Customer Feedback Is Important

Why Customer Feedback is important ?

We all talk about how customer feedback is important for customer success managers and how it can really makes a difference during renewal, churn and upsell conversation.

As a great CSM it is one ket responsibility to capture the latest pulse on the every single account.

?? Customer feedback ensure the CS leadership to plan next quarter customized plan for the customer.

?? It enables customer value addition and ensure customer retention & renewal.

There are different metrics for measuring pulse of the customer.

hashtag#NPS- Net Promoter Score

? This metric measure overall customer loyalty. Also, give customer success team an idea about, will a customer recommend their services to others ?

hashtag#CES- Customer Effort Score

? This is a service metrics that measures how much effort a customer has to put in to do business with their organization?

hashtag#CSAT- Customer Satisfaction Score

? This metric depicts overall customer satisfaction score, how much happy the customer is with overall product & services.

Customer Success Manager should see these metrics as a cluster "PORTFOLIO" of accounts they own and should measure NPS, CES and CSAT at a PORTFOLIO level, like which accounts are promoting high score in their kitty and which accounts are bringing the score down in the overall portfolio ?

But how to ensure you get the great customer feedback ?

?? Make your work presence to all the key stakeholders.

?? Try to understand client use case and what they are trying to solve using your SaaS solution.

?? Focus less on abundant feature rather make it customised expereince for them by incorporating efficacy and efficiency.

Often, we will receive an negative feedback as well. How to take it forward ?

?? First always acknowledge it. Acknowledging never mean you are wrong but it is acknowledgement of a fact that we failed them. This will help them to open up and get you a window to identify root cause of problem.

?? Create awareness internally and define ETA for fixing every problem in defined timelines.

hashtag#CSAT hashtag#NPS hashtag#CES hashtag#customersuccess hashtag#customerexperience hashtag#saas hashtag#customerfeedback