Customer Success Strategy

2 Answers
Val Yonchev
Val Yonchev
Digital.ai Head of Customer Success EMEAOctober 13
As your products scale in popularity, it is inevitable that you will see more and more customers adopt your product without the support of your orgnization or the partners in your eco-system. I have found two good practice to address potential issues with ease at scale: A) Build in Health-checks......Read More
332 Views
2 Answers
Jessica Broderick
Jessica Broderick
Yext VP, Client Solutions Management, North AmericaAugust 2
The biggest red flag for a customer not adopting the product is low user engagement in the platform. If no one is logging in to the product on a regular cadence it can mean that they don't see it as business critical. The best way to gameplan for this is to identify power users during the onboard......Read More
686 Views
1 Answer
Jeff Beaumont
Jeff Beaumont
Customer Success ConsultantFebruary 9
This isn't exhaustive, but can be a good starting point: 1. Annual survey results. It's a lot of work, but after gathering that feedback, share it back with your customers in a annual survey results PDF. For example, share some of the best practices, which tools have high adoption,......Read More
378 Views
1 Answer
Jeff Beaumont
Jeff Beaumont
Customer Success ConsultantFebruary 9
A few: 1. Give them a call to focus on how they can improve their desired outcomes (not use more of your product, but how they can get their stuff done) 2. Deliver maturity models: have a way for customers to see how they stack against their peer group and/or against your internal a......Read More
380 Views
1 Answer
Jeff Beaumont
Jeff Beaumont
Customer Success ConsultantFebruary 9
Two examples, one SMB and one enterprise: SMB: Theme: work backwards from what you want: customer is well-trained —> product adoption —> high retention. A long time ago I worked for a company entirely focused on SMB (think single users up to 20). With that, we worked backwards from what "g......Read More
371 Views
1 Answer
Jessica Broderick
Jessica Broderick
Yext VP, Client Solutions Management, North AmericaAugust 2
The CSM is an internal and external advocate for the customers they support. Because of this, it is important for them to collaborate with internal teams to ensure clients have everything they need to be successful and adopt the product. As an example, customers will often make feature requests ......Read More
723 Views
1 Answer
Val Yonchev
Val Yonchev
Digital.ai Head of Customer Success EMEAOctober 14
It should NOT! Adoption is the job of everyone in the company and the ultimate owners of the adoption KPIs would be the business owners (CEO, BU leaders). We succeed together and we fail together. If a customer isn't successful it doesn't really make a difference if your team/department has don......Read More
515 Views
2 Answers
Jessica Broderick
Jessica Broderick
Yext VP, Client Solutions Management, North AmericaAugust 2
These are some of the most common reasons why a customer isn't adopting your product: 1. They find it difficult to use. 2. They do not have the service and support they require to be successful. 3. They are not seeing and/or do not understand the value it provides to their business. ......Read More
627 Views
1 Answer
Val Yonchev
Val Yonchev
Digital.ai Head of Customer Success EMEAOctober 13
Those meetings must be (1) cross-functional and (2) on regular basis which makes sense for the rhythm of the business. 1) Cross-functional means that reviews should include all different functions/departments relevant for the topic, consider Product, Support, Marketing, Sales, Sales Engineering,......Read More
287 Views
1 Answer
Jessica Broderick
Jessica Broderick
Yext VP, Client Solutions Management, North AmericaAugust 2
The best type of content for a customer is dependent on their technical abilities, learning style, and end goal. Because of this, it is important to provide the right content for the right person at the right time. Here are some examples of the top content assets based on role: * Technical Us......Read More
666 Views