Intercom, Inc.
DECEMBER 8, 2020
But with so much data to consider, how can you define the help desk metrics that matter for your team? This can empower teams to take strategic action to improve their overall support experience for customers. This metric represents the average amount of time it takes your customer support team to settle a case once it’s opened.
OPEXEngine
MARCH 9, 2022
How can Finance and Engineering management work together to diagnose weak areas, and shift R&D resources to produce better outcomes for the company? For over a decade, we have been benchmarking R&D expenses and headcounts. We set the stage for the conversation by sharing OPEXEngine benchmarks for R&D spend.
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ChurnZero
OCTOBER 15, 2021
During one of our BIG RYG Hyper-Workshops on budgeting for Customer Success headcount, Kristen Hayer of The Success League, framed this shift by explaining that as a CS leader, you’re not running a happiness team, you’re running a revenue team. Your team will start to get pushed on the money side of things.
OpenView Labs
JUNE 10, 2019
For proof, might I suggest the classic post Good Product Manager/Bad Product Manager , which presents a very different vision for the role of product manager than most of us have today). They know the immense value of user input and customer development. Team Alignment. Team Alignment. Table of Contents. Best Practices.
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
JANUARY 31, 2023
Luckily, most developers find it easy to integrate Stripe with most other software (however, you have to pay for each software separately). You’ll be able to manage all aspects of the payment lifecycle from your FastSpring dashboard without adding extra software or headcount. Stop bad actors before a transaction is even processed.
Sales Hacker
NOVEMBER 14, 2019
At the forefront of this change is what we at Engagio call, Account-Based Everything (ABE), some people know it as Account-Based Sales Development (ABSD), and others call it Account-Based Marketing (ABM). We’re going to look at what data you need to develop an account targeting strategy and where to get that data. In Summary.
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