Adam Ramshaw, Author at Genroe

About Adam Ramshaw

Adam Ramshaw has been helping companies to improve their Net Promoter® and Customer Feedback systems for more than 10 years. He is on a mission to stamp out ineffective processes and bad surveys. Download his free report: 10 Big Mistakes People Make When Running Customer Surveys.

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Here are my most recent posts

What is a Lead and how it’s different to Prospects, MQLs and SQLs

By Adam Ramshaw Leave a Comment

You say tomato and I say tomato: What IS a Lead? [source]

Subscribers, Leads, MQLs, SQLs, Prospects, Opportunities, Customers: these terms get thrown around in B2B sales and marketing departments the world over but it’s almost like we’re speaking different languages.

Of course, the basic premise is that each term relates to how far through the sales process a non-customer is and what lead nurturing still needs to be done to turn them into a Customer.

The problem is their meanings overlap based on who you speak to and when you speak with them. What is a Lead and how it is different to a Prospect? When does a Subscriber turn into a Lead?

In this post we’ll clarify the differences between the terms and provide a simple, practical, working baseline that you can use to clearly define them in your business. [Read more…]

Zero is a Special Net Promoter® Number

By Adam Ramshaw 2 Comments

One may be the loneliest number but, when it comes to Net Promoter, Zero is more special than you realise. I’ve been saying for a while now that when someone gives you a zero in a Net Promoter Score® survey they are not just providing feedback, they are sending you a message. If you choose to respond to that message you can turn people around dramatically.

So recently I ran the numbers to get under the covers on this subject and found some very interesting results. In the process I looked at several sets of data and charted it in two ways: response rate by score and comment rate by score. See below for the charts.

The first thing to notice is that the shape of the curves is remarkably similar across all of the companies. Of course the exact proportions of each score are different as each organization has a different NPS® but the shape of the curve is very similar. [Read more…]

[Case Study] Iron Mountain Doubles NPSⓇ Survey Response Rates

By Adam Ramshaw 3 Comments

Iron Mountain doubled NPS survey response rates with two simple changes to their survey invite. In doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall.

First, they changed the email invite “from” name to a real person, not a department.

Second, they radically slimmed down the wording in the invite and embedded the first question in the invite itself.

These were great outcomes for their Net Promoter program, so we sat down with two of Iron Mountain’s Australian customer experience managers to discover exactly what they did.
[Read more…]

Net Promoter Score® Success Stories and Case Studies

By Adam Ramshaw 12 Comments

Demonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult. It is especially so if you are trying to prove it before your organisation has implemented any changes.

One way to prove the value of NPS® is to use external success stories and case studies to show what has been done by other organisations. Unfortunately, finding those case studies can be very difficult.

To try to overcome this issue, I have decided to create a list of case studies and references that are public domain. This blog post will be updated whenever I have new material. [Read more…]

HubSpot CRM vs ZoHo CRM: The Free CRM Shoot Out

By Adam Ramshaw 2 Comments

In the search for the right Sales CRM, there are lots of options. In a recent post, I did a detailed HubSpot CRM review but here I’ll look at comparing Zoho Vs HubSpot CRMs.

HubSpot CRM and Zoho CRM are both good products, applicable to a range of mid-tier organisations. They provide an extensive range of features but at the free level, HubSpot CRM has the edge over Zoho in some key inclusions: user count, email integration, meeting scheduling, custom fields, task reminders and ease of use.

[Read more…]

About Adam Ramshaw

What is a Lead and how it’s different to Prospects, MQLs and SQLs

Zero is a Special Net Promoter® Number

[Case Study] Iron Mountain Doubles NPSⓇ Survey Response Rates

Net Promoter Score® Success Stories and Case Studies

HubSpot CRM vs ZoHo CRM: The Free CRM Shoot Out

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