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Re: Digital touch Customer Success approach (1000+ customers)
Hi Pavlo, I agree with Steven 100%; usage tracking is pretty much table stakes to develop a sustainable digital touch customer success strategy. With-that-said, if usage tracking is not available in …1 -
Re: Self-Service Surveys - What questions does your organization ask?
Hi Tim, this is an excellent question for the community, thank you for raising it. @Daniel Coullet in your role as support leader are you using surveys with customer that have 'self-served'? If so, w…1 -
Re: What are best practices in connecting value promises made during sales to value delivered?
Hey @StevenForth this an incredibly important question. Martin Dove leads TSIA's Subscription Sales Research Practice and he grappled with this exact question in a recent webinar - The Need to Deli…2 -
Re: Is a virtual workforce influencing customer NPS scores?
@Daniel Reese that is an excellent question. At the onset of the COVID19 crisis TSIA's Research Team launched a series of Rapid Response Polls to measure the impacts a virtual workforce was having …3 -
Re: How is your CSM team adapted to being VirtualCSM ?
Hi @Neelu Shaikh, that's a great question. One thing I have been doing is turning my camera on during meetings with my customers. It's a small gesture, but I think it helps maintain the relational co…2