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How do you communicate customer success updates and activities to the rest of the company?

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5 Answers
Scaling a Customer Success Team
  1. Ben Terrill
    Ben Terrill

    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 this, I like to hold monthly presentations where CS presents our feedback from customers. These events are attended by product and marketing leaders, and CSMs present insights from their specific customers, with a theme for each session.

    4,788 Views
  2. Conor Holmes
    Conor Holmes

    Confluent Senior Director of CS & Account Management • 3y

    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 include a meeting where the team engaged with a new senior stakeholder, successful joint marketing activity with a customer, identification of new use cases or value drivers, a successful customer on-site etc. Then, encourage your team to share these smaller wins internally to demonstrate progress. Align with the formal company ...Read More

    786 Views
  3. Jeff Beaumont
    Jeff Beaumont

    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. We share a slide deck, explain the process, and run an AMA Join team calls and/or join leadership calls to walk them through the changes, collect feedback, and share learnings A monthly (or quarterly) "team update" doc that is shared in company standard mediums (e.g., Slack, email, message board...). This is usually a collectio ...Read More

    1,112 Views
  4. Jessica Broderick
    Jessica Broderick

    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 looks very different than what would be delivered to a Product team. This ensures the updates have value to the people consuming them. Once you've determined what each department cares about, you then decide on the method of delivery. I prefer to provide updates in a meeting forum to allow for discussion and better understandin ...Read More

    1,515 Views
  5. Michael Maday
    Michael Maday

    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 All-Hands meetings. Additionally, we host Leader-level Quarterly Business Reviews (QBRs) where all teams are represented, allowing for deeper dives into metrics and trends.

    899 Views

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