Preflight Conversations
Knowledge and insights from members of Preflight, the No. 1 community for all this customer onboarding
Preflight Conversations
5 ways to hold clients accountable during customer onboarding
Preflighters share insights and strategies to make customers accountable and equal partners in the customer onboarding journey
Preflight Conversations
Improving client project delivery in professional services firms
Preethie Vimalan and Mark Sloan from the Preflight community share insights on improving client project delivery in PS firms.
Preflight Conversations
How to increase NPS engagement and response rates
Explore effective strategies to enhance your in-app NPS response rates, optimize feedback collection, and drive meaningful engagement
Preflight Conversations
Best practices and timelines for effective post-SOW customer engagement
The Preflight community shares tips and best practices on how to manage post-SOW resource assignments and non-billable time effectively
Preflight Conversations
Preflight Conversations: Streamlining your customer onboarding process to manage customer delays
Learn how to manage customer delays in onboarding with strategies like setting expectations, using SOWs, and "On Hold" processes.
Preflight Conversations
Packaging, positioning, and pricing post-sale services
Key takeaways from the Preflight community on how companies can effectively package and position post-sale services
Preflight Conversations
Customer onboarding and training during high growth
Preflighters share insights and strategies to make customer training and education during onboarding effective and scalable.
Preflight Conversations
Defining onboarding phases for highly configurable multi-module products
Explore the rationale of packaging services products and the essential elements needed to package them efficiently based on customer needs.
Preflight Conversations
The Preflight LaunchPad: Featuring Donna Weber
Industry experts and professionals discuss how to enhance customer engagement and streamline customer onboarding processes.
Preflight Conversations
Enhancing customer implementations with launch materials
Explore insights from industry experts on the types of launch materials that can be provided during customer implementations.
Preflight Conversations
Building early customer onboarding and implementation teams
Setting up a dedicated customer onboarding and implementation team is the first step toward good customer engagement and adoption.
Preflight Conversations
Should CS and PS org teams report to the same leader?
Explore best practices, leadership insights on customer success and professional services for effective organizational structure
Preflight Conversations
CCO Masterclass with Rod Cherkas: Strategies and skills to develop into a successful CCO
Learn how to build relevant skills for your career and how to harness various tools and resources to enhance your work-life balance.
Preflight Conversations
Building a Customer Success Center of Excellence
Lessons from the launch of Scaling CS: Building the CS Center of Excellence, a book by Chitra Madhwacharyula and Shreesha Ramdas.
Preflight Conversations
Build trust with customers during the onboarding phase
The Preflight Community launched the local chapter of Utah in Lehi on the 11th of April with The Preflight Huddle!
Preflight Conversations
CSM’s role in customer onboarding: Strategy vs. execution
Laura Kightlinger, VP of Customer Success - International at Seismic discusses CSMs balancing between onboarding strategy and execution
Preflight Conversations
Resource allocation for long implementation cycles
Preflight Community discussed allocating the right resources to overcome inefficiencies during longer implementation cycles.
Preflight Conversations
Who should own user training in the post-sales org?
In a recent conversation the Preflight Community discusses who should own end-user trainings when the product is complex.
Preflight Conversations
Training remote Customer Success and Support teams
Training remote Customer Success and Support teams can be tricky. Learn from these CS leaders on how to nail it
Preflight Conversations
Building customer-centricity into your post-sale journeys
Rebecca Nerad, VP - CS @ FourKites, talked about lessons learnt from her CS career, best practices for post-sales functions, and more
Preflight Conversations
Internal metrics to track for customer onboarding teams
Preflighters share internal metrics you can track at your organization that will help you better your team's performance
Preflight Conversations
Delinquent customers in onboarding
Unresponsive, disengaged customers present a potential threat of churning in the long term.
Preflight Conversations
Repeatable templates for customer onboarding
How do you share onboarding tasks you need your customers to complete, like providing access, creating technical users, and the like?
Preflight Conversations
All things product-led growth and digital customer success
We hosted a panel of incredible leaders and experts on the Preflight Community Deep Dives to discuss product-led growth and digital CS
Preflight Conversations
Customer onboarding roles and job titles
Is the title 'Onboarding Manager' evocative of employee onboarding more than customer onboarding? How do you deal with that?
Preflight Conversations
Where in the org chart should you place Customer Support?
