Customer Success
& Retention
Support customers in their purchases to ensure they're succeeding with their target objectives, and ultimately reducing churn
More product success.
The key focus of Customer Success and Retention is knowing what true strategic objectives your customers have, and how your product or service is contributing towards the realisation of those objectives.
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It is about truly understanding what success means to your customers and why they're using your product. What do they get from your product or service that helps them move the needle?
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Because, put simply, the customers that are moving forward with their strategy through the use of your product will inevitably be retained and be the returning ones.
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Customer Success and Retention also captures the support and service delivery perspective, identifying where any ‘success stories’ are being stunted. This can be from an immediate, acute outage/disruption or an entrenched usability and functionality factor.
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Customer Success data is reviewed in-depth to see that the customer experience is in alignment with both the product strategy and the overall business growth strategy. As the product strategy needs to secure the customer and market fit for sustained growth.
Blue Fabric will:
Work continuously with you to providing ongoing customer success management and customer experience management
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Work with you to define key metrics for customer success measurement
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Develop the customer success strategy
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Identify key themes within the customer group on product usage
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Work with you to ultimately reduce churn and increase customer retention