCH 19, 2024

Innovation Pipeline Strength is a critical metric for organizations aiming to maintain a highly competitive level of innovation. It reflects an organization’s ability to manage, prioritize, and convert ideas into viable products or services, ensuring a consistent flow of innovation.

Innovation 52

Innovation Management Digital Transformation Prioritization 52

Freshworks

JUNE 2, 2023

As companies expand their investments in digital transformation, they’re banking on big returns, especially in customer experience (CX). The Freshchat Conversational Support Benchmark Report 2023 looks at the art and science of customer conversations in the digital era.

B2C 94

B2C Digital Transformation Digitalization Healthcare 94

SBI Growth

MAY 24, 2021

Inefficient activity assignment and role clarity issues within your organization can drive down important metrics such as your customer service satisfaction or net promotor scores. As a Sales Leader, you’re liable for understanding where your individual contributors need to be.

Sales 114

Sales Organization Customer Experience B2B 114

Arpedio

DECEMBER 20, 2023

Customer Lifetime Value (CLV) is a crucial metric that helps businesses assess the value of a customer over their entire lifetime. Understanding CLV can have a significant impact on business strategies , ranging from enhancing profitability to retaining customers effectively. The importance of CLV cannot be overstated.

Profitability 52

Profitability Acquisition Customer Experience Communication 52

Flevy

MARCH 26, 2024

Based on sales and downloads of the FlevyPro frameworks , here is what we found to be the top 10 Customer-centric Design (CCD) frameworks used by management consultants. Stage : Breaking down the customer journey into distinct stages (e.g., Stage : Breaking down the customer journey into distinct stages (e.g.,

Customer Experience 52

Customer Experience Digitalization Digital Transformation Organization 52

Hubspot Sales

SEPTEMBER 27, 2023

Excited about the potential of subscription-based offerings, you convince your team to launch a new subscription service. The initial response is promising, with customers signing up left and right. Customers are complaining about billing errors, experiencing delays in service activations, and struggling with subscription changes.

Management 89

Management Software Software Decision-making 89

ProlifIQ

MAY 17, 2024

Managing these accounts requires a change in thought, and a simpler way to break down the core tenets of key account management in life sciences can be as follows: What: The main challenges the business is facing, and the core metrics and goals they want to achieve with your product or service. Who do they compete against?

Key Account Management 52

Key Account Management Account Management Management Procurement 52

Customer Think

JULY 18, 2023

Customer support services are the backbone of any successful business, as they directly impact customer satisfaction, retention, and overall brand perception. Organizations rely on metrics and key performance indicators (KPIs) to gain insight into the efficacy and efficiency of these services.

Organization 52

Organization 52

Arpedio

DECEMBER 20, 2023

In the world of subscription-based business models , Annual Recurring Revenue ( ARR ) is a crucial metric that represents the revenue a company can expect to receive from its customers on a yearly basis. One of the key benefits of ARR lies in its relationship with customer retention.

Innovation 52

Innovation Acquisition Investors Decision-making 52

Insightly

MARCH 11, 2024

You’ll also hear almost any professional is willing to share what CRM or customer relationship management software they are using, since the CRM is a must-have, and is typically the lifeblood of a business. Sales managers can generate reports to track key metrics such as conversion rates, pipeline health, and revenue projections.

CRM 52

CRM Organization Decision-making Facilitation 52

Flevy

JANUARY 13, 2024

An example would be “Customer Acquisition Cost (CAC)” for the marketing department. “Average Handling Time” in Customer Service is an example of an operational KPI. To achieve this, TechInnovate identified 2 key objectives: enhancing Customer Satisfaction and accelerating Product Innovation.

Healthcare 59

Healthcare Leadership Acquisition Innovation 59

Zendesk

FEBRUARY 19, 2021

No one needs to tell you that a great customer experience is critical to a company’s success. But the other companies that are courting your customers? They know this too and customers will gladly follow whoever serves them best. What is customer service benchmarking? Why is customer service benchmarking important?

