Digital Customer Success (Engagement Programs)

Archives for May 2020

Session 10 | Transition from Implementation to Customer Success
TOPIC: Transition between implementation and customer success Enterprise (Greater than $50k ACV) Facilitator: Sheryl Hawk, Customer Imperative ONE ACTION TO IMPLEMENT Create clear criteria that is documented for each hand off (sales to services / services to CSM) and introduce role of CSM pre-close whenever possible.…
Session 9 | Executive Business Reviews
Enterprise (Greater than $50k ACV) Facilitator: Sheryl Hawk, Customer Imperative ONE ACTION TO IMPLEMENT Begin working with Champion to build an EBR that will draw the Economic Buyer to the meeting. Ensure that you cover: Industry Benchmarks and ROI when applicable. SESSION NOTES: ? What tactics are people using to get…
Complete Profiles
Hello, back with another Tribe Tip - we're about a week away from launching the platform to the public and want to set a good example for future members. Please take a minute to complete your profile - if you head to the top right of your screen and click on your icon --> navigate the Profile --> then Edit Profile. * Fill…
What are some resources to help us build our discovery skills?
I'd like to continue developing this skill and would appreciate any recommendations from y'all. I'm currently reading "Never Split the Difference" by Chris Voss and it's insightful but I need something a bit more practical. Thanks ?
Gamification, Presents, and Gifts
We're currently trying to build a higher engagement, and in particular trying to find champions within the end-user communities of our customers. Our technology does not allow us to gamify within the product but we are able to track usage of individual users. How would you approach the end users with the highest usage?…
Session 8 | Success Plans at mature-stage B2B SaaS
Biggest questions on the mind of the group (I sourced this list at the beginning of the call so we knew where to focus and then we addressed each one): * Who should get a success plan? * Should a success plan always be built in conjunction with the customer? * How do you use a success plan when a customer becomes at-risk?…
Session 8 | Customer success technology at early-stage B2B SaaS
* There was a remarkably high degree of the participants using either Hubspot or Salesforce as their CRM. * Salesforce was way more commonly used than I thought it would be – even companies of ~20 employees are finding it a good fit. * A significant portion of the participants said they’d put the proverbial cart before the…
Session 7 | CSM Capacity Planning
* Buckets of work to consider that ties to a customer - who are you assigning to do the work in each? * Commercial * Business Domain * Technical * Relationship * Consider launching customer support and making sure that it is working before you consider scaling the efforts of customer success. You need to make sure the…
Session 6 | Leading indicators for churn
What are the leading Indicators of churn that you're looking to Identify? * Relationship breadth * Relationship quality * Engagement (product, community, content) * Industry / Use Case Fit * Business Health * Presence of Competitor * Product & Support Performance How are you tracking customer health and risk? * Mainly…
Session 5 | Sales transition and collaboration tools between product and CS
What % of churn happens because of over-selling or poor client onboarding, and what process/tools are used to solve this? * Organizations need to incentivize looking for long term goals instead of short term revenue * Potential ideas to help when working with sales:* For the good customer (within ICP), Pay more incentives;…
Session 4 | New strategies, CS Platform, renewals
How changes have leaders implemented to drive more customer engagement right now? * Offering executive and leadership level meetings like EBRs and Strategy Meetings to segments of your customer base that normally do not have access to these for free has been a successful strategy for many organizations right now. * Casual…
Session 3 | Changing metrics and strategies
* Customer Engagement Modification:* More human touch has been inserted into most companies tech-touch segments. * Further segmentation by industry, region, etc has been deployed to support customers that are experiencing business disruption * For booming industries, the lessons learned from tech touch have been applied up…
Session 2 | Contract flexibility options to discuss with your team
Contract Flexibility * Levers available when talking with clients about account freezes or pricing reduction requests: Contract Term Length, Discounts and Free Services, Evaluating Pricing Structure * Some objectivity during this time is still warranted as you enter contract negotiations. Looking at their industry, product…
Session 1 | Customer Engagement during COVID
Thanks to our panelists: Megan Bowen, Platterz Ziv Peled, AppsFlyer Aaron Thompson, SuccessHacker Sheryl Hawk, Customer Imperative Session Recap: * Customer Engagement* Customers are going to remember who was a partner and willing to ride this out with them! * CSMs need to be acutely aware of their customers needs at this…
Notification Preferences
Back for another Tribe Tip - Notification Settings. If you see your image in the top right of the screen - click it. Then on account settings. Move to the left hand side and find Email & Notifications. I have a mix set up of Immediately notifying me with activity that directly ties to me. Then I look for the Daily Digest…
I'd love to get this community's thoughts on the role of CS as it pertains to Product development, r
Search Functionality
Every couple of days we'll be adding a few notes to help navigate you through Tribe. One piece I've found incredible useful as of late - the search bar at the top. It is robust and will pull in Discussions, Questions, Topics, and even Users who have been part of those conversations or match words you are searching for. Try…

Upcoming Events

June 22 Leadership Office Hours
When Thursday, June 22 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
July 6 Leadership Office Hours
When Thursday, July 6 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
July 20 Leadership Office Hours
When Thursday, July 20 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
August 3 Leadership Office Hours
When Thursday, August 3 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
August 17 Leadership Office Hours
When Thursday, August 17 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…

Digital Customer Success (Engagement Programs)

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