[Video] ROI OF CUSTOMER SUCCESS AND THE ROLE IT PLAYS IN ADVOCACY

Nick Mehta January 19, 2016 No Comments

I presented at Influitive’s Advocamp 2016. Here is a synopsis of my presentation and a link to watch it!

Nick mentions touchpoints where you are most likely to turn a customer into an advocate. A few include:

1. Support Ticket – After a support ticket has been positively solved

2. NPS Score – After receiving NPS scores

3. Onboarding – During or after a customer’s onboarding process

4. Contract Signing – After a contract has been signed

Which of the above touchpoints is ideal for turning customers into advocates? What touchpoints are missing?

Watch It Here

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Nick Mehta

As a huge sports fan, Nick thinks of his job as being like that of a head coach. His role is to help bring the right people together on the team and put them in the best position to win for our customers, partners, employees and their families. He’s a big believer in the Golden Rule and we try to apply it as much as we can to bring more compassion to our interactions with others. And he talks way too fast and overuses the word awesome like it’s going out of style. Before coming to Gainsight, Nick was the CEO of awesome leading Software-as-a-Service E-Discovery provider LiveOffice through its acquisition by Symantec and prior to that was a Vice President at VERITAS Software and Symantec Corporation.