As more technology companies move to the recurring revenue structure through the subscription model, the bulk of the manufacturer’s revenue will come after the initial sale. For a customer to renew a subscription, there must be a perceived value in the product, which means manufacturers must put significant effort into guaranteeing that users understand the value they are getting from their solutions. This effort is to safeguard customer loyalty or ‘stickiness’ regardless of whether the customer is B2B or B2C.
In this special global edition, we hear from our Canadian team:

Bibi Sofowote, Producer and Host of Interesting Humans Podcast 
Anna Graczyk, Senior Channel Account Specialist for Cisco at Ingram Micro

Staying engaged is imperative: it is not sufficient to begin a Customer Success plan and then hold off for an entire year before reconnecting with the customer. A regular cadence will demonstrate the ongoing value that the customer is deriving from the solution. The quarterly success review helps the CSM to manage the business relationship, taking out any barriers in real-time along the way.
Want to know more? Connect with the Canadian CX team on our Express Hub.