This document discusses the Customer Success Triangle, which is comprised of product, content, and people. It emphasizes measuring the value a product provides customers, using helpful content like tutorials to support the product, and having people bring the product and content together to create a seamless customer experience through excellent service and support. The goal is to enhance customer loyalty, satisfaction, and sustained business through this approach.

2. Customer
Programs
In the past…
Reactive
solutions which
are cost-heavy
Now
Proactive
solutions for
prolonged
success and
revenue growth

3. Customer Engagement
& Satisfaction
Enhanced Loyalty
& Sustained Business

4. The Customer
Experience Success
Triangle

5. The Customer Success Triangle is comprised of:
Product
Content
People

6. What is the product or service worth to the customer?
Constantly measure and optimize the value that customer is
deriving from the product
A good product should enable:
Ease of
navigation
Intuitive user
interface
Logical flow
through the
application
Simple &
quantifiable
ROI
Pleasure garnered
from use

7. Content can directly complement the product
Right content enables
smooth onboarding
Add fast and clickable
tutorials with visuals and
examples, to answer user
questions
Help content should be
readily available through
articles, diagrams, and live
chats
Create templates to outline
common scenarios, and
standardize best practices
Case studies, webinars,
white papers, guest articles
from industry heroes - will
position the company as a
thought leader

8. Coordinated
customer
experience efforts
cut churn off at
the knees
People bring
product & content
together to create a
seamless user
experience for the
customer
Service and support
teams need to track &
continuously
minimize response
times & time to
resolution
Track customer
engagement
through tools such
as NPS
Emphasize
activities that
make your
customer
successful
Identify upsell &
cross-sell
opportunities by
identifying
customer ROI with
your product

9. Regularly update customer personas,
content and journey maps
Build customer value models –
Data-driven representations of the
ROI to customers