Reporting on and taking action based on NPS (Net Promoter Score), CSAT (Customer Satisfaction), and Lifetime Value (LTV) are essential for a Customer Success Manager (CSM) at a SaaS company. Here’s how to effectively report and act on these key metrics:
- NPS
- Promoters (score 9-10): Identify promoters and engage with them to turn them into advocates. Encourage them to refer new customers or provide testimonials.
- Passives (score 7-8): Reach out to passives to understand their concerns and needs. Address any issues they may have and work to improve their satisfaction.
- Detractors (score 0-6): Prioritize detractors for follow-up. Contact them to learn about their concerns and attempt to resolve issues. Consider providing special offers or incentives to regain their trust.
- Share NPS insights with your product, marketing, and sales teams to inform improvements, campaigns, and strategies.
- CSAT
- For lower CSAT scores, reach out to customers to understand the specific issues they faced and address them promptly.
- Recognize support agents or teams who consistently receive high CSAT scores to motivate and reward them.
- LTV
- Identify opportunities for upselling and cross-selling to maximize LTV. Engage with customers who are using your product effectively and may benefit from additional features or services.
- Work on reducing churn and retaining high-value customers. Identify at-risk accounts and create strategies for retaining them.
- Share LTV insights with your sales and marketing teams to tailor acquisition strategies and target customers who are likely to have higher LTV.
Robert Statsky 