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Archive for the ‘Lessons Learned’ Category
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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 >
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-- Article --Are you making this critical connection with your customers to strengthen relationships and drive loyalty?
Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” If you’re relying on this explicit definition to drive retention and expansion then you’re…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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Q: What do The Matrix, Princess Bride, Elephants, and Snakes have to do with Customer Success?
A: They all articulate the challenge of Business-to-Business work. Let me explain… You keep using that word… I do not think it means what you think it means. There is…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 --Great way to increase your B2B NPS/Customer Survey Response Rates
I am often asked, “What’s a good response rate for my B2B NPS/Customer survey?” Since we know that response rates can be a potent indicator of renewal and expansion, improving…MORE >
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-- Article --Accelerating profitable growth: How to tip the scales in your favor
I’m going to get a bit snarky. Maybe I’m not entitled to, so let me know if there’s anything disagreeable here… Seems to me that the shortest path to accelerating…MORE >
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-- Article --The Secret to Easy B2B Retention & Expansion = Relationships. Here’s how.
Loyalty nowadays seems to be the stuff of coffee shop stamp-cards in wallets, dogeared and half stamped. Loyalty is crucial for B2B businesses as well, but far more challenging to…MORE >
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-- Article --Webinar: Unleash the Value of a Best Practices VoC Program
“Voice of Customer” Best Practices Webinar with Gainsight and Continuum was held Sept 28, 2017. Click here to watch the recording. Your customer base is a constant feedback-generating engine. That…MORE >
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-- Article --B2B Customer Feedback: Are You Making This Mistake?
Want to see a quick comparison of “insightful” analysis vs. merely showing data? I saw this poll presented the other night: Now imagine if the same poll were presented the…MORE >
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-- Article --Shouldn't Taking Care of Your Customers Be At Least A Little Like Taking Care of Your Kids?
Averages are just so… well, average. What do you think about the family in this cartoon: You wouldn’t dream of treating your kids like this, would you? Yet…MORE >