5min chapter

PRODUCTEA with Leah, Growth & Senior Leadership cover image

84: Kristi Faltorusso - Aligning Customer Success and Product Management

PRODUCTEA with Leah, Growth & Senior Leadership

CHAPTER

Rethinking Customer Satisfaction Metrics

This chapter explores the challenges of measuring customer satisfaction, advocating for a shift from traditional metrics like NPS to a greater emphasis on customer engagement and value realization. The conversation highlights the subjective nature of customer value and the importance of understanding diverse customer needs to create effective evaluation strategies.

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