Customer Success Webcast
Managing the Customer Experience for Loyalty and Profit
Whether a traditional product company or one that offers cloud-based subscriptions, suppliers that deliver customer success reap both higher profits and deeper loyalty than organizations that don’t. For organizations in complex, competitive environments, building customer success may not be an option, but a requirement…a mandate for survival, demanding some behaviors and philosophies quite different than traditional ways of doing business. Yet, as our research confirms, customer success is defined and implemented in many different ways—core practices are just being defined, processes are in their infancy, and different business models are being tested.
In this one-hour interactive webinar, we explored the results of a recent Customer Success Research study conducted jointly by Service Strategies and Dr. James “Alex” Alexander. The session included discussions on:
- A clear definition of customer success
- Core customer success practices and benchmarks
- How to avoid common implementation challenges
- How, why, where and when the customer experience contributes to customer success.
To date, most research on the topic of customer success has been focused on business-to consumer suppliers, and much of this research has been limited to subscription-based cloud businesses. Our study was targeted at business-to-business technology companies, including pure cloud-based suppliers, traditional license-based businesses that are now also offering at least some subscription offerings, and traditional license-based companies grappling with how the cloud fits into their business model. All of these organizations are working on how to become successful through customer success. These are interesting times in the technology world!
This informative session featured special guest Dr. James “Alex” Alexander. You’ll find relevance in the topics, value in the content and enjoy the crisp, to-the-point presentation.
| Dr. James “Alex” Alexander
James “Alex” Alexander is a services pundit and Service Strategies business partner that helps product companies create and implement services strategies. He researches, publishes, trains, and speaks on the critical issues services leaders face.