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AppDynamics Earns a Net Promoter Score (NPS) of 87!

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What a great end to another quarter of explosive growth and an ever-growing base of customers. And our customers are showing us the love! In the second half of our fiscal year that ended January 31st, AppDynamics earned a Net Promoter Score, or NPS Score®, of 87.  That’s our highest score ever, and continues our streak of successively higher scores with each survey cycle.

For those unfamiliar with NPS, it’s a measure of how likely a customer is to recommend a company, and is considered to be one of the most reliable indicators of customer satisfaction and loyalty. It is based on data gathered from current customers in surveys that follow a strict set of procedural guidelines.

On the leading edge of customer success trends & practices

So what’s the secret to our high scores and amazing customer loyalty? For one, we keep up on trends in the customer success industry and incorporate those that fit into our vision of a world-class customer success organization — we adopt the “best of the best practices.”

Forrester cites one of those practices in its article, “Customer Service Channel Usage Highlights The Importance Of Good Self-Service.” Use of FAQs/help pages increased to 76 percent from 2012 to 2014, and other self-service channels saw appreciable gains as well. AppDynamics has been at the leading edge of that trend, investing significant resources in videos, tutorials, guides, and courses to empower our customers to both learn the platform and quickly get answers to their questions and issues.

Another trend cited by Forrester, but long in practice by AppDynamics, is starting the customer journey well before the customer signs the contract. (See “Forrester’s Top Trends For Customer Service In 2015.”) By engaging with potential customers during their pre-purchase journey and answering any questions, we have seen increased success in the handoff process from sale to post-sale. But we don’t stop there. Once we ensure the customer is deployed, trained, and reaches a mature product adoption level, we still maintain visibility and check the account pulse by putting the customer in a proactive monitoring mode.

Proven team and tools

Talent.  Our customer success team is seasoned, well-qualified, and committed. Team members average 10 years in the industry, and many have engineering credentials. They all seem to have a “customer delight beast lurking within.

Product. Our APM solution itself, with its effortless deployability and ongoing ease-of-use, is the prime driver of customer success. It has been recognized by Gartner, Forrester, EMA, OVUM, The 451 Group, and other leading firms as one of  the most advanced and effective application monitoring and intelligence platforms.

Proactive, our proprietary tool. The marketplace offers a number of tools that plug into CRM systems and support the customer success process. However, at AppDynamics, we happen to have some of the most talented engineers and customer success leaders on the planet, who work closely with our customers and understand their usage trends and needs. So, we asked them to build us a tool in-house.

The result is Proactive, a slick analytics tool that collects, analyzes, and dashboards customer usage data. Proactive categorizes accounts at risk of encountering a problem or in need of a document or video tutorial to walk them through advanced configurations, or that signal a need to leverage more aspects of the AppDynamics platform. In addition, it mines and provides rich customer behavior data that our product management group uses to add enhancements to our product roadmap.

The Proactive dashboard gives everyone at AppDynamics visibility into our entire customer base, and it is plugged into our CRM system. So everyone knows when they need to step up and reach out to customers.

The name of our tool is particularly apt — by enabling us to recognize and anticipate customer support needs, we are able to help them reap the greatest value from the platform, and manage their applications effectively and efficiently. It’s a big contributor to the kind of support that earns a high NPS score.

The future of customer success

The old ways of providing support, or not providing support, are history. Sending customers off with a set of instructions, installing for a fee, waiting for the phone to ring to learn that there’s a problem or to get feedback — today’s enterprise customers deserve and demand better.

NPS is just one way that we learn how we are doing and gather feedback from our customers. We also depend on deeper analytics and our own relationships to recognize when we need to step up. And we keep building our arsenal of resources that customers can use to answer their questions and solve their issues at their own pace.

Great customer success starts before the sale is made and continues through renewal after renewal. We will continue to use all the resources and tools at our disposal, and enlist the energy of every AppDynamics employee, to always provide the kind of support that doesn’t just earn stratospheric NPS scores, but ensures that every customer achieves maximum performance and business value from all of their applications.

The post AppDynamics Earns a Net Promoter Score (NPS) of 87! appeared first on Application Performance Monitoring Blog from AppDynamics.

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