In our Resources section you’ll find:
A variety of worksheets, webinars, white papers and more, all designed to help you understand your clients and prospects better and find the tools to improve your ability to help them succeed.
Featured Whitepaper
The Silver Bullet to Customer Health Scoring
Improving Account Footprint and Engagement for Stronger Customer Relationships B2B companies are looking for smart ways to accelerate profitable growth through improvements in customer retention and expansion. Customer Health Scoring…MORE >
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-- Article --Journey Mapping Starts with “Who” To drive the Right Outcomes
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 >
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Stop Treating your B2B Customer Surveys or NPS program like a B2C effort
“How hard could it be… it’s just a survey, right?” I often hear this sentiment. Although getting feedback in a B2B doesn’t need to be difficult, it DOES need to…MORE >
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-- Article --Short Video: What is a Customer Engagement / VoC program and how does it drive retention and expansion?
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 >
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-- Article --The Best ~5 Minute Primer on CX!?!
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 >
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-- Article --5 Minutes from the Community: What is B2B Customer Engagement, and Why Does It Matter?
What is B2B “Customer Engagement” and why does it matter? Are your current processes truly “engaging” your customers, or just trying to sell them more stuff? I had the opportunity…MORE >
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-- Article --Sales + Customer Success = Accelerated Growth. Let’s talk about how.
I had the opportunity to be interviewed by Satoko Miller of Rainmakerforce, a Sales performance improvement provider, to discuss some of the key takeaways from my book, “Failure Sucks!” with…MORE >
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-- Article --Nailing the Handoff: Part One – Onboarding
[This week’s post provided with our thanks by Paul Piazza, head of global Customer Success and Support for Reciprocity Labs, providers of ZenGRC. Thank you Paul, for documenting this excellent…MORE >
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-- Article --B2B Customer Engagement Program Accelerates Growth at SaaS Reciprocity, Powered by Waypoint’s TopBoxTM
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 >
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-- Article --Case Example: Accelerating Growth by Listening to Customers
Capturing the Win: A Conversation about Actively Listening to Customers Dennis Dube, VP Revenue Operations for Advance Local (LinkedIn here) sat down recently with Steve Bernstein, CEO and creator…MORE >
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-- Whitepaper --
Go Beyond NPS Measurement With the Right Four ▢
People talk. When they talk about you, what are they saying? Wouldn’t you like to listen in on the water-cooler and boardroom conversations that are happening within your customer accounts?…MORE >
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New Whitepaper: Accelerate Profitable Growth Through Stakeholder Engagement
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 >
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-- Whitepaper --Driving Customer Retention and Expansion Through Stakeholder Engagement
Companies invest resources, time, and money in Customer Success Managers (CSM’s) with the goal of accelerating company growth through improved retention and customer expansion. Typically, CSM’s are assessed on these…MORE >