B2B SaaS Leader's Guide To CS
Angeline Gavino, Vice President of Customer Success at Katalon, began her career in customer success in 2010. Back then, her role wasn't even called customer success. She became an individual...
Posts about Customer Experience (2)
CX as a BPO Service
Alex Mead is not your typical CEO. Currently leading Total CX in Bahrain, a customer experience business process outsourcing company, Alex has journeyed from a spring break revelation in Fort...
The Importance Of Large Survey Data Sets
Survey Data Collection
A satisfactory sample size is one of the most important requirements for generating reliable insights from survey data. Without a large enough sample size (relative to the...
How Voice Of Customer Programs Can go Wrong
“A Voice of the Customer (VoC) Program is essential for maximizing retention and growth.”
This statement is widely accepted nowadays. Many research firms, professional associations, software...
How often should you survey B2B customers' Contacts?
We know customers still love to provide their opinions. Now the question becomes, how often should you ask for Voice of Customer (VoC) feedback? As you might expect, it depends on the type of survey...
Best Customer Experience KPIs To Track ROI
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When measuring the impact of your customer experience (CX) programs, many people would likely look to a Customer Satisfaction or loyalty metric, like Net Promoter Score. While improvements in your...
Benefits of Measuring Customer Experience
“If you can’t measure it, you can’t manage it,” said Peter Drucker, a well-known management consultant and educator who delved into the nucleus of businesses so that they could operate optimally.
Value Narration And Creation In CS
Arjun Menon, a Customer Success Leader at Salesforce's path to becoming a CS leader, is a testament to the fluidity and adaptability demanded in today's tech-driven world. Beginning his career as a...
Best Ways to Distribute Your Online Survey
One of the biggest obstacles to collecting actionable data from online surveys is getting people to take it. One way to boost survey response rates is to ensure you’re reaching as many people as...
Achieving Success in Retail CX
Samantha Conyers, Chief Experience Officer at First Retail Group, is a seasoned professional with a diverse background that spans various industries and continents. Hailing from Trinidad,...