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Posts Tagged ‘voice of customer’
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-- Article --The Importance of Collecting NPS and Gathering Feedback for the Product Team
Written by Mark Pecoraro Product teams have many different ways to get input on product direction: strategic direction set by the Board/CEO, sales requirements (that next BIG deal), market…MORE >
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-- Article --Aligning Customer Success With Customer Experience Company-Wide
On June 19th, 2018, a few of us Waypointers attended the inaugural Customer SuccessCon Denver, hosted by Mikael Blaisdell’s Customer Success Association. Our own Steve Bernstein was joined by Paul…MORE >
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-- Article --What to do when you spend all your time on Customer Success, yet you don’t have time for Customer Success
When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” When I dig…MORE >
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-- Article --Medallia Experience 2018 Recap
From May 14th – 17th, Medallia set up shop in Long Beach, California to put on their annual conference, Experience. For four days, the biggest brands, the brightest minds, and…MORE >
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-- Article --The Power of Leading Indicators in Customer Success: Here’s What To Measure
This article discusses the steps and necessary metrics to drive account retention and expansion: Common issues facing Customer Success (CS) teams How to resolve and prevent those issues The process…MORE >
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Q: What do The Matrix, Princess Bride, Elephants, and Snakes have to do with Customer Success?
A: They all articulate the challenge of Business-to-Business work. Let me explain… You keep using that word… I do not think it means what you think it means. There is…MORE >
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-- Article --Accelerating profitable growth: How to tip the scales in your favor
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 >
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-- Article --The Secret to Easy B2B Retention & Expansion = Relationships. Here's how.
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 >
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-- Article --Webinar: Unleash the Value of a Best Practices VoC Program
“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 >
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-- Article --Short Video: ROI on Customer Feedback Matters in B2B Companies
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 >
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-- Article --The 6 Key Customer Experience Mistakes Companies Make
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 >
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-- Article --What's on Your Dashboard?
When logging into a SaaS vendor, B2B employees need to get right to the point. There’s no time to mess around with formalities, clicking through a complicated web of buttons…MORE >