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29 August 2013
Category:
Account Loyalty & Retention
Metrics
Podcasts
ROI/Economic Value
Strategic Account Management
Webinars
White Papers
Comments: Comments Off on Summer 2013 Best Practice Highlight

Summer 2013 Best Practice Highlight

We know you’re busy with deliverables and deadlines, that’s why we’re providing you with a summary of the hearty topics and challenges that we’ve covered in summer of 2013 which you may have missed during hectic schedules, vacations and work overload. Whether you subscribe to our best practices by email and missed a topic or […]

Tags: Economic Value Propositioning, Sales Assessments, SAM Best Practices, Strategic Account Management, Value Creation, Value Selling, VoC Best Practices, voice of the customer

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10 September 2012
Category:
Account Loyalty & Retention
Metrics
Strategic Account Management
Comments: Comments Off on Using Net Promoter Score to Survey Corporate Accounts

Using Net Promoter Score to Survey Corporate Accounts

http://youtu.be/mw09Sto7fps

The Net Promoter Score (NPS) has historically been a consumer satisfaction benchmark that some organizations have adapted into a metric for measuring customer loyalty. Many in the Net Promoter Score community have discovered that the data they are receiving through using the NPS methodology gives inadequate insight on their customer relationships. While the NPS is a good indicator of a customer’s perception towards your business, it does not always provide the actionable insight needed to plan the direction of your organization’s customer experience strategy.

Dennis Chapman Sr., President and Founder of The Chapman Group (TCG) discusses the shortcomings of the NPS methodology and how TCG’s LoyaltyProfessional business unit fills in the gaps of information that help an organization align customer experience strategies and tactics with the voice of the customer that they are receiving through customer surveys.

In this video entitled, Using (the) Net Promoter Score to Survey Corporate Accounts you will learn where the NPS falls short in uncovering actions that will influence and drive customer experience strategies, and how utilizing additional customer loyalty metrics can take your customer experience management program to whole new level of effectiveness and success.

Watch the entire video here or by segment from the table of contents below:

0:00 | Introduction

01:01 | Corporate Executive Board study on how Loyalty Impacts Revenue

02:25 | The Problem Facing Net Promoter Score Community (NPS Community)

03:00 | NPS Q&A: On a scale of 1-10 how likely are you to recommend Net Promoter Score as an enterprise customer feedback metric?

03:35 | NPS Q&A: Why should suppliers go beyond the Net Promoter Score metric to get customer feedback?

04:10 | NPS Q&A: Does NPS Provide data indicating the probability of a customer defecting?

04:52 | NPS Q&A: Does the Net Promoter Score Indicate a customer’s dependency on the supplier?

05:58 | NPS Q&A: Why do companies still use and rely on the NPS metric for customer feedback?

07:15 | NPS Q&A: How does Net Promoter Score impact the account planning process?

08:50 | NPS Q&A: What other feedback data points are essential to the account planning process?

10:58 | NPS Q&A: Is Net Promoter Score an adequate tool for business-to-business customer experience measurement?

12:08 NPS Q&A | Why should businesses consider moving beyond the Net Promoter Score metric?

13:24 | Net Promoter Score Discussion Summary

Thank you for watching and please comment with your feedback on customer experience measurement in the comments section below.

Tags: Customer Feedback, CXP, Net Promoter Score, Netpromoter.com, NPS, Vo, voice of the customer

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17 July 2012
Category:
Account Loyalty & Retention
Strategic Account Management
Comments: Comments Off on Improving your Sales-to-Prospect Ratio

Improving your Sales-to-Prospect Ratio

http://youtu.be/4DlFeSrAW8M

Dennis Chapman, President and Founder of The Chapman Group speaks on ‘Improving your Sales-to-Prospect Ratio’. Learn about seven activities that will help strategic account managers and sales executives convert more prospective buyers into loyal customers. In the end these activities together with trust and respect determine your success. Be able to check off the activities noted in this video and you will see an improved “Sales-to-Prospect” ratio!

Tags: B2B customer best practices, best practices, customer alignment, customer experience, customers, enterprise customers, enterprise selling, presenting solutions, ROI, sales, sales effectiveness, Strategic Account Management, suppliers, thought leadership, value actualization, voice of the customer

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