Michael Allenson is the Founder of Empact Partners, a Customer Journey and Maturity Framework advisory firm. Michael has worked with over 50 companies to build customer journeys and has built nearly 20 customer capability maturity frameworks. In this guide, Michael walks through creating a customer journey map, as well as building a customer capability maturity framework. Each of these activities helps organizations better align their success with the success of their customers, leading to accelerated growth, lower attrition, and long-term customer loyalty.

Willem Maas is the Founder and President of Growth Velocity Inc., a rigorous, tech-enabled Win/Loss Analysis consultancy for complex sales. He’s led dozens of win/loss analysis projects and debriefed more than 500 win/loss buyers for companies including Reltio, ServiceChannel, and Lightbend. In this guide, he walks through building a Win/Loss Analysis program, including outreach methods to increase participation rates, conducting illuminating interviews, and producing actionable analysis.

Rob Zambito is the Founder of Success Scaled, a customer success & go-to-market consulting firm that helps build and scale CS teams and GTM motions at fast-growth startups. He’s a three-time customer success leader at Qualia, Reggora, and Tradewing with 10+ years of startup experience, typically operating with companies that are seed through Series B. He specializes in turning customer success teams from cost centers to highly scaled, proactive revenue-generating expansion functions. In this guide, he walks through building an account expansion program and optimizing your upsell/cross-sell motion.

Sabina Pons is General Manager at Growth Molecules, a strategic advisory firm specializing in customer success for B2B/B2B2C SaaS companies . Sabina has served as Chief Customer Officer, Global VP of Customer Success and Support for companies that she’s helped to scale from $14M to $100M and beyond. Sabina holds a Masters in Leadership and Communication from Gonzaga University In this guide, she walks through the renewal process including how to prepare, different types of renewals, contracting challenges, and how to deal with tricky renewal scenarios.

Joel Klettke has helped create 1,000+ B2B case studies for companies including HubSpot, Loom, and Playvox. The best companies he works with don’t just work to build a one-time case study, they create a case study program that can consistently churn out high-value content. In this Ask-Me-Anything webinar session, he walks through designing a case study program from story creation to deployment.

Emilia D’Anzica is the founder of Growth Molecules, a management consulting firm focused on helping B2B SaaS companies seeking to protect and grow revenue. She previously led CS at Copper and WalkMe. In this guide, she explains how customer journey mapping can help companies plan and optimize their customers’ experience from onboarding to expansion.