Modern B2B enterprises must provide a flawless post-sale customers experience to drive high customer satisfaction and growth.

Nick Mehta “Instead of only focusing on internal metrics like churn, retention, and NPS,” says Nick Mehta, CEO of Gainsight, “the most sophisticated companies are looking from the outside in, starting with the customer’s experience and desired outcomes and working backward.”

How do you create a world class customer experience? Healthy, customer-sustained communities are almost always linchpins of desired customer outcomes and experiences.

In this blog, I’ll share three ways that Customer Success Managers (CSMs) can scale their efforts to empower advocate communities to become an extension of their team. Each tried-and-true tactic will generate much value for customers. They’ll also create positive relationships between the customers and your team.


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