ProductPlan

DECEMBER 26, 2019

You might be wondering how to efficiently manage feedback from people so unsatisfied with their experience that they’ve canceled their subscription or completed a trial without making a purchase. When someone contacts our customer support team to cancel, the staff is trained to ask simple, polite questions to see if they have any feedback.

Customer Feedback 52

Customer Feedback Feedback Software User Testing Customer Experience 52

Gainsight

DECEMBER 23, 2019

At the end of the day, a lot of it is about the people in your company, your CSM [Customer Success Manager], the rest of your team building those kinds of relationships and understanding that people are your customers. So that’s kind of number one. That’s a big, big trend.

Customer Experience 52

Customer Experience User Testing Customer Feedback B2C 52

Gainsight

DECEMBER 23, 2019

She was most recently customer success head at BetterWorks where she led services, customer support management, ops, and training team. How big is your revenue base that you’re managing? Other questions that you wanna ask yourself is, can a CSM realistically manage that much as well? Are you selling more to SMBs?

Customer Experience 52

Customer Experience Onboarding KPIs User Friction Data Visualization 52