CSAT.AI

SEPTEMBER 29, 2022

As we’ve stated CSAT and NPS are two often talked about (and argued about) metrics. Let’s go deeper into a few more customer success metrics. The following KPIs help you plan your strategy and monitor your revenue and costs of customer success. Customer Health Score (CHS).

Sentiment Analysis 106

Sentiment Analysis B2B B2C Customer Acquisition 106

C3Centricity

JULY 27, 2021

I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty. During this time, I have seen some great successes and some tragic failures in trying to make customers Raving Fans.

B2C 71

B2C Customer Acquisition B2B Customer Satisfaction 71

Zendesk

MAY 19, 2022

These accounts contain important information about the customer, including purchases, interactions, contact information, and preferences. Business-to-business (B2B). Business-to-business (B2B) refers to sales that happen between one business and another. Customer acquisition cost (CAC). Net Promoter Score® (NPS).

Sales 98

Sales Non-Profits B2C CRM 98

Beyond Philosophy

JUNE 20, 2015

This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) The second, a B2B example, involves a major business services firm. Critically, in both B2B and B2C performance measurement, there is little evidence of flatlining.

B2C 103

B2C B2B Entertainment Customer Acquisition 103

Waypoint Group

JUNE 30, 2022

Perhaps you send an NPS survey and you gain a 10% response rate, and out of those responses you find 20% of those are “promoters.” Would you be able to expand an account faster if the customer journey was smoother? Would Customer Acquisition Cost decline? In B2B Marketing you must ACTIVATE your advocates.

NPS 52

NPS Customer Acquisition B2B Sales 52

Zendesk

NOVEMBER 1, 2021

Typically, different metrics are used to gauge the quality of customer experience and customer success. CX is evaluated using customer satisfaction score (CSAT), Net Promoter Score® (NPS), customer acquisition rate, and conversion rate.

Customer Experience 98

Customer Experience Net Promoter Score Touchpoint CRM 98

SurveySensum

DECEMBER 28, 2020

The CX program consists of business-led metrics like revenue, churn rate, new customer acquisitions, customer acquisition cost. VOC, on the other hand, is mostly connected with the customer metrics, like ‘Hey, you know, are my customers happy?’ What is my overall NPS score?’ ‘Are

VOC 98

VOC B2C Social Media Voice of the Customer 98