As you consider your first year plan, there are three programs that stand out as the most critical to build: Onboarding, Renewals and Escalations. Catherine Blackmore of Oracle Marketing Cloud (via Bluenose) touches on Renewals and how leaders should strategize.
Humans look for information like animals look for food - that is, they use an information scent to track it down. Strong scent creates high user engagement, and Alex Birkett of Conversion XL is here to tell you what exactly "scent" is.
There is a big world of questions outside of just NPS and exit surveys that you should be asking your customers. Kate Harvey of Chargify feels that If you’re not asking questions beyond these mediums then you don’t know your customers as well as you should.