Customer Success Playbook S3 E19 - Terinee Pooler - NPS

Episode notes

Send us Fan Mail In this engaging episode of Customer Success Playbook, Terinee Pooler, Atlanta Chapter Lead of Women of Customer Success, shares crucial strategies for developing and operationalizing effective Net Promoter Score (NPS) programs. Drawing from her extensive experience, Pooler emphasizes the importance of proactive customer engagement and provides practical guidance on implementing NPS initiatives that drive meaningful organizational change. Detailed Analysis The discussion delves deep into the fundamentals of building and maintaining successful NPS programs, with Pooler offering valuable insights into several key areas: Program Implementation Strategy Pooler emphasizes that proactive customer engagement forms the cornerstone of any successful NPS program. She positions the customer success manager as a customer advocate, highlighting how this approach can transform quarterly business reviews (QBRs) and overall customer experience management.

Related episodes across the Index

Other episodes covering the same guests and topics, from across The B2B Podcast Index.

• This Company’s Compensation Cycle Takes Five Minutes with Rowan SavageFNDN Series · on Net Promoter Score (NPS)95 / 100
• How B2B Marketers Use Customer Marketing for ExpansionB2B Marketing with Fexingo · on Gainsight83 / 100
• What Customers DO Tells You More Than What They SAYColorado Tech People · on Net Promoter Score (NPS)80 / 100
• B2B Sales Strategy and AI in Sales: Deal Intelligence That Drives RevenueThe B2B Revenue Executive Experience · on Customer success80 / 100
• CELab - Ep 185 - The Four Faces of AI Resistance: Eve Kedar on Why Customer Education Should Own the AI RolloutCELab: The Customer Education Lab · on Gainsight77 / 100
• Ep # 190: How to Catch a Bad-Fit Customer Before They Churn ft. Andrew Loomis (VP of Customer Success, Sisense)Across the Funnel · on Gainsight77 / 100

• Customer Success Playbook - Final Episode with Kevin and Roman31 / 100
• Customer Success Playbook Podcast S3 E72 - Adrian Swinscoe - Enhancing Customer Experience with AI55 / 100
• Customer Success Playbook Podcast S3 E71 - Adrian Swinscoe - Unlocking Value in Customer Journeys48 / 100
• Customer Success Playbook Podcast S3 E70 - Adrian Swinscoe - Data and Customer Storytelling74 / 100
• Customer Success Playbook S3 E69 - Gayle Gorvett - Scaling AI Governance Without Killing Innovation65 / 100