Jonathan Klein

Market Survey: Best and Worst Tech Vendors Helping IT Through COVID-19 Crisis

COVID-19 has created unprecedented disruptions in business as usual and IT has been one of the most heavily impacted organizations. IT has been asked to cut budgets in response to sinking revenues while simultaneously enabling organizations to work from home and engage with customers...

How Tech Companies Should Revamp Customer Feedback Programs: 4 Principles to Follow

One of the first steps most B2B tech companies take on their Customer Experience journey is to implement a CSAT program. CSAT programs are easy to implement and provide hard metrics on how your Customer Support, Training, Professional Services, etc. are doing. If your program...

Tech Companies: How to Be World-Class at Up-Selling and Cross-Selling

Cross-selling and Up-selling Drive Growth For technology companies, excellence in cross and upselling is vital. While the average SaaS company realizes 15% ARR growth from cross- and up-selling, the Top 10% achieved nearly triple that level (41%) while the Bottom 10% got nearly none at...

What Drives B2B Customer Attrition? Nearly Half are Strategic Controllable Issues

For good reason, customer retention is a critical metric for subscription-model businesses. When subscription businesses lose customers, they lose those customers’ entire future revenue streams. Usually, businesses blame attrition on operational issues, including: Product quality problems A poor onboarding experience Account management deficiencies Lousy support…

Tech Companies: Beware of the NPS Blind Spot

Imagine that your company’s technology is loved by customers, considered ‘best of breed’ in the industry, and has a steady NPS, comfortably in the 20s, 30s or 40s. Now imagine that in the midst of this success, some of your longest standing accounts begin...

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