Using marketing principles for internal customer service improvement of support teams such as operational communications, human resources and information technology.
What Are Your Next Steps in Customer Success?Totango
Totango CMO, Jill Rubin, and PwC Head of Service & Customer Success Practice, Dave Yoffie, discuss how you can set up programs to maximize value and impact for your customers.
White Dog Consulting Project: This was a project for a major utility preparing for deregulation by marketing its own deregulated division prior to the laws going into effect. This projects goal was to generate response and capture ‘genuine’ interest in Company’s solutions, Company will offer an incentive to qualified/targeted prospects via personalized email, SEO/SEM offers, and prospecting calls - James Newbill
In 2019, organizations are still struggling to prove the value of their Customer Experience (CX) efforts. Learn how you can build an effective Voice of the Customer program and quantify the business impact.
What Are Your Next Steps in Customer Success?Totango
Totango CMO, Jill Rubin, and PwC Head of Service & Customer Success Practice, Dave Yoffie, discuss how you can set up programs to maximize value and impact for your customers.
White Dog Consulting Project: This was a project for a major utility preparing for deregulation by marketing its own deregulated division prior to the laws going into effect. This projects goal was to generate response and capture ‘genuine’ interest in Company’s solutions, Company will offer an incentive to qualified/targeted prospects via personalized email, SEO/SEM offers, and prospecting calls - James Newbill
In 2019, organizations are still struggling to prove the value of their Customer Experience (CX) efforts. Learn how you can build an effective Voice of the Customer program and quantify the business impact.
How Slack Drives Change Management, a Totango webinarTotango
Change is hard, particularly when you are changing the behavior of employees. But Slack has done an unbelievable job in changing the way people work - making it really easy to communicate and collaborate in real time. They have grown to over 6 million daily active users in a few short years since inception. What's their secret?
Rav Dhaliwal, Slack's EMEA Head of Customer Success, gives an encore presentation from Customer Success Summit 2017.
Being the 3rd customer success team member ever hired at Slack, Rav will share Slack's winning approach to driving change and growing adoption. Their method involves 4 phases that are designed to ultimately support a new way of working.
Do you have a product or service that requires change management? Or are you simply impressed by Slack's remarkable growth? Download the webinar presentation and watch the replay!
In this e-book, you'll find tips for hiring the right people into your customer success organization, including the traits your customer success managers should have, interview questions to help you test for those traits, and a sample job posting.
As an independent provider of Speech Analytics technology, Business Systems offers a unique perspective having seen a lot of implementations over the last few years spanning many different technologies, some have gone exceptionally well and some have been a little more challenging.
Best Practices in Quality Assurance Using Speech AnalyticsCallFinder
While call center quality assurance (QA) has traditionally focused on monitoring and improving internal agent quality and compliance, solutions have been expanded to help uncover valuable insights to improve business operations and customer satisfaction. Monitoring the voice of your customers to measure and improve quality assurance standards will help you extract customer insights to leverage and use to change customer service processes, quality assurance standards, and more to improve their experiences. Most recently, analytics can be leveraged to automate the QA process and make it more objective and accurate.
Customer Experience is an evolution within many organizations. To improve your execution you need viable strategies which can enhance your operations from an interaction perspective. This will give you powerful insight and analytics to engage your customers differently and drive a seamless experience.
In the past decade, the HR function has undergone a significant transformation. It has evolved from being a support function to a strategic business driver. Modern day HR’s can leverage plethora of data that to manage Employee Engagement. This presentation provides a sneak peak in to the key deliverables of BRIDGEi2i’s Employee Engagement Analytics Solution - EmPOWER
Customer Service Call Center Benchmark StudyChris Scafario
This presentation highlights some best practice players in the world of customer service and call center management; from first time resolution to order up sells. It also goes on to perform a rather organizationally specific gap analysis complete with actions steps designed to support a journey of continuous improvement.
10 Pragmatic Guidelines to Inspire Trust in Your Accounting Firm During COVID...Aggregage
The accounting profession has been moving from transactional to advisory work. Advisory work is based on relationships and an ongoing dialogue. The pandemic has forced many firms into a remote environment. The implicit trust of a face-to-face interaction is gone. So how do you rebuild or reproduce that trust - something that is key to a relationship - in a remote environment? Can it be done? And if so, how do you best execute?
