CX & Customer Success resources

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 >

I caught an excellent read yesterday regarding Dell’s “Perfect Order” journey.  In short, Dell found that there were critical gaps in meeting customers’ expectations for order delivery, and decided to do something about it….MORE >

Focusing on Holistic Customer Success San Francisco welcomed another stellar group of Customer Success (CS) pros last week, thanks to Totango’s CS Summit. While listening to the impressive list of…MORE >

By Gene Hall, CloudMR There’s been a lot of research and articles posted over the years about how NPS-based surveys should be structured. One thing we all know is true in…MORE >

Last week I wrote about a poor experience I had with a “premium brand” and asked you to vote for whom you thought would deliver such un-empathetic service.  We’ve tallied…MORE >

I’m going to relay a personal experience from this past weekend, and ask you to guess which brand was responsible.  To sweeten the incentive to vote, you can also win…MORE >

We were pleased to be able to assist our friends at Gainsight with their post-event assessment of the Pulse 2014 conference.  Practicing what they preach, Gainsight  wanted to understand what…MORE >

Or, with all respect to Dr. Strangelove, How I Learned To Stop Listening To The Voice Of The Customer And Embrace Change It seems a bit odd from the above…MORE >

We had the recent pleasure of listening to Jen Maldonado during a webinar discussing Cornerstone OnDemand’s (CSOD) best practices for Voice of Customer initiatives.  We could tell there was more to the…MORE >

MindTouch provides software and services to help enterprises deliver exceptional “help” experiences.  We recently sat down with Corey Ganser, the Customer Experience leader for MindTouch, to discuss MindTouch’s customer experience…MORE >