Top 10: YOU (your company) are CAUSING churn… are you doing any of these 10...
I don’t mean to be negative but I suspect you (and your colleagues) are guilty of driving churn. How many of these things are your company doing? Are you single-threading (i.e. generally working with...
View ArticleSurveying Your Customers for NPS or Feedback? Consider these critical...
You’ve invited a supplier to demo what is supposed to be the latest and greatest Customer Feedback or NPS software… What questions should you ask? Here are 9 suggestions to drive a discussion with the...
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NRR Must Be A Marketing Imperative: Part 1 in the Series
Marketing Must Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career Part 1 in the Series: NRR Must Be A Marketing Imperative You are a modern marketer...
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Part 2 in the Series: Optimize Your Resources For Maximizing Lifetime Value
Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career Part 2 in the Series: Optimize Your Resources For Maximizing Lifetime Value Our first in this series...
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Part 3 in the Series: Expansion Selling Starts with Listening
Marketing Must Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career Part 3 in the Series: Expansion Selling Starts with Listening The first and second...
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Part 4 in the Series: Visualize Your Advocacy Rate
Marketing Must Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career Part 4 in the Series: Visualize Your Advocacy Rate The Right Metric Can Power The Right...
View ArticleHaving trouble with JSPs nee QBRs? Try this meeting framework instead
Would you like to meet with your key stakeholders in the account on a regular cadence to align on perceptions, future, and priorities? These business reviews are variously called JSPs, QBRs, or EBRs,...
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Silence Is Deadly: Methods To Get Your B2B Stakeholder Customers To Provide...
Many companies produce a Net Promoter Score these days. Sadly, few have read the books that published the research that led to the Score, and as a result they are missing out on the real benefits that...
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Do you have Customer Success focused on the right things?
The current mantra: “Customers churn when they don’t see the value. CS is all about ensuring the customer sees value.” But CSMs must refocus to add real value. [Note: This article appeared on LinkedIn...
View ArticleCustomer Success& Marketing Matters
I am thrilled to announce the launch of “CS & Marketing Matters,” a LinkedIn LIVE series, working with my colleague – Marketing Operations Leader Milt Hwang. Join us for the inaugural session on...
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The Importance of ARTful data!
What is the role of ARTful data in building a successful #NPS assessment program for #B2B? Remember that a single-point-of-contact is a single-point-of-failure. Instead, I focus on Coverage — ensuring...
View ArticleBEWARE “Out of Sight Out of Mind”
Building Bridges Is More Important Than Ever! CS must be about building coalitions – with customers AND internally – to drive the right outcomes and experiences. Internal coalitions are more important...
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