The Tangible Impact of CX and Customer Success
A well-defined CX strategy combined with an effective Customer Success (CS) operating model can yield significant and tangible benefits including retention and expansion of existing relationships and the strengthening of your product and service reputation.
The Tangible Impact of CX and CS
A CX strategy defines the approach a company will use to influence customers behaviors and perceptions by creating specific customer experiences. A Customer Success operating model promotes practices across the entire customer-lifecycle including landing new accounts; onboarding, success planning; product adoption; health monitoring; retention and expansion.
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A well-defined CX strategy combined with an effective Customer Success (CS) operating model can yield significant and tangible benefits for retention, expansion and reputation.
From case open to closure, Support case management and resolution processes must be efficient and effective. Yet case management is the most costly and time-consuming Support process and remains labor-intensive and largely sub-optimized. Improve your processes—and customer value metrics—with these research-based best practices.
Modern, well-defined post-sales service portfolios that combine elements of Customer Support and Customer Success can significantly increase your ability to help customers use and apply products; reduce churn; and expand revenue growth. This article will help you to determine the type of post sales service portfolio you need.
As we start the new year it is important to understand how demand for support will change. The overall IT industry is forecast to grow which will likely lead to increases in support demand. Change in support demand for individual companies will be influenced less by macro-IT spending trends and more by company-specific initiatives to drive new sales and retain existing customers. This article suggests how support demand may change in the years ahead and introduces the factors that will result in changes to demand with recommendations about how to prepare to meet customer needs.
One of the most profound changes to the technology services industry is the clear shift away from selling perpetual product ownership toward a concerted effort to drive customers to subscription-based relationships. As we enter the new year the strategic role of Support must be realigned with overall corporate strategies focused on creating enhanced customer experiences, driving adoption, and maximizing customer retention. This article introduces key observations about how Support is transforming and offers recommendations about support imperatives for the year ahead.
Welcome to 2021! What do you consider to be the top challenges for your service organization in the year ahead? Hiring, training and retaining staff? Transitioning to a subscription model? Implementing new service technologies? Redefining your service portfolio? Adopting success practices? Satisfying and retaining customers? Expanding revenue?