The Customer Success Playbook
Welcome to “The Customer Success Playbook,” a fresh podcast initiative spearheaded by Kevin Metzger and Roman Trebon. Immerse yourself with us in the dynamic realm of customer success, where we unravel the latest insights, inspirations, and wisdom from recognized leaders in the Customer Success domain.
Our journey began with a simple yet profound belief: that meaningful conversations can significantly impact our professional trajectory. With this ethos, we’ve embarked on a mission to bring to you the voices of seasoned and revered professionals in the field. Our episodes have seen the likes of Sue Nabeth Moore, Greg Daines, Jeff Heclker, James Scott, David Ellin, and David Jackson, who have generously shared their expertise on a variety of pertinent topics.
We’ve delved into the intricacies of Profit and Loss Statements in Customer Success with Dave Jacksson, explored the potential of Customer Success Platforms with Dave Ellin, and unravelled the role of AI in Customer Success with all guests. With Sue, we navigated the waters of Organizational Alignment, while Greg brought to light strategies for Reducing Churn. Not to be missed is James insightful discourse on the Current Trends in Customer Success and Jeff’s thoughts on Service Delivery in CS.
Each episode is crafted with the intention to ignite curiosity and foster a culture of continuous learning and improvement among customer success professionals. Our discussions transcend the conventional, probing into the proactive approach, and the evolving landscape of customer success.
Whether you’re a seasoned veteran or a newcomer to the industry, our goal is to propel your customer success prowess to greater heights. The rich tapestry of topics we cover ensures there’s something for everyone, from the fundamentals to the advanced strategies that shape the modern customer success playbook.
Our upcoming episodes promise a wealth of knowledge with topics like CS Math, Training, AI, Getting hired in CS, and CS Tool reviews, ensuring our listeners stay ahead of the curve in this fast-evolving field. The roadmap ahead is laden with engaging dialogues with yet more industry mavens, aimed at equipping you with the acumen to excel in your customer success journey.
At “The Customer Success Playbook,” our zeal for aiding others and disseminating our expertise to the community fuels our endeavor. Embark on this enlightening voyage with us, and escalate your customer success game to unparalleled levels.
Join us on this quest for knowledge, engage with a community of like-minded professionals, and elevate your customer success game to the next level. Your journey towards mastering customer success begins here, at “The Customer Success Playbook.” Keep On Playing!!
The Customer Success Playbook
Customer Success Playbook S3 E19 - Terinee Pooler - NPS
In this engaging episode of Customer Success Playbook, Terinee Pooler, Atlanta Chapter Lead of Women of Customer Success, shares crucial strategies for developing and operationalizing effective Net Promoter Score (NPS) programs. Drawing from her extensive experience, Pooler emphasizes the importance of proactive customer engagement and provides practical guidance on implementing NPS initiatives that drive meaningful organizational change.
Detailed Analysis
The discussion delves deep into the fundamentals of building and maintaining successful NPS programs, with Pooler offering valuable insights into several key areas:
Program Implementation Strategy
Pooler emphasizes that proactive customer engagement forms the cornerstone of any successful NPS program. She positions the customer success manager as a customer advocate, highlighting how this approach can transform quarterly business reviews (QBRs) and overall customer experience management.
Technical Framework
The conversation explores the technical aspects of NPS implementation, including:
- Survey distribution mechanics using platforms like Gainsight
- Quarterly feedback collection processes
- Score interpretation framework (1-10 scale)
- Classification of responses (detractors, neutrals, promoters)
Measurement and Analytics
Pooler provides a detailed breakdown of NPS scoring:
- Promoters: Scores 8 and above
- Neutral: Score of 7
- Detractors: Scores below 7
- Net score calculation methodology: Promoters minus Detractors
This systematic approach ensures organizations can effectively track and measure customer satisfaction while identifying areas for improvement.
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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook
You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.
You can find Roman at:
Roman Trebon on Linked In.
Hi,
Roman Trebon:everyone, and welcome to the customer success playbook podcast, where we bring you actionable insights and fresh strategies for driving customer success. I'm your host, Roman Trebon, joined by my cohost, Kevin Metzger. It's another great week, Kev, and we have a fantastic guest lined up today.
Kevin Metzger:Yeah, super excited to have Tarini Puller with us. She's the Atlanta chapter lead of Women of Customer Success and a distinguished speaker here to share her expertise on developing and operationalizing a net promoter program and utilizing customer feedback across an organization. Welcome to the show, Tarini.
