How to Build a Voice of Customer Program: Steps & Examples (2027)
A 9-step method to build a voice of customer program: taxonomy, sizing, decision log, loop closure, a 90-day rollout plan and a free spreadsheet template.
Customer Success
How to Build a Customer Champion Program: Steps and Example (2027)
A 5-step method to identify customer champions, score them on success, and measure network value instead of LTV. Includes a 60-account worked example.
How to Get an AI Daily Brief of Your Customer Calls in 2027
Build an AI daily brief of your customer calls in 7 steps. Catch churn risk, unanswered questions, and broken promises with a spreadsheet or BuildBetter.
Gong vs Fathom 2027: Which One Does Your Team Actually Need?
Gong vs Fathom in 2027: a 5-criterion spreadsheet method, three worked examples, and what the Superhuman acquisition means for Fathom data.
How Much Does Gong Cost? Pricing, Fees & 3-Year TCO (2027)
Gong pricing explained: reported per-user and platform fees, onboarding, renewal uplift, and a 7-step method to model your real 3-year cost in 2027.
How Sales and Customer Success Hand Off Accounts: 2026 Guide
How sales and CS hand off accounts: a 5-part checklist, a 20-minute call agenda, and a commitments log that reduce early churn. Includes templates and an
How to Spot Churn Signals in Customer Conversations (2026)
Learn to catch churn signals in customer conversations before non-renewal — a spreadsheet method, a worked example, and when to move to a tool.