Gainsight

MAY 21, 2021

In fact, this past year alone, thanks to a combination of strategy, process, data, and some amazingly collaborative customers, we’ve raised our NPS after onboarding from +14 to +85. That’s why, as part of every single customer launch, we send a Net Promoter Survey (NPS) that includes a brief Customer Satisfaction (CSAT) section.

NPS 52

NPS Scorecard Sports Customer-Centric Organization 52

Lumoa

FEBRUARY 6, 2018

It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. How to overcome those challenges?

CX 121

CX Customer Experience Education Machine Learning 121

Gainsight

MARCH 31, 2020

Most common use cases to look for include: Following up on NPS or other survey responses. Moderate Win: Prioritize NPS, usage and support data next. Bring in NPS, support and/or usage data (or data that is most used by CSM team) to one place and make it easy to view trends. We’ve said it before—customer success is a team sport.

E-commerce 85

E-commerce CRM NPS Scorecard 85

Lumoa

OCTOBER 31, 2018

It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. To overcome these challenges, we need to stand on the shoulders of those giants before us, and continue to play with each other, it truly is a team sport! How to overcome those challenges?

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60