Less chaos.
More customers.
CUSTOMER EXPERIENCE MANAGEMENT FOR B2B SAAS
We work with SaaS leaders who are:
- Frustrated with the chaos in professional services and implementations
- Exhausted by constant fire-fighting and escalations in customer support
- Concerned that customer success teams aren’t proactive enough to retain customers
We combine customer insight and operational excellence to stop the chaos and retain more customers.
Customer Experience Consulting Services
B2B complexity requires a different approach to CX
A “customer” is not a company, an organization, or a logo—but all the human beings that interact with you. Each one of them has a story about your brand. Loyalty starts with listening.
Customer success is only part of the story
Customers must achieve the outcomes you promised—that’s the price of admission for their business. But if you want to unlock customer-centric growth, then manage their experiences on three dimensions: success, effort, and emotion.
Voice of the Customer
Don’t chase a vanity metric! Uncover deep insights that fuel customer-centric growth.
CX Transformation
CX strategy, execution, and change leadership to make the improvements stick.
Customer Journey Mapping
If your customer journey map isn’t driving change, it’s just an art project.
Keynote Speaking
Inspire your audience to put customers at the center of everything they do.
Dave Seaton, CCXP
CEO AND PRINCIPAL CONSULTANT
Incredible experiences don’t happen by accident—they’re intentionally designed. When you understand customer needs and values, you can prioritize the experiences that matter most.
I’m proudest of a project where I flew 4,768 miles, drove hundreds more, and survived a high-speed Uber ride down Bourbon Street to collect Voice of Customer feedback for a B2B SaaS company. Using that insight, I transformed the customer support experience and made the company $991k in ARR from reduced churn.
Impacted Brands:
Latest Blog Posts
- The Metrics Obsession that’s Killing the Customer Experience
We’re obsessed with metrics. We have a greater capability to measure business performance than ever before. But is the customer experience getting any better? - CX is the Emotion Business: Why Emotional Intelligence is Crucial for Customer Experience Leaders
CX Leaders are in the business of understanding and managing emotions—in our customers, our colleagues, and ourselves. High emotional intelligence is critical for managing customer experiences and leading organizational change. - Talk to stakeholders without sounding like a junior con-artist: Behavior-based communication with DISC for CX Leaders
To have breakthrough conversations with CX stakeholders, adapt your communication to their preferred style—not your own. Use DISC personality types as a guide.