Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 95

Sales Scorecard NPS Customer Acquisition 95

Gainsight

APRIL 19, 2022

One of the most powerful tools in a Customer Success (CS) leaders’ arsenal is a data-driven 360 view of a customer scorecard. These questions and more can be answered with ease when a customer scorecard and 360 view is implemented in your CS platform. Which customers have too many support tickets open? Have tickets been aging too long?

Scorecard 98

Scorecard Invoicing CRM Customer Relationship Management 98

Gainsight

AUGUST 20, 2020

I don’t know about your company, but a HUGE part of our sales at Gainsight is related to people at clients taking on new roles at prospects and bringing us along. Scorecards. Speaking of health scores, we, of course, use Gainsight Scorecards. Here are my five secrets to keeping it all together. Track Our Advocates.

Scorecard 105

Scorecard Sales Customer Experience 105

Totango

JULY 31, 2020

Continually measure success with a scorecard that surfaces customer health, the success of customer engagement, and internal engagement. Consider implementing a “group hug” for the customer.

Scorecard 111

Scorecard Technology Technology Sales 111

Help Scout

JUNE 3, 2021

For example, sales may use the shared inbox or chat features to interact with potential leads, or product and marketing might use metric insights to better understand customers’ wants and needs. Even in this scenario, it’s probably good to have some sort of scorecard to objectively measure each tool and easily compare them side-by-side.

Scorecard 105

Scorecard Start-ups Sales Gaming 105

Callminer

FEBRUARY 21, 2018

When call tracking software and a CRM merge, the sales team will have access to live customer insights which will allow them to follow up on leads quickly and efficiently. The second mistake call centers make when buying call monitoring software is falling victim to heavy pressure tactics from sales staff. Stacy Caprio. Stacy4Startups.

Contact Center 210

Contact Center CRM Technology Technology 210

Inside Customer Service

JULY 29, 2021

That's how the request came to me: "Let's call a meeting to talk about what needs to be in the agent sales training program." That led to an unenthusiastic sales pitch. One agent pointed out that the credit card offer wasn't on their quality assurance scorecard, so they weren't held accountable for the results. Congratulations!

Customer Service 144

Customer Service Contact Center Scorecard Start-ups 144

Gainsight

APRIL 23, 2021

With clear insight into post-sale and implementation revenue and growth, they have a long-term vision of renewal predictability. Sabina: With post-sale revenue management as our primary responsibility, we had to change the way we measured our performance. We needed a customer success automation tool and a reliable scorecard.

Gaming 76

Gaming Scorecard Start-ups Sales 76

Customer Service Life

FEBRUARY 28, 2023

And I don’t think it’s the fault of the fine sales folks or even the software vendors they represent. We built a dashboard or scorecard that allowed us to show each team member their emails sent per hour metric in comparison with both a team average and an overall team goal.

Contact Center 84

Contact Center Scorecard Customer Satisfaction Gaming 84

DMG Consulting

FEBRUARY 12, 2019

A balanced scorecard that measures productivity along with quality, effectiveness, customer satisfaction and reliability (for agent scorecards) provides the necessary insight. The most effective balanced scorecards also identify trends by comparing performance day-to-day, week-to-week, etc.,

Scorecard 59

Scorecard Contact Center Social Media Customer Service Sales 59

ClearAction

APRIL 3, 2015

HR & Sales are sometimes the most human-to-human (H2H) functions: can help rest of company "keep it real" for CX excellence. Employee Engagement in Balanced Scorecards. What is happening with employees is what will be reflected to customers: use #VoE as window to CX realities. —@clearaction. —@mt_marko.

Customer Experience 121

Customer Experience VOE Government Scorecard 121

Gainsight

AUGUST 18, 2022

Seismic won the Visionary award, given to an organization that has mastered using 360 views, scorecards, and advanced reporting to shift their teams from reactive to proactive. Their success is what makes us the #1 sales enablement leader globally.”. Without further ado, here’s a look at the lucky winners. Congratulations, Seismic!

Scorecard 23

Scorecard Healthcare Compliance Gaming 23

PeopleMetrics

OCTOBER 25, 2017

Whether you’re an advanced scorecard-driven enterprise or just beginning to think about CX, the most important thing to do is to start actively listening and measuring your customers’ feedback. Pooya Pourak is the Director of Sales & Marketing Operations at PeopleMetrics. What gets measured gets done.

