Customer success is not solely the responsibility of CSMs or any single department, rather it’s an entire company initiative that starts on the front lines with prospects and extends through to advocates on the other end. The companies that miss in this effort are the ones that are siloed, leaving success teams unsupported. What customers expect from companies today is:
- Responsiveness and engagement
- To be heard and acknowledged
- Personalized guidance and recommendations
- Trusted partnership
It’s entirely possible for customers to be satisfied, but not successful. This is where a company’s true intentions come in. With the many products that are being delivered to market everyday, we know satisfaction is just one part of the equation. Your customers deserve more; and so do ours.
In this Converged Conversation, VP of Customer Success for Propel, Mary De Frenchi, explains why the customer journey should be designed to provide value at every step of the way.
Read all about Propel's customer success in philosophy in Mary's article Our Success is Your Success.