ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. All of a sudden, these dive-and-catch renewals caught up with us because no one was paying attention to the ongoing engagement and health of the customer base. Here’s why.

Customer Success 98

Customer Success NPS Net Promoter Score Metrics 98

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. All of a sudden, these dive-and-catch renewals caught up with us because no one was paying attention to the ongoing engagement and health of the customer base. Here’s why.

Customer Success 97

Customer Success NPS Net Promoter Score Metrics 97

Customer Bliss

MARCH 28, 2018

Be wary of generalized average customer satisfaction scores or generalized average Net Promoter Scores. Invest deeply in listening to your customers, both programmatically and personally, and design your solution with a target in mind. Be excellent for that set of people.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

ClientSuccess

MARCH 20, 2019

In this blog, I will cover the 4 high-level categories of customer success metrics. These categories were developed by 100 of the top customer success leaders during a session at the CS100 Summit —the number one leadership conference for customer success leaders. 4 High-Level Categories of Customer Success Metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Solvvy

SEPTEMBER 25, 2019

So you just got back from a conference and stopped by the trade show booths during that dead time between sessions. Some customer support solutions may even reduce the volume of tickets because customers are easily able to solve their own problems. If you want to know whether your customers are more satisfied, just ask them.

ROI 48

ROI Self Service Technology Net Promoter Score 48

PeopleMetrics

FEBRUARY 4, 2015

Aggregate customer data allows you to spot trends and see the effects of your customer experience efforts on your customer base. It makes “the customer” tangible. (To To further emphasize this effect, one of our customers added stick figures to all of its conference rooms.

Feedback 48

Feedback Customer Experience Net Promoter Score Customer Centricity 48

ChurnZero

OCTOBER 30, 2020

No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. In-product onboarding also affords CSMs more time to focus on the work that makes the greatest customer impact and return on effort. “I The expert panel included Pendo.io

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

Gainsight

JUNE 10, 2021

One of the reasons I LOVE tech conferences, especially as a Product Marketer, is the ability to get a first-hand look at the new innovations and features that are often being launched and demoed from the keynote stage. But, retention isn’t the end game for Customer Success. while identifying which areas can be improved.

Customer Success 52

Customer Success Customer Journeys Management Net Promoter Score 52

Amity

FEBRUARY 18, 2014

What these 3 gears have in common is a focus on proactively managing customer outcomes. In the ‘Land and Maintain’ model, vendors could measure existing customer relationships with customer satisfaction and net promoter scores (NPS). Customer Ops takes over where Sales Ops ends.

B2B 48

B2B Net Promoter Score Conference Sales 48

ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. How to Navigate: Tie the NPS score to an important event defined in your customer journey to help attract as many responses as necessary.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

PeopleMetrics

MAY 12, 2022

In this hotel example, the sample customer is a frequent solo business traveler, married, age 40, in town for a professional conference. Once the customer has converted, the hotel can measure impact through satisfaction surveys , in-person feedback, and add-on purchases. Who is the customer taking this journey?

Customer Journeys 62

Customer Journeys Course Hotels Touchpoint 62

ChurnZero

NOVEMBER 24, 2020

“It’s not them , it’s you ,” says Anna Talerico of Arthur Ventures while handing out some hard truths to Customer Success leaders during her session “ When Customer Success Is a Second-Class Citizen ” at BIG RYG, ChurnZero’s annual Customer Success conference. Understand what’s important to other departments.

Customer Success 59

Customer Success Leadership Net Promoter Score Culture 59

Qualtrics

MARCH 1, 2021

You can run a CSAT survey on something specific, like a purchase or store visit, or use it as a general barometer of how your customers feel about you. NPS (Net Promoter Score). NPS is a one-question metric that captures how willing a customer would be to recommend you to a friend or colleague.

Survey 29

Survey Net Promoter Score NPS Employee Engagement 29

BirdEye

APRIL 7, 2023

Your social media campaigns can help you boost brand awareness, build a loyal customer base, spread information about products and services, generate leads, share social proof, and so much more. And while measuring the impact of a billboard, in-store promotions, or brochure distribution may be challenging, event marketing is different.

Marketing 52

Marketing Social Media Return on Investment Touchpoint 52

SmartKarrot

MAY 1, 2020

As a Customer Success Manager, you will join EMEA team to own a portfolio of Seismic’s Southern European-based accounts in which you will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across the customer base.

Customer Success 10

Customer Success Net Promoter Score Conference NPS 10

ClientSuccess

APRIL 20, 2017

Product & Engineering: A CSM aligned to Product can create focus groups of customers to get feedback on the ROI of certain features, product roadmap items, and answer questions about usage or UI design.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

ProProfs Chat

DECEMBER 23, 2019

Customer experience metrics have penetrated most organizations. But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation. But the real goal of this entire exercise was to offer their customers exceptional experiences.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

Pointillist

JUNE 15, 2018

The answer lies in behavioral segmentation , which allows businesses to divide customers into groups according to their knowledge of, attitude towards, use of, or response to a product, service or brand. Hand-picked related content: 10 Powerful Behavioral Segmentation Methods to Understand Your Customers ].

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

SurveySensum

JULY 14, 2020

Irit Eizips is Chief Customer Officer and CEO at CSM Practice, a global customer success management consulting firm that specializes in the design and implementation of best of breed scalable customer success programs using an optimal combination of strategy, playbooks, and technology. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

JUNE 3, 2022

Paul: As sales moves away from a push model—now customers intuitively know what they want, they start Googling it and they’re buying versus being sold to—how does it change things like contract extensions and upsell opportunities? Do you see some tension evolving between sales and Customer Success teams?

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

Paul: As sales moves away from a push model—now customers intuitively know what they want, they start Googling it and they’re buying versus being sold to—how does it change things like contract extensions and upsell opportunities? Do you see some tension evolving between sales and Customer Success teams?

Customer Success 52

Customer Success B2B Metrics Sales 52

Experience Matters

APRIL 7, 2015

Our consultants have helped customers to achieve successes such as: Recommendation rate driven to 94 percent, 30+ percent increase in NPS®, 90 percent renewal rate, and 96 percent low or very low Customer Effort Score. and Harvard Business Publishing, were honored at the conferences 2014.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

ProProfs Chat

SEPTEMBER 17, 2021

” Usually, customers look for engaging information about your products or services to make a quick buying decision. With detailed customer feedback, you can finetune your homepage to attract more visitors and increase the customer base. Master Tip: Ask this question to your existing customers only.

Survey 52

Survey Tips Feedback Examples 52