Insights
Practical thinking on B2B customer experience.
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.
How to Run a Quarterly Business Review That Protects Revenue
Most quarterly business reviews are status updates the customer sits through. Here is how to run a QBR that proves value, blocks churn, and opens expansion.
How to Announce a Price Increase Without Losing Customers
The price rise rarely drives customers out. How you announce it does. Here is how to raise B2B prices and keep the accounts already paying you.
What B2B Customer Experience Costs You After the Sale
Most B2B customer experience budget goes to winning the deal. The money leaks after the sale: onboarding, silence, support, renewal. Here is where, and what it costs.
How to Increase Customer Lifetime Value in B2B
Most B2B lifetime value is won or lost after the sale. Three levers move it: faster onboarding, earlier at-risk detection, and expansion revenue.
Close the Feedback Loop or Keep Losing Renewals
You pay for surveys and a feedback tool. The insights pile up and nothing changes. Here is what that gap costs you, and how to close the feedback loop.
How to Reduce Customer Churn Before the Renewal Date
Churn shows up at renewal, but the warning signs appear months earlier. Here is how to spot at-risk B2B accounts while you can still save the revenue.