Selling to an existing customer is a 60-70% probability bet. Selling to a new prospect is a 5-20% one. McKinsey puts the lift at 20% on revenue and 30% on profit when cross-selling is done well. Here's why cross-sell beats acquisition on almost every dimension, and how to lift your success rate without becoming the sales team customers dread hearing from.
Someone always asks about an incentive at the survey-design sign-off, and the right answer depends on whether you actually need more responses, what kind of bias the incentive will introduce, and whether the admin overhead is worth the marginal lift. Drawing on 20 years and millions of responses, here's when survey incentives are worth offering and when they'll quietly degrade your data.
Improving CX assumes you know which drivers actually move loyalty, and most teams don't. Worse, the relationship between a driver and the experience is rarely the straight line people assume. Here are the four shapes that relationship takes, and what each one means for where to invest.
Interest in customer journey mapping has spawned a small industry of dedicated journey-mapping tools, plus a perfectly reasonable case for using Miro or Lucidchart. Here's a 2024 review of the main dedicated tools (Out of Dark, Quadient and others), what they do that generalist diagrammers don't, and how to choose between dedicated and generalist for your needs.
Visitor, Subscriber, Lead, MQL, SQL, Prospect, Opportunity, Customer, different people use these in subtly different ways, and the meanings overlap. The confusion shows up in every sales-marketing alignment meeting. Here's a clear six-stage B2B sales model with practical definitions you can use across both teams without arguing about taxonomy.
Small business owners often skip customer surveys assuming the tools are built for enterprise. They aren't all, but they all have a hidden gotcha you'll only find after committing. Here's how to choose the right customer feedback tool for a small business across price, time to implement, time to execute, and analysis usability, with the dedicated small-business options that beat SurveyMonkey at this scale.
