Skip to content
Enablr
CRM
Services
Marketing
Knowledge
Product
More
Share
Explore
Knowledge

icon picker
Customer Experience

Notes

CX Key Pointers
0
Title
Note
1
AX (Agent Experience)
AX is defined as the holistic view of how empowered, efficient and effective a company’s customer service agents are.
Better tools and software
Enhanced training
More accessible customer data
Specific and relevant feedback that’s based on context and specific conversations (instead of overgeneralizations or blanket policies)
Clear process documentation and flexible guidelines that empower agents to prioritize customer outcomes over their own performance metrics
2
Customer Reviews is key
⁠
92%
⁠
of B2B buyers are more likely to purchase after reading a trusted review
Customers are willing to spend
31%
⁠
more on a business with excellent reviews
⁠
94% 
⁠
say an online review has
convinced them to avoid a business
⁠
⁠
⁠
Four out of five
⁠
consumers have changed their minds about a recommended purchase after reading negative online reviews
3
Peak-End Rule
⁠
The Peak-End Rule
⁠
states that consumers make their evaluation of a company based on two parts of their experience — the peak and the end.
There are no rows in this table
⁠
CX Interactions
1
Company
Date
Knowledge Area
Subject
Note
1
Onomondo
Oct 19, 2021
CS/CX
Operations
Follow-Up
To go-through their cross-company strategies and early CS thoughts

2
Onomondo
Oct 7, 2021
CS/CX
Operations
Initial Exploratory Meeting
Looking at setting up a new Customer Success team
Ready to wait for the right setup and the right candidates for the team
Interested in bringing me in for the process
Very keen on hiring me for permanent position
No results from filter
⁠

Success Measuring

KPIs and OKRs
0
KPI / OKR
1st 'Why'
2nd 'Why'
3rd 'Why'
Conclusion
1
CSAT
​
​
​
​
2
NPS
​
​
​
​
3
Reviews
​
​
​
​
There are no rows in this table
⁠

Organisational Structures

CS/CX Structures
0
Known as
Common at...
Pros
Cons
Org Example
1
Firefights CSMs
Early-stage companies CSM does support, renewals, etc.
CSM is ‘one stop shop’
CSM ensures great client experience
Hard to scale with so many hats
Difficult to hire for role
Screenshot 2021-10-19 at 10.33.51.png
2
Sales-Oriented CSMs
Low level of product complexity
Competitive sales/renewals
CSM aligned to revenue
CSM aligned to up-sell
Less customer focus
Perceived as ‘another sales-person’
Screenshot 2021-10-19 at 10.33.56.png
3
Service-Oriented CSMs
Medium level of product complexity
More mature organisation
CSM aligned to customer needs
CSM aligned to rest of org.
Less revenue alignment/quantification
Lots of touch points for client
Screenshot 2021-10-19 at 10.34.02.png
4
Integrated CSM
Moderate level of product complexity
Expansion opportunity
CCO “owns” existing customers
Sales team are pure hunters
Requires versatile CCO
Depends on mature organisation
Screenshot 2021-10-19 at 10.34.08.png
5
Partnership CSM
High level of product complexity
Competitive sales/renewals
CSM can be very customer-focused
Renewals aligned with sales motion
Some level of duplication/overlap
Sometimes hard to quantify, ROI
Screenshot 2021-10-19 at 10.34.17.png
There are no rows in this table
⁠


Notes
CX Key Pointers
CX Interactions
Success Measuring
KPIs and OKRs
Organisational Structures
CS/CX Structures
Want to print your doc?
This is not the way.
Try clicking the ⋯ next to your doc name or using a keyboard shortcut (
CtrlP
) instead.