From Customer Success Summit 2017 - Natasha Bishop, Director of Customer Success at Smartsheet, discusses "Diving Into the Qualitative Feedback". Learn more about Customer Success Summit: http://customersuccesssummit.com Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success. Learn more at www.totango.com.

1. Net Promoter Score
More Than Just a Number

2. Tasha Bishop
Director of Customer Success | Smartsheet
• Manage over 8M users/85K unique accounts
• Team of 32 CS Reps
• Focused on Customer Relationships, Trainings and
Solution building

3. Smartsheet | Online Collaborative Work Management Platform
Spreadsheet Easy
Transparency
Accountability
Integration
Configurability
Resource
Management
Multiple
Views
Visual
Status
Spreadsheet
Interface
Solution
Gallery
Reports
Sharing Update
Requests
Publishing
Attachments Discussions Integrations
Conditional
Formats

4. NPS Program
• Who currently runs one?
• Who wants to start one?
• Who has researched baseline NPS scores?

5. Value of NPS
• Access to new contacts
• Obtain raw feedback
• Discover expansion & customer evidence opportunities
• Identify unknown At Risk accounts
• Educate internal teams

6. Setting Your Program Up for
Success

7. Keep It Simple!
• Straightforward language and questions
• Easy to complete
• Allow for unbiased results

8. NPS Email & Survey

9. Expand Survey List
• Send to anyone touching the product

10. Ensure Follow Through with the Customer
• Utilize automated systems to provide instant feedback to the customer
• Tailor feedback based on responses
• Put processes in place to enable CS to follow up with the customer

12. Analyze and Share Insights with Internal Teams
• Look for trends
• Track NPS outcomes
• Share insights

13. Take-away/Lessons Learned
• Keep it simple
• Listen to your customers & FOLLOW UP
• Share the insights with the organization

14. Q&A

15. THANK YOU
Tasha.Bishop@Smartsheet.com