Customer Success Summit 2015 breakout session: Presented by: Evan Klein, Founder & President, Satrix Solutions

1. Produced by
How Net Promoter
Builds a Culture
and Drives Growth

2. Produced by
Evan Klein
Founder & President

3. Produced by
Customer Success &
Employee Engagement
Consulting Firm
Visit us at our booth

4. Produced by
Sales close rates
Customer Lifetime Value
Up-sell / Cross-sell
Retention
Renewals
Referrals
Employee engagement
Reputation
0% 40%
10%
20%
30%
Revenue
0% 40%
10%
20%
30%
Profits

5. Produced by
Sales close rates
Customer Lifetime Value
Up-sell / Cross-sell
Retention
Renewals
Referrals
Employee engagement
Reputation
0% 40%
10%
20%
30%
Revenue
0% 40%
10%
20%
30%
Profits

6. Produced by
Multiple of revenue
Company Valuation
2X

7. Produced by
Multiple of revenue
Company Valuation
2X
Increase in
valuation due to
improved revenue
growth and
visibility4X
6X Greater appreciation
of NPS among:
Venture Capital
Private Equity
Wall Street

8. Produced by
Generally
favorable
How would characterize your
opinion of NPS?
Generally
unfavorable
No opinion

9. Produced by
Net Promoter Score (NPS) = % of Promoters − % of Detractors
How likely are you to recommend Company to a
friend or colleague?
Not at all likely Extremely likely
0 1 2 3 4 5 6 7 8 9 10
Detractors
(0-6)
Promoters
(9-10)
Passives
(7-8)
Net Promoter System

10. Produced by
Five things about
(B2B) Net Promoter
you may not know

11. Produced by
It’s okay to have
more than two
questions

12. Produced by
Everyone will benefit

13. Produced by
It will elevate your
customer focused culture
Hiring
Training
Rewards
&
RecognitionAttitude
&
Behaviors
Company
Values Employee
Engagement
Foster
Empowerment

14. Produced by
It will “supercharge” your
Totango install

15. Produced by
It’s not really “simple”
So, be sure to do your homework first

16. Produced by
Evan Klein
Founder & President
480-773-6120
evan@satrixsolutions.com