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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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-- Article --
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 >
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-- Article --Customer Success Technology Selection Depends on Whether You’re Dating or Getting Married
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 >
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-- Article --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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-- Article --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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-- Article --How to Get the Product Team To Build the Right Enhancements?
“My company continues to invest in build new product features. Meanwhile, my Customer Success Managers spend more and more time dealing with product performance (speed) issues. The right product-roadmap is…MORE >
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-- Article --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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-- Article --Stop the Check-InSanity: How to Make Ongoing Customer Interactions a Win-Win
“I’m just checking in to see how things are going. Is there anything I can be doing to help?” Ever been confronted with a question like that one? If so,…MORE >