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Strategic Initiative KPIs: Four Measurement Layers, and Why Layer One Can Be Green While the Initiative Fails
An initiative delivered on time, on budget, and in full can still be worthless. Delivery is the one layer that can be perfect while nothing... Read more
Mastering the Art of Handling Escalated Calls: An Important Customer Success KPI
Introduction In customer success, escalated calls are not merely challenges but rather opportunities to strengthen relationships and deliver exceptional experiences.…
Bastin Gerald
Insights Into an Average Tickets Per Customer KPI
Introduction Understanding customer behavior and preferences is paramount in the ever-evolving world of customer-centric businesses. The average number of tickets…
Bastin Gerald
What is Decision-Making? Why is it Important for Business Success?
Decision-making in business is the process of choosing the best course of action to achieve organizational goals across operations, finance,…
Bastin Gerald
Customer Retention and Satisfaction with Webinars
In the current business world, the customer is king. Many companies lose millions of potential revenues due to customer churn.…
Bastin Gerald
4 Real-World Examples of Change Strategy
What do all successful companies and organizations have in common? The ability to develop and pivot their strategies for significant…
Bastin Gerald
Customer Effort Score: Measure, Calculate and Enhance Customer Experience
Introduction Delivering exceptional customer experiences can help you attain paramount success. One effective metric that helps organizations gauge the ease…
Bastin Gerald
Webinar Metrics for Engagement and Interaction
Webinars are excellent and budget-friendly tools to drive business growth through lead generation. In fact, about 73% of sales and…
Bastin Gerald
Social Share Metrics: Definition and Examples
Social media has evolved from mere buzzwords to essential aspects of our everyday lives. It provides marketers with the opportunity…
Bastin Gerald
Five Tips for Increasing Your Webinar Registration and Attendance
Conducting webinars is a great strategy to connect to your audience, but only if you have an audience that registers.…
Bastin Gerald
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