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Game planning for a call after a churn notice
After a customer gives churn notice, I generally schedule a call to get feedback on their experience with our products and team, understand the reason for churn, see if there's any way to save all or some of the business, and/or go over next steps for offboarding. If the customer has been largely unresponsive so you can…
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Realizing value for long term clients
Hello CS Experts. I am working on developing success plans and primary objectives for the buildout of my Success team. I understand how early in the tenure of a client there would be several key objectives that can be realized over a year or more. However, what do you do in terms of identifying and measuring success once a…
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Types of proactive value-added outreach
I am looking for ideas on proactive value-added outreach that my CSMs can do. The challenge is we are a full-service solution so a large portion of our client wants to set it and forget it – meaning they don't want to engage or to think about us. They know we will work and do our job in the background and only want to…
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Customer won't give feedback
Hi all :) We recently acquired a new enterprise customer - it is a huge win. The deal has meant a lot of changes internally for the customer and fostered negative associations with our collaboration. It is a huge operational change within the customer's org. This is of course a challenge affecting our relationship. - One…
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New name for account plans
Hi all :) Happy Thursday! I recently initiated a task to align the WoW in our Customer Success Teams. One of the things, that I am looking into is the way the CS teams work with account plans. In that connection, I would like to change the name "account plan" to something less "salesy". It is important to mention that I…