Customer Success Leaders
Too often, CX leaders are left to rely on singular metrics to understand the experience their customers are actually having. The challenge is that NPS® and CSAT scores do not tell the whole picture of a client’s experience and do a poor job of predicting retention or customer churn. Web surveys can’t replace the value of in-depth qualitative interviews with the buyers of your solution.
Benefits of Partnering with Anova for Customer Success Leaders
- Reliable data: Instead of data gathered through web surveys, which can provide misleading and incomplete data when filled out by distracted or time-sensitive respondents, the feedback from in-depth phone interviews with your prospects, clients, and churned clients is feedback you can confidently act on.
- In-depth understanding of problem areas: The phone interviews allow Anova’s interviewers to probe and capture pages worth of feedback on ways your organization can better meet the needs of your client base. Often a single interview can provide more actionable feedback than 50 web surveys.
- Retention likelihood: As part of the interviews, Anova interviewers are highly skilled at capturing how likely a customer is to continue partnering with your organization, and what factors may increase or decrease their retention probability.
- Cross / upsell identification: In addition to solving client challenges, Anova’s interviews also identify accounts that are loyal and can be used for references, or are open to additional products offered by your business.
- Team ratings: Understand how satisfied clients are with the CSMs, Implementation Managers, and other specialists who they interact with, and how your team can better meet your client’s needs.
Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter ScoreSM and Net Promoter SystemSM are service marks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.
