When considering customer success software, a smooth and effective implementation is crucial. Here is how to achieve optimal ...

Metrics and Change Management The change management process often requires a company to revisit its positioning platform, brand strategy, customer segmentation and targeting priorities, online-offline ...

Customer experience (CX) is a critical function for any SaaS business. But all too often, CX teams are left to fend for themselves when it comes to tracking critical metrics across the customer base.

This article will tell you about the VoC metrics that you should focus on, and those you may have been ignoring. The term “Voice of Customer” is a term that was coined by Abbie Griffin and John R.

Gupta, Sunil, and Valarie Zeithaml. "Customer Metrics and Their Impact on Financial Performance." Special 25th Anniversary Issue. Marketing Science 25, no. 6 (November–December 2006): 718–739.

However, aside from business-centric metrics such as sales, profit, and ROI that we are all familiar with, another set of KPIs can measure your most important asset of all: customer satisfaction.

For each customer, we started by asking them to clearly articulate all of the reasons and pain points for their signing up. Then, we turned these into metrics. For example, if they told us it was ...

As technology evolves and customer expectations soar, traditional metrics no longer capture the nuances of modern customer interactions. By embracing holistic measurement and leveraging advanced ...