Improve Customer Success with Digital Experience Tools
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CXera is revolutionizing the B2B Customer Experience (CX) through Digital Microsites created from popular services like Zoom, Slack, Google or our native web or mobile applications. These microsites — or Experience Sites™ — are created in minutes from purpose-built templates for webinar events, customer onboarding, sales calls, product launch events, and other popular Zoom session topics.
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Improve Customer Success with Digital Experience Tools
- 1. Introduction to Enabling Customer Success
- 2. 2 CONFIDENTIAL You have just won the new customer… Now what?
- 3. CONFIDENTIAL
- 4. Need for a Great Digital Customer Experience 4 CONFIDENTIAL Customers have gone digital ● B2B customer onboarding, training and ongoing service has moved to digital ● Companies must provide an excellent customer experience (CX) to retain and expand referenceable customers Example Onboarding Experience
- 5. Why Digital Customer Everboarding 5 CONFIDENTIAL ● From purchase to customer success ● Adopt, promote and expand business Customer Onboarding Never Ends
- 6. Integrated Functionality to Improve CX 6 CONFIDENTIAL • Capture Feedback – Capture NPS to gauge satisfaction • Survey & Poll – Capture feedback and act to improve customer experience • Activity Feed – Experience analytics for user and content behavior • Communication Banner – Communicate targeted messaging • WYSIWYG for Campaigns – Customized page to enable success • Video – Content to communicate and educate • Recommendation Engine - Analytics to advance customer to success • CX Assistant – Notifications to improve Customer Experience • Closed Loop Reporting -Analytics to show behavior and improvements • Prescriptive Checklist & Project Status – Prescribe a list of activities to show progress and repeat success • Document Share– Deliver content from virtually anywhere on the internet • Social Media Feed – Aggregate and deliver social media content
- 7. Integrations that fit Current Workflows 7 CONFIDENTIAL Slack Channel Google Invite Calendar for Zoom
- 8. Over 20 CX Templates to Get Started ● Ready-made templates include: ○ Customer Communications ○ Customer Success Steps & Status ○ Self Serve Checklists ○ Surveys to Gauge Satisfaction ○ Integration to Connect Partner Technologies 8 CONFIDENTIAL
- 9. Experience Community to Support Digital Transformation: www.cxenablement.org CXenablement.org community to provide: ● Thought leadership spanning customer journey, future of Enablement ● CX related podcast topics that cover CX templates in action ● Build Experience Templates through joint deals for all customers ● Video customer testimonials on CX transformation ● Drive adoption of Partner services and CXera solution
- 10. 10 CONFIDENTIAL Contact Expand Reach Proposals Event New Releases Best Practices # of referenceable customers # of days from purchase to customer success # of days to expand business Improve Net Promoter Score Digital Customer Experience KPls Improve Renewal Rate Onboarding 30/60/90 Plan Adoption Deal Renew Expand Improve Loyalty
- 11. New Customer Onboarding Use Case 11 CONFIDENTIAL Starts with a Prescriptive Experience to Drive Adoption Personalized mobile and web application uses customer’s brand to deliver resources and track progress through all onboarding services including training, survey, NPS rating, invoicing, document management and other services
- 12. 12 CONFIDENTIAL Demo & Trial Demo and Trial CXera at no cost: https://www.cxera.com/demo-request/