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...
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...
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...
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...
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:...
