Jul
25
20:30
Customer Success - The customer is not always right
Workshop
Hebrew Session
Agour Tzour
VP Product Management @ mce Systems
Agour is a former hip-hop dancer and a scout team leader, nowadays Agour is the VP of Product Management and the former VP of Customer Success at MCE Systems. He possesses 5 years of Customer Success experience in the Telecommunications industry and has a true passion for customers. Agour focuses on customer advocacy and leveraging customer feedback to deliver high-value solutions to ensure long-term relationships, resulting in a higher retention and expansion of revenue.
More about 
Agour Tzour
Customer's happiness is too often being mistaken for a customer success. As the customer advocate you must be able to protect your client from making the wrong business decision. You should protect his interests, protect your company's interests and to be able to say "No". In this Jolt, we will cover the difference between happy and successful. Why is it important to be able to say "No". How to make sure we understand the "why" behind the customer request, how we can say "No" but also how to turn our "No" to "but this is what we can do..."
Questions this talk answers:
01
What is the difference between Happy customers and Successful customers?
02
Why is it important to be able to say "No" to your customers?
03
How to say "No" to a customer?
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Agour Tzour
VP Product Management @ mce Systems
About
Agour
Agour is a former hip-hop dancer and a scout team leader, nowadays Agour is the VP of Product Management and the former VP of Customer Success at MCE Systems. He possesses 5 years of Customer Success experience in the Telecommunications industry and has a true passion for customers. Agour focuses on customer advocacy and leveraging customer feedback to deliver high-value solutions to ensure long-term relationships, resulting in a higher retention and expansion of revenue.
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