Members of the Preflight community discuss the ideal reporting structure for Customer Support teams.
Preflight Conversations
Building a customer onboarding team? Start here
Preflight community discusses the foundational building blocks that helped them build a successful customer onboarding org at their company.
Preflight Conversations
The impact of budget changes on the post-sales org
With the economic downturn leading to organizations tightening their purse strings, how are their post-sales functions affected?
Preflight Conversations
Common customer onboarding challenges and how to overcome them
CS and onboarding leaders discuss customer onboarding challenges and strategies to overcome them
Preflight Conversations
Customer onboarding and why it's hard
Jeff Kushmerek, CEO & Founder of Infinite Renewals, talked about the role of customer onboarding in helping retain your customers
Preflight Conversations
Four customer onboarding strategies for happy end users
Dana Soza, CEO of Dana Soza Consulting, shares with us tried and tested methods to onboard end users
Preflight Conversations
Customer onboarding and CS during the economic downturn
Snippets from the conversations at Preflight Huddle - New York
Preflight Conversations
Data and metrics to track for post-sale processes
Snippets from the conversations at Preflight Huddle - San Francisco.
Preflight Conversations
Thank you for believing in the Preflight Community
One of our first in-person events, and the resounding support we received for them.
Preflight Conversations
Sales-to-customer-implementation handoff: Best practices
Preflighters discuss how to ensure your sales to onboarding handoffs go smoothly and plan seamless integrations
Preflight Conversations
How pre- and post-sales interactions impact your business
... and what you can do to make them work for you
Preflight Conversations
Designing your customer onboarding and adoption journey
Jan Young, Senior Consultant at The Success League, on implementing effective onboarding and adoption journeys
Preflight Conversations
Customer onboarding vs. customer implementation
Preflighters discuss whether a nuanced definition brings clarity and helps you communicate better to internal and external stakeholders
Preflight Conversations
Helping customers realize value with your product
On how customers can achieve value realization with your product, and how value realization can help find better solutions for customers.
Preflight Conversations
Who should own customer onboarding?
You want to ensure that your customers see value in your product or service. Who would you assign this mighty task to?
Preflight Conversations
Best practices for measuring time to value
For those who are curious about how other organizations measure their TTV.
Preflight Conversations
Collecting feedback on your customer onboarding process
What can your customer success teams use to strategize smooth onboarding?
Preflight Conversations
All About the Net Promoter Score (NPS)
How to tailor your NPS for your business and more
Preflight Conversations
Berlin Office Hours: Driving PS and CS teams towards outcomes
Key takeaways from Preflight's Berlin Office Hours session on driving Professional Services and Customer Success teams towards outcomes.
Preflight Conversations
Preflight Conversations : How To Beat The Monday Blues
Monday might not be the busiest day of the week, yet the very idea that it’s a Monday evokes a sense of dread. Here's how to beat the blues
Preflight Conversations
Getting into Customer Success and what to do when you get there
Contemplating a career in CS? Start here
Preflight Conversations
UK Office Hours: Customer Success Metrics to Track in 2022
James Stuart - hackajob, Alex Farmer - Cognite, and Tom Purcell - Kluster discuss top CS metrics and how to track them.
Preflight Conversations
Key customer onboarding metrics and how to measure them
Srinivasan Shanker of Freshworks and Srikrishnan Ganesan of Rocketlane demystify metrics for customer onboarding
Preflight Conversations
On Creating Successful Customer Onboarding Plans
Leila Tan of Tessian and Kieran Bowker of SafetyCulture talk about creating successful plans and best practices for customer onboarding
Preflight Conversations
11 Takeaways on Customer Onboarding Strategy
Takeaways from Preflight Delhi's Office Hours with Varun Goel, Head of CS at Zendesk
Preflight Conversations
Customer onboarding trends to watch out for
Takeaways from Preflight Chennai's Office Hours with Srikrishnan Ganesan, CEO & Co-founder @ Rocketlane
Preflight Conversations
Setting up a Customer Success Enablement function
Sisira Mallampalli, Manager - Customer Success Enablement & Training @ Whatfix, how a dedicated CS Enablement function can support CS teams
Preflight Conversations
Transitioning clients between CSMs
Learn how Customer Success teams can smoothly handle the account transition between CSMs
Preflight Conversations
Resources to share during the customer onboarding journey
Recommendations from Preflighters on what resources to share during customer onboarding.
