GetFeedback

JANUARY 28, 2019

The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. The real value doesn’t come from knowing your NPS is 70 or 0. Here are 5 ways to turn your NPS survey results into actionable insight.

NPS 246

NPS Survey Net Promoter Score CRM 246

Retently

MARCH 16, 2022

But there’s still one area that’s neglected all too often – Customer Success. As SaaS companies spring up, the essential Customer Success role is being rolled into Customer Service. What is the role of Customer Success? The Customer Success Manager (CSM) is thus not a passive role.

Customer Success 166

Customer Success Net Promoter Score Customers Customer Retention 166

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. Otherwise, gaps between these will cost you a lot (negative word of mouth (customer effort score, CSAT), churn, costs to serve, internal productivity, etc.).

Metrics 62

Metrics Effort Score ROI Policies 62

Kayako

JULY 22, 2022

The good news is that one direct way to improve customer perception is to provide high-quality customer service. The reason is that customer service impacts the satisfaction metrics that influence customer perception, too. Customer perception is directly tied to the bottom line. Net Promoter Score (NPS).

Net Promoter Score 280

Net Promoter Score Measurement Effort Score NPS 280

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. NPS is not the answer.

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. NPS is not the answer.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

ProProfs Chat

APRIL 17, 2020

And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. That’s one of the reasons why y ou formulate strategies to retain your customers. But without numbers or metric data in hand, coming up with any new strategy would only consume your valuable time. 1: Customer Churn Rate. #2:

Metrics 95

Metrics Measurement Customer Success Net Promoter Score 95

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? So why should you care?

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

Totango

SEPTEMBER 18, 2020

Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. To achieve that goal, you must continually and reliably deliver value to your customer. The 6 Key Areas of Customer Success Metrics.

Metrics 62

Metrics Customer Success How To Return on Investment 62

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Onboarding Welcome Messages.

Customer Success 105

Customer Success Management Net Promoter Score Effort Score 105

Team Support

SEPTEMBER 20, 2019

With more companies creating and expanding their customer success teams than ever before, it’s critical that leadership focuses on the right metrics to accurately gauge their work. 1) Customer Churn Rate - Loyal customers are the backbone of any business. This will get your ACV metric.

Metrics 60

Metrics Customer Success Net Promoter Score NPS 60

Kayako

OCTOBER 16, 2017

It should never be customer success vs customer service. They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating machine, and left the support department sitting around feeling like a reactive cost center. Customer satisfaction. Onboarding.

Customer Success 186

Customer Success NPS Roadmap Customer Satisfaction 186

SurveySensum

AUGUST 17, 2023

Net Promoter Score (NPS) scores serve a purpose beyond measuring customer satisfaction; they offer cues for upselling and cross-selling opportunities. When customers give high NPS scores, it signifies their satisfaction and loyalty. There comes NPS score calculation. How to Calculate NPS Score?

NPS 52

NPS Net Promoter Score Effort Score Survey 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Customer Success 98

Customer Success Net Promoter Score Metrics Strategy 98

delighted

FEBRUARY 16, 2023

Customers have more options than ever, and a strong customer success program can make you stand out among competitors. Companies that consider the question “what is customer success?” – and work to anticipate and solve customer problems – will set themselves apart.

Customer Success 52

Customer Success Net Promoter Score Effort Score Self Service 52

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. In fact, customer education helps scale Customer Success , as the company scales business. .

Customer Success 98

Customer Success Training Customer Satisfaction Customer Retention 98

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Launching Customer Success. Customer Success Team Management.

Resources 111

Resources Customer Success eBook Multi-Channel 111

Education Services Group

JANUARY 18, 2022

Even though Customer Success as an industry is hitting its stride and more CS leaders are earning a seat at the table, too many businesses still struggle to understand CS’s direct impact on their bottom line. Now, there’s much debate about how to really measure Customer Success performance. Customer Health Scores?

Metrics 52

Metrics Customer Success Effort Score Leadership 52

ClientSuccess

FEBRUARY 1, 2021

As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts. In addition to these intrinsic efforts, many customer success teams are turning to software and technology to help boost the effectiveness of their account management workflows.

