ChurnZero

MAY 29, 2020

Definition: Net Promoter Score® (NPS) is a customer satisfaction benchmark that measures how likely your customers are to recommend you to a friend or colleague. Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

Kayako

OCTOBER 23, 2017

I remember protesting strongly: sales are selling to the wrong people, the product has missing features, marketing isn’t giving us customer success content! Sunan Spriggs, the Chief Customer Officer, calmly replied, “Exactly. By setting benchmarks and goals, it’s easy to measure progress.

Accountability 54

Accountability Feedback Chief Customer Officer Metrics 54

ChurnZero

JUNE 17, 2022

Is this dashboard for a specific customer? This would be something that an operations team or an onboarding manager or even a chief customer officer could look at. We’ve got 68 customers in onboarding right now. Irit: How do you come up with a benchmark? Bree: This is a holistic view. Bree: Exactly.

Metrics 98

Metrics SaaS Surveys Self service 98

Lumoa

APRIL 24, 2018

As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. I would NEVER rely on NPS as the only measurement of customer perception." Sue Duris Customer Experience and Digital Marketing Consultant.

Consulting 135

Consulting Consulting Metrics Feedback 135

ChurnZero

JUNE 17, 2022

Is this dashboard for a specific customer? This would be something that an operations team or an onboarding manager or even a chief customer officer could look at. We’ve got 68 customers in onboarding right now. Irit: How do you come up with a benchmark? Bree: This is a holistic view. Bree: Exactly.

Metrics 52

Metrics SaaS Surveys Self service 52