InfoChachkie
MARCH 23, 2015
As crazy as this scenario sounds, it is very similar to the “scoring process” companies engage in when they track Net Promoter Scores. A company''s Net Promoter Score (NPS) is a beloved metric slavishly tracked and reported by product marketing and customer support executives of both established and nascent enterprises.
InfoChachkie
AUGUST 22, 2016
The Most Important Metric. Near the conclusion of our discussion, I asked each CEO to name any non-obvious metrics by which they guide their businesses. Ara went on to note that ServiceTitan has been experiencing negative churn, netting 120% annual revenue growth from existing customers. Such metrics will obviously differ.
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Startup Professionals Musings
DECEMBER 22, 2021
I was happy to see quantified evidence of this in a new book, “ Winning on Purpose ,” by Fred Reichhheld, creator of the Net Promoter system of management, in concert with Darci Darnell and Maureen Burns. Use metrics to assess needs and growth economics.
Startup Professionals Musings
FEBRUARY 8, 2015
Many startups and mature businesses have not yet accepted the fact that customer satisfaction and loyalty in this “always connected” age are about more than product and service quality. But to engender loyalty, you have to be delivering a good experience and keeping satisfaction high. Customer upsell: Sell more to existing customers.
Startup Professionals Musings
OCTOBER 11, 2013
Many startups and mature businesses have not yet adapted to the fact that customer satisfaction in this “always connected” age is more than product and service quality. But to engender loyalty, you have to be delivering a good experience and keep satisfaction high. Customer upsell, selling more to existing customers.
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