CX & Customer Success resources

A few years ago I was looking for a laptop, and my key requirement was an HDMI port so I could connect my laptop to the hardware in clients’ conference…MORE >

The 6 Key Mistakes Companies Make with their Customers Customers keep the B2B world moving, and as companies grow and markets change, the response to them must also change. Techniques…MORE >

Just like Barbie dolls of late, CS teams come in different shapes and sizes. One might report to Sales, or Marketing, or Support, or some other department. Unfortunately each department’s…MORE >

I caught an excellent read yesterday regarding Dell’s “Perfect Order” journey.  In short, Dell found that there were critical gaps in meeting customers’ expectations for order delivery, and decided to do something about it….MORE >

We love our customers and we love it even more when they are successful using the tools and knowledge we’ve given them! It’s with great pleasure that we share our…MORE >

This post was originally written for Shep Hyken’s Customer Service blog. In “real life” if you have 1 happy customer and 1 unhappy customer, do you average them together to…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 >

In just a few weeks, San Francisco will be flooded with customer success professionals as Gainsight’s Pulse conference kicks off May 12. This year will be even grander and doubled…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 >

Working with B2B clients over the years, we’ve prided ourselves in producing actionable and unique deliverables. But we couldn’t help but notice that once a client engagement was complete and…MORE >

We were pleased to be able to assist our friends at Gainsight with their post-event assessment of the Pulse 2014 conference.  Practicing what they preach, Gainsight  wanted to understand what…MORE >

Highlights from the discussion, Top 10 Reasons Your Questionnaire Needs Help: 10. It is signed by the CEO (not a believable sender) 9. It treats all respondents the same 8….MORE >