InsightsCRM’s Guide to Managing NPS Detractors

‍About this Blueprint

‍Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.

Net Promoter Score (NPS) surveys are a scalable way to measure how users feel about your product. Whenever users turn into NPS Detractors, it can either be a sign of trouble or an opportunity to dig deeper and learn how customers are experiencing your product. The resolution might be more product education or it could be an opportunity to collect feedback and address certain product needs.

To ensure a consistent process is in place, Customer Success teams can use Vitally Project Templates. Project Templates are a collection of predefined Tasks that can help you streamline your process for addressing NPS Detractors along with many more use cases at scale.

Kapil Sharma, a Customer Success Manager at ANALEC, has developed this NPS Detractor Blueprint to help quickly resolve customer concerns and keep his book of business healthy.

Preview of Blueprint

When to use an NPS Detractor Blueprint

This NPS Detractor Blueprint is ideal for Customer Success teams who operate with a Hybrid or High-Touch Customer Success model, where you focus on 1:1 interactions with a dedicated CSM.

In this Blueprint, you’ll find three main Milestones (Investigation, Resolution, and Feedback) and various Tasks (e.g., ‘Call with the resolution and the root cause’) nested below. Kapil’s Project Template serves as a great starting point for those who may not already have a process in place for addressing NPS Detractors.

‍KPIs Impacted‍

• Net Promoter Score (NPS)
• Product Adoption Rate
• Net Revenue Retention (NRR) Rate

What data points or information will you need to complete or add?

Depending on your Customer Success engagement model, you may want to add or deduct steps from this NPS Detractor Project Template. For example, you could add an additional Task to loop in other departments or key stakeholders depending on the severity of the issue. You’ll also want to define what range constitutes a detractor for your specific organization.

‍How can you customize this for other use cases?

Every Customer Success organization has its own processes and priorities. This Blueprint uses Vitally Tasks, NPS Surveys, Notes, and Conversations (emails) which can be completely customized to fit your needs.

For example, you could create a Project Template for many other use cases such as managing Client Escalations or ensuring successful Renewals. With Vitally Playbook automation, you could even build automated, personalized email sequences that are sent from the Customer Success Manager (CSM) tailored to the scenario at hand.

About ANALEC

ANALEC is a global financial technology company focused on the B2B SAAS CRM and Investment Research workflow management space. Its SAAS offering under the ANALEC InsightsCRM brand caters to several customer segments, namely: Banking, M&A, and Advisory; Research, Sales & Trading; Institutional Asset Management; Private Equity/Venture Capital; Retail Wealth Advisory; and Investor Relations Management. ANALEC brings deep domain knowledge to its offering, delivering Knowledge management, customizable workflows, and intelligent decision-making focused on commercial success within each of its client organizations. InsightsCRM is increasingly building on its Contextual AI capabilities to drive deeper engagement and intelligence in the client service value chain.