Preflight Conversations
When to start invoicing customers: before or after implementation?
Is invoicing a touchy subject when you're building customer relationships?
Preflight Conversations
Balancing the human touch and tech in customer onboarding
Renata Kashiwaya Pinheiro, VP-CS at WeGift tells us how CS teams can strike the right balance between tech and the human touch in onboarding
Preflight Conversations
What to do when your sales team overpromises to a customer
So the sales team should’ve said “NO”, but ended up saying “YES!”. What now?
Preflight Conversations
Cracking pre-sale engagement for enterprise customer implementations
Jeff Kushmerek and Andrew Fraser share best practices and plans for acing pre-sales engagements with customers
Preflight Conversations
Managing customer expectations and escalations
We kickstarted Deep Dives, a monthly discussion where experts discuss in-depth an implementation and customer onboarding topic
Preflight Conversations
Thank You to Our Preflight Community Members!
A gratitude note to members of the Preflight community for making it a great avenue for learning and knowledge exchange
Preflight Conversations
Four strategies to improve product adoption
Tips from Preflight members on how to handle it when your customer's team is slow to adopt your product
Preflight Conversations
Maintaining Mental Wellness Through Stressful Workweeks
Members of the Preflight community share stress management tips
Preflight Conversations
Top Leading and Lagging Customer Success Metrics
Varun Goel of Zendesk and Aditya Maheshwari of AppsFlyer on the leading and lagging CS metrics to track and how to use them to improve CX
6
MIN READ
5 ways to hold clients accountable during customer onboarding
Preflighters share insights and strategies to make customers accountable and equal partners in the customer onboarding journey
Preflighters share insights and strategies to make customers accountable and equal partners in the customer onboarding journey
5
MIN READ
Improving client project delivery in professional services firms
Preethie Vimalan and Mark Sloan from the Preflight community share insights on improving client project delivery in PS firms.
Preethie Vimalan and Mark Sloan from the Preflight community share insights on improving client project delivery in PS firms.
5
MIN READ
How to increase NPS engagement and response rates
Explore effective strategies to enhance your in-app NPS response rates, optimize feedback collection, and drive meaningful engagement
Explore effective strategies to enhance your in-app NPS response rates, optimize feedback collection, and drive meaningful engagement
6
MIN READ
Best practices and timelines for effective post-SOW customer engagement
The Preflight community shares tips and best practices on how to manage post-SOW resource assignments and non-billable time effectively
The Preflight community shares tips and best practices on how to manage post-SOW resource assignments and non-billable time effectively
6
MIN READ
Preflight Conversations: Streamlining your customer onboarding process to manage customer delays
Learn how to manage customer delays in onboarding with strategies like setting expectations, using SOWs, and "On Hold" processes.
Learn how to manage customer delays in onboarding with strategies like setting expectations, using SOWs, and "On Hold" processes.
6
MIN READ
Packaging, positioning, and pricing post-sale services
Key takeaways from the Preflight community on how companies can effectively package and position post-sale services
Key takeaways from the Preflight community on how companies can effectively package and position post-sale services
3
MIN READ
Customer onboarding and training during high growth
Preflighters share insights and strategies to make customer training and education during onboarding effective and scalable.
Preflighters share insights and strategies to make customer training and education during onboarding effective and scalable.
6
MIN READ
Defining onboarding phases for highly configurable multi-module products
Explore the rationale of packaging services products and the essential elements needed to package them efficiently based on customer needs.
Explore the rationale of packaging services products and the essential elements needed to package them efficiently based on customer needs.
5
MIN READ
The Preflight LaunchPad: Featuring Donna Weber
Industry experts and professionals discuss how to enhance customer engagement and streamline customer onboarding processes.
Industry experts and professionals discuss how to enhance customer engagement and streamline customer onboarding processes.
6
MIN READ
Enhancing customer implementations with launch materials
Explore insights from industry experts on the types of launch materials that can be provided during customer implementations.
Explore insights from industry experts on the types of launch materials that can be provided during customer implementations.
5
MIN READ
Building early customer onboarding and implementation teams
Setting up a dedicated customer onboarding and implementation team is the first step toward good customer engagement and adoption.
Setting up a dedicated customer onboarding and implementation team is the first step toward good customer engagement and adoption.
