Customer Success Strategy

2 Answers
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
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1 Answer
Val Yonchev
Val Yonchev
Team Topologies Head of Customer SuccessOctober 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
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1 Answer
Val Yonchev
Val Yonchev
Team Topologies Head of Customer SuccessOctober 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
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1 Answer
Jessica Broderick
Jessica Broderick
Yext VP, Client Solutions Management, North AmericaAugust 2
The most successful way to gain momentum and create a sense of urgency for product adoption is to tie it to an immediate business need or strategic initiative for the client. Here are a couple of tactics I find helpful: * Repurpose a weekly or monthly touchpoint with the client and use it to ...Read More
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