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Can Net Promoter Score Hold Its Ground Against the Customer Health Score?

Can Net Promoter Score Hold Its Ground Against the Customer Health Score?

by Sonia Siganporia | Sep 11, 2018 | Customer Success

NPS vs. CHS Net Promoter Score (NPS) has been the undisputed king of customer satisfaction metrics over the past two decades. Garnering its pedigree thanks to its roots in a blue-chip management consulting company, it has a proven track record of success, thanks to...
Engineering Success: An Interview With a Success Engineer

Engineering Success: An Interview With a Success Engineer

by Sonia Siganporia | May 2, 2017 | Customer Success

Shaun VanWeelden, Success Engineer Last week, I had the opportunity to speak with Shaun VanWeelden, a Success Engineer at Engagio. After gaining engineering experience at companies like Microsoft, Amazon, and Twilio, Shaun joined Engagio full-time to combine his...
The Top 6 Customer Success & Customer Retention Technology and Service Experience Analysts to Follow

The Top 6 Customer Success & Customer Retention Technology and Service Experience Analysts to Follow

by Sonia Siganporia | Feb 3, 2017 | Customer Success

The Top of the Class It’s time to acknowledge that changing requirements and evolving practices are going to be a frequent occurrence in the Customer Success world. 2016 was a significant year for Customer Success, as awareness and recognition of CS grew by leaps and...
5 Classic Customer Success Books for Your 2017 Reading List

5 Classic Customer Success Books for Your 2017 Reading List

by Sonia Siganporia | Jan 9, 2017 | Customer Success

In With the Old In the Customer Success reading list we compiled last year, we focused on more recent customer-centric books that had made a big splash. This year, we want to focus on the oldies, but goodies in the customer-facing space, and look at the established...
5 Strategies to Increase Customer Success ROI

5 Strategies to Increase Customer Success ROI

by Sonia Siganporia | May 4, 2016 | Customer Success, Tips and Tricks

CS Power Tools Customer Success is essential to the long term health of your business; every SaaS company needs to make room in their budget to support one. Without a Customer Success team, the responsibilities for account retention, upsells, and proactive maintenance...
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