5
MIN READ
Should CS and PS org teams report to the same leader?
Explore best practices, leadership insights on customer success and professional services for effective organizational structure
Explore best practices, leadership insights on customer success and professional services for effective organizational structure
5
MIN READ
CCO Masterclass with Rod Cherkas: Strategies and skills to develop into a successful CCO
Learn how to build relevant skills for your career and how to harness various tools and resources to enhance your work-life balance.
Learn how to build relevant skills for your career and how to harness various tools and resources to enhance your work-life balance.
5
MIN READ
Building a Customer Success Center of Excellence
Lessons from the launch of Scaling CS: Building the CS Center of Excellence, a book by Chitra Madhwacharyula and Shreesha Ramdas.
Lessons from the launch of Scaling CS: Building the CS Center of Excellence, a book by Chitra Madhwacharyula and Shreesha Ramdas.
5
MIN READ
Build trust with customers during the onboarding phase
The Preflight Community launched the local chapter of Utah in Lehi on the 11th of April with The Preflight Huddle!
The Preflight Community launched the local chapter of Utah in Lehi on the 11th of April with The Preflight Huddle!
5
MIN READ
CSM’s role in customer onboarding: Strategy vs. execution
Laura Kightlinger, VP of Customer Success - International at Seismic discusses CSMs balancing between onboarding strategy and execution
Laura Kightlinger, VP of Customer Success - International at Seismic discusses CSMs balancing between onboarding strategy and execution
7
MIN READ
Resource allocation for long implementation cycles
Preflight Community discussed allocating the right resources to overcome inefficiencies during longer implementation cycles.
Preflight Community discussed allocating the right resources to overcome inefficiencies during longer implementation cycles.
5
MIN READ
Who should own user training in the post-sales org?
In a recent conversation the Preflight Community discusses who should own end-user trainings when the product is complex.
In a recent conversation the Preflight Community discusses who should own end-user trainings when the product is complex.
5
MIN READ
Training remote Customer Success and Support teams
Training remote Customer Success and Support teams can be tricky. Learn from these CS leaders on how to nail it
Training remote Customer Success and Support teams can be tricky. Learn from these CS leaders on how to nail it
5
MIN READ
Building customer-centricity into your post-sale journeys
Rebecca Nerad, VP - CS @ FourKites, talked about lessons learnt from her CS career, best practices for post-sales functions, and more
Rebecca Nerad, VP - CS @ FourKites, talked about lessons learnt from her CS career, best practices for post-sales functions, and more
5
MIN READ
Internal metrics to track for customer onboarding teams
Preflighters share internal metrics you can track at your organization that will help you better your team's performance
Preflighters share internal metrics you can track at your organization that will help you better your team's performance
5
MIN READ
Delinquent customers in onboarding
Unresponsive, disengaged customers present a potential threat of churning in the long term.
Unresponsive, disengaged customers present a potential threat of churning in the long term.
5
MIN READ
Repeatable templates for customer onboarding
How do you share onboarding tasks you need your customers to complete, like providing access, creating technical users, and the like?
How do you share onboarding tasks you need your customers to complete, like providing access, creating technical users, and the like?
5
MIN READ
All things product-led growth and digital customer success
We hosted a panel of incredible leaders and experts on the Preflight Community Deep Dives to discuss product-led growth and digital CS
We hosted a panel of incredible leaders and experts on the Preflight Community Deep Dives to discuss product-led growth and digital CS
5
MIN READ
Customer onboarding roles and job titles
Is the title 'Onboarding Manager' evocative of employee onboarding more than customer onboarding? How do you deal with that?
Is the title 'Onboarding Manager' evocative of employee onboarding more than customer onboarding? How do you deal with that?
5
MIN READ
Where in the org chart should you place Customer Support?
Members of the Preflight community discuss the ideal reporting structure for Customer Support teams.
Members of the Preflight community discuss the ideal reporting structure for Customer Support teams.
5
MIN READ
Building a customer onboarding team? Start here
Preflight community discusses the foundational building blocks that helped them build a successful customer onboarding org at their company.
Preflight community discusses the foundational building blocks that helped them build a successful customer onboarding org at their company.
5
MIN READ
The impact of budget changes on the post-sales org
With the economic downturn leading to organizations tightening their purse strings, how are their post-sales functions affected?
