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Archive for the ‘Net Promoter (NPS)’ Category
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-- Article --B2B: The Linkage Between NPS and Financials is NOT What You Think It Is
A TopBox-client since 2015 asked us to help them predict future financial outcomes based on the operationalized B2B-customer feedback data that they had been harvesting over the past 4 years…MORE >
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-- Article --Stop Chasing Renewals: Here’s How to Keep Customers Engaged So Renewals (and More!) Will Just Come
Too busy fighting figurative fires? Upon benchmarking his native city of Boston to his adopted city of Philadelphia, Benjamin Franklin wrote the famous line “…an Ounce of Prevention is worth…MORE >
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-- Article --If someone asked what is a good NPS score for companies in our space, what would you say?
What’s a good NPS score? How do we compare to other companies like us? I’ve been asked these questions too many times to count. I wish I could just say…MORE >
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-- Article --Are you making this critical connection with your customers to strengthen relationships and drive loyalty?
Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” If you’re relying on this explicit definition to drive retention and expansion then you’re…MORE >
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-- Article --The Importance of Collecting NPS and Gathering Feedback for the Product Team
Written by Mark Pecoraro Product teams have many different ways to get input on product direction: strategic direction set by the Board/CEO, sales requirements (that next BIG deal), market…MORE >
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-- Article --Aligning Customer Success With Customer Experience Company-Wide
On June 19th, 2018, a few of us Waypointers attended the inaugural Customer SuccessCon Denver, hosted by Mikael Blaisdell’s Customer Success Association. Our own Steve Bernstein was joined by Paul…MORE >
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-- Article --What to do when you spend all your time on Customer Success, yet you don’t have time for Customer Success
When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” When I dig…MORE >
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-- Article --You are responsible for Customer Success, but are you driving Customer Success?
I recently wrote about the importance of leading indicators to improve customer retention and expansion rates in B2B environments. Waiting for financial results is too late; it behooves every company…MORE >
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-- Article --The Power of Leading Indicators in Customer Success: Here’s What To Measure
This article discusses the steps and necessary metrics to drive account retention and expansion: Common issues facing Customer Success (CS) teams How to resolve and prevent those issues The process…MORE >
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-- Article --Is NPS Right For Your B2B Company?
NPS can be quite controversial. I’ve come across many that feel NPS isn’t right, especially in B2B environments where there are multiple persona in any given account, many touchpoints, and…MORE >
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The “Silver Bullet” to Customer Health Scoring
Announcing our latest research-driven whitepaper: The “Silver Bullet” to Customer Health Scoring B2B companies are looking for smart ways to accelerate profitable growth through improvements in customer retention and expansion….MORE >
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Q: What do The Matrix, Princess Bride, Elephants, and Snakes have to do with Customer Success?
A: They all articulate the challenge of Business-to-Business work. Let me explain… You keep using that word… I do not think it means what you think it means. There is…MORE >