Tag: csat

Analytics & Data

11 Top Customer Service Metrics to Measure

March 25, 2024

Via: CMSWire

Understanding customer needs and expectations is a necessity, yet it still remains a challenge for many organizations. In fact, less than 1 in 5 organizations say they understand their customers well, according to CMSWire’s State of Digital Customer Experience report. […]

Analytics & Data

Customer Journey Analytics Basics for Better CX

February 9, 2023

Via: CMSWire

By analyzing the right customer journey analytics, businesses can identify pain points and areas for improvement, as well as optimize their marketing and sales efforts. It’s crucial to use analytics to understand the customer journey in terms of contingencies, said […]


Making Customer Surveys Count in the B2B, Industrial Worlds

July 29, 2022

Via: CMSWire

If you read my columns here, you’ll note I focus a lot on consumer insights and customer experience (CX) approaches. But guess what? CX and CSAT can be just as important for B2B or industrial sales. Here’s why: When Customer […]


Which KPIs Are Right to Measure Your Customer Experience?

October 16, 2020

Via: CMSWire

Customer experience practitioners can choose from a wide variety of key performance indicators to determine the success (or lack thereof) of their efforts. So how can they determine which of these measurements are the most useful for their business? Define […]