Implementation is the most crucial and delicate stage in the customer lifecycle. So many churn events trace their roots back to a problem during the onboarding—likewise, a smooth implementation can pay big dividends when renewal comes around. The key to getting customers up and running with your product is being able to solicit, understand, and adapt to customer feedback throughout the process. A closed-loop Voice of the Customer system is essential.
Adobe has leveraged Gainsight for VoC to improve implementation CSAT from 8 to 9, as well as leveraging data generated through customer feedback to launch a fully automated onboarding segment that retains a high CSAT score. Join Adobe’s Program Manager for New Customer Experiences, Domenico Batteate, and Ganesh Subramanian, Director of Product Marketing at Gainsight, as they go behind the scenes of a highly effective implementation workflow fueled by a best-in-class Voice of Customer process and toolset.
In this webinar, you’ll learn:
- When to reach out
- What questions to ask
- How to automate the process for low-touch segments
- And much more