Insights
Practical thinking on B2B customer experience.
How to Hire Customer Experience Consulting That Works
Most CX consulting ends at a report you pay for and never build. Here is how to hire customer experience help that fixes the problem and proves the result.
Customer Experience Management Fails Without an Owner
Most customer experience management fails for one reason: nobody owns the experience after the sale. Five teams touch the customer, none are accountable. Here is the fix.
Why Your Customer Experience Strategy Isn't Protecting Revenue
Most CX strategies sit in a document while customers go quiet and leave. Here is how to build one that protects renewals and proves the number.
How to Spot a Churning Customer Before They Cancel
Most B2B customers go quiet weeks or months before they cancel. Here is how to spot a churning customer early and save the revenue before renewal.
What Losing a B2B Customer Actually Costs You
The lost contract is the smallest part of the bill. Acquisition written off, replacement cost, blocked expansion, lost referrals: the full cost of churn.