Ever have trouble explaining what Proactive Success is all about? Justin Owings of FullStory talks about how proactive support is about fixing things before customers ever tell you they’re broken — or before they’ve realized there’s a problem. It is the next phase in the evolution of customer experience.
Regardless of what vertical you’re in, customers purchase your software because they feel it will solve their problems. When someone cancels their subscription you die a little inside. A lot of churn reduction comes around CSMs and relationship, but what about UX? Brian Bimschleger of Digital Telepathy will fill us in.
Whether your customer success team is in its infancy or more established, it’s important to have a strategy in place to ensure your team’s success as they approach a new quarter. Burke Adler of Business to Community has the game plan.