Waypoint Group

OCTOBER 17, 2019

Founded in 2009 by Ken Lynch, Reciprocity is based in San Francisco. ZenGRC is very flexible and integrates with Google Apps and JIRA, with a lightning-fast ROI. According to Paul, “Anybody can run an NPS survey, but NPS’s weakness is that it’s made for consumer companies. Paul continued: “This isn’t about NPS.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. The NPS ® System advocates VoC managers’ efforts in engaging Promoters, Passives, and Detractors. So, what does it mean?

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

ClearAction

OCTOBER 1, 2018

This is after 10 years — since the 2009 economic downturn — when companies began investing heavily in CXM technologies and teams. Likely, the promise of CXM ROI has been alluring to executives who have asked for quick wins and near-term gains. Reap: quick-wins >> NPS & revenue (now). build-in CX-centricity now.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

SurveySensum

JULY 14, 2020

He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. He founded Brainfood Consulting, an advisory and education service in 2009 and since then he is training professionals around the world on AI-Driven Customer Contact Strategies and Mobile-first customer service planning.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132