Robertson: Customer research can boost NPS 10x and upsells by 26%
Tara Robertson · Customer Marketing Strategies Guaranteed to Grow Your Business with Bitly CMO Tara Robertson · Apr 25, 2023 · at 3:48
This episode carries Tara Robertson's own address, with nobody on the show putting questions to them. It still counts as said, and it is kept out of every score on their page.
Bitly CMO Tara Robertson presents data on the measurable business impact of regular customer research during a SaaStr session on customer marketing.
0:00 / 0:23exact quote · 23.2s
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“If you look at the impact of customer research, you can see 10 X of an increase year over year. Sorry if that's not showing up appropriately there. That is a 10 X, not an I. An increase in customer satisfaction or NPS. A 20% increase in upsell and cross sell rates across your business. And so these numbers are huge, and I think that second one is somewhere around 26% but we'll get that number for you afterwards.”
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