Adopting a Product-led Customer Success Mentality with Dixa [Podcast]

Craig Stoss Craig Stoss · 1 min read

What if there was a way to drive more value by making a few changes to how you service your existing customers post-sale?

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Our customers come to us because we provide them value through the solutions we sell. Across the software industry, there are plenty of theories on how to increase software value, stickiness, and sell to wider audiences. Commonly, these are things like new features, integrations, and acquisitions. But what if there were a way to drive more value by making a few changes to how you service your existing customers post-sale? Tue Søttrup, Chief Customer Experience Evangelist at Dixa, has the answer to that question: Product-led Customer Success.

In conversation with Tue Søttrup, Chief Customer Experience Evangelist at Dixa

Product-led Customer Success is all about leading with your product. Tue puts his Customer Success team on ‘enablement sessions’ with their clients to learn how they use the tool and then make recommendations towards solving more business problems. This hands-on approach guides the customer to drive more value, ultimately increasing upsells, renewals, and referrals. Dixa’s customers trade a small amount of their time to increase the value received from the product. At the same time, Tue’s team can learn from these sessions and provide invaluable Voice of Customer feedback to direct Dixa’s roadmap. It’s a win-win!

Join our conversation to hear Tue discuss how to adopt these techniques in your organization, which stakeholders to focus on, and why there are benefits in removing the this-is-always-how-we-have-done-it mentality.

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Craig Stoss Craig Stoss

Craig has spent time in more than 30 countries working with support, development, and professional services teams building insight into Customer Experience and engagement. He is driven by building strong, effective support and services teams and ensuring his customers are successful. In his spare time Craig leads a local Support Thought Leadership group. He can be found on Twitter @StossInSupport

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