With the economic downturn leading to organizations tightening their purse strings, how are their post-sales functions affected?
5
MIN READ
Common customer onboarding challenges and how to overcome them
CS and onboarding leaders discuss customer onboarding challenges and strategies to overcome them
CS and onboarding leaders discuss customer onboarding challenges and strategies to overcome them
5
MIN READ
Customer onboarding and why it's hard
Jeff Kushmerek, CEO & Founder of Infinite Renewals, talked about the role of customer onboarding in helping retain your customers
Jeff Kushmerek, CEO & Founder of Infinite Renewals, talked about the role of customer onboarding in helping retain your customers
5
MIN READ
Four customer onboarding strategies for happy end users
Dana Soza, CEO of Dana Soza Consulting, shares with us tried and tested methods to onboard end users
Dana Soza, CEO of Dana Soza Consulting, shares with us tried and tested methods to onboard end users
5
MIN READ
Customer onboarding and CS during the economic downturn
Snippets from the conversations at Preflight Huddle - New York
Snippets from the conversations at Preflight Huddle - New York
5
MIN READ
Data and metrics to track for post-sale processes
Snippets from the conversations at Preflight Huddle - San Francisco.
Snippets from the conversations at Preflight Huddle - San Francisco.
5
MIN READ
Thank you for believing in the Preflight Community
One of our first in-person events, and the resounding support we received for them.
One of our first in-person events, and the resounding support we received for them.
5
MIN READ
Sales-to-customer-implementation handoff: Best practices
Preflighters discuss how to ensure your sales to onboarding handoffs go smoothly and plan seamless integrations
Preflighters discuss how to ensure your sales to onboarding handoffs go smoothly and plan seamless integrations
5
MIN READ
How pre- and post-sales interactions impact your business
... and what you can do to make them work for you
... and what you can do to make them work for you
7
MIN READ
Designing your customer onboarding and adoption journey
Jan Young, Senior Consultant at The Success League, on implementing effective onboarding and adoption journeys
Jan Young, Senior Consultant at The Success League, on implementing effective onboarding and adoption journeys
5
MIN READ
Customer onboarding vs. customer implementation
Preflighters discuss whether a nuanced definition brings clarity and helps you communicate better to internal and external stakeholders
Preflighters discuss whether a nuanced definition brings clarity and helps you communicate better to internal and external stakeholders
5
MIN READ
Helping customers realize value with your product
On how customers can achieve value realization with your product, and how value realization can help find better solutions for customers.
On how customers can achieve value realization with your product, and how value realization can help find better solutions for customers.
3
MIN READ
Who should own customer onboarding?
You want to ensure that your customers see value in your product or service. Who would you assign this mighty task to?
You want to ensure that your customers see value in your product or service. Who would you assign this mighty task to?
5
MIN READ
Best practices for measuring time to value
For those who are curious about how other organizations measure their TTV.
For those who are curious about how other organizations measure their TTV.
5
MIN READ
Collecting feedback on your customer onboarding process
What can your customer success teams use to strategize smooth onboarding?
What can your customer success teams use to strategize smooth onboarding?
5
MIN READ
All About the Net Promoter Score (NPS)
How to tailor your NPS for your business and more
How to tailor your NPS for your business and more
11
MIN READ
Berlin Office Hours: Driving PS and CS teams towards outcomes
Key takeaways from Preflight's Berlin Office Hours session on driving Professional Services and Customer Success teams towards outcomes.
Key takeaways from Preflight's Berlin Office Hours session on driving Professional Services and Customer Success teams towards outcomes.
3
MIN READ
Preflight Conversations : How To Beat The Monday Blues
Monday might not be the busiest day of the week, yet the very idea that it’s a Monday evokes a sense of dread. Here's how to beat the blues
Monday might not be the busiest day of the week, yet the very idea that it’s a Monday evokes a sense of dread. Here's how to beat the blues
5
MIN READ
Getting into Customer Success and what to do when you get there
Contemplating a career in CS? Start here
Contemplating a career in CS? Start here
12
MIN READ
UK Office Hours: Customer Success Metrics to Track in 2022
James Stuart - hackajob, Alex Farmer - Cognite, and Tom Purcell - Kluster discuss top CS metrics and how to track them.
