5 Small CX Uplifts
Sometimes you need a full CX transformation–and sometimes a tweak is all you need, or all you can afford. Here are 5 very simple, very quick, very cheap changes you can make that can transform your user experience. Get rid …
Author: Françoise Tourniaire
5 Reasons Why Your CSMs Get Unexpected Churn
Continuing our 5 Reasons series, this month we tackle the painful issue of unexpected churn. Sure, losing a customer is painful, but it’s particularly problematic if you were not expecting it. So how can we do a better job of …
Extending KCS beyond Support
If you have a thriving KCS setup for your Support team, you may be tempted to invite other teams to contribute to it: Professional Services, Solution Engineering, Customer Success, even Engineering and the Product team all have precious expertise to …
5 Reasons Why Your Team Members Are Shying Away From Direct Communications With Customers
Continuing our 5 Reasons series, this month we tackle the lost opportunities of avoiding phone, Zoom, and Teams communications and hiding behind email. This is often couched in terms of “young people don’t know how to use the phone anymore” …
5 Reasons Why Support and Customer Success are not Playing Well Together
Continuing our 5 Reasons series, this month we turn to the painful topic of the common hostility between the Support and Customer Success organizations, which is so painful both to internal players and, indirectly, to customers. There’s hope! Read on. …
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Webinar: Creating Partner Journeys
Following two earlier guest posts on the benefits of partner journeys and creating partner journeys, TSAnet invited me to lead a live webinar to go deeper into the creation process. The recording is available here. Check it out! If you …
The Black Hole of Enhancement Requests
Many thanks to David Hulbert for suggesting this topic. (You can suggest a topic too, just send me a note.) What’s the problem? Customers often make suggestions for product enhancements, large and small. Most organizations have a system to record …
5 Reasons Why Cases Are Aging out of Control
Continuing our 5 Reasons series, this month we turn to case aging, that is, cases taking weeks or months before resolution, especially when no progress is being made at all, or no visible progress. Case aging is a perennial challenge …
Upcoming webinar alert: creating partner journeys
Following two earlier guest posts on the benefits of partner journeys and creating partner journeys, TSAnet has invited me to lead a live webinar to go deeper into the creation process on 3/25. More details and registration information here. (And …
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Negotiating as a Learning Experience
Think about typical activities you engage in: asking for more budget, talking with a customer about an escalation, turning down a vacation request, getting a bug addressed, engaging with a prospect who wants special treatment. All of them involve negotiating, …
