Why a single high-level metric focus (often NPS or Customer Satisfaction) is a major pitfall
Most companies can expect the inevitable, 10-20% YoY attrition of existing buyers. But under pandemic circumstances, businesses can’t risk any additional loss, making “the customer experience” an important area of scrutiny. Leaders must rigorously measure and track customer experience to predict which customers will defect. Those that go beyond high-level metrics like NPS and CSAT, to ID specific pain points at critical moments of truth, and establish clear insights-to-action feedback loops will succeed in idling defection and return to growth at a faster clip than the competition.
Watch the 30-minute on-demand webinar as we cover the specific data points needed to predict at-risk buyers. Beyond intuitive hypotheses and “assumptions,” we share how data-backed analysis combined with qualitative insights can alter your retention curve.
What we cover…
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With over 40 years in consulting and working 1-on-1 with the most influential executives in technology, financial services, and more, Tim provides a unique perspective on the ever-changing business landscape in the midst of disruptive change. In 2000, Furey co-authored The Channel Advantage, the definitive book on multi-channel sales and marketing management, named one of the “20 Best Business Books of 2000” and over 10,000 copies printed. He is both CEO of MarketBridge, a sales and marketing solutions firm and the Director at Skyworks Solutions, a $4 billion semiconductor manufacturer.
As Vice President of Accounts, Brice works with client leads to deliver creative and effective go-to-market solutions and programs. Brice has spent the last 12+ years broadly in the commercial strategy and insights space. Within this space, Brice has a diverse background spanning analytics, consumer insights/research, commercial strategy, sales and marketing operations, and has worked across multiple B2B and B2C industries including software/technology, insurance, financial services, CPG, and Media.