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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,...

2,169 Views

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

Wynne Brown

Medius Enterprise Customer Sales • 2y

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 ...

1,309 Views

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

Twinkle Bandla

Gainsight Associate Director, Client outcomes • 3mo

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...

384 Views

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

Wynne Brown

Medius Enterprise Customer Sales • 2y

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...

1,442 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 • 3mo

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...

376 Views

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

Wynne Brown

Medius Enterprise Customer Sales • 2y

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...

1,416 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...

1,291 Views

What methods do you use to personalize the customer experience?

Twinkle Bandla

Gainsight Associate Director, Client outcomes • 3mo

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

452 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...

1,324 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

Customer Success Process · Customer Experience