14
Nov

Why Investors Care About Your Customer Satisfaction Data

Over the past five to ten years, Private Equity Firms and Venture Capitalists have increased the attention they pay to customer satisfaction data. There’s now a greater appreciation for the negative impact churn has on customer lifetime value (CLV) and the company’s overall business prospects, as well as the growing proof that high customer satisfaction … Read More

27
Oct

Customer Churn Prevention Strategies

More than likely, saving at-risk business and reducing the chances of customer churn is a key area of focus for your business today. This is leading executives to ask more questions around churn prevention such as: What subtle, or not so subtle, signs are we missing that customers aren’t happy with our products, services, or … Read More

18
Oct

How to Ensure Customer Survey Data Quality

What steps should companies take to ensure they are getting an accurate picture of what’s going on across their customer base? It’s a big question—and an important one to answer before you start relying on customer survey data internally. In fact, we created a video to specifically cover survey data quality: One of the biggest … Read More

11
Oct

5 Reasons An Expert Should Manage Your Customer Survey Program

Running a customer survey program internally can seem deceptively simple – appoint an internal resource to manage the process, sign up for a free software tool, export your contact list, write the survey questionnaire, administer the survey, and finally…analyze the results. Is that all it really takes? Sure, there are countless how-to-guides available to help … Read More

3
Oct

The Underappreciated Cost of Customer Escalations

Prior to founding Satrix Solutions, I was responsible for the professional services division of a prominent financial technology firm that served nearly 1,000 customers. During my tenure, I had hoped to concentrate primarily on developing our people, growing the business, creating value for our customers, and improving the customer experience. Instead, I found myself spending … Read More

19
Sep

Top “Go-To” Resources for Voice of Customer Best Practices

What resources for voice of customer best practices do you recommend most for expanding your knowledge? Earlier this summer, I asked my colleagues this question. Since my teammates each share a strong passion for customer and employee feedback, I knew they’d provide helpful suggestions for those of us looking to brush up on customer experience … Read More

23
Aug

Fireside Chat: Parchment Drives Retention and Growth with Net Promoter System

  Parchment is a digital credential service that serves over 9,000 organizations who use their platform to exchange transcripts and other credentials globally. The company’s customer-centric vision led them to adopt the Net Promoter® System as one of several methods to measure the customer experience. We sat down with Kevin Martin, Parchment’s Senior Director of … Read More

31
Jul

How to Create Customer Advisory Boards That Deliver Value

If you’ve been following our blog series on Customer Advisory Board (CAB) best practices, you’ve seen that we’ve covered a wide range of topics. This includes tips for making your first a CAB a success, how to compel key customers to join your CAB, and establishing the meeting agenda. But there are still a few … Read More

28
Jun

Setting the Customer Advisory Board Meeting Agenda

Customer Advisory Boards, also known as a CAB, can be an ideal way to engage some of your most valued customers in worthwhile, strategic discussions. That’s because the input elicited is helpful in guiding important decisions for your company – decisions that lead to stronger customer relationships and increased revenue. But this is only true … Read More

6
Jun

Fireside Chat: The Customer Success Organization

As the person leading the Customer Success organization, you’re responsible for ensuring the customer is achieving maximum value from your products and services. Every day, you’re watching for signals that a customer is at risk for defection, or overseeing renewals, performing Quarterly Business Reviews, and much more. Some of you may even be asked to … Read More