Customer Success9 min read
Why Your Customer Health Score Is Wrong
A green health score can hide unpaid invoices, a departed champion and an unlogged chat thread. Here is why single-system scores mislead renewals teams, and what fixes it.
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Notes from inside the disconnected operation.
231 articles on lost deals, ageing inventory, slow response times, exhausted teams and the disconnected systems behind them, and what it takes to run the business as one.
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5 articles tagged #customer success Clear filters
- Customer Success10 min read
Complaint Handling and Regulatory Expectations in Service Industries
Complaints split across WhatsApp, phone, CRM and email are slow to answer and hard to defend. Here is how service businesses can join them up without replacing their systems.
- Customer Success9 min read
Ticketing Without Context: Why Support Agents Ask Customers the Same Questions Twice
When your helpdesk can't see orders, contracts or service history, agents ask customers the same questions twice. Here is what that costs a business, and how to fix it.
- Revenue Operations9 min read
How to Hand Off a Closed Deal to Service Without Losing What Sales Promised
Sales promises get lost between the CRM and the service desk. Here is how to carry commitments, contacts and pricing into fulfilment so customers never repeat themselves.
- Revenue Operations8 min read
Who Owns the Customer After the Sale? Fixing Account Ownership Between Sales, Success and Service
When a deal closes, ownership of the customer often goes vague. Here is how that causes missed renewals and duplicate outreach, and how connected systems make the rules stick.