Retention

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B2B Reputation Marketing – What it is, what it isn’t, and why you need it

Reputation can be broken down into three key components Discoverability – Is your brand easily identified as a solution to the problem you’re solving? Is it discoverable by the right people, and by a large number of these people? Credibility – Once your brand is found, to what extent is it perceived as a credible and trustworthy […]

Our selection of the best customer success software

Without the right tools, your Customer Success (CS) team’s value goes to waste. Instead of spending precious time connecting with key account customers who are at risk of churn, they spend hours switching screens, logging into a dozen business intelligence tools, and reaching out to other teams for support. All this translates into present and […]

Top 10 Voice Of The Customer Tools And Why You Need One (Or More)

Voice Of the Customer (VOC) tools are applications that gather and analyze solicited and unsolicited customer feedback through social and media mentions, product and service reviews, customer support interactions, and feedback surveys. While it would be awesome if every business had the budget and scope to implement a full-scale Customer Experience (CX) platform, CX platforms […]

NPS vs. CSAT vs. CES: 4 Costly Mistakes to Avoid (and What to Do Instead)

You want to increase your profit by getting more referrals and retaining more customers. But you’re unsure how your customers truly feel about your product and how to act on their feedback to drive customer loyalty and satisfaction. It’s impractical to have individual conversations with customers to understand their thoughts and experiences. Instead, you need […]