Guidewire Software VP Product Marketing | Formerly EIS Group, Datasite, Software AG, Microstrategy • 1y
At project kick-off, two workstreams need to be established
an implementation stream
and a customer success stream
Latter is all about starting the journey of usage, adoption and successful outcomes on day 1 so that by the time you get to day 365 you can prove all success milestones where met and achieved
Churn is a consequence, and most often, it is too late. You need to go backward and identify the problems. Segment the problem: no usage low usage support/technical issues competition Then, you need to choose what you will tackle first based on volume/value and hypotheses on how to fix it. For each, you need to dive deep and understand more of the issue. Who's the persona and/or use-case? any specific customer segment (e.g. enterprise customers) Some hypothesis to start with: No usage - never pa ...Read More
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