Individual features and items in CSM platforms do not convey the full value proposition of a CS platform. The use cases outlined below give a better idea. These use cases help CSMs with ready-made talk tracks to communicate with and serve all stakeholders involved in customer management processes.
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Proactively render return on investment (ROI) analysis of customer’s investments in vendors’ solutions
Manage clear bottom-line impact of renewals by CSMs via side-by-side analysis cost and revenue
Maintain a detailed audit trail of essential emails, meeting notes, tasks, usage metrics, and other relevant project information to use when faced with cross examination
With convenient access to built-in metrics, feedback, and engagement content, CSMs do not have to look for data when needed
Capture every demographic, educational, personal, and professional detail, interests, preferences, dislikes, and goals for all customer stakeholders
Track and manage comments, reference calls, testimonials, participation in joint case studies, anonymous comments, reviews, and speaking events
Deploy NPS (Net Promoter Score), CSAT (Customer Satisfaction Survey)surveys and log all related phone calls, and in-person visits
Visualize usage metrics by time, feature, module while focusing on your core competency of your respective product
Manage the full experience of each customer stakeholder who has interacted with your brand
Deploy new hire orientation best practice questionnaires, risk assessment training, and checklists to ensure all new personnel is trained adequately
Launch consistent onboarding project templates and assign tasks, get visibility of the full process with documented variations that can be analyzed later
Streamline project execution launching off a thought-through strategy with well articulated artifacts
Track and manage all customer-relevant events and utilization, performance, and health alerts, along with their mitigation activity to take them to their logical conclusion
With built in risk management features, reduce the overall risk profile, increase the CS function’s collective maturity, and improve customer retention rates
Execute high-level testing of customer deliverables and audit customer churn or general operational inefficiency root causes with standardized procedures
Setup an engine for composing case studies and newer business growth ideas for sales and marketing departments