Customer Success Leadership Community

Success & Support - Competitive Analysis

  • 1.  Success & Support - Competitive Analysis

    Posted 01-13-2021 04:51
    Good morning friends!

    I am starting to do some competitive analysis of what our competitors offer in terms of Customer Success, Customer Support & Onboarding.

    Has anyone done this before? Can y ou share any guidance or advice? Does anyone have a template I can borrow (I obviously mean steal!)?

    Thank you!
    #IndustryData&Insights
    #RevenueManagement
    #Strategy
    #VoiceofCustomer

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    Matt Myszkowski
    VP, Customer Experience EMEIA
    Cision
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  • 2.  RE: Success & Support - Competitive Analysis

    Posted 01-22-2021 16:24
    Hi Matt,

    I reviewed this a few years ago at my previous company. I found the best source of information was our current customers. This can make for a meaningful reason for an executive to "check in". 

    -Kate

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    Kate Current
    Head of Delivery and Customer Success
    414-333-2422
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  • 3.  RE: Success & Support - Competitive Analysis

    Posted 01-23-2021 17:50
    Hi Kate,

    Thank you for your response. It's a decent shout, and to a certain extent I am doing that now as I start in my new role learning about our customers.

    I just wondered if anyone has done it as a detailed analysis.

    Thanks again, Matt

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    Matt Myszkowski
    VP, Customer Experience EMEIA
    Cision
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