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Is there a correlation between CES and Renewals?

RUCKUS_KM
RUCKUS_KM Member
edited October 12 in Analytics

@JohnRagsdale I think I heard you say in one of the webinars on KM tech stack that CES is a leading (maybe) indicator of renewals? Did I hear that correctly, and if so, can you share any data to back that?

I'm new KM Program Manager here at RUCKUS Networks (100 days in) and starting to look closely at CES, success rates, deflections and other KPIs. Working on overall KM strategy, as I got deep in the weeds on project work day 1!


Thanks!

Dave Feasey, Sr. Pgm. Mgr., KM, RUCKUS Networks

Answers

  • DougCaviness
    DougCaviness VP, B2B Strategy & Partnerships Member | Expert ✭✭✭
    edited October 12

    David, in your question does "CES" = Customer Engagement Score?

  • DougCaviness
    DougCaviness VP, B2B Strategy & Partnerships Member | Expert ✭✭✭