Streamlining and Scaling Customer Success with Customer Hubs

Описание: #customersuccess #csmpractice #customerhub #customerportal #techtouch #digitalexperience

A customer hub is a centralized platform that provides customers with access to all the resources they need to effectively engage with a company's product or service. Without a customer hub, companies can struggle to provide a seamless and personalized digital experience, resulting in lower customer satisfaction and potentially lost revenue.

In this interview, our host Irit Eizips sits down with Shachar Avrahami, VP Product & Strategy at EverAfter, to discuss the importance of a customer hub for improving customer experience and increasing scalability.

Avrahami shares key principles and channels for enabling a tech-touch motion, as well as real-world examples of how a tech-touch motion should look like through decision-making trees. He dives into the concept of a Customer Hub and how it can be used to enhance the customer journey and digital experience. He also covers the most common business impacts on companies that implement tech-touch programs, success indicators, and tips for designing a customer hub for improved low-touch customer experiences.

Join the conversation to learn how a customer hub and tech touch can benefit your organization and enhance the overall customer experience.

• Key principles of a customer success/Tech-touch Program:
◦ Actionable
◦ Personalized
◦ Automated
• Channels or methods used to enable the tech-touch motion.
• Example of how a tech-touch motion should look: Decision-making tree.
• Which companies should prioritize tech touch?
• What is a Customer Hub and how it can be used to improve customer digital experience?
• Leveraging Customer Hub during the customer journey.
• Used cases of leveraging Customer Hub to improve customer digital experience.
• Most common business impact on companies implementing tech-touch: Success Indicators.
• Designing a Customer Hub for an improved experience.
• Using Customer Hub for Low-touch customers.
• Tips and advice to improve the customer experience while increasing scalability.

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ABOUT THE GUEST

Shachar Avrahami is the Vice President of Product and Strategy at EverAfter.ai, a leading SaaS platform that empowers customer success teams to personalize each customer journey with a dedicated portal experience. With his extensive experience in revenue operations and scaling customer success, Shachar provides actionable tips on implementing a digital customer success program that streamlines the customer journey and ultimately drives revenue growth. In addition, Shachar emphasizes the importance of building programs for both low-touch and high-touch clients to ensure a successful customer experience.

🔗 You may connect with Sachar on LinkedIn:
  / shacharavrahami  

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Additional Resources

🔗 Please refer to their website for information:
https://www.everafter.ai/demo

🎥 Video: What is a customer hub?
   • What is a customer hub?  

🎥 Video: Leveraging DIGITAL Customer EXPERIENCE and High Touch
   • Leveraging DIGITAL Customer EXPERIENCE and...  

00:00 Intro
01:46 Tech-touch program
03:22 Digital experience Channels
04:07 Tech-touch motion example
05:45 Tech-touch priority
07:57 Customer Hub
15:24 Leverage Customer Hub
19:11 Business Impact
20:41 Leading Indicators
25:00 Tech-touch misconception