In this episode, Paul and Mike are joined by Dhaval Moogimane - a Director in West Monroe Partners' Mergers & Acquisitions practice and Customer Success (CS) subject matter expert - to continue our discussions focusing on the merging of Customer Experience and Customer Success. They discuss five key trends driving the evolution and merging of Customer Success and Customer Experience, including: - Shifting the focus on outcomes from primarily Churn Reduction to Relationship Expansion (Net Retention Growth) - Tighter integration and alignment of distinct roles between Customer Success and Customer Experience functions - Delivering CS at Scale across all customers (and not just the most important) - Evolving customer-focused technology to drive CS - The importance of data and organizations' ability to deliver the right data and the right time in the right context to lead to action
For those interested in learning more about Customer Success and West Monroe's capabilities to help organizations, please use the following link for a more information:
Delivering on Customer Success
Paul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at thisiscx@wmp.com or message us via social:
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