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Success

How to Leverage Net Promoter Score to Boost Customer Retention

December 16, 2020 By Wootric Team

You don’t just want to appeal to new customers – you also want to keep your current ones coming back again and again. Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too.  One user engagement strategy you can use to […]

Filed Under: How to NPS, Success

One Critical Element Missing From Your Customer Advocacy Efforts

September 2, 2020 By Misti Cain

Think about the last time you had an incredible experience with a company. From start to finish every interaction was seamless. Finding the product or service was effortless, the download or purchase process was simple, you quickly received the product, the user experience was intuitive, and it was easy to get answers to any questions […]

Filed Under: Marketing & CX, Success

Do You Need a CX Operations Manager?

August 31, 2020 By Nichole Elizabeth DeMeré

CX Operations, or Customer Operations, is all about the systems, automation, and lines of communication that make possible a unified, cross-functional, customer journey approach to improving customer experience.  Do you need a CX Operations manager dedicated to this effort? Let’s find out. Getting customers to fall in love with your company requires understanding the entire […]

Filed Under: Marketing & CX, Product Dev, Success

The Accountability Framework for Product-Led Growth Metrics

August 11, 2020 By Trevor Hatfield

In order to ensure shared accountability for product-led growth metrics, start by defining the metrics that matter most within the 5 growth pillars: Acquisition, Activation, Revenue, Retention & Referral.  Utilizing Inturact’s SaaS Actionable Metrics Framework can help you do this. Once the team agrees that these are the metrics to concentrate on, and tracking on them […]

Filed Under: Marketing & CX, Product Dev, Success

Customer Lifetime Value: A Guide to the Northstar Revenue Metric

August 4, 2020 By Nichole Elizabeth DeMeré

The technical definition of Customer Lifetime Value (CLV) is the revenue earned from a single customer over time. It’s an equation that subtracts the cost to acquire a new customer (CAC) from the total revenue from that customer. The goal is to make the revenue-over-time from each individual customer as high as possible. But the […]

Filed Under: Marketing & CX, Product Dev, Success

Customer Experience in the Era of Product-Led Growth

June 1, 2020 By Lisa Abbott

Executives and end-users look for different things when choosing software products. An executive, for example, might be more interested in ROI and scalability, while the end-user often cares more about just getting their work done, quickly and easily.  There was a time when executives were the gatekeepers who decided which B2B software products their companies […]

Filed Under: Marketing & CX, Product Dev, Success

10 Things Every SaaS Business Should Know About Net Promoter Score

May 12, 2020 By Wootric Team

So you’ve been reading up on Net Promoter Score. Your colleagues in the SaaS world tell you that it’s the best way to take your customers’ pulse. You’ve seen a few case studies claiming it’s the only number you need to measure.

Filed Under: How to NPS, Marketing & CX, Product Dev, Success

What Customer Success means now, during the COVID-19 pandemic

May 4, 2020 By Nichole Elizabeth DeMeré

Three years ago, I wrote a post on “How to start a customer success program from scratch” and outlined all the reasons to do so:  The ROI from increased referrals, cross-sells and upsells The potential for a customer success program to become a “growth engine” The sheer impact of returning revenue and customer lifetime value […]

Filed Under: Marketing & CX, Success

Learning from Customer Success Failure: “It was like a Gut-Punch — No Warning”

April 7, 2020 By Nichole Elizabeth DeMeré

Some say the mark of success isn’t that you never fail, but how you react when failure occurs. Failure happens, but when handled well, something far more powerful can happen: Customer retention. Jay Nathan, Founder and Managing Director of Customer Imperative, was taken by surprise with his first cancellation: “The first major cancellation I received […]

Filed Under: Success

How to Retain Customers in a Time of Crisis: A CX To-Do List for SaaS Companies

March 15, 2020 By Lisa Abbott

Financial markets are sliding, a pandemic is spreading around the world, and every company is scrambling to respond to quickly changing circumstances. Planned investments that were intended to drive growth — like hiring, media spend and software purchases — are being reevaluated as business leaders are forced to triage what they need to do to […]

Filed Under: Marketing & CX, Product Dev, Success

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NPS is a registered trademark, and Net Promoter Score is a service mark, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.


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