About Evan Klein

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So far Evan Klein has created 52 blog entries.
21 April, 2022

Qualitative Research in Customer Experience: When it’s better than Quantitative

By |2022-04-21T14:58:09-07:00April 21st, 2022|Categories: Customer Experience|

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? These are just a few common examples of the types of decisions that can have a profound impact on a company’s ability to retain, acquire, or [...]

1 February, 2022

“Ugh. I Hate Surveys.”

By |2022-02-01T14:01:10-07:00February 1st, 2022|Categories: Customer Experience|

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 you have. Thankfully this attitude towards surveys is relatively rare in B2B. However, as a CX consultancy, we occasionally hear (or read) very negative [...]

28 July, 2021

What is the biggest risk your Customer Experience program can pose to your business?

By |2021-07-29T09:09:30-07:00July 28th, 2021|Categories: Customer Experience|

It’s an interesting question because most people don’t think about a Customer Experience (CX) program in terms of risks. As many studies have demonstrated, a company-wide focus on delivering a strong customer experience at every touchpoint will often have very positive effects on a business. These include higher customer retention, repurchase, and renewal, as well [...]

13 October, 2020

Fireside Chat: The importance of a positive onboarding experience

By |2020-10-14T09:03:15-07:00October 13th, 2020|Categories: Fireside Chat|

The first experience a new customer has with your company sets the stage for a successful relationship. Therefore, a smooth onboarding experience is critically important to not only ensure product adoption but accelerate time to value as well. Evan Klein, Founder and President of Satrix Solutions, sat down with Peter McCoy, co-founder of Baton, a [...]

31 August, 2020

Does your company genuinely embrace feedback driven change?

By |2021-10-08T13:30:20-07:00August 31st, 2020|Categories: Customer Experience|

“How are your clients using customer or employee insights to drive positive change?” When speaking with business leaders about engaging Satrix Solutions for a voice of the customer or voice of the employee program, I’m often asked a version of this question. I genuinely enjoy being asked, partially because we have so many great examples, [...]

14 July, 2020

Customer Feedback Can Be Dangerous – Here Are Two Examples

By |2020-07-14T14:53:17-07:00July 14th, 2020|Categories: Customer Experience|

“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 associations, software companies, and investors advising company executives to keep their finger on the pulse of customer sentiment. Without line of sight into the evolving needs of [...]

12 February, 2020

5 Considerations For Your B2B CX Program In 2020

By |2020-04-30T09:17:07-07:00February 12th, 2020|Categories: Customer Experience|

This article was originally published by Gainsight. Over the past few years, appreciation for B2B Customer Experience programs has grown stronger across board rooms thanks to business leaders who have successfully aligned their company’s marketing, sales, and customer success strategies around the needs and preferences of customers. While this shift in mindset is certainly paying [...]

26 August, 2019

Why VC Communities Should Include a Customer Experience Expert

By |2020-04-30T09:37:00-07:00August 26th, 2019|Categories: Customer Experience|Tags: , |

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 Capital (VC) and Private Equity (PE) firms, we know this trend isn’t going away anytime soon. More VC firms are embracing the “community” approach [...]

16 April, 2019

Can You Quantify the ROI for Your Sales Win Loss Program?

By |2021-10-19T14:08:04-07:00April 16th, 2019|Categories: Sales Effectiveness|Tags: |

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 conducting post-sale interviews. In this fourth and final installment, I will share what you should do with [...]

25 March, 2019

The Ideal Sales Win Loss Analysis Template

By |2020-04-30T09:55:37-07:00March 25th, 2019|Categories: Sales Effectiveness|Tags: |

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 insights, with our strong recommendation that every company implements a Sales Win Loss Program. In part 3 of our [...]

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