Why the KORE Score Framework will Retire the Net Promoter Score

CSM Practice - The Customer Success Podcast

Are we ready to say goodbye to the NPS score? Stephen Fulkerson, VP of Research and Advisory at TSIA, shares his groundbreaking framework, the KORE score, designed to assess various aspects of customer success and provide insights into organizational performance, customer satisfaction, and retention.
The KORE Score - Keeping Organizational Outcomes, Retention, Renewals, References, and Reputation Excellent
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𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
◾ Discover TSIA's groundbreaking research on monetizing customer success and industry performance trends.
◾ Learn effective strategies to boost survey response rates and achieve forecasted targets for customer success metrics.
◾ Dive deep into the KORE Score framework and its potential to revolutionize customer success metrics for businesses of all sizes.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Stephen Fulkerson is the Vice President of Research and Advisory, Customer Success at TSIA. Stephen is best known for his thought leadership in customer success by taking hard and complex issues in customer success and simplifying them with innovative processes and frameworks. In today’s discussion, Stephen will be revealing his latest framework called KORE SCORE which he believes will go head to head with Net Promoter Scores (NPS).
🔗 You may connect with Stephen via LinkedIn: https://www.linkedin.com/in/stephenfulkerson/
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: Key Saas Metrics that Matter
https://www.csmpractice.com/key-saas-metrics-that-matter/
🎥 Watch: Customer Success KPIs that Matter Most
https://youtu.be/32Y1yjBryiA
⏬ Download: Customer Success KPIs
https://www.csmpractice.com/customer-success-kpis-slides

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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
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Chương

1. Intro (00:00:00)

2. Monetizing Customer Success (00:04:00)

3. The Challenge With NPS (00:05:21)

4. Why KORE Score? (00:07:19)

5. Calculating the KORE Score (00:09:56)

6. Benchmarking the Score (00:15:46)

7. Analyzing Results and Taking Action (00:20:55)

8. Getting Started with the KORE Score (00:22:51)

9. Increasing Response Rate (00:25:08)

10. TSIA Conference (00:28:16)