About Evan Klein

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So far Evan Klein has created 50 blog entries.
24 July, 2018

Fireside Chat: RESULTS.com Discusses the Modern Strategic Plan

By |2018-07-24T14:54:39-07:00July 24th, 2018|Categories: Customer Experience|Tags: |

RESULTS.com is a business management platform that has helped over ten thousand businesses execute their strategy. We sat down with Stephen Lynch, award-winning author of Business Execution for RESULTS and President of RESULTS.com to discuss how companies can streamline their business goals and successfully carry out their strategic plans. Evan Klein: Tell us about the [...]

2 April, 2018

Fireside Chat: Natero Shares Tips for Customer Success

By |2021-09-09T12:02:15-07:00April 2nd, 2018|Categories: Customer Experience|Tags: , |

Natero helps Customer Success Managers reduce churn, increase expansion, and manage more accounts. We sat down with CEO, Craig Soules, to get his thoughts on how Customer Success Managers can deliver real value. Read our interview: Evan Klein: How has the Customer Success industry changed since Natero was first founded in 2012? Craig Soules: The [...]

26 March, 2018

Fireside Chat: Command Alkon on Creating a Customer-Centric Culture

By |2018-03-27T09:37:40-07:00March 26th, 2018|Categories: Customer Experience|Tags: |

For Command Alkon, gathering customer feedback on the direction of the company and its efforts for delivering an A+ customer experience is a top priority. To keep the focus on customers, the company partnered with Satrix Solutions to manage its Voice of the Customer (VoC) program. Here's our interview with Leo Marthe, Director of Customer Success, [...]

4 January, 2018

The Inexpensive Survey Tool – Good or Bad for Corporate Research?

By |2020-10-14T14:31:41-07:00January 4th, 2018|Categories: Customer Experience|

When SurveyMonkey was founded in 1999 its availability ushered in a new chapter in customer research. No longer were companies solely reliant on expensive research firms to field customer satisfaction or market research surveys. Naturally, the DIYer fell in love with the tool since it was free and relatively easy to use. Within just a [...]

3 October, 2017

The Underappreciated Cost of Customer Escalations

By |2018-03-21T15:28:26-07:00October 3rd, 2017|Categories: Customer Churn|

Prior to founding Satrix Solutions, I was responsible for the professional services division of a prominent financial technology firm that served nearly 1,000 customers. During my tenure, I had hoped to concentrate primarily on developing our people, growing the business, creating value for our customers, and improving the customer experience. Instead, I found myself spending [...]

23 August, 2017

Fireside Chat: Parchment Drives Retention and Growth with Net Promoter System

By |2018-03-26T14:06:43-07:00August 23rd, 2017|Categories: Net Promoter Score|Tags: |

  Parchment is a digital credential service that serves over 9,000 organizations who use their platform to exchange transcripts and other credentials globally. The company’s customer-centric vision led them to adopt the Net Promoter® System as one of several methods to measure the customer experience. We sat down with Kevin Martin, Parchment’s Senior Director of [...]

28 June, 2017

Setting the Customer Advisory Board Meeting Agenda

By |2018-03-21T15:29:39-07:00June 28th, 2017|Categories: Customer Advisory Board|

Customer Advisory Boards, also known as a CAB, can be an ideal way to engage some of your most valued customers in worthwhile, strategic discussions. That’s because the input elicited is helpful in guiding important decisions for your company – decisions that lead to stronger customer relationships and increased revenue. But this is only true [...]

3 April, 2017

Interdepartmental Communication and Its Impact on Customers

By |2018-03-21T15:31:21-07:00April 3rd, 2017|Categories: Employee Engagement|Tags: |

Take a moment to think about the various roles within in your organization. What are the primary responsibilities of each individual department? More importantly, is everyone rowing in the same direction (customer-facing role or not) when it comes to working together to do what’s best for your customers? Businesses large and small often struggle with [...]

7 March, 2017

The First 100 Days: Setting the Tone for Success

By |2018-03-21T15:31:40-07:00March 7th, 2017|Categories: Customer Experience|

The first 100 days in a new leadership role brings both excitement and pressure. What will you accomplish in the first few months? Do you have a plan in place to assess the strengths and weaknesses of your employees, and the company? How do customers truly feel about your products and services? Your actions and [...]

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