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Tldr: skip to the bottom to access a spreadsheet that calculates the Return-on-Investment (ROI) of a Customer Success platform PLUS a quick explainer video on how to use the spreadsheet. Customer Success Platforms (CSPs) are designed to move the needle on Net Revenue Retention (NRR). Improving your rate of NRR directly impacts your SaaS company’s […]

At Davos World Economic Forum 2016, there was much talk of the 4th Industrial revolution. The man who literally wrote the book on it, Professor Klaus Schwab, defines this revolution as being “…characterized by a fusion of technologies that is blurring the lines between the physical, digital, and biological spheres.” As this revolution unfolds, we […]

tl;dr – You can put together an NPS survey tool with analytics using Google Forms and Google Workspace. Here’s the form. Here’s the results. Many SaaS businesses measure their customers’ experiences by sending Net Promoter Score™ surveys. Even if you haven’t heard of an NPS™ survey before, you have likely seen one: “How likely are […]