Net Promoter (NPS)

5 Minutes from the Community: What is B2B Customer Engagement, and Why Does It Matter? – B2B Marketing Article

5 Minutes from the Community: What is B2B Customer Engagement, and Why Does It Matter? Posted on June 2, 2020 , by Steve Bernstein TAGS:  What is B2B “Customer Engagement” and why does it matter? Are your current processes truly “engaging” your customers, or just trying to sell them more stuff? I had the opportunity to interview David Ellin for some answers, since he’s… This is only a snippet of a B2B Marketing Article written by Steve Bernstein Source link

Read More

B2B: The Linkage Between NPS and Financials is NOT What You Think It Is – B2B Marketing Article

A TopBox-client since 2015 asked us to help them predict future financial outcomes based on the operationalized B2B-customer feedback data that they had been harvesting over the past 4 years (here’s detail on how an “operationalized feedback program is executed). Having achieved steady improvement in customer engagement and sentiment with the same accounts and contacts over time (longitudinal trending), they wanted to leverage TopBox to predict future growth for better financial management: What rate of growth could they expect from the existing customer…

Read More

Stop Chasing Renewals: Here’s How to Keep Customers Engaged So Renewals (and More!) Will Just Come – B2B Marketing Article

Stop Chasing Renewals: Here’s How to Keep Customers Engaged So Renewals (and More!) Will Just Come Posted on March 20, 2019 , by wpn-admin Too busy fighting figurative fires?  Upon benchmarking his native city of Boston to his adopted city of Philadelphia, Benjamin Franklin wrote the famous line “…an Ounce of Prevention is worth a Pound of Cure…” and… This is only a snippet of a B2B Marketing Article written by Steve Bernstein Source link

Read More

How to effectively benchmark NPS in B2B – B2B Marketing Article

If someone asked what is a good NPS score for companies in our space, what would you say? Posted on September 12, 2018 , by Steve Bernstein What’s a good NPS score?  How do we compare to other companies like us? I’ve been asked these questions too many times to count. I wish I could just say something like “30” but it’s not that easy in B2B. The key metric, especially for… This is only a snippet of a B2B…

Read More

Are you making this critical connection with your customers to strengthen relationships and drive loyalty? – B2B Marketing Article

Are you making this critical connection with your customers to strengthen relationships and drive loyalty? Posted on August 1, 2018 , by Steve Bernstein Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.”  If you’re relying on this explicit definition to drive retention and expansion then you’re… This is only a snippet of a B2B Marketing Article written by Steve Bernstein Source link

Read More