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What does your playbook template look like?
What does your playbook template look like?
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What does your playbook template look like?
Just got off of a productive mini GGR Office hours lead by @Daryl Colborne with other great participants, about building a CS team from the ground up. One of the tips that I gave was to start building a customer journey built of specific playbooks. My templates are built out of the following steps: * Stage * Trigger *…
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Interviewing customers for testimonials
I was wondering if anyone has some templates for questions that customers can answer while giving a testimonial? Something like, "What problems were you having before adopting XYZ solution? How did you justify the purchase?"
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Leadership for Customer Lifecycle & Journey Architecture
I've seen some variation on who takes the lead in architecting the over-arching customer lifecycle and journey maps -- sometimes the CMO or Marketing, sometimes the head of Customer Success. What do people think about the following two: * Which stakeholders should be involved? * Who should lead the initiative?
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Are you connecting with your customer's CSMs?
I have a unique advantage where my software of unified communications is a vital tool that CSMs of my customers use frequently. I have found that connecting with these end users opens up the door for a lot of targeted discussions that I need to drive adoption or initiatives. I realized that even if I didn't have CSMs as…
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What is your process for creating Relationship Maps?
During our office hours today, we discussed Relationship Mapping. One of the things on the topic that I'm curious about is the process that is being used by your CSMs and leaders to draft your first post-sales relationship map? * How are you working with sales to draft this? * Is there a personal introduction taking place…
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What key components go into building out your engagement model post implementation? How often you me
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Customer Journey Mapping
In my career, I've facilitated several in-depth Customer Journey Mapping exercises, where I take a group of cross-functional delegates offsite for a day or two. In these sessions, the goal is to: * Map out the entire customer flow, starting with marketing and pre-sales all the way through to long-term relationship…
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POC left
Hi guys, what mid term plans we can implement for clients where POCs have left?
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Deliverable for QBR/EBR?
Curious what folks are sharing during the QBR/EBR? Or any meeting which involves higher level stakeholders? Is it a PowerPoint? If so, how many slides are you sharing and what are some examples of content? (let's assume you have 60 minutes)? Is it a joint success plan? Something different? Packet? TLDR: What are you…
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What strategies have you used to engage with customers that are active with the Product (although no
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How do you approach customer marketing when this falls on Customer Success to own?
Right now, we are in the process of creating Lifecycle Campaigns to be able to reach our users in a more automated way to increase adoption and drive value. We currently do not have someone dedicated to this role and I will be doing this myself for now (I am at a small sized start-up) We are keeping the marketing simple (I…
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Hello All, would love to get your feedback on this idea I have for customizeable yet scalable journe
https://www.linkedin.com/posts/kevin-leonor_customerjourneymapping-customersuccess-customersuccessmanager-activity-6673324324029648896-h4uA What we are doing is creating our customer journey maps using static phases that can be reordered without losing a value progression while enhancing the ways we visualize and implement…