CX & Customer Success resources

New research by Accenture Strategy has recently come out about B2B firms and how they perform from a CX perspective. As published in DestinationCRM, the article begins morbidly with, “Less than…MORE >

Benchmarking for Customer Success: Keep Your Eyes on Your Own Customers   Every company wants to be one step ahead of the competition. And increasingly, customer experience and customer success…MORE >

Are you doing it wrong? The last couple of weeks, my posts on LinkedIn have focused on renewals, NPS and feedback in a business-to-business setting. This week I want to…MORE >

As we have coached B2B clients in measuring customer experience over the years, we naturally get lots of questions about which questions to ask on a questionnaire and how to…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 >

When logging into a SaaS vendor, B2B employees need to get right to the point. There’s no time to mess around with formalities, clicking through a complicated web of buttons…MORE >

When we design and roll-out various aspects of “voice-of-the-customer” (VoC) programs with our B2B clients, one of the first questions we tend to ask is, “How do you refer to…MORE >