NPS and CRM Drive Profit
Does your company have just one Net Promoter Score? Or perhaps you have a few from different stages of the customer journey? And then this score is used to make significant business and/or customer experience decisions? This methodology may be beneficial for some of your customers – but it may be the opposite for others. The reason is that different customer segments have different NPS scores. As a quick review, NPS’s best utilization is as a gauge of predicted organic growth