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So far Satrix Solutions has created 19 blog entries.
25 August, 2020

How do you upsell an existing customer?

By |2021-10-06T15:26:27-07:00August 25th, 2020|Categories: Customer Success|

Driving revenue can take on many shapes and forms, with upselling to existing customers being an important contributor to growing profits. The main draw for upselling to existing customers is that it provides a new revenue stream with no (or minimal) additional customer acquisition cost (CAC) that obtaining new accounts require. How do you create [...]

25 June, 2020

How Do You Meet New Customer Expectations?

By |2021-10-06T15:19:58-07:00June 25th, 2020|Categories: Customer Churn|Tags: |

Acquiring a new customer is a time for celebration. But in today’s environment, it’s especially rewarding. All too often, however, deals start to unravel once the baton is passed to onboarding. This is when the gap between customer expectations and their actual experience begins to bubble to the surface. Unclear customer expectations are typically caused [...]

7 May, 2020

5 Precursors to Customer Churn

By |2021-10-06T15:20:14-07:00May 7th, 2020|Categories: Customer Churn|Tags: |

When software companies are seeking efficient ways to manage customer churn, some choose to monitor the health of their book of business by reviewing a few efficiency and productivity based metrics. These often help managers and leaders plan workload, identify top performers, strategically identify upsell opportunities, and get alerted to potential churn risks. Tracking metrics [...]

30 March, 2020

In-depth Interviews: What B2B Leaders Need to Know

By |2020-11-23T15:47:32-07:00March 30th, 2020|Categories: Competitive Intelligence|Tags: |

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 experience strategy for business leaders who rely on customer input to guide important business decisions. However, one method of customer feedback collection that is sometimes overlooked [...]

20 August, 2019

How do you gather information about competitors?

By |2020-03-04T11:40:00-07:00August 20th, 2019|Categories: Competitive Intelligence|Tags: |

The only thing more important than keeping your finger on the pulse of customer and employee sentiment is maintaining a thorough understanding of the competitive landscape. Your customers may be pleased, and your employees may be engaged – but if a competitor generates enough buzz, both may be at risk for defection. Therefore, it’s vital [...]

12 March, 2019

How to Scale Your Customer Experience Efforts as Your Business Grows

By |2020-04-30T09:58:35-07:00March 12th, 2019|Categories: Customer Experience|

In 2014, Gartner stated that customer experience would be the “new battleground” for companies to compete on. That prediction still holds true today as study after study confirms that customers will pay more for good customer experiences, and loyal customers reward good customer experiences by buying more and spreading the word to their network. But [...]

2 January, 2019

Five US-Based Conferences Customer Experience Professionals Should Consider in 2019

By |2020-03-04T11:40:27-07:00January 2nd, 2019|Categories: Customer Experience|

In today’s digital world, it’s incredibly easy to find helpful resources and how-to guides that enable us to succeed in our roles with just a few keystrokes or taps on our smartphones. With that said, experiential learning and in-person connections are still as important as ever, especially for customer experience professionals. Which is why attending [...]

6 August, 2018

How to Improve Interdepartmental Relationships

By |2019-06-27T13:58:31-07:00August 6th, 2018|Categories: Employee Engagement|Tags: |

Every organization seeks to provide an exceptional customer experience, understanding its obvious importance in fostering loyalty and driving retention. Companies like Amazon epitomize this mentality as Jeff Bezos notes: “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of [...]

17 April, 2018

Gathering Customer Feedback Through the Lens of Frontline Employees

By |2019-06-27T14:01:53-07:00April 17th, 2018|Categories: Employee Engagement|Tags: |

When it comes to delivering exceptional customer service experiences, frontline employees play a critical role. But this group can also play a vital role in your Voice of the Customer program. As a former frontline facing employee, I’d like to share a story about a time I worked for an office furniture company. In my [...]

22 November, 2017

Tips for Interviewing Customers

By |2020-03-04T11:27:14-07:00November 22nd, 2017|Categories: Customer Experience|

We often hear from companies that are looking to gather more candid insight from their customers. Of course, carefully crafted customer satisfaction surveys with open-ended questions (where respondents can type unstructured feedback) is one option. But what should you do to dig deeper into customer sentiment? For companies that are seeking even more granular, highly [...]

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