Adam Ramshaw, Author at Genroe

Customer Journey Mapping Software Review

With the rise and rise of interest in Customer Journey Mapping there has been a commensurate rise in software applications to document, manage and print the resulting maps.

In this post I review a wide range of software based customer journey mapping tools that can be used to document the maps you create and make a suggestion on which to select for your needs. [Read more…]

Adam Ramshaw

Adam Ramshaw has been helping companies to improve their Net Promoter® and Customer Feedback systems for more than 15 years. He is on a mission to stamp out ineffective processes and bad surveys.

HubSpot CRM Review 2018 (By an Actual User)

By Adam Ramshaw 4 Comments

As noted in the title, this HubSpot CRM 2018 review is by an actual user – it’s not one of those robo comparisons that are becoming so common.

In late 2018 HubSpot did a pretty major revamp of their pricing and added plenty of new features to the system. This review was updated in December 2018 to take account of those changes.

We’ve been using the HubSpot Marketing and CRM system for more than a year and the more we use it, and the more we uncovered little features here and there, the more we like it. [Read more…]

Adam Ramshaw

Adam Ramshaw has been helping companies to improve their Net Promoter® and Customer Feedback systems for more than 15 years. He is on a mission to stamp out ineffective processes and bad surveys.

6 Easy HubSpot CRM Hacks for Sales Professionals

By Adam Ramshaw Leave a Comment

HubSpot CRM Hacks to Rev up Sales Productivity

The HubSpot Sales CRM has loads of great features, but putting them together to really rev up your productivity isn’t always obvious. In this post, I’ve accumulated the various HubSpot CRM hacks I’m using in the sales process for you to use.

If you have a tip, idea or hack that I haven’t covered (and there are plenty) please let me know so I can add it to the list. You’ll get full credit. [Read more…]

Adam Ramshaw

Adam Ramshaw has been helping companies to improve their Net Promoter® and Customer Feedback systems for more than 15 years. He is on a mission to stamp out ineffective processes and bad surveys.

Net Promoter Score Benchmarks: Don’t Waste Your Time On External Data

By Adam Ramshaw 5 Comments

It comes in many flavours but easily the most common question on Net Promoter that I get asked is:

How good is my Net Promoter Score?

Unfortunately it is also the question with the answer that people want to hear the least: there are very few ways to really know.

While there are some reasonably comprehensive, multi-industry, NPS research reports unless your company is actually included in the study they are generally worthless in giving you a benchmark against which to measure your internally derived score.

The reason is quite simple. NPS can vary dramatically depending on a variety of factors and unless your survey process is the same as the benchmark’s process they are not comparable.

Don’t worry I’ll give you two good resolutions to this problem but first why, are those published data of so little assistance?

[Read more…]

Adam Ramshaw

Adam Ramshaw has been helping companies to improve their Net Promoter® and Customer Feedback systems for more than 15 years. He is on a mission to stamp out ineffective processes and bad surveys.

Research: 6 Key Drivers of Successful Customer Feedback Programs

By Adam Ramshaw Leave a Comment

For more than 15 years I’ve been working with clients to create and run successful customer feedback and Net Promoter® programs. Over that time we have seen many implementations: some good and and some not so good.

While we’ve seen lots of great ideas and know quite a few pitfalls that will likely spell failure, we wanted to really expand the statistical validity of our anecdotal evidence.

So we performed some primary research. The goal of this research was to identify which attributes of the customer feedback and action process contribute to overall success and failure.

After analysing the responses from 80 participants we identified 6 Drivers and 7 Key Takeaways for organisations wanting a successful customer feedback process. [Read more…]

Adam Ramshaw

Adam Ramshaw has been helping companies to improve their Net Promoter® and Customer Feedback systems for more than 15 years. He is on a mission to stamp out ineffective processes and bad surveys.

Customer Journey Mapping Software Review

HubSpot CRM Review 2018 (By an Actual User)

6 Easy HubSpot CRM Hacks for Sales Professionals

Net Promoter Score Benchmarks: Don’t Waste Your Time On External Data

Research: 6 Key Drivers of Successful Customer Feedback Programs

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