Customer success teams know the struggle all too well. You launch a brilliant new onboarding process on Monday, only to watch it slowly unravel as the week’s fires demand your attention. By Friday, you’re back to fighting the same old battles. Sound familiar?| GUIDEcx
Had a client demand a feature that doesn’t exist and insist your company promised it? You’re not alone. Suddenly, you’re caught between appeasing the customer and protecting your product roadmap. The art of handling feature requests represents one of the most delicate balancing acts in customer success strategy. Master it, and you transform potential conflicts...| GUIDEcx
“Can you tell us what you’re hoping to get from our software?”| GUIDEcx
Ever heard of the “trough of disillusionment?” Coined by Gartner as part of its Technology Hype Cycle, this term describes how a customer’s initial excitement about your product drops when the product doesn’t meet their expectations. This is why reducing Time to Value (TTV) is crucial — the faster customers experience the initial value in your products, the more likely they are to remain satisfied and stay for years to come. | GUIDEcx
