Recently, I had an opportunity to have a conversation with a product manager about PM best practices and metrics. I am always interested in knowing how product managers use data to ensure product success. I was not surprised at all when he said ”Everybody knows that. It is the revenue.” Revenue might be the ultimate metric we all track. But tracking revenue is like waiting for the rain to forecast weather. Customer Experience is a key metric that has direct correlation to customer loyalty and huge impact on revenue and business in general. Yet, in many technology companies, product definition is driven by technologies firstand Customer Experience is either an after thought or non existent.
What is Net Promoter Score?
Net Promoter Score (NPS) is the key metric that tells you whether your customers are happy with your products. It is a measure of Customer Experience. To calculate NPS, customers…
View original post 302 more words