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On Demand Webinar

Trends for Measuring Voice of the Customer Metrics

Customer Success organizations continue to take more responsibility as it relates to customer experience initiatives. This includes using voice of the customer (VOC) metrics that take a pulse of your customers’ view of their relationship.

Listen to TSIA's VP of Customer Success Research and Advisory Services, Phil Nanus, as he shares some of the customer success trends for measuring VOC metrics.

During this 30-minute on-demand webinar, Phil will cover the following:

  • The basics of Voice of Customer metrics for Customer Success organizations including Net Promoter Scores (NPS), CSAT, and Customer Effort Score (CES)
  • Which organization has the primary responsibility for survey programs
  • Which survey types are used for relationships vs. transactions
  • Are any survey trends from B2C spreading to B2B companies

Don't miss this opportunity to gain access to TSIA's insights into the latest customer success trends. Register today!

Register even if you can’t attend and we’ll send you a link to view the recording.

Presented By:

Phil Nanus

VP Research, Customer Success, TSIA

Publish Date: September 8, 2017