Software 104

Software Customer Success Effort Score eBook 104

SurveySparrow

SEPTEMBER 16, 2020

One of the finest ways to understand the impact of consumer experience on brand growth is to analyze the Net Promoter Score (NPS). In layman terms, NPS is ‘the consumer’s likelihood to recommend and promote your brand to others based on their experience’. Are you wondering how to look at NPS data to gauge and improve your brand growth?

NPS 59

NPS Net Promoter Score Data How To 59

Retently

MARCH 18, 2024

Customer service surveys are essential for identifying business strengths and weaknesses, enhancing customer interactions, and monitoring trends to align service with customer needs for growth and retention. Thus, businesses use three main types of customer service surveys to measure customer satisfaction and loyalty.

Survey 139

Survey Customer Service Strategy Effort Score 139

CustomerSuccessBox

DECEMBER 9, 2021

This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. Customer Satisfaction Score (CSAT).

Measurement 52

Measurement Net Promoter Score Customer Success NPS 52

ClientSuccess

JULY 27, 2021

While customer success is a necessary function in any SaaS organization, there can sometimes be a sense of confusion around the importance of customer success, especially at an executive level. Getting your CEO involved in customer success.

Customer Success 64

Customer Success Effort Score eBook Trends 64

Gainsight

AUGUST 29, 2021

When you think of customer success and marketing, you may be thinking that those two areas of the business—and their related strategies—aren’t very related. But the reality is that the entire company can benefit from having a solid customer success strategy and a customer-centric mindset. Overall customer health.

Customer Success 52

Customer Success Marketing Net Promoter Score Case Study 52

Bob Hayes

MAY 7, 2018

The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. By applying data science principles to understanding the research behind the NPS, however, we see that the NPS claims have three serious problems. NPS Background.

NPS 89

NPS Net Promoter Score Data Loyalty 89

Lumoa

MAY 7, 2018

A story of how a startup nailed customer relationships since day one. Many startups think that customer experience management equals unnecessary work and financial costs. However, more and more startups that emphasise the uniqueness of customer relationships are growing faster than ever.

Customer Experience 246

Customer Experience NPS Metrics Customer Centricity 246

Amity

OCTOBER 5, 2016

Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. I got lucky! So I was just at the right place at the right time!

Customer Success 129

Customer Success NPS Metrics Culture 129

ClientSuccess

DECEMBER 7, 2020

Over the last few months, customer success teams – and the unique relationships they have with customer contacts – have been thrust into the spotlight of the SaaS world. Here is a quick primer on customer success software and why it’s so critical for CSM teams: 1.

Software 65

Software Customer Success eBook Metrics 65

Bob Hayes

MAY 7, 2018

The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. By applying data science principles to understanding the research behind the NPS, however, we see that the NPS claims have three serious problems. NPS Background.

NPS 86

NPS Net Promoter Score Data Loyalty 86

CSM Practice

JUNE 4, 2021

How do you know if your customer success team’s initiatives are truly working and which of them are not? Identifying appropriate metrics and key performance indicators (KPIs) from the get-go will help your high touch customer success team work more efficiently because the goals are clear-cut and measurable. .

Customer Success 52

Customer Success Company Net Promoter Score NPS 52

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. Customer Relationship Management (CRM) Software.

Software 87

Software Customer Success NPS Net Promoter Score 87

CX Journey

DECEMBER 11, 2014

Don’t be weathered by the prep at first, Customer feedback can navigate the worst. So before the scores are calculated, And the mind of management gets complicated, Take a step back and pay attention, To the other metrics that depict the rate of retention. 3) How engaged are our customers? What else are you missing?

Metrics 155

Metrics B2B Effort Score Voice of Customer 155

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. It serves as an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth.”. 4 NPS Challenges to Consider and How to Navigate Around Them.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. You can follow the links above for each metric category.

Metrics 52

Metrics Net Promoter Score Customer Success Customers 52