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 --BEWARE “Out of Sight Out of Mind”
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 >
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-- Article --The Importance of ARTful data!
What is the role of ARTful data in building a successful #NPS assessment program for #B2B? Remember that a single-point-of-contact is a single-point-of-failure. Instead, I focus on Coverage — ensuring the right personas…MORE >
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-- Article --Customer Success& Marketing Matters
I am thrilled to announce the launch of “CS & Marketing Matters,” a LinkedIn LIVE series, working with my colleague – Marketing Operations Leader Milt Hwang. Join us for the inaugural…MORE >
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-- Article --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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-- Whitepaper --NPS is so 2010… A Modern, Scalable Approach to Measure and Improve B2B Customer Sentiment to Accelerate Growth in NRR
Is your company measuring Net Promoter Score (NPS) by sending surveys to your customers? You may be surprised to learn that your company is likely doing it wrong: NPS as…MORE >
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-- Article --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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-- Article --Having trouble with JSPs nee QBRs? Try this meeting framework instead
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 >
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-- Article --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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-- Article --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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-- Article --Part 2 in the Series: Optimize Your Resources For Maximizing Lifetime Value
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 >
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-- Article --NRR Must Be A Marketing Imperative: Part 1 in the Series
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 >
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-- Article --Surveying Your Customers for NPS or Feedback? Consider these critical questions to ask a prospective vendor.
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 >