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Customer Success Process
1 Answer
Meenal Shukla
Gainsight Senior Director of Customer Success • April 23
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 each other, as well as with the product team, creating a dynamic ecosystem that supports learning, feedback, and advocacy. Her......Read More
159 Views
1 Answer
Meenal Shukla
Gainsight Senior Director of Customer Success • April 23
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 but also addresses the reasons they paused their subscriptions in the first place. Here’s a strategy that can be effective in suc......Read More
156 Views
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • August 30
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, and then get customer sponsor buy in: you will fail if you don't have a counterpart on the customer side that is equally inv......Read More
1524 Views
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • August 30
As you grow, the fear is that the quality of what you deliver will degrade. The question here is how to keep it consistent... but I pose that as your customer base grows, your customer experience should improve. The more data, the more insights, the more you should be able to more rapidly adapt t......Read More
758 Views
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • August 30
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; overselling or selling shelfware will cause churn. Marketing needs to know what customers are thriving with your solution so that you......Read More
771 Views
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • August 30
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 allow you these crucial things: 1) relating users to an account and the total spend of that account (this helps you prioritize......Read More
756 Views
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • August 30
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 be engagement-killing if you haven't multithreaded. For every strategic account, you should have multiple contacts. For every......Read More
745 Views
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • August 30
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 about that since that is what is more well known. Let me pivot this question instead to talk about the second forum: internal. As......Read More
768 Views
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • August 30
You MUST have a Customer Success Platform. All customers want to have optimized onboarding, adoption and value delivery and even your enterprise customers want a lot of digital and on-demand interaction. To manage all of this, you have to have a system that can interpret user behavior into calls-......Read More
780 Views
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • August 30
The only constant is change and that should go for the customer journey as well. The assumption in this question is right: the customer journey should always be evolving. The market evolves, customer needs evolve...so your mapped customer journey should evolve too. The best approach to continuous......Read More
763 Views