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Customer Success = Customer Outcomes + Customer Experience

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In this exclusive webinar, Tiffani Bova (Global Customer Growth & Innovation Specialist, Salesforce) and Allison Pickens (Chief Customer Officer, Gainsight) will go in-depth on why there’s a clear distinction between customer experience and customer outcomes, and why both of them should roll up to an overarching Customer Success Strategy at your company.

Publié dans : Business
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Customer Success = Customer Outcomes + Customer Experience

  1. 1. Success = Outcomes + Experience
  2. 2. Introductions Allison Pickens Chief Customer Officer @PickensAllison Tiffani Bova Global, Customer Growth and Innovation Evangelist @Tiffani_Bova
  3. 3. Customer Success is at the intersection of…
  4. 4. CO + CX = CS Customer Success Desired Outcomes Exceptional Experience B2B Customer Success Requires Driving Outcomes and Experience
  5. 5. Drive Growth and Advocate Renew Contracts but Don’t Expand Are at Risk for Churn Churn and Detract CX CO Happy and Successful Customers Unhappy Customers Unsuccessful Customers Unhappy Unsuccessful Customers Successful Customers Drive Growth
  6. 6. Our Mission Partner with you to deliver predictable outcomes and experiences for your customers and sustainable growth for your business Our Impact +5%Net Retention & Growth Source: Bessemer Venture Partners Public Cloud Index
  7. 7. Platform Expertise Community
  8. 8. In B2B, The Biggest Gap is Taking Action on the Right Signals 95% Gather Feedback 10% Implement Improvements 5% Tell Customers what they did 35% Take Action % of Companies “Companies that fail take action aren't using feedback to its fullest potential. In effect, they are throwing away the opportunity to create more satisfied and loyal customers.” Gartner, 2017
  9. 9. Allison Pickens Chief Customer Officer @PickensAllison Tiffani Bova Global, Customer Growth and Innovation Evangelist @Tiffani_Bova Q&A

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