Why Your Company Needs a Voice of Customer Program
In this episode of Pragmatic Live, Eddie Gordon, courseware designer at Pragmatic Institute, interviews Evan Klein about win/loss, customer feedback, and employee engagement programs.
Blog Posts of Evan Klein
Satrix Solutions Joins Crayon’s New Customer Intelligence Partner Directory
Crayon’s CI Partner Directory is the First Ever Collection of the Competitive Intelligence Industry’s Best Services and Solution Providers.
We are delighted to join Crayon’s CI Partner Directory, an...
Sales Win Loss Analysis & Competitive Intelligence Tips
Watch customer experience experts Evan Klein and Akua Sencherey of Andela as they present their best practices and tips for conducting successful Sales Win-Loss Analysis and Competitive Intelligence...
Why Customers Churn
Oversimplification of Churn
There seems to be a growing segment of “experts” striving to reduce complicated situations into overly simple constructs. I’ve read a few customer experience (CX) related...
What Is A B2B Customer Satisfaction Survey
A Customer Satisfaction Survey is one of the bests ways to measure the level of satisfaction customers have with your company and products/services, as well as uncover which customers may be unhappy,...
Qualitative Research in Customer Experience: When it’s better than Quantitative
Is your company thinking about:
• Changing your customer service or support model?• Refining your product offering?• Developing a new solution?• Evolving your messaging and positioning?
What Is A B2B Churn Analysis Program?
A customer churn analysis is market research that highlights risks to existing revenue and opportunities to prevent future defection. It is research best conducted by a third-party expert so former...
What Is A Sales Win-Loss Analysis?
A B2B Sales Win-Loss Analysis is research best conducted by a third-party expert so prospective buyers can share candid feedback on the real reasons they selected a company after evaluation. Detailed...
What Is A Net Promoter® Program?
Companies that nurture customer loyalty are often rewarded with customers that engage in behaviors directly linked to profit, such as reduced churn, increased share-of-wallet, and more referrals. A...
How To Increase Survey Response Rates
Have you heard someone utter that statement or even proclaim, “I never respond to surveys”? If, like me, you’re in a Customer Experience (CX), Customer Success, or Research-related role, I imagine...