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Archive for the ‘Customer Success’ Category
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-- Article --Short Video: What is a Customer Engagement / VoC program and how does it drive retention and expansion?
I was pleased to be interviewed by Colin Brogan, CRM mastermind and publisher of CRM-oriented educational videos, where we discussed some of the essentials in Customer Engagement: Covid has impacted…MORE >
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-- Article --5 Minutes from the Community: What is B2B Customer Engagement, and Why Does It Matter?
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…MORE >
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-- Article --Sales + Customer Success = Accelerated Growth. Let’s talk about how.
I had the opportunity to be interviewed by Satoko Miller of Rainmakerforce, a Sales performance improvement provider, to discuss some of the key takeaways from my book, “Failure Sucks!” with…MORE >
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-- Article --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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-- Article --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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New Whitepaper: Accelerate Profitable Growth Through Stakeholder Engagement
We have just published a new whitepaper for folks driving Customer Success in B2B firms and seeking to proactively engage the right customer-contacts in the right way at the right…MORE >
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-- Article --Customer Success Technology Selection Depends on Whether You’re Dating or Getting Married
We are often asked about various technologies that best support a Customer Success (CS) team. We’ve found that there are 2 general approaches to CS technology, and selecting the right…MORE >
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-- Article --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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-- Article --Stop Chasing Renewals: Here’s How to Keep Customers Engaged So Renewals (and More!) Will Just Come
Too busy fighting figurative fires? Upon benchmarking his native city of Boston to his adopted city of Philadelphia, Benjamin Franklin wrote the famous line “…an Ounce of Prevention is worth…MORE >
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-- Article --How to Get the Product Team To Build the Right Enhancements?
“My company continues to invest in build new product features. Meanwhile, my Customer Success Managers spend more and more time dealing with product performance (speed) issues. The right product-roadmap is…MORE >
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-- Article --Here’s How To Know If Your Account Teams Are Truly Focused on Retention
NOTE: Last week’s blog, Stop the Check-InSanity: How to Make Ongoing Customer Interactions a Win-Win, was so well received that I decided to elaborate this week. Stop the “Check-InSanity” and truly focus…MORE >
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-- Article --Stop the Check-InSanity: How to Make Ongoing Customer Interactions a Win-Win
“I’m just checking in to see how things are going. Is there anything I can be doing to help?” Ever been confronted with a question like that one? If so,…MORE >