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Let’s review everything your customer success team has to do in the absence of any customer success tools. Collect customer data to calculate complex formulas for tracking metrics, monitor customer health scores, and resolve support tickets while continuously trying to improve retention and expansion.
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As a result, we’re looking to start rich dialogues with lots of different people: prospective customers who are talking to Sales, existing customers who are solving issues with Support, and customers who have left for alternative solutions or for other reasons. So it’s the voice of the customer.
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