Consumers have more choices than ever when it comes to online shopping. Providing seamless last-mile delivery experiences to ...

Unlock smarter tech decisions! Ian Charles Philips reveals how "observability" bridges the gap between technical data and ...

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.

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

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.

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.

Voice AI is rapidly reshaping customer service and contact centers, ushering in a new era of 24/7 efficiency, personalization, security and scalability. After decades of working in the ...

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.

And if you're not watching your customers, someone else—probably your competition—is. One way to understand customer metrics is to compare it to driving your car. When you're behind the wheel, there's ...

Reverse-engineer success. Reverse-engineering customer success by analyzing what already works allows for clearer, more impactful goals and strategies. Focus on metrics. Shift focus to actionable ...

PrimeRx, a leading provider of pharmacy management technology, proudly announces that it has been awarded the Silver Stevie Award in the Customer Center Category at the 19th annual Stevie Awards for ...