Learn more about business with this collection
How to analyze churn data and make data-driven decisions
The importance of customer feedback
How to improve customer experience
The Customer's Journey
- When we get a new customer to set up and optimize on a product we call this onboarding
- Escalations happen when we address the issues that flows over the scope the mainline customer service
- For the products that have a fixed but renewable relationship, the Customer Success team ensures that the customer stays with the company or product, this is renewal
These are the lenses that the customer success team must look through in order to have the customer's experience more enthralling.
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A true customer-centric company should realize that both customer experience and customer success exist to deliver great outcomes for the customer.
RICK DENTION
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Customer Experience vs. Customer Success
Customer Experience (CX)
- Considers the customer from the very beginning
- The CX team relies on understanding how the customers think adn feel towards the company
- Every interaction performed whether human or digital, feeds into the understanding and devel...
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The Difference between CX and CS
- Location in the customer journey - Customer Experience (CX) begins before the consumer is knowledgeable that they are in the buying journey; while Customer Success (CS) places the spotlight on the post-sale time frame.
- Team goals - When CX contends ...
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When keeping up with your customer's value, it is important to communicate with them in a wa...
The Three Elements Of Agile
For any task to be completed, there are three basic elements: time, scope and budget.
- We generally expect that the task will be completed on time, with the required scope and within the budget.
- However, if the timeframe and the budget is fixed, a task might ...
The throne behind the round table
The manager's job is to run a decision making process that ensures all perspectives get heard & considered, and, if necessary, to break ties and make the decision.
Tactical advice:
- Make sure every team member is company first not me first.
- Discuss conflic...
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