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When your solution positioning is not closely aligned with customer success, it causes a chaotic customer journey, with success nearly impossible to measure. Clarifying and agreeing on the common outcomes your solutions will help customers achieve is mission-critical for setting the right expectations, ensuring a positive customer journey, identifying expansion opportunities, and getting ahead of renewal risks. Ultimately, it's what ties the customer journey together and provides a pathway to their success, which ensures more renewals and customer champions for future growth. After years of a disjointed customer success journey, Blackbaud has implemented a success framework that forces all stops along the customer journey (marketing, sales, on-boarding, adoption, customers success, and renewals) to align on common outcomes and a plan for success that is prescriptive and clear to customers. Don't reinvent the wheel! Join us to learn how our established framework and lessons learned may be utilized to benefit your organization today.
Director, Marketing, Blackbaud
Publish Date: October 18, 2016
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
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