CX & Customer Success resources

Utilization ≠ Adoption Welcome to the second installment of this series about accelerating growth in B2B. I started this series by illustrating how retention is the cornerstone of growth and…MORE >

As the leader of a B2B company, you want to see your growth indicators going off the charts. You’re always looking for a way to do more, better, with less. The question…MORE >

Editor’s note: Here’s a quick one-sentence recap of part one: Giving bonuses based on feedback scores and focusing on good feedback scores are generally bad ideas. If you didn’t read it,…MORE >

You want to show management that you are a valued employee and produce results that contribute to your company’s growth.  You’ve got an idea. How about offering a bounty to customer-facing…MORE >

Have you evolved to the subscription economy? Let’s face it:  Your CEO didn’t ask Marketing to simply run campaigns.  Marketing is tasked with generating more business and campaigns are the foundation to meet that objective….MORE >

Making the most out of the feedback you’ve requested (and hopefully received!) from your customers is everything in Customer Success (CS). The hard part is ensuring you have the right…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 >

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 >

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 >

We love our customers and we love it even more when they are successful using the tools and knowledge we’ve given them! It’s with great pleasure that we share our…MORE >