The secret to customer success is making your customers happy and supporting them to succeed. A simple concept – until you try to implement it. You’ll need a great product and a great customer service team, for starters. You’ll also need an in-depth understanding of the customer experience, including their pain points and how you can help solve them. This is where things get trickier, but the answer could already be tucked away in your data.
In 1895, a German physicist was trying to determine if he could observe cathode rays escaping from a glass tube and noticed an unexpected glow on a fluorescent screen several feet away. On further examination, it turned out to be a different kind of radiation that we now know as X-ray. Fast forward to today and you can’t even imagine diagnosing many medical problems without the X-ray.