How a Small Change in Culture had a Big Impact on the NPS Score and Customer Experience
Lee Peterson, Deltek. - From the outside everything looked great when Lee took over the Deltek CSM team in EMEA back in 2021. Net Retention seemed healthy, and churn was low. However, from the data Lee could spot that there was a potential problem coming down the line that needed his urgent attention and significant changes to help turn around. Learn how Lee took decisive action to change the culture and focus of the CSM team in EMEA, resulting in significant NPS improvements and a dramatically improved Customer Experience. Lee will explain the framework he implemented that resulted in this turn around, and how you can follow these simple steps to help improve your Customer Experience too. https://gainsight.box.com/s/aqt1g8gdwhbzdz7wzlo65ucmfxnvugrx
