“Customer Success” is when customers achieve their objectives using your solution. If this happens with a minimal or acceptable amount of friction then they are likely to stay and possibly grow with your company.
CS Leaders are challenged to make this happen consistently in many situations including:
If you fall into any of these categories, a scaled customer success solution can likely help. This category of Digital Customer Success will minimize the level of human help needed to achieve those desired outcomes.
Customer 360 - Easily work with all of your data to use all of those inputs as part of segmentation and goal setting.
Product Usage Information - Track to improve key feature utilization.
Customer Goal Tracking - Record your customer outcomes and create impactful personalization based on their status to help get them there.
Segmentation and Personalization - Segmenting customers by key attributes and personalize messaging.
Visual Customer Flows - Easily build personalized messaging flows to ensure goals are reached
Omni-channel engagement - Engage with users where they are - in product, via email, slack or elsewhere.
Measurable ROI - Show users how much value they are getting.
We, here at Fulcrum, are passionate about the scaled CX topic. Give us a shout if you want to chat further.