Terinee Pooler:Thank you so much, Kevin and Roman. Glad to be here.
Roman Trebon:I almost feel like we should say glad to come back. So, like, you're our, so, for our audience, Tierney joined us last year. We did a full episode, unreleased to the public. We had so many technical issues. It was like our, Our one recording fail of the year, Kev. We've had one recording fail. It was Terri, but she's nice enough to join us again. She's back. We could ever find that hidden audio. We're going to bring it back from the archive sometime. We'll do like a retro episode, but, uh, Terri, thanks for joining us. And we're, we're super excited to have you on the show. So if it's okay with you, let's jump right in. All right. So what is your number one tip for building a successful net promoter program that drives meaningful customer insights and actions across the organization?
Terinee Pooler:Yes, Roman. So, um, I believe that as far as the net promoter score and my number one tip is it would be proactive engagement with customers. I believe if you can build a relationship between yourself as almost like a customer advocate and also the feedback from the client and getting that You know, feedback in a readily available time, uh, that it could really be a game changer and how you approach, um, QBR is how you approach Jessica's or overall customer experience.
Roman Trebon:As you're ruling out a net promoter program, Tierney, for those who have not done it before, where do you start? Do you start with who do you, the, the, the questions? Do you start with the, the plat, the delivery platform? Like if for someone that hasn't done this before, where, where should they really be? What are they putting on that blank whiteboard to start thinking about?
Terinee Pooler:Typically, um, in most CS organizations, how we measure our KPIs is through a net promoter score. And to just give a little clarity on that, it is, um, it can be formatted in like a survey or essentially feedback. From a scale to one to 10, um, and how effective has your relationship with the client or any feedback that the customer wants to talk about as far as product, how they're utilizing their services and also the relationship between the customer success manager. So that's essentially what a net promoter score is. As far as like the ranking, 10 is the best. So if you hit that 10 mark, you're doing extremely well, and that could be more, you know, uh, personalized as far as like the engagement between the customer success manager and the customer itself, or it could also be centered around, um, the overall adoption of a product, for example. So those are some kind of metrics there that we kind of gauge a net promoter score on.
Kevin Metzger:So when you mentioned earlier that maybe in your QBR, it helps for your QBR, where are you gathering the information versus using
Terinee Pooler:what I've seen in the roles that I've been a part of as far as net promoter score is usually surveys sent out every quarter. Um, I worked on a rotating book of business. So, um, every quarter anonymously, a survey gets sent out. Um, and, um, I want to shout out a CRM tool. GainSight is really, really helpful. Oh, shout out there. Yeah, yeah. So GainSight does a great job as far as measuring cadence, um, on when a NPS score should go out, um, or NPS survey, if I'm not mistaken. And then they're able to give you the analytical view very quickly. Um, so as soon as a client takes a survey, you usually receive a notification. On where you kind of land it between that one and 10 score, um, anything kind of below a seven, um, some orgs could be like five or below, but let's say seven, it's going to be like a neutral. You're getting past that, like seven and lower, this is a detractor and anything kind of above eight, it would be like a promoter, which would be a good standing.
Roman Trebon:So you're taking those promoters, subtracting them from those detractors, right? And that net Bernie is, is that net promoter and obviously higher, the better. Don't want to be in the negatives, right? Negative is very, very bad, but you want to drive that net promoter as, as high as possible. So I know you're thanks for your number one tip. I feel like you gave us a few tips there. So maybe it was tip one, one a and one B. So I know Kev, we've been doing these number one tips. We were very loose with our definition of how many tips we hold our experts at. Um, so Terri, but you're going to come back on Wednesday, right? And, and I'm excited for Wednesday's show. Cause you're going to talk about how to. Action and make sure this fee gets used across the organization, right? I'm sure you'll get in and tell us that collecting feedback is important, but if you do nothing with it, probably not going to get a lot of feedback moving forward. So, to our audience, thanks for those tips. It was fantastic on Wednesday. Again, you'll be back for our 1 big question segment for our audience. Make sure you subscribe to our podcast. So, you know, when the Wednesday episode gets released like it. Promote it, send it to your friends, your colleagues. We now have these bite size episodes, so they're very easy to consume. You can listen to your number one tip on your, on your drive to work, walking the dog, et cetera. So don't miss out on an episode. We have a great week with Taranyi ahead. So until next time, Kevin, keep on playing.
