Convergence of Customer Success, Product Success and Experience Success Customer Success is a long-term, scientifically engineered, and professionally directed strategy for maximizing customer and company sustainable proven value. Most of the Customer Success strategy initiatives are tasked with churn reduction. But a more meaningful approach would be to gather the right data from various customer touchpoints,…
Customer success initiatives help SaaS providers provide value to customers, translating to an ongoing positive relationship and opportunities for additional revenue through upselling and cross-selling. Understanding customer touchpoints is essential for delivering optimal customer experience and ensuring subscriber retention. Touchpoints are the steps along the customer journey. Most of these touchpoints, in one way or…
Customers choose, recommend and pay more for a brand that provides a personalized experience Whether introducing users to your platform or sending them reports and invoices each month, every interaction you have with customers is an opportunity to influence them, impress them and strengthen their loyalty to your product. These touchpoints, or moments when users…
A very big reason why successful brands are really successful is that ‘they always put their consumers first’. These brands go to great lengths to monitor the consumers’ behavior, pay attention to their feedback and respect their needs for enhancing the buying process. For businesses that are looking forward to boosting their revenue and retain…