James Stuart - hackajob, Alex Farmer - Cognite, and Tom Purcell - Kluster discuss top CS metrics and how to track them.
10
MIN READ
Key customer onboarding metrics and how to measure them
Srinivasan Shanker of Freshworks and Srikrishnan Ganesan of Rocketlane demystify metrics for customer onboarding
Srinivasan Shanker of Freshworks and Srikrishnan Ganesan of Rocketlane demystify metrics for customer onboarding
10
MIN READ
On Creating Successful Customer Onboarding Plans
Leila Tan of Tessian and Kieran Bowker of SafetyCulture talk about creating successful plans and best practices for customer onboarding
Leila Tan of Tessian and Kieran Bowker of SafetyCulture talk about creating successful plans and best practices for customer onboarding
8
MIN READ
11 Takeaways on Customer Onboarding Strategy
Takeaways from Preflight Delhi's Office Hours with Varun Goel, Head of CS at Zendesk
Takeaways from Preflight Delhi's Office Hours with Varun Goel, Head of CS at Zendesk
7
MIN READ
Customer onboarding trends to watch out for
Takeaways from Preflight Chennai's Office Hours with Srikrishnan Ganesan, CEO & Co-founder @ Rocketlane
Takeaways from Preflight Chennai's Office Hours with Srikrishnan Ganesan, CEO & Co-founder @ Rocketlane
5
MIN READ
Setting up a Customer Success Enablement function
Sisira Mallampalli, Manager - Customer Success Enablement & Training @ Whatfix, how a dedicated CS Enablement function can support CS teams
Sisira Mallampalli, Manager - Customer Success Enablement & Training @ Whatfix, how a dedicated CS Enablement function can support CS teams
3
MIN READ
Transitioning clients between CSMs
Learn how Customer Success teams can smoothly handle the account transition between CSMs
Learn how Customer Success teams can smoothly handle the account transition between CSMs
3
MIN READ
Resources to share during the customer onboarding journey
Recommendations from Preflighters on what resources to share during customer onboarding.
Recommendations from Preflighters on what resources to share during customer onboarding.
5
MIN READ
When to start invoicing customers: before or after implementation?
Is invoicing a touchy subject when you're building customer relationships?
Is invoicing a touchy subject when you're building customer relationships?
5
MIN READ
Balancing the human touch and tech in customer onboarding
Renata Kashiwaya Pinheiro, VP-CS at WeGift tells us how CS teams can strike the right balance between tech and the human touch in onboarding
Renata Kashiwaya Pinheiro, VP-CS at WeGift tells us how CS teams can strike the right balance between tech and the human touch in onboarding
3
MIN READ
What to do when your sales team overpromises to a customer
So the sales team should’ve said “NO”, but ended up saying “YES!”. What now?
So the sales team should’ve said “NO”, but ended up saying “YES!”. What now?
3
MIN READ
Cracking pre-sale engagement for enterprise customer implementations
Jeff Kushmerek and Andrew Fraser share best practices and plans for acing pre-sales engagements with customers
Jeff Kushmerek and Andrew Fraser share best practices and plans for acing pre-sales engagements with customers
3
MIN READ
Managing customer expectations and escalations
We kickstarted Deep Dives, a monthly discussion where experts discuss in-depth an implementation and customer onboarding topic
We kickstarted Deep Dives, a monthly discussion where experts discuss in-depth an implementation and customer onboarding topic
3
MIN READ
Thank You to Our Preflight Community Members!
A gratitude note to members of the Preflight community for making it a great avenue for learning and knowledge exchange
A gratitude note to members of the Preflight community for making it a great avenue for learning and knowledge exchange
2
MIN READ
Four strategies to improve product adoption
Tips from Preflight members on how to handle it when your customer's team is slow to adopt your product
Tips from Preflight members on how to handle it when your customer's team is slow to adopt your product
2
MIN READ
Maintaining Mental Wellness Through Stressful Workweeks
Members of the Preflight community share stress management tips
Members of the Preflight community share stress management tips
2
MIN READ
Top Leading and Lagging Customer Success Metrics
Varun Goel of Zendesk and Aditya Maheshwari of AppsFlyer on the leading and lagging CS metrics to track and how to use them to improve CX
Varun Goel of Zendesk and Aditya Maheshwari of AppsFlyer on the leading and lagging CS metrics to track and how to use them to improve CX
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