Ensuring customer success is marketing's new frontier. The journey begins by closing the loop with satisfaction and loyalty.

WHY CUSTOMER SUCCESS?

As revenue models shift to cloud, Internet of Things (IoT), and everything as a service, marketers need to shift, too. The traditional "leads and logos" emphasis on attracting new clients has to evolve to a lifecycle approach that highlights customer adoption, value, renewal, and success.

HOW CAN ITSMA HELP?

Companies spend a lot of time soliciting customer feedback but the real challenge is understanding the implications and taking the right actions to ensure customer success. The process starts with getting the right data, learning the right lessons, and aligning the organization around the centrality of customer success . Ready to get started?

DIVE INTO THE DATA

Check out our research and publications on customer satisfaction, loyalty, and success

ENHANCE EXECUTIVE FEEDBACK

Talk to our experts about adding or improving executive-level feedback to ensure input from your most influential customers

Close the Loop

Work with our team to identify and address key gaps that potentially inhibit customer satisfaction, loyalty, and success

Together, we can collect and analyze the right data, identify priority improvements, and align the organization for customer success. The result? A closed-loop system that enables rapid action to maximize customer satisfaction, loyalty, and value.

HOW DO WE WORK?

Companies often struggle to get a clear view of customer success because relevant programs are fragmented across the organization. Best-practice companies take a unified, global approach.

BUILDING THE FOUNDATION

Closing the loop begins with an integrated approach to research and analysis: Collecting data across multiple channels, at every stage of the lifecycle, with a clear eye toward insight and action on the key contributors to customer success.

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THE ITSMA ADVANTAGE

What sets ITSMA apart is our understanding that every customer interaction influences their view of the organization.

We're experts in popular methods such as Net Promoter Score, but we also know well that one size definitely does not fit all. Flexibility, experience, and understanding of your business and customers matter most.

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Further reading

ITSMA HOT TOPICS!

ITSMA HOT TOPICS!

Account Based Marketing Brand & Reputation Buyer Personas Customer Success Thought Leadership