One of the worst things to admit in any job is failure. And failure in attaining client goals is even worse. That’s why TTV, or time to value, is such a vital metric to track. It provides an accurate snapshot of your product’s effectiveness, and it keeps you on your...
Did you know that simply increasing customer retention rates by 5 percent increases profits by 25 to 95 percent for an organization? The high-ROI act of engaging and retaining a client begins with the client onboarding process. However, well-executed customer...
You probably interact with a customer service representative on an almost daily basis. Picking up a coffee on your way to work, shopping at the grocery store, or calling your internet provider when the internet is down are all examples of you receiving service as a...
As we continue our growth as the nation’s premier client onboarding platform, GuideCX® is expanding our team. To help us continue to propel our vision forward, we have appointed Cody Irwin as vice president of product. The role will see Irwin concentrating on the...
Have you ever been to a track meet and seen the runners practicing the baton handoff? If a teammate isn’t ready to grab the baton or tries to hand off the baton too soon, trust and communication break down, leading to catastrophic results. It’s much like how a new...
You’re patting yourself on the back as you walk away from what you consider a successful onboarding process. “Nailed it,” you say, thinking of the awesome slide deck you implemented, the carefully written script you followed, and the clear set of objectives you...
The best leaders at the best companies in the world, are constantly striving to create a culture of customer centricity! The culture of customer centricity is more than just saying the customer is at the top of your mind. It's about truly understanding who your...
Imagine you’re hosting an incredible party and you’ve invited your favorite people as guests. Your guests arrive and present their invitation, but you’re not there to greet them. Instead, you leave your guests alone to wander the party by themselves. You never speak...
In order for a company to maintain long-term relationships with customers and build client loyalty, a business needs to understand the importance of customer success. Going far beyond the sale of a product or service, customer success management is the partnership...
