Customer Experience

Customer-Success-Strategy- Convergence

The Customer Success Strategy

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 touchpoints

How do you manage your 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…