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Voice of the Customer Interviews in a Covid-19 World

Voice of the Customer Interviews in a Covid-19 World

by Karyn Holl | Jun 29, 2020 | Customer Success

Before 2020, Voice of the Customer (VOC) interviews presented a challenge: balance your objective to gather feedback with your desire to serve your customer’s needs. Then Covid-19 hit. Put aside for a moment the dramatic impact on our health, personal lives, and...
New! Join KickStart Alliance’s bi-monthly Coffee Chats in June

New! Join KickStart Alliance’s bi-monthly Coffee Chats in June

by Mike Gospe | May 28, 2020 | Customer Success, Home Page

KickStart Alliance is hosting a bi-weekly series of topical 30-minute coffee chats. At each session, we pose a specific topic with a few questions and invite you to weigh in with your peers. This is a great way to gather new insights and practical tools while we all...
Join our KickStart Alliance Coffee Chats

Join our KickStart Alliance Coffee Chats

by Mike Gospe | Apr 14, 2020 | Customer Advisory Boards, Customer Success, Home Page

As a service to our current and former clients and colleagues, KickStart Alliance is hosting a free bi-monthly series of topical 30-minute “coffee chats”. Each session poses a key question that we are all wrestling with during the “Great...
Three Secrets to a Valuable Churn Analysis

Three Secrets to a Valuable Churn Analysis

by Karyn Holl | Mar 7, 2019 | Customer Success, Home Page

No one likes to be dumped. Whether by a partner or a customer, when the other party leaves you have unanswered questions and doubts. When customers churn, you need to understand and act on what went wrong in order to manage your business. For SaaS companies, even a...
Orchestrated Onboarding: What it is and why you need it

Orchestrated Onboarding: What it is and why you need it

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,...
Three Customer Success Trends You Can’t Live Without

Three Customer Success Trends You Can’t Live Without

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:...
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