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.
To learn more about CX and CS please read:
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.
Corporate financial performance depends on Services to nurture, retain, and grow customer relationship value. Companies are taking steps to modernize services and shift them to proactive, success-focused growth engines
Change is inevitable in Services but often difficult, especially when it challenges current operational and organizational norms. When you can recognize the conditions that require change and can address the potential inhibitors you can prepare for a smooth transition to a new operating and organizational model.
To be successful with Services, you must establish a Service plan. To be effective, the Service plan must clearly define the role of Services within your company, prioritize service initiatives necessary to attain prioritized results, and establish metrics to track service performance and outcomes.
The current organizational structure of your Services team and alignment with other customer-facing teams may be inhibiting your ability to deliver outcomes. Organizational alignment, increased cooperation, and shared goals are key to customer retention and revenue expansion initiatives.
Technology service programs are evolving to offer new value and benefits such as use and adoption assistance and resources to help attain successful outcomes. As technology service programs change service marketing must evolve beyond selling the initial service engagement and focus on sustaining and growing relationship value.