Customer Success & Experience Topics
Customer success strategy, customer satisfaction, customer-centric problem solving, and customer experience optimization. Covers customer retention, success metrics, and cross-functional collaboration to drive customer outcomes.
Customer Lifecycle Management and Operations
Focuses on designing and optimizing the end to end customer lifecycle and the operational processes that support it. This includes onboarding workflows, activation and adoption programs, expansion and upsell flows, renewal management, handoffs between sales onboarding success and support, lifecycle segmentation and orchestration, automation and tooling for lifecycle operations, metrics used to track handoff effectiveness and revenue expansion, and examples of process improvements that boosted retention, reduced time to value, or increased expansion rate.
Customer Retention and Lifetime Value Optimization
Show strategic thinking about customer retention, expansion, and lifetime value. Discuss how you'd analyze retention challenges, design retention strategies, optimize customer success operations, and coordinate post-sale processes. Demonstrate understanding of financial impact of retention improvements.