Getting a high Net Promoter Score is the cat's meow in business today. But how do you actually get there? And is it really always a good thing?
Many people assume that a high NPS comes from high customer satisfaction. But in B2B, many very satisfied customers would be loathe to recommend you for fear of losing to a competitor the competitive edge that you gave them.
Instead, we like to look at "account control" as the key metric, measured by your ability to sell additional products and services to your current customers, and influence decisions related to your applications.
When you have account control you can then ask the NPS question the right way: How likely is it that you would recommend us to a friend or colleague, provided they weren't a competitor of yours?