Bain & Company’sNet Promoter Systemis one way to do this. Bain developed their NPS System as a model for companies to transform their internal processes to become better able to turn the NPS Score into action. It works by organizing your company in three main components: The inner loop. Y...
NPS is a means to an end, not an end goal. The goal is making your customers happier – because it’s the right thing to do, and because it leads to a more profitable business. Remember, all a Net Promoter System is at its core: ...
But how can you know if it is a “good” or “bad”NPS score? Scroll down and find out. But for that, we must first understand what NPS is and how NPS is calculated. Net Promoter Score Defined Net Promoter Score(NPS) is a widely used CX metric that measures customer loyalty and sa...
For a helpdesk solution, these are some of the KPIs that are widely accepted as an industry standard: Customer retention rate Resolution time First response time Net Promoter Score/Customer Satisfaction Score (NPS/CSAT) First contact resolution (FCR) rate Is helpdesk software a CRM? A customer...
A kanban board is an agile project management tool designed to help visualize work, limit work-in-progress, and maximize efficiency (or flow). It can help bothagileandDevOpsteams establish order in their daily work. Kanban boards use cards, columns, and continuous improvement to help technology...
What is a minimum viable product (MVP)? Put in basic terms: the minimum viable product, or MVP, is the simplest version of a product that you need to build to sell it to a market. The concept of the minimum viable product, or MVP, was first introduced by Lean Startup genius Eric ...
Business model innovation is the process of reinventing how a company creates, delivers, and captures value. It involves changing core aspects like target customers, revenue streams, or cost structures to gain a competitive edge, adapt to market shifts, or drive growth. It’s key for long-term...
Enter progressive profiling. This method requests minimal information each time a prospect engages, but builds a comprehensive dataset over time. For example, you provide registration-free high-level content to a first-time website visitor, then request information for a case study, and finally dire...
The purpose of any GTM strategy is to plan how your company will bring your offer to the market with minimal risk. Your plan should align all stakeholders on overall processes (whether directly involved or not), help you reach the right people (your target audience), and effectively convey ...
Scrum has a clearly defined set of roles and rituals that should be followed and the scrum master works with each member of the scrum team to guide and coach the team through the scrum framework. What is a scrum master? A Scrum master is the facilitator of scrum, a lightweight agile ...