A Pivot Towards Customer First: Implementing a Customer Lifecycle
Without a Customer First Model it’s a difficult task to pivot from Perpetual to SaaS, Customers expect an enhanced level of Customer care and support and its needed to ensure that your churn rates remain low and your retention is your main focus. Customers also need the guidance to help them pivot to SaaS and that’s why Customer Success is so critical to the overall journey. Sitecore is on the journey to increasing our NRR, NPS, End of term Renewal rate and reducing Churn. We are aligning our internal processes to customers so that we can have a deeper relationship with customers and ensure we are tracking customer outcomes. We are breaking down internal silos and implementing a Customer Lifecycle across the whole business, by identifying on those key moments that matter, ensuring we have impact for our customers outcomes and each of us know who holds the baton! Having a deeper understanding of our customers is critical to assisting them and we have utilised Gainsight to help us do this. Communication across the business and bringing everyone with you as well as having an aligned Executive Team who are Customer First in their thinking is helping drive these outcomes internally and for our customers.
