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How to Have a Customer Health Score Beyond Just NPS (Which We Know 46% of You Use!)

To excel at customer success you need to understand your customer health score. According to a study by Gartner, 88% of Account Managers (CSMs) think they can grow by delivering a great service, which is reflected in your customer health score measures. A customer health score is a metric used to determine whether customers are […]

The post How to Have a Customer Health Score Beyond Just NPS (Which We Know 46% of You Use!) first appeared on Process Street | Checklist, Workflow and SOP Software.

An Interview with Ivy: Shape Up From a Product Designer’s Perspective

I wrote a post about Shape Up, a development methodology, and you the reader wanted me to dive deeper. So, I did just that and interviewed Process Street’s Product Designer, Ivy. Ivy answers common questions concerning how Shape Up works in practice, and although I briefly touch on the core phases of Shape Up’s approach, […]

The post An Interview with Ivy: Shape Up From a Product Designer’s Perspective first appeared on Process Street | Checklist, Workflow and SOP Software.

Human Capital Theory: Still Relevant or Woefully Outdated for Our Knowledge Economy?

“Our human capital stock is ready to go back to work.” – Kevin Hassett In May 2020, White House advisor Kevin Hassett drew public ire by referring to the American workforce as “human capital stock.” US Representative Alexandria Ocasio-Cortez asserted the term was not only outdated but inherently racist. This raised a very important question […]

The post Human Capital Theory: Still Relevant or Woefully Outdated for Our Knowledge Economy? first appeared on Process Street | Checklist, Workflow and SOP Software.

How to Manage a Successful CS Transformation to Be More Customer-Centric

A recent Deloitte study found a mere 30% of respondents stated customer success was a strategic priority by the board of directors. Only 26% reported official business communications to regularly mention customer success. At Process Street, we find this concerning. Technological advancements and the rise of Industry 4.0 are altering the business landscape. Businesses are […]

The post How to Manage a Successful CS Transformation to Be More Customer-Centric first appeared on Process Street | Checklist, Workflow and SOP Software.

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