Join Javier Goldin, Managing Partner at the Goldin Group, LLC, for this enlightening discussion on the elements of engendering trust. In this webinar you will learn:
• How important are face to face relationships for an accounting firm?
• What are the important elements of a relationship in a remote environment?
• How to engender trust with prospective client in a remote environment
• How to maintain an environment of trust with ongoing clients
A critical guide to selecting metrics to define a data-driven customer success strategy. Here is the table of contents:
- Metrics are for Decisions
- The Nature of Metrics
- Metrics Can Be Difficult
- Customer Success Metrics
Customer Lifetime Value (CLV)
Customer Churn Rate
Net Promoter Score (NPS)
Customer Health Score
Support Ticket Volume
Customer Log-in Counts Customer Acquisition Cost (CAC)
Product Activity Score
CSM Subjective Score
Customer Newsletter CTR
Background Signals
The What, How, Now Model to Building a Customer Feedback Programstephchristensen15
Want to improve you CX< CSat or VoC program? Join us as we review a 6-step model covering what to measure, how to measure it and what you can do now to take it all to the next level.
The Economic Value of Customer Success for Enterprise SaaS CompaniesGainsight
Guest presenter Kate Leggett, Principal Analyst from Forrester Research, shares The Economic Value of Customer Success. In this presentation she goes into the real economic and monetary impact that having a Customer Success focus brings to a Subscription business like Enterprise SaaS.
In fact, the most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
Remember the old days when all of our cost cutting activities were done without talking to the customer first? Remember when we accidentally cut out important processes that hurt our customers? One day I hope we can all say, "Yes, I remember those days." Before your next Lean exercise we need to talk about what your customer wants to buy from you!!!
Customer Expectation Management, the 21st Century Value Chain, and examples of companies that are leveraging the Value Chain for exemplar business success.
How Slack Drives Change Management, a Totango webinarTotango
Change is hard, particularly when you are changing the behavior of employees. But Slack has done an unbelievable job in changing the way people work - making it really easy to communicate and collaborate in real time. They have grown to over 6 million daily active users in a few short years since inception. What's their secret?
Rav Dhaliwal, Slack's EMEA Head of Customer Success, gives an encore presentation from Customer Success Summit 2017.
Being the 3rd customer success team member ever hired at Slack, Rav will share Slack's winning approach to driving change and growing adoption. Their method involves 4 phases that are designed to ultimately support a new way of working.
Do you have a product or service that requires change management? Or are you simply impressed by Slack's remarkable growth? Download the webinar presentation and watch the replay!
In this e-book, you'll find tips for hiring the right people into your customer success organization, including the traits your customer success managers should have, interview questions to help you test for those traits, and a sample job posting.
As an independent provider of Speech Analytics technology, Business Systems offers a unique perspective having seen a lot of implementations over the last few years spanning many different technologies, some have gone exceptionally well and some have been a little more challenging.
Best Practices in Quality Assurance Using Speech AnalyticsCallFinder
While call center quality assurance (QA) has traditionally focused on monitoring and improving internal agent quality and compliance, solutions have been expanded to help uncover valuable insights to improve business operations and customer satisfaction. Monitoring the voice of your customers to measure and improve quality assurance standards will help you extract customer insights to leverage and use to change customer service processes, quality assurance standards, and more to improve their experiences. Most recently, analytics can be leveraged to automate the QA process and make it more objective and accurate.
Customer Experience is an evolution within many organizations. To improve your execution you need viable strategies which can enhance your operations from an interaction perspective. This will give you powerful insight and analytics to engage your customers differently and drive a seamless experience.
In the past decade, the HR function has undergone a significant transformation. It has evolved from being a support function to a strategic business driver. Modern day HR’s can leverage plethora of data that to manage Employee Engagement. This presentation provides a sneak peak in to the key deliverables of BRIDGEi2i’s Employee Engagement Analytics Solution - EmPOWER
Customer Service Call Center Benchmark StudyChris Scafario
This presentation highlights some best practice players in the world of customer service and call center management; from first time resolution to order up sells. It also goes on to perform a rather organizationally specific gap analysis complete with actions steps designed to support a journey of continuous improvement.
10 Pragmatic Guidelines to Inspire Trust in Your Accounting Firm During COVID...Aggregage
The accounting profession has been moving from transactional to advisory work. Advisory work is based on relationships and an ongoing dialogue. The pandemic has forced many firms into a remote environment. The implicit trust of a face-to-face interaction is gone. So how do you rebuild or reproduce that trust - something that is key to a relationship - in a remote environment? Can it be done? And if so, how do you best execute?
