Why You Need NPS Surveys!

CSM Practice - The Customer Success Podcast

Join Irit Eizips, CCO and CEO of CSM Practice, for a session with Himanshu Garg, an expert in customer success. This podcast episode focuses on the innovative application of personalized Net Promoter Score (NPS) surveys and their role in transforming customer engagement and success across diverse industries.
🔍 Key Takeaways:
- Examination of how customized NPS surveys cater to distinct customer personas.
- Discussion on aligning customer satisfaction metrics with overarching business objectives for reciprocal benefits.
- Analysis of the impact of personalized NPS surveys on customer retention.
- Strategies for tailoring NPS surveys to address specific challenges and requirements within various sectors.
Tune into this episode on the CSM Practice Podcast to gain detailed insights into integrating personalized NPS surveys into your customer success framework.
WATCH the episode on YouTube: https://youtu.be/HBJKsgx7Uso
#CSMPracticePodcast #CustomerSuccess #Educational #NPS #StrategicAlignment #IritEizips #HimanshuGarg #Podcast #APAC #CustomerEngagement
Himanshu Garg is a celebrated figure in Customer Success, particularly in the APAC region. Recognized as one of the Top 100 Customer Success Strategists in 2021 and 2023, his contributions have significantly shaped the field. Known for his innovative approach, particularly in personalized Net Promoter Score (NPS) surveys, Himanshu has revolutionized customer engagement strategies and set new benchmarks in customer-centric excellence. His leadership and strategic insights continue to inspire and influence the evolving landscape of customer success.
🔗 Connect with Himanshu via LinkedIn: https://www.linkedin.com/in/himanshugarggarg/
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Additional Resources:
⏬ Download: 10 Rules to Building Trust with Clients
🎥 Watch: Unlocking Customer Success Strategies - Strategies for Industry Based Organizations
🎥 Watch: From NPS Surveys to Growing Advocacy|SurveySparrow

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Capitoli

1. Intro (00:00:00)

2. Value Decoding (00:00:56)

3. Identifying Stakeholders (00:03:14)

4. Challenges in Renewals (00:04:19)

5. Revamping Engagements (00:05:26)

6. KPIs and Coverage (00:06:32)

7. Persona Categorization (00:10:27)

8. Survey Questions (00:12:48)

9. Personalized NPS (00:17:01)

10. Execution Timeline (00:19:58)

11. Process Impact (00:22:48)

12. Benchmarking NPS Scores (00:24:51)