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Frank
Murphy
Director, Customer Success
Cisco
Frank Murphy is a seasoned leader in customer success, strategic partnerships, and presales engineering with a track record of driving growth at companies like Cisco, Dell/EMC, and HackerRank. He has built and led global teams focused on both expansion and engineering, transforming reactive service models into consultative, KPI-driven programs that enhance product adoption, retention, and revenue. Frank has held prior roles as a channel manager and product manager, is the co-inventor of eight patents, is a workshop leader in digital accessibility best practices, and a mentor to the next generation of tech talent.
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29 October 2025 14:00 - 14:30
Churn-proof your base: How CSAT and NPS inform renewal risk analysis
In today’s competitive market, customer loyalty hinges on more than just product features: it’s driven by the quality of the experience and the strength of the relationship. This session explores how Customer Satisfaction (CSAT) and Net Promoter Score (NPS) serve as critical inputs in renewal risk analysis, helping teams detect early signs of dissatisfaction and take proactive action. Our speaker will unpack strategies to strengthen these scores through timely engagement, targeted support, and closed-loop feedback programs. Attendees will learn how to use CSAT and NPS as predictive signals helping Customer Success teams surface risk, prioritize outreach, and build trust that leads to stronger renewal outcomes. You’ll leave with a clear understanding of how to integrate CSAT and NPS into your renewal risk framework and how improving these scores can directly support retention, revenue, and long-term customer health.