By now you’ve probably heard about Slack, the wildly successful communication app that’s replacing email in just about every company from AirBnB to AutoDesk. The Slack boom is part of the trend of replacing email with in-app communication, whenever possible. It is the business equivalent of texting, and–let’s face it–even your parents prefer texting to […]
Do you know your worth to your company? Do your bosses know? What if you had metrics that showed, in black and white, just how much value you bring to the table? What if you brought those metrics into your next performance review – you know, the one in which you ask for a raise? […]
Revenue growth and profitability – are the two metrics the C-Suite cares about the most. They tell you exactly how you did this month or quarter. But do strong sales predict next quarter’s results? Hardly. What if the C-Suite had a crystal ball that could not only predict their growth and profitability, but give […]
This week we are sharing this comprehensive post by Pascal van Opzeeland who originally published it on Userlike’s blog. The loyalty of your customers can be measured. It’s difficult, though, because loyalty is an intention. And one that people aren’t always honest about. While they’re closely related, the measuring of customer loyalty works differently than that […]
Ari Klein is one of those rare people who is equally comfortable discussing the finer points of human relationships as industrial engineering. Balancing between customer needs and product requirements, Ari builds customer success programs that tow growth and product strategy in their wake for companies like CrowdFlower, and currently, DocSend. But my favorite thing about […]
In this final post in our series of Customer Success war stories, we have a sterling example of success. Rachel English, Zuora’s Director of Insights for Customer Success, doesn’t have a fail story. Why? Because she takes planning ahead out of the realm of science and straight into art. You could pretty much cut and […]
Here is Part 2 of our series, Customer Success Failure: How the Pros Lost Customers (and Learned from it). Pros share their stories of losing, or almost losing, an account. Their lessons learned can help you develop your Customer Success function and improve retention rates. Sometimes, you can save a client relationship (and make it so […]
Welcome to a 3-part series, Customer Success Failure: How the Pros Lost Customers (and Learned from it). Pros share their stories of losing, or almost losing, an account. Their lessons learned can help you develop your Customer Success function and improve retention rates. Some say the mark of success isn’t that you never fail, but how […]
The Wootric team is excited to announce a new feature: Tagging. A tag is a label you may create and optionally apply to individual NPS survey responses for the purpose of filtering, sharing and performing trend analysis. Our users can now create an unlimited number of custom tags and associate them with NPS responses.
In my last piece I shared my thoughts on the why Net Promoter Score is so popular. I’ll now share the NPS program model I recommend. It’s intended for the novice NPS program owner, as well as the veteran NPS program owner who isn’t getting the expected traction or results. This model has evolved since the four years when I implemented salesforce.com’s first ever NPS program across 15,000 employees. I’ve since modified it to make it more agile to fit the needs of small and mid-size clients.