Gainsight Associate Director, Client outcomes • Thu
CS and Support alignment is only valuable if it translates into better customer outcomes. I like measuring it across three areas. 1. Retention Are at-risk customers recovering faster? [Correlate Support exp trend] Are health scores improving after joint CS and Support interventions? [Support exp Vs overall score impact reports] Are escalations reducing? [with Proactive Support alerts through automations] Are those customers renewing at a higher rate? [ Support exp Vs GRR ] Build dashboard ...Read More
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