Jason M. LemkinCEO, SaaStr · Co-Founder of SaaStr AI, SaaStr Fund, Adobe Sign

Unveiling the Secret to Building Strong Customer Relationships

6 Oct 2023 · 1 min

Watch on YouTube

0:53

Jason M. Lemkin (YouTube) advises startups to measure the strength of customer relationships rather than rely on intuition. He recommends tracking customer relationship metrics—specifically NPS (Net Promoter Score) and CSAT—consistently with the same tools to establish a baseline, set company-wide KPIs, and drive improvement (examples: moving NPS from 20→30→40→50). He warns founders often overestimate relationship strength if they don't measure.

Questions this video answers

NPS (Net Promoter Score) and CSAT.

Drive NPS from 20 to 30 to 40 to 50.

Examples mentioned: 10, 20, 40, 0, or negative.

Chapters

If you want to have stronger relationship with your customers, you have to know how strong they are. I find that most startup execs think they have better relationships with their customers than they do. You have to measure NPS and maybe NPS and csat. You have to measure them and then no matter what the issues are, or even games that could happen with metrics like NPS and csat, at least if you measure them the same way you have a baseline. Whether your MPS is 10 or 20 or 40 or whatever it is or 0 or negative. I hope not. It happens then. Then as long as you measure it the same way using the same tool in the same systems, you can set KPIs for your whole company to drive it up, drive it up from 20 to 30 to 40 to 50. But if you don't measure your relationships with your customers, you'll always think they're better than they are and you'll never draw. You'll never have as happy customers or improve those relationships the same way you expected. Point 5 It sounds simple and I know we all get there, but we don't always do it in the beginning. You're.