CX & Customer Success resources

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 >

“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 >

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 >

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 >

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 >

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 >

[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 >

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 >

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 >

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 >