MetaCX Blog

Interview with Jay Nathan

Interview with Jay Nathan

This week in The Customer Room, Jay Nathan, Founder & Managing Partner of Customer Imperative, provided his thoughts on the importance of the internal handoff, and the challenges that come with it.

CBRs > QBRs

CBRs > QBRs: Introducing the Continuous Business Review

How many of us have been on the giving or receiving end of a completely unproductive quarterly business review? On the surface, it’s a seemingly worthwhile venture, but the reality is that the approach is antiquated and unproductive.

Using Outcomes to Build a Remote-First Company

Using Outcomes to Build a Remote-First Company

When we founded MetaCX in 2018, there was no question that we’d build a remote team and culture from day one. The greatest contributing factor to our success is our almost religious belief in successful relationships being founded on agreed-upon outcomes.

The Customer Room

The Customer Room Virtual Event

MetaCX is thrilled to announce our first-ever virtual event! This September, we will be hosting The Customer Room—a digital gathering of suppliers, buyers, and thought leaders in the B2B space for five days of discussion, connection, and collaboration.

3 Things To Remember When Interacting With Customers

3 Things To Remember When Interacting With Customers

One of the things I preach as a customer success leader is to be mindful of every customer interaction. Anyone on your team who has an interaction with a customer should be on their best behavior and dedicated to ensuring the customer is treated with respect and is the recipient of a great experience.

Oscar’s Outcomes

Oscar’s Outcomes

There once was a man named Oscar. Oscar owned a hardware store where he sold an assortment of tools, including drills. Sadly, Oscar had a hard time moving his inventory, especially his drills.

Activating the Third Funnel

Activating the Third Funnel: How Customer Success Can Help Unlock Revenue Growth

The third funnel is the least understood and the least mature in most organizations: the customer funnel. This is the source of expansion revenue from existing accounts, based on the aspiration of generating CSQLs–customer success qualified leads, or CQLs.

The First Step in Transforming the B2B Customer Lifecycle

The First Step in Transforming the B2B Customer Lifecycle

True transformation takes time and requires a stepwise process. Luckily, if you decide to take the plunge, you’ll find that you realize value with each step you take toward becoming an outcomes-based organization. You don’t have to wait to complete all five steps to start seeing results.

Customer Goals & Scoring

Customer Goals & Scoring

When calculating customer health scores, suppliers often miss the mark because they focus on arbitrary indicators instead of the goals and objectives of their customers. In order to track the health of a relationship, suppliers and buyers have to come together around a shared definition of success.