Customer Success Process

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,...

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...

 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...

Before you can worry about reducing TTV, you need to make sure you have clear definitions of what that value means. The sliding scale of standard to fully custom will de...

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...

When we think about turning around at-risk Customers, the first step is to create categories that allow you to run plays against the risk. This seems obvious but often t...

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...

I personalize the customer experience by combining customer data, behavior insights, and lifecycle context to deliver relevant and timely interactions. I start by segment...

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...

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...

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...

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...

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

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...

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...

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...

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...