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How are you all dealing with end of Q2 targets? Exceptions on COVID impacted portfolios? Do they use
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How do you get customers to say "YES, I'm in" to participate in social proof-ing content like a case
Here's what Angela and Meg had to say: 1? Be customer obsessed all the time (NOT just when it comes time to ask for a reference). 2? Contextualize your ask. First prove ROI, then (and only then) ask for the proof point. 3? Use systems for customer advocacy - think G2 Capterra (or Laudable videos) - that are programmatic…
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Leading Metrics of Retention: We all know it can take a while for retention issues to show up, so fi
Would love to get people's perspectives on leading indicators and if there are any potential flags to be careful of for a particular indicator. For example, we know if you sell a SaaS product that if people are not using it, that's a huge flag for churn -- but just because they are clicking on a particular screen a lot,…
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How do we empathize, prioritize and communicate customer feedback?
What are the most effective frameworks and tools you use to prioritize and communicate customer feedback to your product team? This can include feature requests, bug reports and/or any other type of customer feedback.
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How are you using your Customer Advisory Board (CAB) today?
On June 2, I spoke on What Customer Success executives need to know now about Customer Advisory Boards (CABs). Here's the link: https://tinyurl.com/ya2hvmjr Question: What is your company doing today with your CAB? Are you cancelling/postponing, or are you re-inventing it (e.g. moving to a virtual format)? Why?
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How do you engage with product leaders in your company today?
* When was the last time you had a communication around the roadmap - did that help you manage customer expectations & position the value needed for future growth? * How do you engage to get voice of the customer on the radar of your product leader? * What do you wish was different?
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Re today's office hours discussion on VoC.
Here's a guide I wrote a few years ago. http://www.clicktools.com/resources-whitepapers/profiting-from-customer-experience-whitepaper-website-lp DJ
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#1 VoC use case?
Social Proof is everything nowadays - buyers just don't believe all the vendor fluff, they want to know what our actual customers think since they're already 'taken the plunge' and spent the money. What your #1 tip for getting voice of customer content in front of buyers at the right stage in the buying cycle for it to…
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Customer Reference Program - Do you provide CSMs extra incentive?
We all know that CSM job is also to become the Customer Advocate and bring references. At same time CSMs behaves like sales people, protecting their contacts a lot, which get testimonial, videos, mkt campaigns harder. Does any of you had run any program with extra incentive (Recognition gift, compensation, etc) for the…
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Capturing Feedback outside of Survey's
We talk a lot about surveys at different points across the customer journey. What are other ways your gathering feedback from customers? And, how do you ensure that action is being taken either by product, marketing, sales, etc from that feedback?