Join Javier Goldin, Managing Partner at the Goldin Group, LLC, for this enlightening discussion on the elements of engendering trust. In this webinar you will learn:
• How important are face to face relationships for an accounting firm?
• What are the important elements of a relationship in a remote environment?
• How to engender trust with prospective client in a remote environment
• How to maintain an environment of trust with ongoing clients
A critical guide to selecting metrics to define a data-driven customer success strategy. Here is the table of contents:
- Metrics are for Decisions
- The Nature of Metrics
- Metrics Can Be Difficult
- Customer Success Metrics
Customer Lifetime Value (CLV)
Customer Churn Rate
Net Promoter Score (NPS)
Customer Health Score
Support Ticket Volume
Customer Log-in Counts Customer Acquisition Cost (CAC)
Product Activity Score
CSM Subjective Score
Customer Newsletter CTR
Background Signals
The What, How, Now Model to Building a Customer Feedback Programstephchristensen15
Want to improve you CX< CSat or VoC program? Join us as we review a 6-step model covering what to measure, how to measure it and what you can do now to take it all to the next level.
The Economic Value of Customer Success for Enterprise SaaS CompaniesGainsight
Guest presenter Kate Leggett, Principal Analyst from Forrester Research, shares The Economic Value of Customer Success. In this presentation she goes into the real economic and monetary impact that having a Customer Success focus brings to a Subscription business like Enterprise SaaS.
In fact, the most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
Remember the old days when all of our cost cutting activities were done without talking to the customer first? Remember when we accidentally cut out important processes that hurt our customers? One day I hope we can all say, "Yes, I remember those days." Before your next Lean exercise we need to talk about what your customer wants to buy from you!!!
Customer Expectation Management, the 21st Century Value Chain, and examples of companies that are leveraging the Value Chain for exemplar business success.
We explore new techniques for selecting and tracking value-driven KPIs. The ResultsPositive team has years of experience building custom dashboards that emphasize and leverage key business metrics. These “business value dashboard” solutions can solve pressing visibility and workflow challenges, illuminating new opportunities for improvement. Enable informed decision making with unfettered insight and visualization into your ongoing business processes. By using the data you’ve already collected, you can create a more productive pipeline. In this webinar we will be presenting:
Overview of how business value dashboards consolidate and surface key metrics.
Customer Examples of successfully implemented dashboards:
Large Utility Corporation – Network and Distribution Dashboard
One of America’s largest food companies and leading distributors – Realtime distribution center status
ResultsPositive’s BVD-specific offerings and best practices.
apidays LIVE London 2021 - Productization of APIs by Jay Dembani, Avalaraapidays
apidays LIVE London 2021 - Reaching Maximum Potential in Banking & Insurance with API Mindset
October 27 & 28, 2021
Banking APIs and Fintech Ecosystems
Productization of APIs
Jay Dembani, Sr. Product Manager at Avalara
As a product manager specialize in monetization for software, I like to share my concepts and techniques with my colleagues to help them understand my approach.
Webinar: Reliable AI-Powered Lead Profiling for your Dynamics 365 CRMAPPSeCONNECT
Generating leads is perhaps the number 1 priority for any business. But what happens when profiling them becomes the most tedious task of all that results in churn?
With this question in mind, APPSeCONNECT has organized a webinar that will talk about the power of Lead Profiling Automation and how it is designed to revolutionize the process for businesses. The webinar will address the challenges associated with manual lead profiling and provide insights into how organizations can leverage automation to identify and prioritize high-quality leads effectively. The webinar is tailored to showcase the importance of automated and streamlined lead profiling, that enables personalized sales strategies and improve conversion rates for driving sustainable growth.
Using the Right Content Strategy to Create a Personalized Digital ExperiencePerficient, Inc.
Content is much more than just static website copy - it's articles, blog posts, comments, video, audio, images and infographics. Content created to fuel a personalized experience represents only one aspect of an overall view of the customer. It's imperative for marketers to resonate with their target demographics by creating relevant content to help build relationships with existing and potential customers.
Creating a strategy for what content type to use where will help you personalize and enrich a user's digital experience. In this slideshare, we walk you through some key content strategies, best practices and ways to create great content to keep your users coming back. We also discuss how tools like Sitecore can help drive the personalized digital experience.
