Retently

OCTOBER 11, 2024

The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect. Quality Assurancetools are versatile, offering customizable features like scorecards and sentiment analysis to suit various business needs and optimize service quality.

Retail 134

Retail Scorecard Sentiment Analysis Customer Service 134

Totango

DECEMBER 7, 2023

Each pod consists of two account executives, two customer success managers (CSMs), and a product manager who meet weekly to review Totango scorecard metrics for the vertical and discuss opportunities, risks, renewals, product roadmaps, and more. Our hypothesis is that NPS is going to improve for each vertical,” Hodges said. “We

Sales 95

Sales Scorecard NPS Customer Acquisition 95

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. How is NPS increase related to revenue increase or reduced churn? And so on. Where do they hang out?

Net Promoter Score 88

Net Promoter Score Customer Experience NPS Start-ups 88

1 to 1

APRIL 10, 2025

Identify which customer touchpoints are most critical to revenue generation, retention, and operational efficiency. Example: Instead of only tracking Net Promoter Score (NPS) , also measure: Customer Lifetime Value (CLV) Measures total revenue potential per customer.

B2B 26

B2B CX CX Transformation Net Promoter Score 26

Zendesk

MAY 12, 2021

A “bad experience” can happen at any touchpoint in the customer’s journey, from their first interaction all the way to final sale and beyond. Customer retention software takes scattered, siloed efforts and transforms them into a unified, cross-functional effort to collect customer data at every touchpoint.

Customer Retention 52

Customer Retention Net Promoter Score Touchpoint CRM 52

1 to 1

JULY 25, 2024

Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric. The Inadequacies of NPS NPS is centered on a single question: “How likely are you to recommend us?” Read the original here.

Sentiment Analysis 20

Sentiment Analysis Customer Feedback Net Promoter Score NPS 20

Lumoa

OCTOBER 31, 2018

Let’s think in customer touchpoints instead. 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. Also, companies really need to transform their structures to reflect customer centricity. This includes breaking down silos, which is still an issue.

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60