CX & Customer Success resources

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 >

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 >

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 >

We are often asked about various technologies that best support a Customer Success (CS) team. We’ve found that there are 2 general approaches to CS technology, and selecting the right…MORE >

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 >

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 >