As a Customer Success Manager, you are in charge of ensuring that your customers continually find value in your product so that they can continue to justify paying for it. Every single interaction you have with them is important to understanding their behavior so you can guide their experience to ensure it is positive. Increasing retention and reducing churn is also vital to recurring business models.
Heap’s autocapture capabilities provide you with an in-depth road map of each customer’s experience within your product, tracing their individual click events from discovery to signup to renewal. This guide will provide you with a toolkit to ensure that you have all of the information you need in order to provide the best service for your customers.
Each section of this guide details how Heap can be used to make your job easier and your clients happier. After reading this, you should be able to: