Sabrina Bozek

Should Customer Success teams have Veto Power? Use Data to Prove your Case.

Just like Barbie dolls of late, CS teams come in different shapes and sizes. One might report to Sales, or Marketing, or Support, or some other department. Unfortunately each department’s metrics set off a conflict of interests: - Marketing teams are evaluated by the number…

Benchmarking for Customer Success: Keep Your Eyes on Your Own Customers

Every company wants to be one step ahead of the competition. And increasingly, customer experience and customer success have become distinguishing differentiators for beating them. So, once you collect customer feedback and calculate an NPS, it’s very tempting to be lured by the question,...

Customer Journey Mapping in B2B

Customer Journey Mapping has become a popular tool in the CX space and it’s a great starting point for understanding how your customers flow through the different touchpoints of your company. The important thing to note is to complete this exercise from the customer’s...

10 Commandments for Voice-of-Customer

Business-to-business (B2B) customer experience is a tough nut to crack. Sure, there are formulas out there that have been statistically proven to measure a customer’s willingness to put their reputation on the line for a recommendation...

Top 5 Reasons Why Identifying Promoters Is Harder Than You Think

An email floated into my inbox the other day from a company with a request for votes to win an award in their industry. Why they thought I would be a good candidate for this, I am not entirely sure; as of late, our...

How to Drive Action for VoC Results [Infographic]

We know a lot of companies have the best intentions when implementing a Voice of Customer program, but many times the follow-up and actionable results are lacking. Check out our latest infographic depicting some best practices and steps to get real results that will...

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