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Re: Is there a trade off triangle for customer success
Customer achievement of business outcomes Customer experience Supplier ROI1 -
Re: Who Should Own Renewals?
I'll drop this here.... Put the right resource, at the right point in your customer journey, that delivers the best experience but in the most cost effective manner. The resource that @Patrick Carmit…2 -
Re: What Customer Success innovations are on your roadmap?
@Jaime Farinos - We introduced a new framework called 'Dynamic Engagement' in 2019. The State of Customer Success 2020 takes a look at this in more detail. Also a few of the members will be discussin…11 -
Re: What are the 1st Steps Towards Establishing a "Customer Success" Structure?
Hi @Steven Forth - The most common CX/CS intersection is what we refer to as 'Operationalizing the Journey'. This combines two practices. The first is execution of the Customer Journey Map. The corre…1 -
Re: What are the 1st Steps Towards Establishing a "Customer Success" Structure?
@Steven Forth - generally yes, and I agree. There are many pitfalls. Here are some... Mapping for mapping's sake Not doing anything with the CJM Executing inside out versus outside in Trying to map e…1