Churn playbook for Loss of Champion/Ghosted
Potential churn is probably one of the most stressful items for CSM. As CSM's are so focused on value creation through Onboarding and the Adoption phases that the playbooks for lack of adoption tend to be the strongest and the ones that the team runs most frequently. The loss of champion or a customer going silent/ghosting…
Training & Enablement for Enterprise Customers
We had a great discussion about Training & Enablement in last week's CS Leadership Office Hours. There were several topics we didn't get to in the Enterprise breakout room last week that I wanted to post here: * How are you using certifications to drive usage and adoption? @David Ellin * How do you package training…
Customer Health without Analytics and Automation?
So you don't have product analytics, but you want to develop a customer health score? It's possible, but how and when? For a low-touch lower ACV customer base, perhaps this methodology isn't the way to go, but in this instance you're aiming to automate as much engagement as you possibly can anyway. But, for larger…
Calendar sharing internally
how are your company's teams sharing details about upcoming meetings? Our Solutions Engineers and AEs handle much of our upsell/cross-sell growth and have asked for more visibility to upcoming meetings that they might join. In most cases, a conversation will already be started between the CSM and the other team, but this…
Hi Colleagues, We are in the process of redefine the health criteria for our paying customers and one of the main indicators for us should be task consumption. Each Customer depending on their subscription has a maximum number of tasks that they can use. Now, the doubt that we have is that most of our customers are on a…
Health Score for non-SaaS companies?
Hi all, Does anyone have experience developing a health score for a company that doesn't have a SaaS platform? We can't use logins/engagement with the platform as a metric, what others would you recommend and how/where would you track it?