Our organization is B2B in the technology/software industry. Some organizations like SurveyMonkey and Qualtrics publish NPS industry reports, but their results vary and are typically gathered from the…
Hey GGR folks! We are exploring a survey or assessment to evaluate if our customers are getting value from their relationship with their assigned CSM and if they believe they will be successful with o…
Hello. We are looking to include the post-onboarding CSAT score as part of the onboarding team's bonus calculation. I want to make sure that the questions we ask give us an read on the onboarding mana…
Contact hygiene is a beast isn't it? I'm curious to learn from others how you automate contact hygiene reminders or the verification process you have CSMs/AMs go through to OK NPS recipients.
I have got a question around working with SaaS Enterprise software customers and would like to hear some feedback from other CSMs working in the same space. In the organisation I work for, Customer su…
Hey there, CS Leaders! Does anyone have a customer-facing deck that they are willing to share that highlights applicable product enhancements, issues resolved over time, progress against post-launch (…
I like to alter the standard CSAT question of "How satisfied are you with our product" and NPS of "How likely are you to recommend our brand". For example, I have used "How satisfied have you been wit…
How to manage what was promised during sales closure. I experienced most of the times, sales team over promised to the client which is in pipeline for next 6 months. How do we handle or buy time to ke…
I had an interesting conversation with a colleague today that how to gather valuable feedback after a resent Cuatomer Support Interaction. Agent CSAT Should it be how satisfied were you with the agent…
Hello Experts, A quick question: Just trying to understand the customer success role a little better. Who in your organization was the decision maker of choosing a Customer success, NPS or a CSAT tool…
