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The GTM Podcast

GTM 137: The Biggest Business Turnaround You've Never Heard Of & The Growth Levers to Pull When Things Go Wrong | Cassie Young

Mar 11, 2025
Cassie Young, General Partner at Primary Venture Partners, shares her extensive experience in turning around businesses, moving from Chief Customer and Commercial Officer to investor. She dives into the impressive turnaround at Sailthru, emphasizing the importance of rebuilding customer trust after failures. The conversation covers crucial themes like leveraging Net Promoter Scores for insights, the effectiveness of Customer Advisory Boards in driving growth, and innovative engagement strategies that foster strong customer relationships.
56:24

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Quick takeaways

  • Net Promoter Score (NPS) serves as a critical indicator of customer satisfaction, driving organizations to address key pain points during crises.
  • Leadership alignment and transparency are essential for rebuilding trust and focusing teams on shared goals, especially during challenging times.

Deep dives

Understanding the Impact of NPS

The significance of Net Promoter Score (NPS) as a leading indicator of customer satisfaction is emphasized, particularly during challenging times. A previous NPS score of negative 26 highlighted severe customer dissatisfaction, comparable to the discontent typically associated with cable companies. Through concerted efforts, the company managed to improve the NPS by over 50 points, showcasing the vital role of customer feedback in identifying pain points. This focus on NPS and its correlation with customer retention drove the organization to address underlying issues effectively.

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