CX & Customer Success resources

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 >

We have just published a new whitepaper for folks driving Customer Success in B2B firms and seeking to proactively engage the right customer-contacts in the right way at the right…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 >

American football is all about advancing down the field, incrementally moving toward the objective: a touchdown. The players are executing the strategy and plays from the coach’s playbook, to gain all important…MORE >

Companies often treat their customers like lab rats. A scientist “observes” behaviors and reactions of lab rats and records the information. They then process this data and make deductions based…MORE >

Pat Benatar once said that, “Love is a battlefield.”  And while this may be true, had Benetar worked in Marketing she might have said, “Word-Of-Mouth is a battlefield.” Your account teams…MORE >

Advocate marketing is a great growth strategy, tapping your happiest customers for referrals, case studies, testimonials, and to be an overall sounding board to attract new accounts. But what about those…MORE >