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HOW NET PROMOTER BUILDS A CULTURE AND DRIVES GROWTH

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

Published in: Technology
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HOW NET PROMOTER BUILDS A CULTURE AND DRIVES GROWTH

  1. 1. Produced by How Net Promoter Builds a Culture and Drives Growth
  2. 2. Produced by Evan Klein Founder & President
  3. 3. Produced by Customer Success & Employee Engagement Consulting Firm Visit us at our booth
  4. 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. 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. 6. Produced by Multiple of revenue Company Valuation 2X
  7. 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. 8. Produced by Generally favorable How would characterize your opinion of NPS? Generally unfavorable No opinion
  9. 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. 10. Produced by Five things about (B2B) Net Promoter you may not know
  11. 11. Produced by It’s okay to have more than two questions
  12. 12. Produced by Everyone will benefit
  13. 13. Produced by It will elevate your customer focused culture Hiring Training Rewards & RecognitionAttitude & Behaviors Company Values Employee Engagement Foster Empowerment
  14. 14. Produced by It will “supercharge” your Totango install
  15. 15. Produced by It’s not really “simple” So, be sure to do your homework first
  16. 16. Produced by Evan Klein Founder & President 480-773-6120 evan@satrixsolutions.com

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