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What is customer success – the ultimate guide What is customer success? Customer success is a method for ensuring customers reach their desired outcomes when using an organization’s product or service. (Gartner). Alternatively, it’s a long-term, scientifically engineered, and professionally directed business strategy for maximizing customer and company sustainable proven profitability. (Customer Success Association) At Forsta, we consider customer […]

What is Voice of the Customer (VoC)? Annoyed about yet another survey in your inbox? Do you wonder if anyone is really listening? Customer surveys are a vital part of Voice of the Customer (VoC) programs so it’s not a waste of time. Whoever’s sending those surveys to you, they are listening! Well, most of them are. VoC programs helps organizations listen to and engage with their customers so they can respond to their […]

The Net Promoter Score, or NPS®, enables organizations to get a clear view of the health of their customers’ loyalty. Used widely across the globe, Net Promoter Score has become a key metric in customer engagement since its launch in 2003. It offers a model that links customer loyalty to financial KPI’s and profitable growth. 

 When was the last time you were thrilled – or frankly annoyed – as a customer? Well, that’s what customer experience (CX) is: the overall perception that customers have towards a brand based on the cumulative effect of all the interactions (positive or negative) they’ve had with this brand.