Customer Success is vital to your company’s ability to scale – Catherine Blackmore, GVP Global Customer Success, Oracle Marketing Cloud
Without the proper internal structure geared towards helping your customers succeed, you will find high churn that results in lower retention rates, poor customer advocacy, and your competitors stealing your base out from underneath you.
Watch what Tiffani Bova (Salesforce), Catherine Blackmore (Oracle), Tien Tzuo (Zuora), Nick Mehta (Gainsight), Aaron Fulkerson (MindTouch), and Dan Adika (WalkMe) have to say about Customer Success (while at SaaStr Annual)—in particular what it means to their individual organizations.
Video & Editing by Ari Hoffman, Music by Adam Vitovský
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Self-service help materials are the most efficient way to achieve customer success, allowing your customers to onboard, train, support, and learn best practices—at their pace. Providing a customized persona-driven path through your content delivers not only a desirable customer experience, but allows your company to gather actionable user data to positively affect the entire customer journey through research, buy, and succeed.
Once a customer is able to self-serve and become an expert user of your product or service, they often become brand promoters, whether they realize it or not. They talk about your product, recommend it, and even leverage it when changing organizations. Self-service not only reduces the cost of support, but generates revenue when customers can easily research, succeed and promote your product.
Case in point, MindTouch is honored by its customers sharing their customer experience so enthusiastically that MindTouch is named a Top Rated Customer Experience Management Platforms in 2017 from TrustRadius! Thank you to all our happy customers! http://mndt.ch/2lI8jnH