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Before the arrival of the Subscription Economy, Customer Support was often viewed as a necessary evil - the more incidents, the more problems you had. Silence was bliss. In today’s subscription economy, this paradigm has shifted. When a subscription customer is not engaging, they could be a potential churn risk. Marlene Summers, Director of Zuora Global Support, will demonstrate how you can re-define your approach to Customer Support to cultivate long-term customer relationships, which enabled Zuora to support over 500 customers with a 95% satisfaction rate.
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