A Step by Step Approach to Actionable Website KPIsUnilytics
Learn How Well Designed KPI’s Immediately Inform How Your Website is Performing. This webinar presents a real world methodology to build relevant KPIs that provide direct feedback on the success of your website and organization.
For more information, visit: http://www.wordstream.com
As anyone who has ever managed a Google AdWords account knows, there are dozens if not hundreds of numbers to track when analyzing your search marketing performance.
Information is good, but information overload is paralyzing, so it’s important to focus on the metrics that provide the most insight into your performance.
In this webinar WordStream Founder Larry Kim and Sam Owen, Account Manager at Hanapin Marketing, show you:
- 8 key PPC metrics, including Quality Score, wasted spend and impression share
- Why these metrics are so important for campaign analysis
- How to quickly find out how your own campaigns are performing
Paul Rouke presentation slides from How-Do's conference 'Speeding Up In A Slowdown' in Liverpool on 4th June 2009. The conference was headlined by Google, and I followed their presentation by talking about the 3 key areas businesses need to focus on to improve their online performance - understanding visitors, measuring performance and testing/optimisation
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
Buy Verified PayPal Account | Buy Google 5 Star Reviewsusawebmarket
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Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
1. Adapted from The Center for Quality of Management, Inc.
5P Framework for Selecting Business Opportunities
DEFINING INTERNAL
CUSTOMER VALUE
Operational Communications Team
2. Adapted from The Center for Quality of Management, Inc.
5P Framework for Selecting Business Opportunities
5P Concept Frame – Delivering Value
to Internal Customers
Product/Service Placement/Audience
Performance Metrics Promotion Vehicle
Value Proposition
3. Adapted from The Center for Quality of Management, Inc.
5P Framework for Selecting Business Opportunities
5P Concept Frame – Delivering Value
to Internal Customers
Product/Service Placement/Audience
Performance Metrics Promotion Vehicle
Value Proposition
Describe your
Product/Service
concept and how it
solves the customer’s
problem
Define performance
metrics and targets –
how will you know if
you have provided the
value?
Describe your plan for
communicating the
value proposition for
this idea to internal
customers
Describe the target
audience (and segments)
and estimate the
frequency of service
Describe your
perceived
advantage over
doing “it”
themselves
4. Adapted from The Center for Quality of Management, Inc.
5P Framework for Selecting Business Opportunities
5P Concept Frame –
Product Code Spreadsheet
Product/Service Placement/Audience
Performance Metrics Promotion
Value Proposition
1. Product Code Spreadsheet 1. Credit Decisioning
2. Document Management
3. Quality Management
4. Planning and Analysis
• Mass e-mail to user group
• Posting on S drive
• Posting in eventual document library
• Rewards for finding validated errors
• % of historical loan programs covered
• % of active loan programs covered
• Turnaround time – delivery timing as a function of
need (2 days after implementation)
• Turnaround time – error correction
• # of error indications received (and timing of
error’s entry)
• # of users accessing / # of programs accessed
To provide a
single source
for accurate
loan program
information.
5. Adapted from The Center for Quality of Management, Inc.
5P Framework for Selecting Business Opportunities
5P Concept Frame –
Online Reference Manual
Products Placement/Audience
Performance Metrics Promotional Vehicles
To create a consistent
and standardized source
of on-the-job information
for Client Services.
1. Online Manual
• Reference Materials
• Portal to other Applications
• Archives
• Online version of TIPS
1. Customer Service
2. Borrower Services
3. Lender Services
4. Vendor Services
• Online
• Easy accessibility
• Updated daily; no two
week delay
• Periodic handouts when new
features are delivered
• # of hits per pages
• Decrease in call time
• Decrease in number of key
strokes and clicks
• Accuracy
6. Adapted from The Center for Quality of Management, Inc.
5P Framework for Selecting Business Opportunities
5P Concept Frame –
Online Reference Manual
Products Placement/Audience
Performance Metrics Promotional Vehicles
To create a consistent
and standardized source
of on-the-job information
for Client Services.
1. Online Manual
• Reference Materials
• Portal to other Applications
• Archives
• Online version of TIPS
1. Customer Service
2. Borrower Services
3. Lender Services
4. Vendor Services
• Online
• Easy accessibility
• Updated daily; no two
week delay
• Periodic handouts when new
features are delivered
• # of hits per pages
• Decrease in call time
• Decrease in number of key
strokes and clicks
• Accuracy