From Stalled to Scaling

Jim Tincher

Eight-minute ideas for B2B leaders on growing through the customers you already have.

  1. 1d ago

    The Cold Test

    Hiring a customer experience leader? Hire the one who knows your business, not the one who knows measurement. Measurement is the easy part, and you can buy it. On From Stalled to Scaling, Jim Tincher shares the finding underneath it. The CX programs that can prove business results are run by people who came from operations, sales or supply chain inside the same company, or who had done the job at four or five companies. Then take the cold test: have whoever owns your customer number walk you through the business without notes.

  2. 2d ago

    Growth Leader Interview: Dan Futter and Riccardo Porta

    What drives B2B customer loyalty in manufacturing? Jim Tincher talks with Dan Futter, former chief commercial officer at Dow, and Riccardo Porta, global head of supply chain for Roquette's Health and Pharma division and former customer experience lead at Dow. They cover why supply reliability and availability to promise shape whether customers grow with you, why it's so hard to fix across functions, how S&OP and real-time data help, and why how you handle a missed shipment matters as much as the miss. The assignment: map every step and owner behind your promise to customers.

  3. 5d ago

    Growth Leader Interview: Laurie Englert

    Laurie Englert, North American CMO at Legrand, joins me for the show's first interview. She shares how she's bringing 19 websites together so customers can see everything Legrand sells, what a rack builder nobody asked for taught her team about customer interviews, and how a plus one strategy got stagnant accounts buying more. We also debate customer satisfaction. Your assignment is to pick one healthy account, find the person who actually uses your product, and ask Laurie's three questions.

  4. Oct 29

    I Made This Sound Easier Than it Is

    Change management got one chapter in the book, but it's closer to the whole job of customer experience work. The levers that matter belong to people who don't report to you and aren't measured on your number. On From Stalled to Scaling, Jim Tincher explains why agreement is cheap and isn't the objective. A report reaches everybody and costs an afternoon. One decision, in one area, with one person costs a month and actually moves. Most programs pick the afternoon because it feels like progress.

  5. Oct 28

    You Don't Have to Start From Scratch Anymore

    When a B2B customer relationship program shows no results, the problem isn't that the soft stuff doesn't work. Growth follows an order. Customer confidence is where growth begins, and feeling valued is what accelerates it. On From Stalled to Scaling, Jim Tincher explains why relationship investment aimed at an account that hasn't cleared confidence is money you won't get back. Then try this. For your five largest accounts, have each relationship owner pick which one is missing, confidence or feeling valued, and write down the five answers.

  6. Oct 28

    It Was Never a Persuasion Problem

    Struggling to get executive buy-in for customer experience? Your executives already believe customers matter. The real gap is translating customer work into the numbers they're accountable for, and that's a different job than persuasion. On this episode of From Stalled to Scaling, Jim Tincher shares a telling finding. Of 34 C-suite leaders, exactly one could connect customer work to growth and put a figure on it. Learn why the fix is translation into the C-suite's own numbers.

  7. Oct 23

    Growth Leader Interview: Sheri Johnson

    Sheri Johnson, CMO at McCownGordon, joins me to talk about customer relationships that last for years. She walks through the customer priorities process McCownGordon runs on every new project, how a 20-year operations veteran helped bring it to the field, and why they bonus on survey response rate instead of their net promoter score of 90. The takeaway is to reward the conversation, not the score. Your assignment is to start your next customer relationship by asking what matters most to them, then keep coming back to it.

  8. Oct 21

    Where the Handoff Breaks

    Your customer's experience is produced by people who don't work for you and aren't measured on your number. In the last of four episodes on the actions from Do B2B Better, I cover greasing the flywheel through Laurie Englert's story at Legrand. She earned the right to change other departments by running the same listening process on her own employees first.

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About

Eight-minute ideas for B2B leaders on growing through the customers you already have.

Information

  • Creator
    Jim Tincher
  • Years Active
    2026
  • Episodes
    14
  • Rating
    Clean
  • Copyright
    © 2026 Jim Tincher
  • Show Website
    From Stalled to Scaling