How do you communicate customer success updates and activities to the rest of the company?
5 Answers
Seso Head of Customer Success | Formerly Brex, Finn AI, Mobify • 3y
One of the most important responsibilities of CS is to ensure that we are sharing the stories and insights we hear from our customers with the rest of the business. To do...
4738 Views
Confluent Senior Director of CS & Account Management • 2y
I would suggest that this is done in two ways.Organically by the CSM team - ensure your team understands what success looks like outside standard metrics. Examples could ...
783 Views
Customer Success Consultant • 2y
We've used several methods, depending on the size and type of the company.Roadshows. One of the more effective yet costly in terms of time and useful for larger changes. ...
1076 Views
Ashby Global Head of Solutions Engineering • 3y
The most important aspect of communicating customer success activities to the company is identifying what each department cares about. The update provided to a Sales team...
1465 Views
Payscale Vice President - Customer Success & Implementation • 2y
We conduct monthly CS All-Hands meetings for team updates. Quarterly, we extend this to include all teams under our Chief Customer Officer (CCO), along with company-wide ...
886 Views
Related Questions
If your customer success team has only one or two people responsible for covering multiple products with complex features, how would you recommend dividing workload in the short-term so as best to support long-term growth and expansion of the team?What is the best way for CS reps to manage relationships with accounts where the "champions" are always changing and the value of your business is always having to be restated to knew employees? What are the key processes you'd set up when expanding the customer success team from 1 to multiple people?