Dear Abby Hammer, After working in customer-facing roles for several years, I’m familiar with Customer Support and Customer Success being referred to interchangeably
3 Comments - Ideally, you could receive a query, automatically offer the right bite-sized piece of guidance based on the question asked, and then the customer can help themselves without your team being involved at all
ChurnZero REST API: Rest API plays a pivotal role in realizing a real-time Customer Success strategy by allowing you to integrate your customer data from ChurnZero directly into other systems and processes within your organization
Customer Effort Score (CES) measures the ease or difficulty of a customer experience. CES indicates the likelihood of customer adoption and renewal (convenience drives loyalty). Use CES when you want to measure how easy and convenient it was for a customer to resolve their issue. Here are a few scenarios of when to use CES surveys: After completing onboarding or a new product training After using a new product feature After a subscription renewal process CES Benchmarks: Without an industry standard, it becomes more difficult and nuanced to define a “good” CES score, but generally the higher the score, the better
That said, we know that in order to grow, Customer Success (and expansion selling!)...As Customer Success is all about driving customer value, it’s reasonable that some team members feel conflicted
Dear Abby Hammer, I’m planning to shift around some of my customers to different CSM's on my team...I’d like to minimize the impact on our customers and make sure they still feel supported
(Example attributes: Name, Next Renewal Date, Industry, ChurnScores.)
ChurnZero’s Success Center is a space designed to support the unique success paths of individual customers, centralizing where your Customer Success teams communicate, collaborate, and empower. Built to be displayed right within your product and customizable at the user level, this customer success center space streamlines the customer experience for a frictionless journey to success
Powered by Machine Learning, Success Insights utilizes existing customer data to uncover events that correlate with churn then categorize active accounts by the levels of risk identified. With efficient and reliable risk analysis at your fingertips, your customer success teams will have the confidence to control the success narrative!
Customer Satisfaction (CSAT): Measures how products and services supplied by a company meet or surpass customer expectations
The Customer Success Team at Pixlee is a global team – with 1 Support Manager and 8 Customer Success Managers in the US (SF, NYC, Portland), South Korea, and the UK