CX & Customer Success resources

What is the role of ARTful data in building a successful #NPS assessment program for #B2B? Remember that a single-point-of-contact is a single-point-of-failure. Instead, I focus on Coverage — ensuring the right personas…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 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 >

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize unbiased feedback from the customer contacts that matter most (that is, Buying Committee…MORE >

A TopBox-client since 2015 asked us to help them predict future financial outcomes based on the operationalized B2B-customer feedback data that they had been harvesting over the past 4 years…MORE >

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 >

NOTE:  Last week’s blog, Stop the Check-InSanity: How to Make Ongoing Customer Interactions a Win-Win, was so well received that I decided to elaborate this week. Stop the “Check-InSanity”​ and truly focus…MORE >

What’s a good NPS score?  How do we compare to other companies like us? I’ve been asked these questions too many times to count. I wish I could just say…MORE >

This article discusses the steps and necessary metrics to drive account retention and expansion: Common issues facing Customer Success (CS) teams How to resolve and prevent those issues The process…MORE >

NPS can be quite controversial.  I’ve come across many that feel NPS isn’t right, especially in B2B environments where there are multiple persona in any given account, many touchpoints, and…MORE >

Announcing our latest research-driven whitepaper: The “Silver Bullet” to Customer Health Scoring B2B companies are looking for smart ways to accelerate profitable growth through improvements in customer retention and expansion….MORE >