Customer management tips & trends, delivered.

A practical 7-step framework to create one taxonomy Product, Support, and Success actually share—aligning terms, workflows, governance, and AI to cut confusion.

Set measurable VoC goals, centralize feedback across channels, use AI to analyze and prioritize, and turn insights into actions that reduce churn.

Centralize customer feedback, use AI to standardize and prioritize issues, align support with product, and measure impact to turn tickets into roadmap decisions.

Relying on QA scores hides most customer experiences—measure outcomes like FCR, CES, sentiment, and escalations, and use AI to analyze every interaction.

Prevent Sales and executive ‘drive-by’ escalations using clear protocols, AI-driven triage, and team training to reduce disruptions and speed resolutions.

Keep customers informed during long investigations with prompt acknowledgments, severity-based updates, clear templates, AI automation, and escalation rules.