Is It Time To Call Time On NPS?

Is It Time To Call Time On NPS?

NPS works great in the B2C world, it’s near real time, it’s broadly drawn and it’s super simple to collect. In B2B not so much, it all too often arrives too late, comes from too few respondents and requires too much effort. Is it time to call time on NPS or can it be...
Outcomes From A Customer Success Focus

Outcomes From A Customer Success Focus

Reading time 6 minutes 45 seconds! Customer success is best seen as a company responsibility rather than as something owned by a function even if much of the day to day direct execution rests with the CSM team. It’s hard therefore to fully define customer success...
Customer Success Management Basics

Customer Success Management Basics

Reading time 4 ½ minutes Why Such A Straightforward Post? It’s easy to assume if you are a practitioner or familiar with Customer Success Management (CSM) that everyone understands the term and the specifics of how it’s defined. After all, the title surely explains...
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