NPS, a common acronym for service professionals. We know that measuring customer delight is top of mind for you, and it is for us too! At ServiceMax, we launch an NPS Survey to our customers once a year. This executive-led program is a key strategic initiative in our Customer Experience efforts. You provide feedback and we take action to improve processes, build programs, make investments, and transform our organization to do better for you as you Keep the World Running. I'm Stacey Epstein, Chief Marketing Officer and Customer Experience Officer. Watch this video to hear about our recent NPS updates. And please, reply to the NPS survey if you receive it this month!
I want to take a minute to thank our clients for their partnership, and to provide an update on what the Product Team is doing about our NPS Promises. I lead Product Management team, we’re responsible for ServiceMax product vision and strategy, planning new product development, enhancements and defining our technology roadmaps.
Your Customer Success contact is dedicated to your success and we are investing in ways to improve the way we work with clients. All of these programs have been built in response to your NPS comments from 2018. Comment here with questions and feedback - I always want to hear feedback on how things are going, and any way we can help.
Things have been busy in the kitchen! In March we launched our new Community platform which allowed us to introduce a new approach to the Ideas Exchange. Hopefully you have all been active submitting, voting, and commenting on Ideas!
We heard your NPS feedback and wanted to share with you how Customer Success and Product have been partnering to provide an improved Ideas Exchange experience. This collaboration is intended to improve the delivery of product enhancements submitted through the Ideas Exchange by increased engagement, deeper discussions, and mutual accountability.
What you can expect:
Our Product Team and Customer Success team will be meeting bi-weekly to review Ideas.
Premier Customers can expect discussion and feedback gathering sessions to be included in their regular interaction with their Customer Success Manager.
A review and clean-up of the Ideas Exchange with every Idea being updated quarterly by the Product Team.
A better understanding of when items tagged “On the Roadmap” will be released when possible.
It is important to note that not all Ideas will be selected for implementation.
Please reach out to Lisa ( @lisa_mercer ), Kevin ( @kevinpayne ), or your Customer Success Manager if you have any feedback!
You said we’re taking too long to respond with answers on basic functionality, so we’re going to invest more in training, education, and knowledge! Check out my detail response to the rest of your 2018 NPS feedback.
See @Dave_Hart's video on how we're addressing all the NPS feedback here.