customer management Archives - The Insight Advantage

Are B2B customer satisfaction surveys a dying breed?

When talking to a colleague recently, I was recently reminded of why I went into customer research back in 2000 when I started The Insight Advantage. I was passionate about customer service and wanted to help companies continually improve by keeping their finger on the pulse of their customers. My intention was to do customer satisfaction surveys for companies on an [...]

An Interesting Take on Customer Success vs. Customer Service

Over the past 10 years, we have seen the emergence of Customer Success teams primarily in B2B software-as-a service (SaaS) companies. This shift is the focus of a recent Forbes article where a good friend and colleague of mine, Ellen Grace Henson of Marketing Mechanics, was interviewed about some recent research she did. I often work with Customer Success on win/loss [...]