Thanks Nichole! We already measure most of those indicators, but I loved to learn some new ones like Customer Effort. We've just signed Wootric and we'll give it a try.
Awesome! It would be nice if you could write a bit about the motivations that pushed forward this continuous improvement. It also worth saying that your team delivers 400+ onboarding projects every month! :-)
Realmente, fazer isso é insano. Parabéns pela coragem e por compartilhar tudo com o mercado. Baita aprendizado para inspirar tudo que é tipo de empresa brasileira.
Nichole, this is an incredible article. Really, I’ve loved it.
I always thought about this disconnection between CS and Product user flows. Now you gave me some clarity about how to deal with it.
We did something here at RD that might interest you. We’ve mapped success milestones to set of actions…