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Can you share any successful customer engagement initiatives or programs that your team has implemented?

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3 Answers
Customer Success Leadership
  1. Agatha Hood
    Agatha Hood

    Unity Vice President Operations & Customer Success • 10mo

    Our Customer Success team takes the lead on various customer-specific events with the aim to educate customers or communities about our product suite, deepen our relationships, and gather important feedback shared directly with our product teams. This has been especially important as our marketing engagements have fluctuated per year. Internally, we have also been increasing our usage of AI tools to answer customer questions better and faster, as well as save time on administrative tasks. While ...Read More

    1,257 Views
  2. Cormac Kelly
    Cormac Kelly

    SurveyMonkey VP of Customer Success | Formerly Microsoft • 1y

    One of the initiatives I'm most proud of, has been the creation and evolution of the Customer Success Qualified Lead (CSQL) motion. In SurveyMonkey, CSMs have responsibilities around expansion and NRR - which in my opinion is a critical element to the CS role - value selling applies to both retention and expansion. As we partner with our sales team to expand customers footprint in the product, the Success team are in an incredible position to truly understand how the customer uses the product, a ...Read More

    1,805 Views
  3. Natasha Evans
    Natasha Evans

    Hook VP Customer Growth • 1y

    Figure out your foundational offering for every customer first e.g. 1) Every customer goes through an onboarding journey at scale that consists of them receiving X content over Y days and every customer has access to X customer programs (webinars, office hours etc). Every customer and every CSM in the company should be leveraging these initiatives to drive value at scale.  I’m also a big fan of creating a digital CS journey that’s more focused on data-driven content. E.g. For every customer, as ...Read More

    512 Views

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