Insights
Practical thinking on B2B customer experience.
How to Choose a Customer Experience Firm for IT Services
IT services clients are lost during implementation, not at renewal. Here is how to choose a customer experience firm that fixes that, not one that just staffs your helpdesk.
Customer Experience Consulting Companies: How to Choose
Customer experience consulting companies fall into three types, and only one builds the fix and proves the result. Here is how to tell them apart and choose for B2B.
How to Build the Business Case for Customer Experience Work
Turn "we should improve customer experience" into a costed case a CFO approves. Here is how to size the problem, project the return, and pick the metric to prove.
Why Customer Journey Mapping Doesn't Change Anything
Most customer journey maps and surveys produce a document, not a change. Here is why journey mapping stalls in B2B, and what turns it into results.
Customer Retention Services: What They Are and What Works
Customer retention services range from software to save-teams to firms that rebuild the experience. Only one kind moves the number.
How to Improve Net Revenue Retention in B2B
Net revenue retention is not a SaaS-only metric. Fintech, IT services, and managed services have it too. Here is what NRR is and the three levers that move it.
Customer Experience Consultant: How to Choose One for B2B
A customer experience consultant is worth hiring only if they build the fix and prove the number, not hand you a report. Here is how to choose one for a B2B company.
Customer Experience Audit: What It Finds and What It Costs
A customer experience audit finds where your post-sale experience loses revenue, sizes each leak, and hands you a ranked plan to fix it. Here is what a good one delivers.
Managing Customer Expectations in B2B Accounts
Most B2B churn and complaints come from the gap between what sales promised and what delivery gave, not the product. Here is how to close it.
Share of Wallet: How to Grow It With Your B2B Customers
Share of wallet is how much of a customer's category spend comes to you, not a competitor. Here is how to see yours in B2B and grow it through the experience.
Customer Retention in B2B: Keep, Serve, and Grow Accounts
Customer retention in B2B is four jobs, not one: keep more accounts, serve them cheaper, earn referrals, and expand them. Here is how the four fit together.
Where Does Your New Business Actually Come From?
Most B2B companies fund acquisition to win revenue they already own. They cannot say how much new business comes from existing customers, so they overspend to replace it.