CX & Customer Success resources

“The odds of hitting your target increase exponentially when you aim at it.” Editor’s note: Here is a quick one-sentence recap of part one: not including non-respondents (the disengaged) in…MORE >

Lots of companies conduct surveys. Most don’t get much value from the survey process. That’s because for B2B companies, there are so many nuances to factor in to make the…MORE >

I have some sad news. If you are running a Net Promoter program in a B2B firm, your NPS isn’t being all that faithful to you. Why?  Because you’re ignoring…MORE >

American football is all about advancing down the field, incrementally moving toward the objective: a touchdown. The players are executing the strategy and plays from the coach’s playbook, to gain all important…MORE >

Companies often treat their customers like lab rats. A scientist “observes” behaviors and reactions of lab rats and records the information. They then process this data and make deductions based…MORE >

A few years ago I was looking for a laptop, and my key requirement was an HDMI port so I could connect my laptop to the hardware in clients’ conference…MORE >

Dear VP of Customer Success: I am writing to you as a friend. I am in the B2B business myself. After decades of working alongside business-to-business (B2B) companies to help…MORE >

Pat Benatar once said that, “Love is a battlefield.”  And while this may be true, had Benetar worked in Marketing she might have said, “Word-Of-Mouth is a battlefield.” Your account teams…MORE >

I’m coining a new term. Avg-holes. It’s pronounced Average-holes. I use the abbreviation, for obvious reasons. It’s the same connotation as the other A-Hole word; only this one applies to…MORE >

The 6 Key Mistakes Companies Make with their Customers Customers keep the B2B world moving, and as companies grow and markets change, the response to them must also change. Techniques…MORE >

When beginning a new project, do you ever feel like you don’t know where to begin? There are so many variables to consider, people to include, and mission-critical milestones to…MORE >

Advocate marketing is a great growth strategy, tapping your happiest customers for referrals, case studies, testimonials, and to be an overall sounding board to attract new accounts. But what about those…MORE >