CX & Customer Success resources

What is B2B “Customer Engagement” and why does it matter? Are your current processes truly “engaging” your customers, or just trying to sell them more stuff? I had the opportunity to interview David Ellin for some answers, since he’s expert in Customer Success programs that drive retention and expansion. Here’s 5 minutes from his take on B2B Customer Engagement, why it’s critical (especially in “these” crazy times), and a little bit on “how” — what do you think about the importance of this type of program/KPI?