What is Net Promoter Score (NPS)?

NPS stands for Net Promoter Score which is a metric used in customer experience programs. NPS measures the loyalty of customers to a company. NPS scores are measured with a single question survey and reported with a number from -100 to +100, a higher score is desirable. Net Promoter Score®, or NPS®, measures customer experience […]

Customer Success Role

According to the Customer Success Association, “Customer Success is a long-term, scientifically engineered and professionally directed strategy for maximizing customer and company sustainable proven value.” Lets dissect the definition: Long-termCustomer success is not transactional. It is not about customer acquisition or making today’s sale. It’s about managing customer relationships as long-term assets, seeking to maximize […]

Traditional vs New Customer Support

Technology has changed how the ‘customer support‘ works and performs in present day. Purchasing decisions are made primarily using digital channels, hence, the responsibility  for customer service and sales support service has doubled. Here is the comparison table that will highlight the major differences between the traditional Customer Service methods and New Customer Support methods. […]