Metrics
Definitions | Key Performance Indicators | Measurement Strategies | Benchmarks
Beyond NPS: Eight Metrics for Support and Success
High Net Promoter Scores as the desired outcome of Support and Customer Success interactions, while positive, is not enough because they it does not connect service delivery excellence with tangible business outcomes.
How to Measure Net Recurring Revenue
Net Recurring Revenue is a comprehensive indicator that reveals the extent to which you are retaining, expanding and growing customer relationship value. Examining the specific underlying elements that contribute to the calculation of Net Recurring Revenue provides the necessary insights to identify the root causes of churn, attrition and contraction. In addition, examining the reasons for revenue growth presents opportunities to embrace and expand practices that encourage expansion of relationship value.
The Tangible Impact of CX and Customer Success
A well-defined CX strategy combined with an effective Customer Success (CS) operating model can yield significant and tangible benefits including retention and expansion of existing relationships and the strengthening of your product and service reputation.
5 Principles for Service Success in 2020 and Beyond
There are many approaches to achieve service success and each company must chart its own unique course. Regardless of the path, there are five principles that all companies must embrace. Every company must have an established CX plan, attainable goals, well-defined service programs, optimized service capabilities and the means to measure and improve performance. These five principles establish the foundation from which to define, execute and achieve tangible, positive service outcomes.
Using Net Recurring Revenue to Identify Customer Service Opportunities and Risks
Net Recurring Revenue is a comprehensive indicator that reveals the extent to which you are retaining, expanding and growing customer relationship value. Examining the specific underlying elements that contribute to the calculation of Net Recurring Revenue provides the necessary insights to identify the root causes of churn, attrition and contraction. In addition, examining the reasons for revenue growth presents opportunities to embrace and expand practices that encourage expansion of relationship value.
Support Imperative: Track and Report Defects
Support Imperative: Track and Report Defects. If a customer took the time to report an issue, Support has the obligation to document this event.
Moving Beyond Industry Average Renewal Performance
Industry average performance is not good enough. To maximize support and maintenance contract revenue you need a clear picture of your current situation or a plan to understand and mitigate attrition.
Support Demand: Problem or Opportunity?
Is it a good thing if customers need support or is this a problem? The need for support is inevitable and communicating with your customers is always a good thing. What distinguishes support as good or bad is based on how you respond and what you learn from each customer interaction.
Time to Resolve (TTR)
Time to Resolution (TTR) is a metric to measure the elapsed time it takes for Support to resolve a case. This article introduces the definition and inputs required to measure TTR.
Optimizing First Contact Resolution (FCR)
There is a point when a contact center has achieved its highest attainable level of resolving cases at first contact. The attainment of this level of FCR does not imply that the contact center has reached some specified FCR rate, only that it has reach a point where it is no longer economical to invest any more time or effort into mitigating inhibitors to increase the FCR rate. This article introduces a method for determining your optimal FCR performance levels.
How Productive is Your Support Organization?
How efficient and effective is your support organization? Do you measure how efficiently staff are handling core support activities? Do you meet or exceed industry performance benchmarks? The process of delivering support is labor intensive and costly. It is imperative that you establish and measure support productivity. Learn How.
Top 10 Practices For Measuring First Contact Resolution
First Contact Resolution (FCR) measures the percent of assisted support cases that are resolved as a result of the initial interaction with a qualified support representative. Resolving cases at first contact will positively impact customer satisfaction and Net Promoter Scores. More importantly a well-defined method for measuring FCR assures that the insights gained from FCR performance will point to meaningful corrective actions to improve support efficiency and effectiveness.
This article introduces The TOP 10 PRACTICES FOR MEASURING FIRST CONTACT RESOLUTION.