CX & Customer Success resources

Building Bridges Is More Important Than Ever! CS must be about building coalitions – with customers AND internally – to drive the right outcomes and experiences. Internal coalitions are more…MORE >

Many companies produce a Net Promoter Score these days. Sadly, few have read the books that published the research that led to the Score, and as a result they are…MORE >

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 >

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 >

You’ve invited a supplier to demo what is supposed to be the latest and greatest Customer Feedback or NPS software… What questions should you ask?  Here are 9 suggestions to…MORE >

I don’t mean to be negative but I suspect you (and your colleagues) are guilty of driving churn. How many of these things are your company doing? Are you single-threading…MORE >

Some things just cannot be automated. I recently had an awesome exchange on LinkedIn around some of the differences between B2C and B2B, with emphasis on the idea of “relationships.”…MORE >

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 >

I was pleased to be interviewed by Colin Brogan, CRM mastermind and publisher of CRM-oriented educational videos, where we discussed some of the essentials in Customer Engagement: Covid has impacted…MORE >