by Donna Weber | Aug 8, 2019 | Marketing
Do you remember the summer of 2011, when Netflix split their DVD and streaming businesses and increased prices by 60%? As a result, Netflix lost over 800,000 subscribers, their stock price fell to less than half its previous value, and the company became one of the 10...
by Donna Weber | Jul 31, 2019 | Marketing
I’m conducting research for a project to improve customer retention for B2B software companies like yours. I’d love to know how you onboard and enable new customers. Would you be willing to take five minutes to complete this survey? In exchange for your...
by Donna Weber | Jan 30, 2019 | Customer Success, Strategy
Onboarding customers is the most important part of the customer journey and McKinsey says that when you carefully monitor and engage customers throughout rollout, you’re on a path to a lucrative customer relationship. Yet, even though onboarding is vital,...
by Donna Weber | May 31, 2018 | Customer Success
Last month I attended two conferences, Gainsight’s Pulse Customer Success conference and the CEdMA Training Leadership Conference. It’s always a great opportunity to learn what’s going on in the industry, and I’m excited about three emerging trends:...
by Donna Weber | Nov 16, 2017 | Customer Success, Strategy
If you build it they won’t come. You build high-quality customer education and enablement content, yet usage is low. You talk to internal teams and customers and many aren’t even aware of your excellent offerings. Your data demonstrates that well-trained customers...
