ServiceSource has developed a comprehensive approach to setting key performance indicators (KPIs) to improve a renewals program. Based on over 20 years of experience pioneering customer success and renewals.
In its simplest form, Customer Journey Mapping produces a diagram that literally illustrates the multiple touchpoints your customer has with your business, it depicts every step that they engage with your company.
Journey mapping has grown from a niche workshop in the land of business-to-consumer customer experience to being “on-trend” and fashionable. From ugly B2C duckling to elegant B2B swan. Join David Lopes at two TSW sessions to learn how to deploy Customer Journey Mapping tactics.
Predictive analytics and data science are hot right now. The truth be told, ‘big data’ has been a buzzword for over 100 years. Finding a way to harness the volume, velocity and variety of data that is flowing into your business is as critical to using Customer Retention Analytics to your advantage.