CX & Customer Success resources

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 >

If your company sells products and services to other businesses (B2B), are you confident that your customer engagement process is utilizing an effective B2B approach?  Many companies make the mistake…MORE >

Customer advocacy, listening, engagement, and experience (CX) are hot topics in 2018. These terms were surely overused last year but they highlight a heightened awareness of the Customer Voice. It’s clear that brand…MORE >

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 >

We know that true/organic “customer loyalty” is a longer-term play.  As one example, a company can invest in short-term promotions and shell-games to pull in deals “this quarter,” or they…MORE >

I recently ranted about how to best accelerate profitable growth (Accelerating profitable growth: How to tip the scales in your favor), “…we know that good Merger & Acquisition activity can…MORE >

I recently had lunch with my friend and colleague Roderick Jefferson. Roderick is a nationally recognized educational and motivational speaker and is also an acknowledged thought leader in the sales…MORE >

I’m going to get a bit snarky.  Maybe I’m not entitled to, so let me know if there’s anything disagreeable here… Seems to me that the shortest path to accelerating…MORE >

Research has shown that 70% of B2B companies collect NPS®-like data but only 30% actually use customer feedback.  By participating in our no-risk trial you can gain immediate insights, help…MORE >

Loyalty nowadays seems to be the stuff of coffee shop stamp-cards in wallets, dogeared and half stamped. Loyalty is crucial for B2B businesses as well, but far more challenging to…MORE >

“Voice of Customer” Best Practices Webinar with Gainsight and Continuum was held Sept 28, 2017.   Click here to watch the recording. Your customer base is a constant feedback-generating engine. That…MORE >

I was pleased to be interviewed by Rhianna Collier, Vice President & Managing Director at the Software & Information Industry Association (SIIA).  In this 9 minute video interview, we discuss: Why…MORE >