CEM 122

CEM Customer Experience VOC Government 122

Totango

NOVEMBER 25, 2020

These data sources are aggregated into a scorecard that shows the state of your client base, where they are in the customer journey, whether they are using your products, how engaged they are, and if they are willing to recommend your business to others. . Sales history. What Goes Into a Real-Time Customer 360 View? Financial data.

Net Promoter Score 112

Net Promoter Score NPS CRM Scorecard 112

ClearAction

MAY 31, 2015

For example, Marketing and Sales alignment seems like a natural, but there are different time horizons in play for these two groups, along with differing skill sets and deliverables that are not always perceived by the other party to be well appreciated or supported. Employee Engagement in Balanced Scorecards.

Customer Experience Management 100

Customer Experience Management CXM Customer Experience Scorecard 100

Totango

DECEMBER 15, 2020

During the purchase stage, success can mean that your sales copy persuades customers of the value of your product or service and that they enjoy a smooth experience of your payment process. During the onboarding stage, success can mean that new customers find it easy to start using your product or service.

Scorecard 117

Scorecard Technology Technology Customer Relationship 117

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

CX 121

CX Customer Experience Education Machine Learning 121

Help Scout

JULY 20, 2021

Many companies take a sales-oriented approach. Having a deeper, more dynamic customer relationship can result in a 20% increase in sales and in your bottom line. Sales scorecards : a rubric that sales teams can use to rate how effective or ineffective specific sales calls were. Which features are they using?

Start-ups 145

Start-ups Scorecard Sales Outlook 145

Totango

DECEMBER 10, 2020

Marketing teams handled initial evaluations, sales teams worked through purchases, professional services onboarded new clients , support teams aided product usage, and account management leveraged renewals. Define What Success Is and Manage a Scorecard: Record customer goals and metrics that capture value.

Scorecard 72

Scorecard Customer Loyalty Sales Customer Journey Map 72

Customer Experience Matrix

NOVEMBER 14, 2016

Maybe it's me, but the show seemed to lack some of its usual self-congratulatory excitement: for example, CEO Brian Halligan didn’t present the familiar company scorecard touting growth in customers and revenues. (A HubSpot held its annual INBOUND conference in Boston last week.

CRM 0

CRM Scorecard Sales Innovation 0

ClientSuccess

JANUARY 19, 2021

From the minute the account is handed off to a CSM from sales to their ongoing renewals or eventual termination, the customer journey encompasses every step of the processes and workflows along the way. From growth adoption scorecards to prospective renewals, dashboards are the best way to keep everyone on track across your organization.

Scorecard 69

Scorecard Customer Relationship CRM Sales 69

Totango

MARCH 23, 2021

Today’s concept of the customer journey takes a customer-centered perspective that unifies the pre-sales (buyer) and post-sales (customer) experience of your brand into a single lifecycle. You will find this easier if you use a software tool designed for the task. Map out Your Customer Journey Visually.

Customer Journey Map 93

Customer Journey Map Scorecard Sales Customer Expectations 93

1 to 1

APRIL 10, 2025

For B2B companies, the complexity of sales cycles, long-term contracts, and multiple decision-makers makes it imperative to align CX strategy with overall business objectives. Sales Conversion Rates Tracks how improved CX increases deal closures. First Response & Resolution Time Shows service effectiveness and issue resolution.

B2B 26

B2B CX CX Transformation Net Promoter Score 26

Gainsight

JULY 2, 2019

By putting your customers at the center of your business with shared insights, your Sales, Support, Finance, and other teams will have the opportunity to collaborate using customer data displayed right from the account and opportunity forms. Gainsight has created a framework for getting your entire company aligned around customer success.

Customer Experience 70

Customer Experience Scorecard Finance Touchpoint 70

Totango

JULY 30, 2021

However, it then goes several steps further by helping companies act on that data to drive customer retention and growth, and foster ongoing customer value after the sale. . Similar to BI tools, CS software collects data from multiple platforms into one place to provide a full 360-degree customer view.

