Knowledge Base
What is Upsell?
Upsell refers to encouraging existing customers to purchase additional features, services, or higher-value products. It increases net revenue retention (NRR) and strengthens customer ...
Executives love to complain they don’t have enough data. It’s become a ritual in boardrooms: if only we had more data, we’d finally get the answers. But the uncomfortable truth is the opposite. Most f...
What are Promoters?
In Net Promoter Score (NPS), promoters are customers scoring 9–10. They are loyal, buy more, stay longer, and advocate for the brand.
In the Customer AI Masterclass (Unit 1.3...
For decades, executives have relied on KPIs as dashboards of business health. Yet too often, these metrics reflect the past instead of shaping the future. In this episode of The CX Iconoclast podca...
What are Satisfiers?
Satisfiers are product or service attributes that provide linear increases in customer satisfaction. The more you deliver, the more satisfied customers become, but without the ex...
Customer AI promises a lot: better predictions, precise prescriptions, and measurable revenue impact. But not every project succeeds. In fact, many stumble over predictable risks—not because the ma...
Customer Success has a branding problem. Too often it’s framed as the “empathy function,” a team of relationship-builders keeping customers happy with smiles and friendly check-ins. It sounds nice. It...
What are Lagging vs Leading Indicators?
Lagging indicators reflect outcomes after they occur (e.g., revenue, churn rates), while leading indicators predict future performance (e.g., product adopti...
In a recent episode in the CX Iconoclast podcast, Richard Owen and Mauricio Duarte discuss how predictive analytics is reshaping B2B customer experience. Their conversation highlights the same shif...
Most companies obsess over new logo acquisition. Marketing budgets swell, sales cycles stretch, and the cost of each new customer keeps climbing. Yet the real efficiency gain often comes not from b...
