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Archive for the ‘Case Examples’ Category
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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 >
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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 >
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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 >
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B2B: The Linkage Between NPS and Financials is NOT What You Think It Is
A TopBox-client since 2015 asked us to help them predict future financial outcomes based on the operationalized B2B-customer feedback data that they had been harvesting over the past 4 years…MORE >
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The Importance of Collecting NPS and Gathering Feedback for the Product Team
Written by Mark Pecoraro Product teams have many different ways to get input on product direction: strategic direction set by the Board/CEO, sales requirements (that next BIG deal), market…MORE >
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The “Silver Bullet” to Customer Health Scoring
Announcing our latest research-driven whitepaper: The “Silver Bullet” to Customer Health Scoring B2B companies are looking for smart ways to accelerate profitable growth through improvements in customer retention and expansion….MORE >
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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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Webinar: Unleash the Value of a Best Practices VoC Program
“Voice of Customer” Best Practices Webinar with Gainsight and Continuum was held Sept 28, 2017. Click here to watch the recording. Your customer base is a constant feedback-generating engine. That…MORE >
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CX and CS: Both are Required to Drive B2B Retention and Expansion
I was pleased to be able to join my friends from Workday and Gainsight for a video panel discussion in which we covered: How “Customer Experience” and “Customer Success” differ…MORE >
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Fabulous Example of Customer Listening and Root-cause
Readers of this blog know that you don’t get to root-cause from surveys: Just like a doctor can’t provide a proper cure without a full examination, you’ll learn symptoms from your questionnaires, but…MORE >
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Customer Experience: Fake It At Your Peril
Dear IBM, HPE, Software AG, and the other 31-B2B Technology Companies on the Top Half of Temkin’s latest research, You might have seen Temkin Group’s just-released annual benchmark of IT Companies. Congratulations on your…MORE >
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Is your NPS cheating you? (Part 1)
I have some sad news. If you are running a Net Promoter program in a B2B firm, your NPS isn’t being all that faithful to you. Why? Because you’re ignoring…MORE >