The Tangible Impact of CX and Customer Success

by Feb 26, 2020

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.

To learn more about CX and CS please read:

Customer Experience vs. Customer Success – Similarities and Differences

CX Opportunities

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.

Login to Access the Full Report

If you don’t have an account, create a free* membership.

Login

*Membership level determines your access to ServiceXRG research and other member services. Paid memberships include access to research and playbooks. Free memberships include access to some reports and discounts to others. Please visit our membership page for a list of available membership programs.

Related Articles

Effectively Managing Distributed Support Teams

Geographically distributed teams are common for many industries and companies, but recent events have created the necessity for more individuals to work from home. For support and service operations that rely on centralized call centers the shift to a distributed workforce introduces new challenges – both technical and administrative. Here are some of the things to consider for effectively managing distributed support and success teams.

read more

The Evolution of Support – Top Trends for 2020 and Beyond

Support has been the foundation of post-sales customer engagement for decades. New licensing models and recognition that customer retention is essential has led to enhanced approaches to engage and retain customers. Support must find ways to contribute to the execution of CX and CS strategies and practices. Core support practices will persist but Support as we know it will evolve.

read more

Chatbots for Technical Support – Are They Working (Survey)?

The ability to provide automated interaction with customers by chat has been available for years. The power and potential of today’s chatbots offers a wide array of customer service and technical support opportunities. For many companies the question is not if they should deploy chatbot automation for technical support, but rather, how to make chatbots successful. Do you use chatbots for technical support and are the successful?

read more

Customer Experience vs. Customer Success – Similarities and Differences

The terms Customer Experience (CX) and Customer Success (CS) are commonly used within the service industry. Sometimes CX and CS are used to describe the same or similar things and other times to describe complexly different actions, activities and outcomes. This article offers definitions for each term and identifies similarities and differences between CX and CS.

read more

Pin It on Pinterest

Share This