Momentive boosts customer retention with nps.today
Challenge
Momentive compiled customer satisfaction scores but had no active use of the feedback. They only had one mode of collecting data and decision makers were poorly represented. They needed better customer experience insights and a more proactive use of data.
Solution
Momentive optimized their feedback collection with the all-in-one CX-platform nps.today. A seamless integration with Salesforce allows for operational data that can be acted upon in real time, while also providing input for long term strategic decision making.
Result
Operational and relevant customer data has led to a streamlining of internal processes and thus made Momentive easier to do business with. Detecting product gaps and understanding decision-maker criteria has helped improve customer retention.
Turning Complexity into Better Customer Experience
Momentive is a software company with a broad range of products aimed at empowering non-profits and organisations to amplify impact through technology. With a large global organisation and an extensive number of acquisitions, the business is complex, which has also affected the clients’ experience of working with Momentive.
“Joining Momentive I made it a key priority to strengthen our ability to understand our customers and what drives their decisions”, says Mike Shea, who is Momentives COO.
Turning Salesforce into a CX engine
In the process of exploring software for CX optimization nps.today emerged as a strong all-in-one CX platform. Since a seamless integration with Salesforce also ticked the box Momentive decided to conduct a deeper evaluation of nps.today.
From insight to action across the organisation
Automated and operational CX is what nps.today provides, enabling a more actionable road map for the future. For Momentive the new level of customer insight has been instrumental in sharpening their focus.
“Data from nps.today was not the only input we had but it gave us a foundational capability to inform our efforts. We’ve streamlined our support channel and established a client success programme which has directly helped us retain customers” Mike Shea explains and continues
About Momentive
Momentive Software is a mission-driven technology company that empowers associations and nonprofits to streamline operations, enhance collaboration, and increase funding awareness. With over 40 years of experience, they help organizations grow, strengthen community engagement, and deliver meaningful social impact.
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