They are satisfied, but that is all. Passives feel that their product/service is in the status quo.
Detractors They don't like you, they really don't. Detractors are likely to regret it, tell others to avoid doing business with you, and do the most damage to your brand.
Send your NPS regularly and remember not to send it too soon to new customers. There will always be issues that need to be resolved in the system before sending an NPS.
The cadence of survey sending depends on your business and goals. As a general rule, start by sending an NPS every three to six months.
To calculate your score, subtract the percentage of detractors from the percentage of promoters. You can also use this handy NPS formula.
Customer Lifetime Value (CLV)
“Customer lifetime value is the metric that indicates the audit directors auditors email lists total revenue a company can reasonably expect from a single customer account. It looks at the value of a customer’s revenue and compares that number to the company’s projected customer lifetime.”
It is a crucial metric for determining which customer segments or buyer personas will generate the most revenue for a company.
Its applications are not limited to accounting for broad portions of your customer base. The figure can also be used to measure the value of individual accounts and, in turn, the ability of account managers to engage existing customers. Their ability to consistently provide value to their customers can be measured, in large part, by the value they offer in return.
An account manager can demonstrate that they are actively engaged with their customers with a high average customer lifetime value. It shows that they know how to build rapport and keep customers loyal to their business over time. It is a valuable KPI to keep in mind when getting an idea of the overall performance of account managers.
Once you have data on your KPIs, analyze the information to understand why you got those results. Then, determine how you can improve performance and move forward with action. And remember: as important as it is to set KPIs, they should always be tied to an overall goal.
