Insights
Practical thinking on B2B customer experience.
How to Get B2B Referrals From Customers You Already Have
In B2B, referrals are earned, not bought with a reward or a tool. Here is how to turn a well-served customer into referred pipeline and account growth.
How to Find and Stop Revenue Leakage in B2B Accounts
Most B2B revenue leakage is not a billing-system fault. It leaks through the post-sale experience. Here is where to find each leak and how to size the cost.
Customer Advocacy in B2B: Turn Accounts Into Referrals
Your happiest B2B accounts are your cheapest pipeline, and most never get asked. Here is how to build customer advocacy into a referral engine that feeds sales.
Customer Education Is a Retention Problem, Not a Course Library
Customers who use a fraction of what they bought question the renewal. Customer education that protects revenue is built into the experience, not a course library.
How to Win B2B Contract Renewals Before the Renewal Date
A contract renewal is decided across the term, not at the renewal date. Here is how to protect and grow B2B renewals through the experience, not the paperwork.
How to Build a Customer Health Score Without New Software
A customer health score flags the accounts that will not renew, months ahead. Here is how to build one from data you already hold, no new software.
How to Reduce Days Sales Outstanding in B2B Accounts
Most overdue invoices are not a credit problem but a billing-experience one. Here is how to cut DSO by fixing the experience, not chasing customers harder.
Failure Demand: How to Find and Cut It in B2B Support
Some of your support contacts exist only because something failed the customer the first time. Here is how to find failure demand and cut it, step by step.
How to Handle Customer Complaints in B2B and Keep the Account
In B2B, a complaint is a contract at risk. Here is how to handle customer complaints with a process that fixes the problem, keeps the account, and builds loyalty.
Cost to Serve: What It Is and How to Reduce It in B2B
Most B2B companies know revenue per customer to the euro and have no idea what each customer costs to serve. Here is how to calculate it and bring it down.
B2B Customer Onboarding Best Practices That Protect Revenue
Most B2B churn is decided in the first weeks after signature. Eight onboarding practices that get customers to value fast and protect the revenue you already won.
Why the Sales to Customer Success Handoff Leaks Revenue
The weeks after signature decide the renewal. Here is why the sales to customer success handoff breaks, what it costs, and how to build one that holds.