Benchmarks Education Underperforming Technical Team 
ChurnZero
SEPTEMBER 8, 2022
Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. Customer education was designed with CSMs in mind to automate their repetitive processes and create a way for customers to self-serve their basic needs so that CSMs can do their jobs better. How CSMs play a role in customer education.
Intercom, Inc.
OCTOBER 26, 2018
Many organizations create customer success teams but there’s no clear definition as to how these teams develop long-term value for both the customer and the business. Some sales teams consider a customer success manager as the post-sale counterpart of an account executive. The role of customer success teams.
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Intercom, Inc.
JANUARY 31, 2019
And as the organization grows, the work involved to get teams aligned on who you’re selling to and how you’re selling is not something to be taken for granted either. Ambient Strategy founder and CEO April Dunford on the symptoms of weak positioning. When you’re a small team, your time is everything. Speed is everything.
Intercom, Inc.
MAY 19, 2022
With the 2022 Customer Service Quality Benchmark Report , we wanted to look deeper than individual metrics. Here are a few key takeaways: An Internal Quality Score offers a more holistic view of an agent’s strengths and opportunities for growth and helps organizations gain insight into their teams’ work.
FastSpring
MAY 20, 2024
As the VP and General Manager of the Stardock Software division, Brad led his team through this process and has learned some valuable lessons about doing it as strategically and easily as possible. The best way I can describe my job is trying to decide what advice is bad advice,” he told us. And I would say that was bad advice.”
User Pilot
JANUARY 8, 2021
Before we get into what is considered a good NPS score, we have some good news and some bad news. While others like education will score on average around 70. You have to compare your NPS to your industry benchmark as well as your competitors and see where you rank. What Is Considered Good NPS Score, and What Is a Bad NPS Score?
OpenView Labs
MARCH 8, 2021
What Interviewing 600+ Sales Reps Taught Me About Team Building. What’s your biggest weakness? Continuously hiring, managing, and retaining the right team can be incredibly difficult and time consuming—if you don’t have the right tools and processes in place to make it scalable, that is. Conducting interviews. Compensation.
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