These moments define whether or not the measure of success is reached. Throughout that customer journey, you’ll find moments of truth when value is either realized, or the opportunity to provide value is missed. It also helps to identify potential risks that can happen along the journey, and how you can keep the customer on track for successful adoption and renewal. It’s critical to understand this journey to clearly see how the customer receives value and solves pain points with your products. Many organizations don’t take the time to map out the various steps a customer experiences while engaging with their products. Which customer personas (admins, executives, etc.) should we include?Ī great place to begin is by understanding your customers’ lifecycle.How well do we actually know our segments?.Which customer segments should we start with as a pilot?.One of the greatest challenges is knowing where to start with your digital-led strategy. But where do you start, especially when the pressure to implement digital scale is NOW?! Aligning Your Digital-Led Strategy to Customer Moments of Truth Automated processes save time, enabling customer success managers (CSMs) to be more productive with higher accuracy. Digital-led CS allows businesses to deliver fast, personalized customer touchpoints without having to manually handle every customer interaction. But how does a company scale without sacrificing the customer experience?Įnter digital customer success. For SaaS organizations, that means it’s becoming table stakes to invest in product-led growth (PLG) and operationalize customer success (CS) with digital touchpoints. In today’s market, companies need to do more with less. Sabina Pons is Operating Partner at Growth Molecules™ and a 2022 Top 100 CS Strategist.
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