We regularly speak with companies that are interested in starting a Net Promoter Score℠ (NPS®) feedback program. We sometimes see a strange phenomenon: People offering various objections to getting started. This comes as a surprise to us, given how easy it is to get started. A simple survey question for customers to answer, and a … Continue reading Who’s Afraid of the Big, Bad Feedback?
Have you ever heard something like “Verizon is happy” or “Caterpillar is an escalated account”? These are someone’s attempts to personify a customer relationship. And it’s often meaningless bullshit. Why rating “accounts” is broken Think of a couple that you know. How would you label them? “Fun” or “Sporty” or “Foodies”? The reality is always … Continue reading Mythbusting Account Relationships
Ask a B2B customer success leader how they track their reasons for churn, and they’ll generally have 4-8 reason codes. “Sponsor loss” is almost always one of them. But is sponsor loss really a valid reason? A tale of 2 scenarios Imagine that Sally is the newly hired manager of a team that subscribes to … Continue reading Sponsor Loss is a Weak Excuse for Churn
Certain subscription-based vendors have conceived of a metric called “Net Churn”. The concept seems to have originated in publicly-traded SaaS companies. It's probably in response to Wall Street analysts’ enduring attempts to decode the underlying measures of financial health in their renewal revenue streams. Here’s how Net Churn is calculated: You take the renewal revenue … Continue reading “Net Churn” is a Bullshit Metric