Digital touch Customer Success approach (1000+ customers)
Hi, TSIA community!
We are planning to set up an automated workflow (using the CSM platform) with no personal interactions. Our product portfolio does not have a usage statistics feature and it will not be possible to understand how products are being used on the customers' side.
Do you have any recommendations on the following:
- How to ensure that the customer has clarity on the Product, Solution and Services they bought from our company?
- How to understand the customers' goals and to ensure that they are following the plan to reach and achieve those goals?
- In general, how to gather feedback knowing that we do not have usage statistics?
Have anyone faced such challenges before?
Thanks in advance,