How Voice Of Customer Programs Can go Wrong
“A Voice of the Customer (VoC) Program is essential for maximizing retention and growth.”
This statement is widely accepted nowadays. There are any number of research firms, professional...
Blog Posts of Evan Klein
In-depth Interviews: What B2B Leaders Need to Know
Online and in-app surveys, focus groups, advisory boards, and user groups can be fantastic methods for gathering valuable customer feedback. Each approach has a place in the overall customer...
5 Considerations For Your B2B CX Program
This article was originally published by Gainsight.
Why VC Communities Should Include a Customer Experience Expert
The number of Venture Capital firms shining a spotlight on customer experience with their own portfolio companies is on the rise. And given the recent conversations we’ve had with several Venture...
Can You Quantify the ROI for Your Sales Win Loss Program?
In parts 1, 2 and 3 of this series on Sales Win Loss Programs, I focused on why collecting feedback after a sales pitch is so valuable, the different ways it can be gleaned, and best practices for...
The Ideal Sales Win Loss Analysis Template
In part 1, I shared the insights we believe every company should be striving to capture from the sales process. In part 2, I covered some of the most common methods companies use to acquire those...
How to Obtain Valuable Insight from the Sales Process
In part 1 of this blog series, we shared the wealth of knowledge we believe every company should be striving to capture from the sales process. I haven’t met a business leader who would pass up the...
Fireside Chat: RESULTS.com Discusses the Modern Strategic Plan
We sat down with Stephen Lynch, award-winning author to discuss how companies can streamline their business goals and successfully carry out their strategic plans.
Fireside Chat: Natero Shares Tips for Customer Success
Natero, aquired by Freshworks, was a platform that helped Customer Success Managers reduce churn, increase expansion, and manage more accounts. Before the acquisition, we sat down with CEO, Craig...