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IRVINE, Calif. (March 24, 2015) — Sage North America, a leading provider of business management software and services to small and medium-sized businesses, today announced the new Sage Net Promoter Score (NPS) Program for partners. This new program is designed to help business partners provide consistently excellent customer experiences, gain insights to better serve their customers’ different needs and strengthen customer relationships.
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The Sage NPS Program measures customer loyalty data and subsequent financial impact, not current loyalty and financial history. Tracking these scores can lead to higher retention rates, margins, and annual spends. Those customers who are “promoters” are more likely to remain a customer over a longer period of time and help generate referrals.
Sage surveys all customers annually to capture how likely they are to recommend Sage and its business partners to their colleagues and professional acquaintances. The Sage NPS Program provides partners complimentary access to their Net Promoter Score (NPS) and likely to recommend (LTR) score on a quarterly basis so they always have the most up-to-date visibility into what their customers think about them.
“There is no better resource for growing a business than loyal, long-term customers serving as strong advocates and brand ambassadors for potential new customers,” said Donald Deshaies, vice president of channel management and strategy for Sage North America. “We share a common mission with our partners to cultivate compelling customer experiences to create and foster that level of loyalty. Providing exceptional customer experience can make all the difference for a company, brand, and its customers.”
“As a Sage partner focused on continuous self-improvement, Kianoff & Associates welcomes any tools, such as Net Promoter Score and Likely to Recommend score, that allow us to better deliver stellar service to our clients,” said Lisa Kianoff, president at Kianoff & Associates. “Regular feedback of this type gives us another view into how our clients experience their relationship with our team and helps us provide the highest level of value to our clients.”
The Sage NPS Program represents the latest step in the evolution of its award-winning channel partner program, recognized by CRN as a 5-star Partner Program. Sage last year rolled out the Sage Advisor Dashboard, which captures real-time customer data and presents it in an easy-to-understand interface. This data helps identify potential cross-selling opportunities and create more targeted marketing campaigns.
There is a significant difference between a “loyal customer” and a “satisfied customer,” and measuring customer satisfaction is not a reliable indicator of customer retention. According to SatMetrix, research shows that up to 70 percent of customers who defect from a company stated in previous surveys they were actually “satisfied.”
We provide small and medium sized organizations, and mid-market companies with a range of easy-to-use, secure and efficient business management software and services - from accounting, HR and payroll, to payments, enterprise resource planning and customer relationship management. Our customers receive continuous advice and support through our global network of local experts to help them solve their business problems, giving them the confidence to achieve their business ambitions. Formed in 1981, Sage was floated on the London Stock Exchange in 1989 and entered the FTSE 100 in 1999. Sage has millions of customers and circa 13,000 employees in 23 countries covering the UK & Ireland, mainland Europe, North America, South Africa, Australia, Asia and Brazil. For further information please visit www.sage.com.
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Melody Chalaban Sage North America 949-754-3503 Melody.Chalaba@Sage.com