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Customer Success Strategy
2 Answers
Jessica Broderick
Yext VP, Client Solutions Management, North America • August 1
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
822 Views
3 Answers
Jessica Broderick
Yext VP, Client Solutions Management, North America • August 1
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
773 Views
2 Answers
Jeff Beaumont
Customer Success Consultant • February 8
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
523 Views
3 Answers
Jessica Broderick
Yext VP, Client Solutions Management, North America • August 1
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
835 Views
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
4 Answers
Jessica Broderick
Yext VP, Client Solutions Management, North America • August 1
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
871 Views
3 Answers
Jeff Beaumont
Customer Success Consultant • February 8
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
520 Views
3 Answers
Jessica Broderick
Yext VP, Client Solutions Management, North America • August 1
Client onboarding plays a critical role in driving product adoption because it lays the foundation for their understanding of the technology and how to use it. The quicker they adopt the product, the sooner they will start seeing value. The following techniques are key to a successful onboarding:......Read More
764 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
3 Answers
Val Yonchev
Team Topologies Head of Customer Success • October 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
703 Views