Jonathan Klein
Jonathan Klein
Jon is the founder and Managing Partner of The Topline Strategy Group, a boutique strategy consulting firm that specializes in Market Strategy and Strategic Customer Experience for technology businesses. Jon brings a unique mix of strategy consulting and hands on operating experience to his work at Topline. Prior to founding the company, he held senior marketing roles at three venture-backed software companies and served as a Case Leader at The Boston Consulting Group.He holds an MBA from The Kellogg School at Northwestern and a BS in Electrical Engineering from Cornell University.
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...
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...
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...
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...
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...