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Do you have Customer Success focused on the right things?
The current mantra: “Customers churn when they don’t see the value. CS is all about ensuring the customer sees value.” But CSMs must refocus to add real value. [Note: This…MORE >
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Silence Is Deadly: Methods To Get Your B2B Stakeholder Customers To Provide Feedback
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 >
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Part 4 in the Series: Visualize Your Advocacy Rate
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 >
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Part 3 in the Series: Expansion Selling Starts with Listening
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 >
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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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B2B: The Linkage Between NPS and Financials is NOT What You Think It Is
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 >
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Stop Chasing Renewals: Here’s How to Keep Customers Engaged So Renewals (and More!) Will Just Come
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 >
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Here’s How To Know If Your Account Teams Are Truly Focused on Retention
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 >
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Use Cases – Who Needs TopBox
The best Customer Success strategies impact every department. Practically everyone with your company needs customer feedback data to understand whether goals are being met and why. The following roles benefit from these account & contact-level…MORE >
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Great way to increase your B2B NPS/Customer Survey Response Rates
I am often asked, “What’s a good response rate for my B2B NPS/Customer survey?” Since we know that response rates can be a potent indicator of renewal and expansion, improving…MORE >
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The Iceberg Effect in B2B Customer Feedback/NPS: Are you engaging those that matter?
Cool quote from Blynn Buckley at Cloudera, a dear client and incredible program manager: “I always think of non-responders like the part of an iceberg you can’t see — there…MORE >
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Why your B2B Customers won’t respond to your NPS survey, why it matters, and what to do about it
Is your Net Promoter survey looking for truth so your company can improve? Or are you merely fishing for compliments? Your customers know the difference. Do you? The literature is filled with…MORE >