Achieving a Net Positive Score with Google Forms

Did you know that you can boost your net retention rate using just a Google Form?

In this episode of the CSM Practice Podcast, Irit Eizips sits down with Sara Areco, Head of Customer Success at Antavo, to discuss a simple yet powerful strategy for achieving a net positive score. Discover how Sara's team tracks customer sentiment and feedback to drive significant improvements in customer satisfaction and advocacy.

Clcik here to watch the interview on YouTube!

𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒

- Learn how to create a Net Positive Sentiment Score using Google Forms to systematically track and analyze customer feedback.

- Understand the importance of documenting customer interactions and sentiments.

- Explore the benefits of converting qualitative feedback into quantitative data.

𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓

Sara is the Head of Customer Success at Antavo, she’s one of the 25 most creative CS leaders in 2024 and also works as a Mentor for Women in Customer Success.

🔗 You may connect with Sara via LinkedIn.

𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒

📑 Read: Customer Lifetime Value and Client Retention - What’s the Connection?

🎧 Listen: This Is Growth Podcast

🎧 Listen: Women in CS Podcast

#CustomerSuccess #NetRetention #GoogleForms #CustomerExperience

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Chapters

• 0:00 Intro
• 3:30 Initial Challenges Hoping to Solve
• 5:50 Business Impact of Google Forms
• 8:04 Details of the Feedback Form
• 11:34 Data Analysis
• 12:58 Change Management and Adoption
• 15:02 Implementation Duration
• 16:09 Handling Biases
• 17:40 Recommended Resources