Using theNet Promoter Score (NPS)withMicrosoft Dynamics CRM 2011Fusion Software Ltd
What is NPS?• Net Promoter Score (NPS) is a simple metric tomeasure customer satisfaction.• Based on 0-10 scale question“H...
What is NPS?• Customers are classified based on their responseinto 3 groups• 0-6 “detractors”• 7-8 “passive”• 9-10 “promot...
NPS: More than a question• Used by organizations to change behaviour• All aspects of customer experience fed back to allle...
NPS: Pros and cons• Advantages• Measures customer loyalty (and profitability)• Practical and simple to understand for the ...
Why use in CRM 2011?• CRM has multiple touch points on the customerjourney:• Marketing• Sales• Service• Support• Store fee...
An NPS measurement tool: Mojo Surveys• Mojo Surveys is acustomer feedbacksurvey tool built solely forMicrosoft Dynamics CR...
Why Use Mojo Surveys?• Independent of any system - choose the right toolfor the job: NPS, CES, CSTAT or your own customsco...
Why Use Mojo Surveys?• Automatically send survey invitations at key pointsof the customer journey. E.g. post purchase /ser...
Why Use Mojo Surveys?• Immediate and timely feedback to the CRM USER• change bad service or• reinforce good service• Sched...
Mojo Surveys: NPS Actions• Feedback on customer record (optional)Promoter:Detractor:• Analyse results by business unitfusi...
Summary• NPS is a simple and practical measure of customersatisfaction and loyalty• Microsoft Dynamics CRM 2011 is the per...
Contact us• More information:• http://www.fusionsoftware.com/mojosurveys• info@fusionsoftware.comRequest a free, no hassle...
Referencesfusionsoftware.com/mojosurveys 14Microsoft Case study:Oklahoma City Thunder Uses Microsoft Dynamics CRM to Score...
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Microsoft Dynamics CRM 2011 and Net Promoter Score (NPS)

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This presentation describes the Net Promoter Score (NPS) and how it can be used in Microsoft Dynamics CRM 2011 in conjunction with Mojo Surveys to measure and improve the customer experience.

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Microsoft Dynamics CRM 2011 and Net Promoter Score (NPS)

  1. 1. Using theNet Promoter Score (NPS)withMicrosoft Dynamics CRM 2011Fusion Software Ltd
  2. 2. What is NPS?• Net Promoter Score (NPS) is a simple metric tomeasure customer satisfaction.• Based on 0-10 scale question“How likely is it you would recommend[us/product/service] to a friend or colleague?”fusionsoftware.com/mojosurveys 2
  3. 3. What is NPS?• Customers are classified based on their responseinto 3 groups• 0-6 “detractors”• 7-8 “passive”• 9-10 “promoters”• Net Promoter Score is % promoters - % ofdetractorsfusionsoftware.com/mojosurveys 3
  4. 4. NPS: More than a question• Used by organizations to change behaviour• All aspects of customer experience fed back to alllevels of organization• Used by:• Apple• Philips• Rackspace• Virgin Mediafusionsoftware.com/mojosurveys 4
  5. 5. NPS: Pros and cons• Advantages• Measures customer loyalty (and profitability)• Practical and simple to understand for the customer andorganization• Driver of change in an organization and focuses theorganization on the customer.• Disadvantages• Too simplistic• Other measures available (Customer Effort Score) tomeasure customer experiencefusionsoftware.com/mojosurveys 5
  6. 6. Why use in CRM 2011?• CRM has multiple touch points on the customerjourney:• Marketing• Sales• Service• Support• Store feedback against the customer record andmake available to customer services• Feedback given to CRM user immediately is moreeffective at changing behaviourfusionsoftware.com/mojosurveys 6
  7. 7. An NPS measurement tool: Mojo Surveys• Mojo Surveys is acustomer feedbacksurvey tool built solely forMicrosoft Dynamics CRM2011• Use to collect• Net Promoter Score (NPS)• Customer Effort Score (CES)• Customer Satisfaction Score(CSAT)fusionsoftware.com/mojosurveys 7
  8. 8. Why Use Mojo Surveys?• Independent of any system - choose the right toolfor the job: NPS, CES, CSTAT or your own customscoring index• Allow promoters to promote via social media:fusionsoftware.com/mojosurveys 8
  9. 9. Why Use Mojo Surveys?• Automatically send survey invitations at key pointsof the customer journey. E.g. post purchase /service.• Minimal integration - results sent back to CRMautomatically with no manual import of filesfusionsoftware.com/mojosurveys 9
  10. 10. Why Use Mojo Surveys?• Immediate and timely feedback to the CRM USER• change bad service or• reinforce good service• Schedule follow up actions in CRM for negativefeedbackfusionsoftware.com/mojosurveys 10
  11. 11. Mojo Surveys: NPS Actions• Feedback on customer record (optional)Promoter:Detractor:• Analyse results by business unitfusionsoftware.com/mojosurveys 11
  12. 12. Summary• NPS is a simple and practical measure of customersatisfaction and loyalty• Microsoft Dynamics CRM 2011 is the perfect placeto store NPS feedback and surface the results• Mojo Surveys can gather NPS feedback in a timelymanner, trigger any corrective processes andproduce actionable feedback for the CRM user andorganizationfusionsoftware.com/mojosurveys 12
  13. 13. Contact us• More information:• http://www.fusionsoftware.com/mojosurveys• info@fusionsoftware.comRequest a free, no hassle, no credit card details required,30 day trial (we’ll even commission the CRM 2011 trialenvironment) athttp://www.fusionsoftware.com/mojosurveys/trialThank you.fusionsoftware.com/mojosurveys 13
  14. 14. Referencesfusionsoftware.com/mojosurveys 14Microsoft Case study:Oklahoma City Thunder Uses Microsoft Dynamics CRM to Score with Season TicketHoldersNPS®, Net Promoter® & Net Promoter® Score are registered trademarks of SatmetrixSystems, Inc., Bain & Company and Fred Reichheld

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