CX & Customer Success resources

I am thrilled to announce the launch of “CS & Marketing Matters,” a LinkedIn LIVE series, working with my colleague – Marketing Operations Leader Milt Hwang. Join us for the inaugural…MORE >

Marketing Must Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career Part 4 in the Series: Visualize Your Advocacy Rate The Right Metric Can Power…MORE >

Marketing Must Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career Part 3 in the Series: Expansion Selling Starts with Listening The first and second…MORE >

Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career Part 2 in the Series: Optimize Your Resources For Maximizing Lifetime Value Our first in this…MORE >

Marketing Must Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career Part 1 in the Series: NRR Must Be A Marketing Imperative You are a…MORE >

This has got to be the best video “primer” on Customer Experience (CX) that I’ve seen, highlighting the what, how, and WHY of CX. Worth the ~7 minutes for both…MORE >

Customer advocacy, listening, engagement, and experience (CX) are hot topics in 2018. These terms were surely overused last year but they highlight a heightened awareness of the Customer Voice. It’s clear that brand…MORE >

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 >

The More You Talk, The Less You Listen Welcome to the fourth installment of our 5-part series about accelerating growth in B2B companies. The first post focused on developing a…MORE >

Part 3:  Better marketing ROI from Advocate & Detractor management Negative feedback is only bad if you aren’t hearing it. Welcome to the third installment of our 5-part series about…MORE >

It’s no secret that B2B customer marketing works best when you have a formalized plan to help manage your word-of-mouth for growth. So it wasn’t all too surprising to us when our latest…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 >