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Defragmenting Your Customer Experience Across Teams

Speakers: Helena Li, Shannon Murray, Samantha Wong

Session Abstract

Take a look at your at-risk customers. Unless there was sponsor change or something else outside your control, you can make a solid bet that risk got its start in a handoff. Whether it’s setting the wrong expectations between Sales and Success, losing context or missing SLAs between Success and Support, or failing to tee up Account Management for expansion or renewal, handoffs are where the baton can be easily dropped. And it’s no excuse to the client—99 out of 100 customers do not care that handoffs are hard. In this session with heads of Success, Support, and Sales, you’ll get their top takeaway tactics for making your handoffs seamless internally and invisible to your customers.