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Customer Success Process

What strategies have you found effective for ensuring smooth customer onboarding?

Wynne Brown

Medius Enterprise Customer Sales • 2y

The key to ensuring smooth customer onboarding are simple, powerful and sometimes hard to achieve:1) Setting clear expectations on the path with milestones and timelines,...

2,168 Views

What tools or technologies have you found helpful for scaling your customer success efforts?

Twinkle Bandla

Gainsight Associate Director, Client outcomes • 2mo

In-app engagement (Gainsight PX):Use walkthroughs, tooltips, checklists, and contextual nudges to guide users to key actions and drive adoption directly within the produc...

359 Views

What's your approach to continuously improving the customer journey?

Twinkle Bandla

Gainsight Associate Director, Client outcomes • 2mo

Approach to continuously improving the customer journey is data-driven, iterative, and cross-functional, with a strong focus on digital scale:Start with data & visib...

383 Views

Do you have any tips for reducing time-to-value for customers?

Twinkle Bandla

Gainsight Associate Director, Client outcomes • 2mo

To reduce Time-to-Value (TTV), focus on helping users reach their first meaningful outcome quickly. Identify the high-value actions that successful customers take early (...

378 Views

As the customer base grows, how do you ensure the quality of the customer experience remains consistent?

Twinkle Bandla

Gainsight Associate Director, Client outcomes • 2mo

That’s a very interesting question. As the customer base grows, scaling and digitalization become critical to ensuring a consistent and measurable customer experience.The...

374 Views

Can you share examples of successful strategies for turning around at-risk customers?

Twinkle Bandla

Gainsight Associate Director, Client outcomes • 2mo

A strong way to turn around at-risk customers is to have a proactive and structured approach to risk management.Start by identifying risks early using both data (like ado...

395 Views

How do you showcase and celebrate the successes of your customers?

Wynne Brown

Medius Enterprise Customer Sales • 2y

There are two forums for showcasing and celebrating - most of you are thinking maybe there is just one? Case studies and panels, etc? I'm actually not going to talk abo...

1,290 Views

What methods do you use to personalize the customer experience?

Wynne Brown

Medius Enterprise Customer Sales • 2y

Having a Customer Success Platform (CSP) is crucial to be able to personalize the customer experience. You should not even attempt to personalize without a CSP that will...

1,300 Views

How do you design role-based learning paths that map to customer outcomes and personas (admins, end users, executive sponsors)?

Nancy J Luscri (She/Her)

Splunk Senior Director of Customer Success/Enablement • 5mo

We design role-based learning paths by first understanding what success looks like for each persona through customer interviews, user research, and data from our best-per...

396 Views

How do you partner with Product and Support to keep curriculum current with releases and known issues, and how quickly can you update content?

Nancy J Luscri (She/Her)

Splunk Senior Director of Customer Success/Enablement • 5mo

We've built strong partnerships with Product and Support by embedding ourselves directly into their workflows. Our training team participates in roadmap reviews and new p...

435 Views

Which tactics most reliably drive registration-to-completion and repeat engagement for self-serve courses and webinars?

Nancy J Luscri (She/Her)

Splunk Senior Director of Customer Success/Enablement • 5mo

We've found that the most reliable tactics for driving registration-to-completion and repeat engagement start with making the "why" crystal clear. When we communicate the...

445 Views

How do you identify, enable, and certify customer champions to drive internal adoption and peer training?

Nancy J Luscri (She/Her)

Splunk Senior Director of Customer Success/Enablement • 5mo

We typically identify at least one individual who is an employee of our customer who can act as the overall enablement and adoption manager within the customer account. T...

525 Views

How do you enable CSMs to prescribe the right training, track participation, and report outcomes in QBRs and success plans?

Nancy J Luscri (She/Her)

Splunk Senior Director of Customer Success/Enablement • 5mo

We enable CSMs to manage customer training by combining smart tools, solid processes, and proven frameworks. This approach transform CSMs from training suggestion boxes ...

777 Views

How do online communities drive product adoption and customer success?

Meenal Shukla

Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 2y

Online communities play a pivotal role in driving product adoption and enhancing customer success. When done right, they serve as vibrant hubs where users can engage with...

973 Views

Do you implement a particular strategy for accounts that froze their subscriptions and later reactive it?

Meenal Shukla

Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 2y

When dealing with accounts that have frozen their subscriptions and later choose to reactivate, it's essential to implement a strategy that not only welcomes them back bu...

834 Views

How do you collaborate with sales, marketing, and product teams to enhance the customer experience?

Wynne Brown

Medius Enterprise Customer Sales • 2y

In many ways, Customer Success is the hub of all activity in a company. Sales needs to know where they are winning or losing with the expectations they're setting; overs...

1,323 Views

What are some common challenges you've encountered in managing customer relationships?

Wynne Brown

Medius Enterprise Customer Sales • 2y

There a few "plays" you should always be ready to run when you think about customer relationships:1) Change in champion: folks switch jobs. The loss of your champion can...

1,258 Views

Related Tags

All Customer Experience Customer Health Customer Training and Education Professional Services

Upcoming AMAs

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Zendesk Director, Customer Success, Farhad Bharucha on Customer Health

August 12 @ 11:00AM PT
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Splunk Senior Director of Customer Success/Enablement, Nancy J Luscri (She/Her) on Customer Experience

August 27 @ 10:00AM PT