Kainos, Revenue Growth & Net Revenue Retention

What Drives Revenue Growth? For much of 2022, I’ve been discussing the topic of revenue growth with senior executives of B2B companies. What drives it? What capabilities do companies need for growth? Is Net Revenue Retention (NRR) a good predictor of profitable growth? If not, what is?  One of the most interesting discussions I had was […]

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How Do You Measure B2B Customer Experience?

B2B Customer Experience A lot of words have been penned on the topic of customer experience (CX) in recent years. But here’s the thing. Most of what’s written relates to CONSUMER experience. There really is very little out there about CX purely written from a business-to-business (B2B) perspective. That’s really surprising when you consider that […]

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Get Uncomfortable: Relationship Advice From A B2B Customer Experience Company

The phrase “Get closer than ever to your customers” is famously attributed to Steve Jobs. This often-repeated mantra remains a key principle of CX in both Consumer and B2B companies. The benefits of being close to your customers are enormous, yet why do so many B2B companies struggle to do it? Quite simply, it can […]

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Everyday CX Day!

Did you know that today is CX day? Every year, on the first Tuesday in October, the CX community celebrates CX day, and this year that means it falls on the 4th of October. It’s a special year as well, being the 10th time that we will celebrate this day. CX day is an initiative […]

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What is a Good Net Promoter Score?

Times have changed Way back in 2014, I wrote a blog called What is a ‘Good’ B2B Net Promoter Score? It was purely about B2B companies (which get very different NPS results to B2C companies). In that blog, I said that “a Net Promoter Score of about +10 is par for the course” for B2B […]

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