CX & Customer Success resources

“The odds of hitting your target increase exponentially when you aim at it.” Editor’s note: Here is a quick one-sentence recap of part one: not including non-respondents (the disengaged) in…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 >

American football is all about advancing down the field, incrementally moving toward the objective: a touchdown. The players are executing the strategy and plays from the coach’s playbook, to gain all important…MORE >

Companies often treat their customers like lab rats. A scientist “observes” behaviors and reactions of lab rats and records the information. They then process this data and make deductions based…MORE >

A few years ago I was looking for a laptop, and my key requirement was an HDMI port so I could connect my laptop to the hardware in clients’ conference…MORE >

Dear VP of Customer Success: I am writing to you as a friend. I am in the B2B business myself. After decades of working alongside business-to-business (B2B) companies to help…MORE >

Pat Benatar once said that, “Love is a battlefield.”  And while this may be true, had Benetar worked in Marketing she might have said, “Word-Of-Mouth is a battlefield.” Your account teams…MORE >

When beginning a new project, do you ever feel like you don’t know where to begin? There are so many variables to consider, people to include, and mission-critical milestones to…MORE >

Advocate marketing is a great growth strategy, tapping your happiest customers for referrals, case studies, testimonials, and to be an overall sounding board to attract new accounts. But what about those…MORE >

Just like Barbie dolls of late, CS teams come in different shapes and sizes. One might report to Sales, or Marketing, or Support, or some other department. Unfortunately each department’s…MORE >

There was a great discussion this week on the Customer Success Forum group page on LinkedIn that got me thinking about how companies approach speaking with customers about customer success…MORE >

In last week’s post, Net Promoter in B2B is Lying to You, I showed how Net Promoter Scores can lead to incorrect conclusions and actions for B2B firms.  In that video,…MORE >