Customer AX fluidity & Digital CS
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Customer-centric Automations training starts 4-March. Over the past few years, customers' Appropriate Experience (AX) shifted, welcoming a blend of synchronous interactions with self-service, asynchronous, and automated engagements. Even traditionally "high-touch" customer segments now embrace automation and AI as part of their AX. This evolution in AX offers a chance to adopt more self-service and automated solutions, aligning with current trends towards operational efficiency. However, careful implementation is critical to maintain customer satisfaction and avoid negative impacts on their experience (and the repercussions). Our Impact Academy Customer-centric Automations training that starts on 4-Mar, 2024 focuses on developing and implementing a digital CS strategy that meets customer needs and aligns with organizational goals. Learn more and sign-up here. ~ Lincoln BTW: Our Impact Academy Customer-centric Automations program is designed with Heads of CS, Ops, & Enablement in mind, though any CS pro (or even Product or RevOps) are welcome to join and will benefit from participation. It's also filling-up fast, so if you want to participate, please secure your spot as soon as you can. |
Lincoln Murphy
I invented Customer Success
My unique approach to Trials and Onboarding is super-effective for everything from PLG (self-service, Sales Assist) to Enterprise high-touch Customer Success. Interested in personalized coaching / mentorship in May to help your team optimize your Trial and/or Onboarding process? Reply with: Why you think your Trial and/or Onboarding needs help now Details about your company, product, and customers I'll reach out if I think I can help. ~ Lincoln BTW: I only have time to do this for a couple of...
Our 2-week virtual Customer Onboarding training program starts this Monday, 22-April, 2024. Onboarding is arguably the most important lifecycle stage the customer will go through. And since it's really just about getting them up and running, it should be the easiest to get right. Right? Yeah... except that getting it right isn't as straightforward as you'd think. In this program you'll learn how to get your new customers to do the things they need to do to get this fragile relationship off to...
Our 2-week Onboarding Training starts next Monday, 22-Apr, 2024. Onboarding is either when you set the customer up for long-term success... or plant the seeds of churn. A well-defined onboarding program leads to: Massive KPI Impact: A positive Onboarding experience is directly correlated with longer customer lifetimes, less contraction (revenue churn) at renewal, less overall churn, and more expansion (upsells). Faster Time to Value: A streamlined onboarding process allows customers to begin...