Customer success, NPS, renewals & forecast

Customer success brings everything that happens after a deal is won into one place: how healthy each customer is, which contracts renew soon, what customers think (NPS), who recommends you, and where your revenue is heading.

Open Customers in the sidebar and switch to the Customer success tab. A customer is a lead in a won stage, so all data stays on the same record you know from the Customers page.

The page (eyebrow Retention cockpit) starts with four clickable tiles above the tabs:

• Customer health: the number of customers and a bar with the mix of Healthy, Watch and At risk. Opens the Health tab.
• At risk: for example "At risk: 3 of 40 customers", or "No customer is at risk right now.", with Open customer health.
• Net Promoter Score: a gauge with your NPS and the number of answers ("Answers: 12"). Opens the NPS tab.
• Renewals in 90 days: the value due, the number of renewals due and, if any, the overdue renewals ("Overdue: 2"). Opens the Renewals tab.

The tab bar stays visible at the top while you scroll.

Health score: who is at risk

Every customer gets a score from 0 to 100. The Health tab lists customers by band:

Band	Meaning
Healthy	70 or more
Watch	between the at-risk threshold and 69
At risk	below the threshold (default 40)

Click a customer to see why it has this score. Each factor shows its own score, its weight and the reason:

• Last contact: days since the last call, email, meeting, SMS, social message or comment (full points up to 14 days, none after 90 days).
• Overdue tasks: open tasks of the customer that are past their due date.
• Contract value: compared with the median of your won customers.
• Renewal date: how close the renewal is; overdue or churned renewals count as zero.
• NPS answer: the customer's latest survey answer.
• Marketing opt-outs: whether the customer unsubscribed from email, SMS or WhatsApp.

Factors without data (no renewal date, no NPS answer yet) are left out, so a missing value never lowers the score. Scores are recalculated every night and right after something happens on the customer (a call, an email, a task, an NPS answer). When a customer drops below the threshold, its owner gets a notification and the customer's timeline shows an entry.

Tip: The Dashboard (including the Custom Workspace tab) and the Customers page show the at-risk customers too, so nobody has to open the page to notice them.

Renewals and reminders

Set the renewal (contract end) date and the value at stake on a customer: in the Renewals tab with Edit, or in the customer's Profile tab under Customer success. The status is Open, Renewed or Churned.

The Renewals tab shows what is overdue and what renews in the next 30, 60 and 90 days, with the value at stake. Choose the period with the buttons Next 30 days, Next 60 days or Next 90 days. The Renewal timeline shows every renewal of that period as a dot at its date, coloured by the customer's health, with a Today marker. Click a dot to open the renewal editor (users who cannot edit renewals open the customer instead).

Before each renewal the owner gets a task ("Prepare the renewal of ...") and a notification. The default reminder days are 60, 30 and 7 days before the date; Workspace Admins and Sales Managers change them in the Settings tab of Customer success. Each reminder is created once, even if the date is saved again.

NPS surveys

The Net Promoter Score asks "How likely are you to recommend us?" on a scale from 0 to 10:

• Promoters answer 9 or 10, passives 7 or 8, detractors 0 to 6.
• NPS = % promoters minus % detractors (from -100 to 100).

To ask customers:

1. Open the NPS tab and click Send NPS survey (or use the button in the customer's Profile tab).
2. Choose the customers and how to send: By email through your mailer, or Copy a personal link to share yourself.
3. Send. The result lists every customer that was skipped and why.

The survey is shown in the customer's language when it is set in the customer's Profile tab, otherwise in your language. Customers who unsubscribed from email, have no email address or were asked in the last 7 days are skipped, and every email contains an unsubscribe link. Email sending needs a configured mailer, see Email setup.

The customer answers on a public page without logging in. Each link can be answered once and opening the link alone never counts as an answer. Answers appear in the NPS tab and on the customer's timeline. A detractor answer automatically creates a follow-up task for the owner.

Note: Workspace Admins, Sales Managers and Marketing users can create surveys with their own name and question per language under Surveys.

Referral program

Give happy customers a referral code: Referrals > New referral code, or Create referral code in the customer's Profile tab. You can add a reward note for your team; NextCRM does not pay out rewards.

Workspace Admins and Sales Managers choose the Referral form in the Settings tab of Customer success. A referral link opens this form with the customer's code. A new lead that submits it gets the source Referral, the tag referral and a link to the customer who referred it. The form also works when it is embedded on your website and the page address contains ?ref=CODE. See Web forms.

Leads you enter by hand can be linked with Attribute a referral. The Referrals tab shows per customer how many leads they referred, how many were won and their value.

Forecast

The Forecast tab estimates revenue from your open pipeline per month or quarter:

Figure	Meaning
Won to date	revenue already won in the period
Committed	won plus open deals at the commit probability (default 70%) or more
Weighted	won plus every open deal multiplied by its stage probability
Best case	won plus every open deal at full value

Each stage has a win probability. By default won stages count 100%, lost stages 0% and open stages from 10% (first stage) to 80% (last open stage). Workspace Admins and Sales Managers set their own probabilities per funnel in the Settings tab of Customer success. A deal is placed in the period of its expected close date (set it in the lead's Profile tab); without one, NextCRM uses your typical sales cycle.

Sales targets and leaderboard

Workspace Admins and Sales Managers set revenue targets per person and for the whole team for a month, quarter or year in the Targets tab. Progress bars show the won revenue against the target, and a ring shows the attainment, for example "75% of the target reached".

What each role sees:

• Workspace Admins, Sales Managers and Finances see every person's forecast and target.
• Sales Team users see their own numbers and, if the workspace allows it, the team total.
• The Leaderboard ranks everyone by won revenue. Workspace Admins and Sales Managers can switch it off in the Settings tab of Customer success for privacy.

See Workspace roles for the roles.

Ask Lora

Lora knows the health and renewal of the customer you are talking about. You can ask, for example:

• "Which customers are at risk?" or "Why is Acme at risk?"
• "Which renewals are due in the next 30 days?"
• "What is our NPS?" or "What is the forecast for this quarter?"
• "How far am I from my monthly target?"

Lora can also set a renewal date, send an NPS survey or set a sales target. Lora prepares, you approve, Lora executes: she shows a card titled Ready for your approval, and nothing happens until you click Approve.

Related articles

• Customers
• Leads and pipeline
• Funnels and stages
• Web forms