Great way to increase your B2B NPS/Customer Survey Response Rates
I am often asked, “What’s a good response rate for my B2B NPS/Customer survey?” Since we know that response rates can be a potent indicator of renewal and expansion, improving…MORE >
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Response Bias Strikes Again
Great article here in VentureBeat, Why the Internet was wrong about Ron Paul. We’ve written many times in the past about how response bias — only looking at survey results…MORE >
Silence Is Deadly: Methods To Get Your B2B Stakeholder Customers To Provide Feedback
Many companies produce a Net Promoter Score these days. Sadly, few have read the books that published the research that led to the Score, and as a result they are…MORE >
Part 4 in the Series: Visualize Your Advocacy Rate
Marketing Must Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career Part 4 in the Series: Visualize Your Advocacy Rate The Right Metric Can Power…MORE >
Part 3 in the Series: Expansion Selling Starts with Listening
Marketing Must Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career Part 3 in the Series: Expansion Selling Starts with Listening The first and second…MORE >
Surveying Your Customers for NPS or Feedback? Consider these critical questions to ask a prospective vendor.
You’ve invited a supplier to demo what is supposed to be the latest and greatest Customer Feedback or NPS software… What questions should you ask? Here are 9 suggestions to…MORE >
Want to improve customer engagement? Look in the mirror then do these things.
Some things just cannot be automated. I recently had an awesome exchange on LinkedIn around some of the differences between B2C and B2B, with emphasis on the idea of “relationships.”…MORE >
Nailing the Handoff: Part One – Onboarding
[This week’s post provided with our thanks by Paul Piazza, head of global Customer Success and Support for Reciprocity Labs, providers of ZenGRC. Thank you Paul, for documenting this excellent…MORE >
B2B Customer Engagement Program Accelerates Growth at SaaS Reciprocity, Powered by Waypoint’s TopBoxTM
Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize unbiased feedback from the customer contacts that matter most (that is, Buying Committee…MORE >
Case Example: Accelerating Growth by Listening to Customers
Capturing the Win: A Conversation about Actively Listening to Customers Dennis Dube, VP Revenue Operations for Advance Local (LinkedIn here) sat down recently with Steve Bernstein, CEO and creator…MORE >
Stop Chasing Renewals: Here’s How to Keep Customers Engaged So Renewals (and More!) Will Just Come
Too busy fighting figurative fires? Upon benchmarking his native city of Boston to his adopted city of Philadelphia, Benjamin Franklin wrote the famous line “…an Ounce of Prevention is worth…MORE >
How to Get the Product Team To Build the Right Enhancements?
“My company continues to invest in build new product features. Meanwhile, my Customer Success Managers spend more and more time dealing with product performance (speed) issues. The right product-roadmap is…MORE >
