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How Customer Journey Mapping Improves the Customer Experience
We’re excited about our upcoming Technology Services World conference this fall in Las Vegas. This year’s theme is the Art and Science of the Customer Journey, and within my area of research, customer success, many attendees will realize this theme is definitely in our wheelhouse. As part of the customer journey, we usually see two bigger phases of customer success maturity. The first is when we observe a group of professionals working across a company on projects and initiatives that improve the customer’s experience, which we refer to as the “thematic” view of customer success. The second is an organization that has one or more of three common charters of customer success: adoption, retention, and expansion. Regardless of maturity of your customer success and customer experience initiatives, being able to improve your customer’s experience should be a top priority for these teams.
Customer Success
For Department Leaders
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Generating Cost-Effective B2B Opportunities Through Services
Your Sales team can get new opportunities for just under $7 per lead from an already-existing lead-generation resource within your company: your Services teams.
Customer Growth and Renewal
For Department Leaders
The Customer Success Maturity Model in 4 Phases
A customer success maturity model can help you find out how developed your current customer success function is and identify which capabilities still need to be established.
Customer Success
For Department Leaders
Customer Success: 5 Frequently Asked Questions
5 frequently asked questions about customer success: What is customer success? Why is it important? How is it executed? When does it happen? Who makes it happen?
Customer Success
For Department Leaders
5 Metrics to Measure Maintenance and Support Revenue Health
Learn how to assess the health of your existing maintenance and support contracts so that you can be better prepared to grow those revenues year over year.
Customer Growth and Renewal
For Department Leaders
7 Ways Education Services Fits into Customer Success
Including education services as part of your customer success strategy can further drive customer engagement, adoption, retention and renewal.
Education Services
For Department Leaders
3 Skills to Look for When Hiring a Customer Success Manager
Wondering what skills to look for when hiring a customer success manager for your technology organization? Discover TSIA's top 3 must-have skills here.
Customer Success
For Department Leaders
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