Organization 98

Organization Customer Experience 98

Arpedio

MARCH 6, 2024

Account management serves as the backbone of successful businesses, playing a pivotal role in fostering lasting relationships with clients or customers. At its core, account management involves the strategic oversight and nurturing of client accounts, aiming to maximize their value and satisfaction.

Account Management 52

Account Management Management Prioritization Client Relationships 52

Zendesk

MARCH 1, 2022

Jared Loman, VP of Customer Experience at Kajabi. As part of Zendesk’s CX Moment virtual event series, we spoke with Jared Loman, VP of Customer Experience at Kajabi. Get creative with self-service tools. To manage the influx of inquiries, the company decided to get creative with its self-service options. Jared Loman.

Artificial Intelligence 98

Artificial Intelligence Customer Experience Organization Meetings 98

Zendesk

MAY 8, 2023

With the surge of generative AI tools coming on the market, software companies can keep pace and scale to support more customers without adding more headcount. Here are three ways software and cloud services companies can use AI to control costs: 1. The AI revolution has arrived just in time. ” How Unity saves $1.3

Prioritization 98

Prioritization Software Software Profitability 98

Insightly

MAY 30, 2023

Customer relationship management (CRM) has become a critical tool for driving business success across industries. As businesses increasingly rely on CRM software and systems to manage customer interactions, evaluating the overall effectiveness of these tools is essential. Setting benchmarks is necessary to evaluate the impact.

CRM 52

CRM Decision-making Facilitation Customer Experience 52

Miller Heiman Group

APRIL 14, 2020

This means that, for most consumers, the retail experience may start anywhere: on a website or during a phone call, in an email or on a live chat with customer service. What Defining Moments Are and Why They Matter to the Customer Experience. In a defining moment, a customer forms an impression of your company.

Retail 124

Retail Customer Experience Advertising Organization 124

Arpedio

MARCH 5, 2024

In this digital age where competition is fierce and customer expectations are soaring, the need for robust account management strategies has never been more pronounced. It involves a strategic blend of communication, problem-solving, and customization to ensure both client satisfaction and organizational prosperity.

Account Management 52

Account Management Management Client Relationships Prioritization 52

Arpedio

FEBRUARY 14, 2024

Welcome to our comprehensive guide on strategic account planning – a vital practice for businesses looking to achieve long-term success and foster strong customer relationships. At its core, strategic account planning involves a deep understanding of the customer’s business, industry, and challenges.

Account Planning 52

Account Planning Account Management Value Proposition Stakeholders 52

Arpedio

FEBRUARY 14, 2024

Welcome to our comprehensive guide on strategic account planning – a vital practice for businesses looking to achieve long-term success and foster strong customer relationships. At its core, strategic account planning involves a deep understanding of the customer’s business, industry, and challenges.

Account Planning 52

Account Planning Account Management Value Proposition Stakeholders 52

Insightly

OCTOBER 5, 2021

This is part 3 of a customer service blog series based on conversations with members of Insightly’s client services and customer success teams. Many companies talk about being “customer-centric.” In reality, too few invest the time and effort to provide truly customer-centric experiences.

Customer Experience 98

Customer Experience Customer Success CRM Innovation 98

Arpedio

DECEMBER 20, 2023

Cross-selling involves offering customers strategic product pairings that complement their current purchases, thereby encouraging them to buy more and increasing overall revenue. The goal of cross-selling is to increase revenue by encouraging customers to buy more items or upgrade their purchase.

Business Growth 52

Business Growth Sales 52

Zendesk

FEBRUARY 12, 2024

In today’s fast-paced and competitive business environment, staying ahead in customer service means continually educating yourself and your team. Customer service podcasts provide an excellent avenue for gaining knowledge and insights without disrupting your busy schedule.

Customer Experience 52

Customer Experience e-Learning eCommerce Artificial Intelligence 52