Data for CS through an external lens
The purpose of leveraging customer data through an external lens is to use it to help customers directly. What you will see in this section are my thoughts on three aspects of the external lens:
- Improving the quality of guidance for customers to drive deeper trust
- Strengthening long-term relationships and nurturing the growth of advocacy
- Measuring customer progress toward the attainment of desired outcomes
And, again, I’ll speak to them partly by relating some personal experiences I’ve had or observed while performing in CS roles.
Improving the quality of product guidance for customers to drive deeper trust
Especially during the onboarding and adoption phases, the accuracy of product guidance for the customer is critical to not just their ability to eventually achieve success. It’s also critical to sustaining and, ideally, growing their trust in the CS service over time. Why is that so important...
