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Archive for the ‘Journey Mapping’ Category
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-- Article --Having trouble with JSPs nee QBRs? Try this meeting framework instead
Would you like to meet with your key stakeholders in the account on a regular cadence to align on perceptions, future, and priorities? These business reviews are variously called JSPs, QBRs,…MORE >
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-- Article --Journey Mapping Starts with “Who” To drive the Right Outcomes
Want to learn how Github, with over 50Million customers, “thinks different” about Journey Mapping to optimize the Customer Experience? Watch this ~90 second clip from the end of the interview…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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-- 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 --What to do when you spend all your time on Customer Success, yet you don’t have time for Customer Success
When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” When I dig…MORE >
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-- Article --You are responsible for Customer Success, but are you driving Customer Success?
I recently wrote about the importance of leading indicators to improve customer retention and expansion rates in B2B environments. Waiting for financial results is too late; it behooves every company…MORE >
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-- Article --Why are you using a B2C approach and solution for B2B Customer Feedback?
If your company sells products and services to other businesses (B2B), are you confident that your customer engagement process is utilizing an effective B2B approach? Many companies make the mistake…MORE >
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-- Article --CX and CS: Both are Required to Drive B2B Retention and Expansion
I was pleased to be able to join my friends from Workday and Gainsight for a video panel discussion in which we covered: How “Customer Experience” and “Customer Success” differ…MORE >
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-- Article --Customer Journey Maps in B2B
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 >
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Beginning the journey without a map: Defining the Strategic Customer Engagement Practice
by Diane Magers If you are just starting, or are transforming, your customer experience practice, there is a driving desire for a quick win. A need to show financial results…MORE >