#54 How to Turn Customer Experience Into a Revenue Driver

2024/10/30

Experts of Experience

AI Deep Dive AI Insights AI Chapters Transcript

Monica Trivedi

Monica Trivedi: 我坚信客户体验能够真正推动营收增长。作为与客户关系最密切的部门，我们非常关注客户，并且能够影响的范围很广，这既是优势也是挑战，因为我们需要明确关注的重点。在与客户的互动中，我发现他们需要的不仅仅是技术和培训，更需要一个能够在整个业务流程中为他们提供战略支持的合作伙伴。因此，我提出了客户成功顾问的概念，为客户提供端到端的业务旅程支持，并最终为他们提供软件服务。这种模式创造了额外的收入来源，并且在过去几年中取得了显著的成功。此外，我还致力于将软件订阅和服务捆绑销售，以满足客户的需求。这需要深入了解客户所在行业的特点和痛点，并根据他们的需求提供相应的服务。在管理全球团队方面，我注重以人为本，定期与团队成员进行一对一沟通，了解他们的需求和发展愿望。我还根据不同地区的文化差异调整管理方式，例如在一些地区更注重一对一的面对面沟通，而在其他地区则更倾向于使用线上会议。为了促进跨部门合作，我与产品团队建立了密切的关系，并利用AI技术提高效率，例如创建FAQ、改进发布说明流程和员工培训。我还鼓励团队成员与其他部门进行沟通和合作，并通过OKR对齐确保大家朝着共同的目标努力。在培养以客户为中心的思维模式方面，我经常在会议上提出问题，例如‘我们是否做出了正确的客户决策？’，并通过各种指标来衡量客户满意度。在使用AI方面，我们将其应用于客户情绪分析、一线客户支持、员工培训和绩效评估等方面。AI能够帮助我们提高效率，例如自动生成会议纪要和FAQ，并为产品团队提供客户反馈。总而言之，将客户体验转化为营收驱动力需要深入了解客户需求、加强跨部门合作、利用AI技术提高效率，并培养以客户为中心的思维模式。 Lauren Wood: 作为主持人，Lauren Wood 主要负责引导访谈，提出问题，并对 Monica Trivedi 的观点进行总结和补充。她对 Monica Trivedi 的经验和观点表示赞赏，并就客户成功、AI 应用、跨部门合作等方面进行了深入探讨。

Deep Dive

Key Insights

Why should client experience be a 24/7 focus for leaders?

Client experience drives revenue growth and impacts every aspect of the business. Leaders need to be constantly aware of client needs and pain points to create trust and loyalty.

Why is building relationships with product teams important for enhancing collaboration?

Building relationships with product teams ensures that customer feedback is considered in product development, leading to better solutions and improved customer satisfaction.

How can AI streamline customer support and engagement?

AI can analyze client sentiment and engagement, streamline communication, categorize support tickets, and provide quick, accurate responses, reducing the workload on support teams.

Why is it important for leaders to meet with their CX team regularly?

Regular meetings help leaders understand individual needs, foster career growth, and identify areas for improvement, ensuring the team is aligned and motivated.

How can leaders foster a customer-centric mindset within their organization?

Leaders should consistently ask if decisions are right for the customer, prioritize customer needs, and measure customer-centric metrics to ensure the organization stays focused on the client.

Chapters

Monica Trivedi discusses the importance of client experience in driving revenue and how CX teams are often the 'hot potato catcher' due to their close relationship with clients.

Client experience (CX) is crucial for driving revenue.
CX teams often face the challenge of prioritizing their wide range of responsibilities.
Understanding client ecosystems and pain points is key to enhancing customer success.

Shownotes Transcript

On this episode, Monica Trivedi, VP of Global Client Experience at JLL Technologies, discusses the importance of client experience in driving revenue growth and the strategies she employs to enhance customer success. She emphasizes the need for understanding client ecosystems, managing a global team, and fostering cross-functional relationships. Monica also shares insights on leveraging AI to improve efficiency and the significance of creating moments of delight for clients.

Tune in to learn:

Why client experience should be a 24/7 focus for leaders.
How building relationships with product teams enhances collaboration.
How AI can streamline customer support and engagement.
The importance of meeting with your CX team.
How to foster a customer-centric mindset

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