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CustomerThink
Editor’s Pick
Engagement
Digital Marketing
Sales Performance
Service and Support
Social Business
Experience
Customer Journey
Customer Loyalty
Customer Strategy
Omnichannel
Personalization
Voice of Customer
Technology
Contact Center
Customer Analytics
Leadership
Chief Customer Officer
Employee Engagement
Innovation
Performance Metrics
Content Type
Article
Column
Blog
Interview
Think Tank
News
Authors
Top Authors
Top Authors by Topic
Advisors
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Home
Leadership
Performance Metrics
Page 57
Performance Metrics
Stop Basing Your Probability Of Winning Based On Where You Are In The Pipeline!
Dave Brock
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February 26, 2013
Contact Center Metrics: AHT is Out, FCR is In (But Not Enough!)
Bill Price
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February 26, 2013
Bonuses, incentives and pay for performance
Mitchell Goozé
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February 25, 2013
Metrics for Smart Content Management – Metric #5 – Navigation to Content Score (NCS)
Phil Kemelor
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February 21, 2013
Do we really need performance management?
John Wenger
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February 21, 2013
Metrics can tell you what, who, and how, but not why. And why is all that matters.
Kristin Zhivago
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February 20, 2013
Stop the Net Promoter Madness!
Peter Leppik
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February 18, 2013
Cost per lead is irrelevant (and this is why)
Matt Heinz
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February 18, 2013
What Does Online Social Exposure Really Mean in Tangible Terms? Shouldn’t We Be Able to Answer the Question: ‘Where’s...
Michael Lowenstein
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February 18, 2013
Why Measurement Doesn’t Matter : A Guide for Confused, Annoyed, or Disappointed Decision-Makers
Gary Angel
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February 16, 2013
Are Corporate Customer Experience Intentions Overwhelmed By Senior Exec Risk Aversion And Other Roadblocks? Can That Be Changed?
Michael Lowenstein
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February 13, 2013
The hidden key to reducing customer churn in Insurance? Reduce your customers’ effort
Keith Pearce
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February 8, 2013
Citizen Satisfaction on the Rise for Federal Government – Better Websites Spur Increase
Tricia Morris
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February 7, 2013
Selling is a Numbers Game – Is the Important Getting Measured?
Dick Wooden
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February 7, 2013
2013’s New Need-to-Know Online Customer Service Statistics
Tricia Morris
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January 31, 2013
What is Customer Loyalty? Part 2: A Customer Loyalty Measurement Framework
Bob Hayes
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January 30, 2013
Why Measurement Matters
Dave Birckhead
-
January 29, 2013
How to Calculate the ROI of Your Online Community
Joshua Paul
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January 29, 2013
Are We Asking the Right Questions?
Emily R. Coleman
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January 28, 2013
Don’t Get Hung-up on Hold Times
Richard Shapiro
-
January 24, 2013
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