NPS isn't a metric you bolt onto an existing survey, it's a process you build into the business. Confuse the two and you get the question without the value. Here are the eight steps, refined over 20+ years of NPS consulting, that take you from buy-in through to operating rhythm without skipping the bits most rollouts skip.
Your boss is unhappy about last month's NPS drop and wants reasons. Before you start hunting for causes, check whether the drop is within margin of error, i.e. did it actually change! Here's how to calculate NPS margin of error (two ways), the Chi-squared test, and which to use when. Or skip ahead and download the free Excel spreadsheet.
When skeptical executives ask whether NPS actually moves revenue, vague assertions don't help. Here's a running collection of public case studies, B2B and B2C, with the hard numbers, for the next time you need proof in the room.
Senior management is on board, the change management plan's in place, and now you need to choose an NPS software platform. There's a tempting cheap route via generic survey tools, and a year later you've custom-built half a dedicated platform on top of it. Here's the buyer's guide: which features are mandatory, which are recommended, and the one B2B question most checklists never ask.
Choosing NPS software in 2026 is harder than it should be, every vendor claims everything, and the differences only show up months in. Here's what actually matters: survey customisation, distribution channels (email, SMS, in-app), segmentation, real-time analytics, and the integrations that wire NPS into your CRM and helpdesk. With a comparison of the top providers, what's changed in the vendor landscape, and why the feature checklist rarely predicts whether the programme survives its first year.
Customer Success Manager job ads have exploded over the last decade, but the role still means something different in every company. Here's what a CSM actually does, why subscription businesses can't live without one, and the KPIs that tell you whether yours is working.
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