I have a problem with NPS because is basically a ratio or promoters v detractors, doesn't really show the real impact/damage the company is doing to the unknown amount of clients. We should be looking at clients and move them from detractors to passive and then to promoters. I feel it is ignoring the real issues the clients are having. Also, it is very subjective therefore depends even on the client's mood for the day. What do you think?
I know a SaaS founder who should see this video. Lacks customer-centricity and communication with his early adopters in beta group. The 1st ones who invested in his software.
Hi Dan great video again, Really helpful I want to ask some advice about our team. So we are 2 co-founder planning to set up an e commerce business I want to ask you that do we need growth hacker at the beginning If not what kind of people do our team need to consist of as an early e commerce. Thank
Great content. We've created a new podcast to discuss operations for Customer Success in more depth. If you're looking to learn more about the career, how to structure teams, or how what to focus on, you'll want to check out these videos: www.youtube.com/@SpotlightOnCSOps
I have a problem with NPS because is basically a ratio or promoters v detractors, doesn't really show the real impact/damage the company is doing to the unknown amount of clients. We should be looking at clients and move them from detractors to passive and then to promoters. I feel it is ignoring the real issues the clients are having.
Also, it is very subjective therefore depends even on the client's mood for the day.
What do you think?
With the right combination of these 7 numbers, investors will fall over themselves to throw money at you. Learn the 7 metrics you need to track ASAP.
1- Customer churn %
2- MRR churn %
3- Net MRR churn %
4- Expansion MRR%
5- NPS Score
6- CSAT score
7- Customer Experience Score
🔥
I know a SaaS founder who should see this video. Lacks customer-centricity and communication with his early adopters in beta group. The 1st ones who invested in his software.
Feel free to share it! Hopefully it helps :)
thank you for great video, it will more helpful if there is short explanation for the terminologies and abbreviations
Great list Dan! Will plan to incorporate these into our analytics.
Awesome, glad to hear it. Let us know how it goes!
Great video. Love the suggestions on meaningful metrics.
🙏🏻
Isn’t it Customer Effort Score?
It is. CES means Customer Effort Score.
Good video !
Awesome put
🙏
Hi Dan great video again, Really helpful I want to ask some advice about our team. So we are 2 co-founder planning to set up an e commerce business I want to ask you that do we need growth hacker at the beginning If not what kind of people do our team need to consist of as an early e commerce.
Thank
Great pointers here, Dan!
Great vid!
DAn, Great job, not seeing where to download the examples you stated. Can you please let me know? Thank you
Never mind, I found it. Thank you
💪
Great video
This content is so valuable. Thank you so much for what you do, you’re like a mentor I’ll never meet face to face haha
Love that, thank you🙏🏼
Amazing! What are some usage metrics to track?
Depends on your product/service.
#7 is Customer Effort Score...There is no one Customer Experience Score...CSAT and NPS are Customer Experience Metrics
Revenue and ratings.
There, I saved you 8 minutes of your life.
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Great content. We've created a new podcast to discuss operations for Customer Success in more depth. If you're looking to learn more about the career, how to structure teams, or how what to focus on, you'll want to check out these videos: www.youtube.com/@SpotlightOnCSOps