ALIZA MARKS JOSH GOLDLUST TOM DIVITTORIO DAVE MCCARGAR CHIEF OPERATING OFFICER DIRECTOR OF PRODUCT MANAGEMENT CHIEF PRODUCT OFFICER DIRECTOR OF CUSTOMER SUPPORT GETFEEDBACK SALESFORCE LIVEMESSAGE MAPANYTHING SKUID The first step is understanding your Don’t be afraid of new technology. It starts at the top. Understand Research industry trends. Experts current customer service experience There are great tools to complement how your executive team views such as the Technical Services so you can address and improve it. and augment the infrastructure that technology, and evaluate how you’re Industry Association cast a wide Then put that data back into you already use to run your business. going to move the technology net and have a significant focus Salesforce so you have a single There’s also great technology available forward as part of your culture. on SaaS companies and technical source of truth. From there, you can that your customers expect. Conduct companies at large. They provide develop actionable plans, create trials to understand the impact of insight into the highest value, and workflows, and build cross-functional these technologies on your business. the biggest return on investment. teams to address larger issues. There’s great value in going through the exercise of creating a customer journey, which allows you to identify “Make sure all customer conversations – from pre-sale into deployment are captured automatically.” into production – the key moments of truth along the path to success. RAHUL SHIRGOPIKAR From this exercise you can determine how customer service plays a key role in customer success. 19