CX & Customer Success resources

[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 >

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 >

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 >

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 >

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 >

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 >

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 >

“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 >

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 >

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 >

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 >

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 >