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.

That approach to metrics and budgets is dangerous because channel-centric ... forms of value that determine the health and wellbeing of the firm: Employee value, customer value, supplier value, ...

“Metrics provide a means to monitor progress ... Mead notes that he frequently sees clients failing to allot sufficient time for transformative changes to settle into place.

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.

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.

I align our success metrics with the specific business goals unique to each client. I leverage audience reach, sentiment shifts and competitive positioning data to showcase PR’s impact beyond ...

Meeting productivity metrics within a law firm is vital. Employees must meet their productivity metrics for a law firm to ...

market expansion or customer satisfaction. Organizations must treat DEI metrics as rigorously as other business performance indicators. (For more information, check out this episode of "What's the ...

A successful service desk is driven by SLAs (service level agreements) or some other metrics, DiCostanzo said ... how long before the MSP responds to a customer request for service, how long ...