Summit US Sessions CES_The Long Tail Customer Success at Scale Isnt Just a Dream

The Long Tail: Customer Success at Scale Isn’t Just a Dream

Tuesday May 5, 2020 | 11:45 AM - 12:05 PM

Speaker(s):  Lisa Nakano, Alisa Groocock

Track(s): Customer Engagement

Customers stick around and grow when their post-sale experience delivers value and makes them feel special. An organization’s top-tier customers fulfill this need through regular interaction with account managers and customer success managers, but what about the segments whose customer journey is primarily digital? Even if human resources aren’t available at scale to address that long tail of customers, your “tech touch” doesn’t have to be cold or generic.

This presentation will provide the following benefits:

  • Understand the elements of a post-sale experience that create value in the mind of the customer
  • Learn about the technologies and processes that provide a personalized experience at scale for even the smallest accounts
  • Discover a crawl, walk, run approach to facilitating a personalized experience

May 4–7, 2020 | Live Virtual Experience

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