Customer sentiment
The emotional tone perceived in exchanges with a customer.
Definition
Customer sentiment is the tone (positive, neutral, negative) perceived in interactions: emails, tickets, calls, meetings. Analysed over time, it reveals a deteriorating relationship before it shows in the numbers.
Why it matters
Sentiment is an early but noisy signal: an irritated message does not always announce a departure. It gains its value cross-referenced with usage and history, for the CSM as well as the AM.
How Phano helps you
Phano includes the sentiment expressed in exchanges in the composite diagnosis, never as an isolated signal.
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Frequently asked questions
What is Customer sentiment?
Customer sentiment is the tone (positive, neutral, negative) perceived in interactions: emails, tickets, calls, meetings. Analysed over time, it reveals a deteriorating relationship before it shows in the numbers.
Why does Customer sentiment matter?
Sentiment is an early but noisy signal: an irritated message does not always announce a departure. It gains its value cross-referenced with usage and history, for the CSM as well as the AM.
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