Customer Success and Customer Support are linked but different disciplines -- and they require different mindsets and playbooks to win. And they sure do have different definitions.Image sourceCustomer support aims at providing customers with what they require. Customers have a query, the support team answers...
Software as a Service (SaaS), also called web-based software, is a manner of providing software over the internet or cloud. Due to the software being delivered online, SaaS eliminates the necessity of complex hardware and software compatibility issues or the inconveniences associated with using CDs to install...
One of our B2B clients recently asked me whether the frequency of contacting customers impacts NPS. To be honest, I had not thought about this until I was asked. I could intuitively tell that contacting customers frequently and resolving their concerns even before the NPS survey is executed...
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