Entries by Christine Smith

Asking the Right Questions of Your Customers

Getting Your Voice of Customer (VOC) Right Key Account customers don’t want to fill out periodic VOC or NPS surveys full of the same generic questions. They also don’t want to waste time doing Net Promoter Surveys (NPS). In general, your Key Accounts are probably not motivated or incentivized to give you great information through […]

What Customer Churn Really Means

“Churn” is a term that gets used a lot in the Account Management and Customer Success conversations that we have here at Kapta. Many Account Managers and Customer Success Managers take churn very seriously (and many are compensated based on churn rates). Churn rate does of course directly show the percentage of lost customers in […]