In order to drive customer growth, Sage needed customer journey analytics to help them dig into the customer experience to guide their decision-making. By effectively managing the customer journey, Sage was able to reduce time to value in onboarding by 13% and enable an early warning system to predict at-risk customers as well as growth opportunities.
Customer Journey Analytics
Allie Irvin, Head of CS at Extreme Networks, discusses key strategies for driving impact through scaled customer success initiatives. Explore the importance of building a multidisciplinary customer success team, working cross-functionally with various partners, and reevaluating KPIs for scaled CS.
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With Totango, Waystar managed client success by prioritizing risk in a growing business, successfully reducing churn by 20%.
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Aruba’s one-to-many CS program successfully scaled their customer experience, while maintaining a personalized approach.
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