Time to Move On from NPS?
Emilia D'Anzica, MBA, PMP
Award-winning B2B SaaS Revenue & Board Advisor | CX Speaker & Educator | Entrepreneur & Investor | Author | 4 Exits
The subscription economy quickly realizes that measuring customer sentiment is hard and not good enough to predict customer health and renewable income.
The customer who loves you but churns soon after acting as a reference - and what about the customer who complains weekly to their CSM but renews year after year?
Investors and customer leaders have long relied on Net Promoter Scores (NPS) and Customer Satisfaction Scores (CSAT) as leading and lagging customer health indicators. Increasingly, consultants like me and Andrew Green of Broad Reach Growth are pushing back on the heavy reliance of these scores and noticing how they can wrongly predict a company's future.
I recently interviewed Stephen Fulkerson , VP of Customer Success at TSIA (proud partner of Growth Molecules? ), to better understand how TSIA advises companies to measure customer sentiment and predict renewals and expansion opportunities.
The ANSWER: Not NPS.
In this blog, Andrew and I explore the history of customer sentiment scores and how TSIA is reimagining the health of a company.
What new innovative metrics are you considering for your company?
If you need help with your health scores and maturing your organization's customer success plans, contact me and Andrew. We can help rethink your customer experience to improve retention and expansion numbers.
#customersuccess #customerexperience #Saas #metrics
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10 个月Love the combination of Retention/Renewal with Reputation and Outcome. Emilia D'Anzica, MBA, PMP I would love to hear your thoughts on predictive/leading indicators and their successful implementations for midmarket. Thanks!
Outcomes as a key measure really gets to the heart of tracking value realization. Love this idea!
Purple Bean Media: "Done For You" Digital Marketing Agency, specializing in website development, social media marketing & SEO, tailored for small to medium-sized businesses.
11 个月Such an amazing analysis on a timely topic! Great job Emilia!!
Coaching CEOs & Teams to reclaim time | Shift priorities & results | Well-being & purpose Power of Decisions Keynote Speaker | Exec Retreats/ Workshops | Enneagram| Conflict Communication | Author | NYU inner MBA
11 个月“What new innovative metrics are you considering for your company?” Always learning and growing to create new outcomes is amazing and sounds like this is what you are about as well. Yay!
Keynote Speaker ?? Executive Coach ?? Host of No Limits Leadership podcast???US Army Special Forces Veteran & BJJ Black Belt ???? I help growth-minded companies retain top talent
11 个月Great analysis and simple explanation of the "why" behind the needed shift to the Kore Score. I'm excited to learn more about outcomes and data of its use. Great work Emilia D'Anzica, MBA, PMP and Andrew Green!