The Customer Success Playbook to Customer Experience

At Gainsight, Customer Success is defined as Customer Outcomes and Customer Experience.

We all want our customers to get promised outcomes but we also want them to enjoy the process. In the B2B SaaS space, one of the most important factors to measuring CX will be the process of handoffs within your organization between pre-sales and post-sales. The larger and more complex your organization, the more opportunities to drop the ball during any given handoff.

This eBook will deliver insights such as:

  • How can you use NPS surveys for success?
  • How to combat CS in a digital world?
  • What is the easiest way to simplify following up with NPS responses?
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