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I had one of my regular conversations with a Customer Success Manager (CSM) recently. For the uninitiated, CSMs are the new breed of customer account manager tasked with increasing renewal rates and contract sizes at SaaS businesses. She was responsible for 50+ accounts but had no Customer Success specific software to help her manage and […]

As part of a series of short [15-minute] demo/webinars to address some of the key topics in Customer Success. We delivered a session entitled … A Practical Guide to Customer Health Scoring … In less than 15 minutes, we reviewed:

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 […]