win the moments your customers care about most
Data from thousands of B2B customers shows that, despite providing a Net Promoter Score of nine out of 10 in recommendation likelihood, one in five customers said they failed to reach their desired results with the vendor’s solution.
Additional data revealed only a 54 percent correlation between NPS and retention likelihood.
That’s only slightly better odds than a coin flip!
Clearly, high-level experience scores like NPS and CSAT don’t tell you the whole story around whether your customers will choose to renew.
Nor do they tell you when your customers are primed for upsell or expansion opportunities.
In this e-book, you’ll see how to truly understand, retain, and grow revenue with your existing customers by accurately measuring their experience throughout the customer lifecycle in the key areas that influence their decisions.
You’ll discover:
- What moments matter most to your customers in retention and expansion deals
- The eight critical skills that reduce churn and grow your revenue
- How to spot at-risk accounts by continuously measuring the customer experience