Company Profile

  • Industry: Computer Hardware
  • Company size: 550 employees
  • Revenue: $150M (2016)

Challenge:

  • CEO felt out of touch with customer satisfaction, needed standardized window into the customer experience
  • They required scalable solution to track and take action on customer satisfaction over time
  • No visibility into why their customers renewed or churn

Goals:

  • Monitor NPS over time to understand trends
  • Use data to address customer issues early and often to reduce churn
  • Use data to identify happy customers to increase revenue through cross-sell opportunities

Deployment:

  • Cadence: semi-annual survey sent to entire customer base (approx. 1,000 contacts)
  • Specific teams assigned to follow-up with respondents
  • Operations team investigates detractors and passives
  • Sales team follows up with promoters for up-sell, cross-sell and referrals
  • CX SFDC integration centralizes access to NPS data for cross-functional team to conduct follow-ups
  • CX Reports are sent to executive, marketing, engineering, HR, and sales teams with a goal of providing insight about customer base team wide.
  • Marketing team also uses TechValidate content generation platform to publish statistics, case studies, quotes and charts

Business Outcomes

  • Results reported back to CEO immediately following survey completion
  • CEO used NPS results in presentations with analysts
  • Promoters contacted for cross-sell + upsell opportunities
  • Increase in customer retention
  • After 2 years, only 6 unhappy customers (detractors) out of ~200 responders with proactive follow-up being a major contributor to high ratings
  • Employee engagement/morale boost in seeing customer satisfaction results
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