18 February, 2020

The Best Workplace Perk Is Giving Your Employees a Voice

By |2020-04-30T09:13:58-07:00February 18th, 2020|Categories: Employee Engagement|Tags: |

Many of us can still vividly recall the great recession of 2008. Jobs were scarce and the people who remained employed wondered if their pink slip was next. Fast forward to the present day and the employment landscape thankfully looks much different. Today, the need for workers far outweighs the number of viable applicants for [...]

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 [...]

10 October, 2019

Fireside Chat: UserIQ on the Customer Success Industry

By |2020-04-30T09:30:49-07:00October 10th, 2019|Categories: Customer Success|Tags: |

Evan Klein, Founder and President of Satrix Solutions, sat down with Tyler Winkler, CEO of UserIQ, a platform that helps businesses realize the full value of customer success so they can fight churn, grow accounts, and align the entire business on users’ needs to discuss the future of the customer success industry. Evan Klein: Over [...]

25 September, 2019

How to Drive Greater ROI from NPS Programs

By |2020-04-30T09:34:05-07:00September 25th, 2019|Categories: Net Promoter Score|Tags: |

We recently were invited to conduct a webinar with Insight Partners to share our best practices for establishing or evolving your Net Promoter Score program to ensure it delivers deep customer insights that – when properly leveraged – will accelerate revenue growth for your organization. Watch the recording to discover how you can accurately obtain [...]

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 [...]

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 [...]

15 May, 2019

4 Tips for Effectively Communicating Your Survey Data

By |2020-04-30T09:42:33-07:00May 15th, 2019|Categories: Net Promoter Score|

My wife and I welcomed our firstborn son, Stanley, this past winter. Despite months of research, buying the latest gadgets, and a mountain of unsolicited parental advice, nothing prepared us for the loads of complicated information we would have to retain. Whether it’s navigating the complex world of insurance claims or heeding advice from the [...]

16 April, 2019

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

By |2020-04-30T09:51:58-07:00April 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 [...]

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 [...]