Scorecard 78

Scorecard Gaming Start-ups Customer Retention 78

Callminer

SEPTEMBER 5, 2017

With a unique blend of marketing and communications experience coupled with a background in behavioral and situational analysis, she brings metrics-driven results and the ability to focus sales and marketing efforts in a direction that offers the highest potential for long-term, sustainable growth. Lindsey Brown. PortCity_Comm. helpdesksales.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Gainsight

OCTOBER 22, 2020

An excellent tool for assessing risk is your customer success platform’s health scorecard. Some examples of measures we see commonly included in Scorecards are: Engagement frequency, including executive engagement. Support tickets (number of opened tickets and priority). Customer sentiment (e.g. NPS, CSAT). CSM assessment .

Scorecard 59

Scorecard Customer Acquisition NPS Customer Retention 59

Totango

JANUARY 29, 2021

Initiate handover from sales to customer success team and gather relevant data. KPI Scorecards are built into a comprehensive dashboard to enable easy monitoring of progress across all customers by journey stage, customer success manager, and more. Obstacles to success can emerge at any stage in the customer journey.

Scorecard 85

Scorecard NPS Gaming Customer Experience 85

ClearAction

MARCH 22, 2024

5 Comparisons of the 2 Models (Coaching, Scorecard, Defining the Field of Play, Specifying Roles & Rules, Aligning Systems & Data) A) Better Coaching Problems discussed in the 2024 CX conference: — “No single ‘throat to choke’ accountable for the many points of failure, friction, leakage.”

Sports 62

Sports CX Scorecard Touchpoint 62

Totango

APRIL 5, 2019

In the customer-centered approach to business , enterprises are no longer defined by sales and renewals. It generates insight into customer behavior by distilling comprehensive customer data into easy-to-read customer scorecards and health indicators that can be viewed across segments. Let’s take a closer look at each metric.

Scorecard 77

Scorecard Actionable Insights Education Customer Satisfaction 77

Gainsight

SEPTEMBER 21, 2020

The second step was aligning the scorecard with a single tool, Gainsight Scorecards. Everyone knows that customer’s NPS scorecards work as a proxy for adoption and value. These are indeed part of the foundation for incredible customer success organizations and provides superior outcomes for customers and partners.

Scorecard 52

Scorecard Manufacturing Government Innovation 52

Gainsight

MARCH 31, 2020

In addition, 60–70% of sales leaders polled are reporting delayed sales cycles. Moderate Win: Expose the data to Sales and other stakeholders in your CRM. Create a simple health score measure that is based on the sentiment logged by CSMs or Sales teammates. Business category from the above. Annual “Recurring” Revenue.

E-commerce 85

E-commerce CRM NPS Scorecard 85

Customer Experience Matrix

AUGUST 30, 2007

At a minimum, a balanced scorecard would include measures related to those areas when they were highlighted as strategic. Same for product testing and cross-sales promotions. The results will nearly always be measured in terms of sales results, exactly as you measure advertising effectiveness.

Scorecard 48

Scorecard Retail Sales 48

Gainsight

JUNE 29, 2020

As your customer-facing team matures and scales, Gainsight’s Scorecard incorporates qualitative/CSM and quantitative inputs into a dynamic, actionable Health Score. Our Scorecard can be modeled at a location, geography, product or service-level, which is incredibly important to support the complex relationships managed by HealthIT companies.

Healthcare 52

Healthcare Scorecard Close the Loop Start-ups 52

Totango

NOVEMBER 19, 2019

In a customer-centered economy, the bulk of customer value is captured throughout the lifetime of a customer relationship rather than at a single sales event. While sales is still vital , retention and growth have become the primary goal of the customer success team. Totango Scorecards). Leverage the Customer’s Health Score.

Scorecard 64

Scorecard Finance Touchpoint Start-ups 64

Gainsight

JULY 15, 2022

As the era of “cheap money” comes to a close, many SaaS leaders are acting swiftly and decisively as they plan for accompanying declines in new-customer sales. In the world of B2B SaaS, when the going gets tough (anemic sales), the tough get going by accelerating their adoption of Customer Success (CS). Start With the Essentials.

Customer Acquisition 59

Customer Acquisition Scorecard B2B Sales 59

Zendesk

DECEMBER 30, 2020

Set the business metrics that matter most to you in your balanced scorecard and the ArenaCX software will instantly route incoming tickets to the team or agent who best handles that type of ticket. Sales Database App (Support) makes your external sales database available to your agents in the Zendesk Support interface.

Artificial Intelligence 65

Artificial Intelligence Scorecard Contact Center Gaming 65