A division of Govern Your Data A division of Govern Your Data MS Govern’s Executive Steering...
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A division of Govern Your Data A division of Govern Your Data MS Govern’s Executive Steering Committee Sales & Marketing Client Services Presented by: Mary Myers Vice President April 2009
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Transcript of A division of Govern Your Data A division of Govern Your Data MS Govern’s Executive Steering...
A division of
Govern Your Data
A division of
Govern Your Data
MS Govern’s Executive Steering
Committee
Sales & Marketing
Client Services
Presented by:
Mary Myers
Vice President
April 2009
A division of
Govern Your Data
A division of
Govern Your Data
Overview Customer Satisfaction
Net Promoter Score (NPS) Account Management Referencibility
Sales Activity Cluster Marketing Back to Base sales Questica & Loris
Users Groups National Groups Regional Groups
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Govern Your Data
A division of
Govern Your Data
Net Promoter Score (NPS) What Is It? An actionable measurement of our
customer satisfaction and loyalty, measured by a single, simple question:
“How likely are you to refer MS Govern to a friend or colleague”?
A division of
Govern Your Data
A division of
Govern Your Data
Net Promoter Score (NPS) How Does It Work?
The response range is from 1 to 10 with 9 and 10 being promoters; 7 and 8 being neutral; and below 7 being detractors. We subtract the detractors from the promoters and arrive at an NPS score.
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Govern Your Data
A division of
Govern Your Data
Net Promoter Score (NPS) What’s the Point?
Strong customer loyalty ultimately contributes to stronger sales back to our customer base, lower customer attrition and stronger customer references; all key contributors to our future success.
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Govern Your Data
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Govern Your Data
Net Promoter Score (NPS)
What Were the Results?
Q4, 2008 Q1, 2009 Change
NPS Score-29
NPS Score-18
+11
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Govern Your Data
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Govern Your Data
Account Management As part of our commitment to improving the customer
experience, we’ve created the role of the Account Manager.
What that means to you:A dedicated contact whose personal responsibility it is to get to know you, the needs of your organization, and to ensure your continued success with our solutions.
Communication is the key.
Western Region: Debra Van Dyne
45 Customers
North Central Region:
Donna Vallery43 Customers
Northeast Region:Toni Bolden
44 Customers
Southern Region:Laura Mathis45 Customers
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Govern Your Data
Referencibility References in Each Territory 20 clients as the official reference team Ability to Host site visits Quotes and case studies
MS Govern Website Training classes each quarter White papers and topics News and Events
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Govern Your Data
A division of
Govern Your Data
New Name Sales
New Name & Back to Base Sales Cluster Marketing New Product Marketing Sales Team Sales Focus Market we are selling to How we find leads Requests via support calls
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Govern Your Data
A division of
Govern Your Data
User Groups National Users Group Nashville – Oct 21 -23 ESC Participation Partners showcase
Regional Users Groups Value to clients MS Govern Participation NorthWest Users Group & other territories
