If you’re an eCommerce marketer, by now, you’ve read countless articles and studies about how eCommerce sales are skyrocketing, and nearly every person is now a potential customer. You’re either looking to take advantage of that new potential or trying to ensure you hang on to (and grow) your piece of this bigger pie. Marketing is the answer to both because it helps you reach new eyeballs while also re-engaging with loyal customers ready to buy again.

Customer Satisfaction Score (CSAT) is the oldest and most widely used customer satisfaction KPIs. It’s also one of the most popular north-star metrics amongst support teams. As with all metrics, it’s not without its complications. One is how to put the score into perspective. Is a CSAT of 80% good or bad? Zendesk and ACSI have great benchmarking reports that can help with this. But, there’s a complication that’s often overlooked.

Customer support is a vital aspect of business in any industry - it’s how you address questions and concerns and resolve problems so customers continue using your product or service. Yet many customers dislike contacting support. A Statista survey found that 60% of respondents worry about long hold times, and 59% are concerned they will be transferred to different departments and have to continually repeat their problem.

Felix Starzer, Head of Customer Care at Staffbase tells us how he uses dashboards to motivate and inspire his team to provide the best customer service going. The team endeavour to go above and beyond and as a result, always exceed their CSAT goal.

Jesper Rosenkrantz, Head of Support at Capture One talks us through using Geckoboard dashboards to help navigate busier product launch periods and bring visibility to the Support team work throughout the rest of the organization.

Reducing churn is a significant concern for businesses. Gartner reports that customer retention is a top challenge for 34% of technology product marketers. But the key to increasing retention is more than offering discounts or addressing problems after they arise. It’s about building a replicable customer success strategy that team members can use in current and future customer interactions.

How do you measure performance for a real estate business? This question may seem straightforward, but it’s not always easy to know which real estate metrics you should prioritize. While the exact KPIs will vary from company to company, there are guidelines you can use to help identify which metrics are the most relevant for your business and goals.

We chatted with Kristian Marquez, Managing Director of Finstrat Management who took us through how he built a business around surfacing and optimizing SaaS metrics. He’s helped scores of clients gain investment, grow their business and better understand their opportunities - all through visualizing important financial metrics.

Companies today have data constantly coming at them from all sides, from product usage information to customer support queries to budget and revenue data. It’s impossible to take in everything at once, and if you try, important information might slip through the cracks. By defining KPIs for your company and team, you can transform the constant stream of information into something actionable.