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Find the Right Customer Success Platform with our Scorecard Template

Totango

At Totango, we understand the importance of this decision, so we built a Customer Success Platform Evaluation Scorecard to provide you with a customizable template to help you narrow down your search and evaluate platforms against one another based on the factors that are most important to your specific business requirements.

Scorecard 107
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What Is a Balanced Scorecard?

The Squawk Point

What Is a Balanced Scorecard? So What is a Balanced Scorecard? That was an exciting story of corporate corruption and greed, but what has it got to do with balanced scorecards? The post What Is a Balanced Scorecard? Dull but Important. That is not an exciting question. So let me try and give you a compelling answer.

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Beware False Scorecards for B2C Chat

Fonolo

Beware False Scorecards. The temptation to find a scorecard is strong, so beware of stats being cited that seem to fill that role but, on closer inspection, do not. In a way, this is the real battlefront. But, for now, such data is not being shared publicly.

Scorecard 101
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Beware False Scorecards for B2C Chat

Fonolo

Beware False Scorecards. The temptation to find a scorecard is strong, so beware of stats being cited that seem to fill that role but, on closer inspection, do not. In a way, this is the real battlefront. But, for now, such data is not being shared publicly.

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6 Considerations for Building a Purposeful Quality Scorecard

Customer Service Life

In this article, I’ll share six things to consider when creating a quality scorecard. It’s so easy when designing a quality scorecard to jump right into the weeds and begin adding everything about a customer interaction that we think our agents should be doing. It’s about beginning with the end in mind. It’s a waste of time.

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Use Sales Scorecards Because People are Fickle

Customer Think

Brad Bolino provided a link to an Inc Magazine article about the Peter Principle. For their example, the author used salespeople who were promoted to sales managers based on their sales performance, but not because they had any specific skills or capabilities to be effective sales managers. Their sales management performance was poor.

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Your CX Scorecard is Probably Measuring the Wrong Thing

Heart of the Customer

The post Your CX Scorecard is Probably Measuring the Wrong Thing appeared first on Heart of the Customer. In one short sentence, Drucker summarizes what a business – and customer experience (CX) – is all about.