CX & Customer Success resources

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 >

I’m often asked questions like this one: “Can you provide a benchmark on how much a B2B company can improve NPS during the first year of the program?  Our executives want to…MORE >

Working with B2B clients over the years, we’ve prided ourselves in producing actionable and unique deliverables. But we couldn’t help but notice that once a client engagement was complete and…MORE >

By Gene Hall, CloudMR There’s been a lot of research and articles posted over the years about how NPS-based surveys should be structured. One thing we all know is true in…MORE >

Readers of this blog may be concerned about the above title. “Don’t change?!?  Don’t we need change in order to adopt a new program within the company?  Aren’t the resulting…MORE >

An email floated into my inbox the other day from a company with a request for votes to win an award in their industry. Why they thought I would be…MORE >

When it comes to budgeting for 2014, many CEOs are trying to decide what new initiatives will move the needle next year. We thought it pertinent to illustrate why budgeting…MORE >

We just completed a short webinar with our friends at TrueInfluence that was not only well-attended but also had excellent “Question & Answer” participation toward the end.  It’s titled, “3…MORE >

I used to be a proud VP Marketing.  These days ‘marketing’ seems to be all about spamming people with as much noise as possible. Many Marketing organizations plod along with open…MORE >

The loudest customers often get the most attention. But the silent majority is very often an ignored asset for most companies.  Let’s explore: Those that are familiar with Net Promoter…MORE >