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Feedback for the number of touches post go-live
Hi All! I am putting together our post-go-live process for customers. Once they are done onboarding, when should we connect? Here is something I put together, quickly. Working back down from 360 days. 365 days - Sign the contract 310 - Done with onboarding 295 - Post-Go-Live Review 265 - NPS 260- Check-In, Stats, Success…
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Automation
Hello Gain Grow Retain Community, We are looking to implement some more automation with our lower-tier level clients. Currently, we have implemented a great onboarding strategy and then we have an automated email that goes out 30 days into their subscription. After that we try to schedule "quarterly business reviews" with…
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What is Return on Investment? How do we understand if a customer is getting value?
Hello CS Fam, Yes, you read it right & I can be laughed at for asking these questions: * What is Return on Investment? * How do we understand if a customer is getting value? * How do I define success criteria? Yes, I am aware that it is not a one-size-fits-all answer. Give me some examples which contains the above three or…
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Customer Love/Appreciation Program - Has Anyone Launched One?
Hi There I'm looking to launch a low maintenance, inexpensive "customer love program" that would provide IC CSMs a framework to send customers a small gift when certain events occur. This could be company/product related: * processes first transaction * Crosses a large threshold in volume processed or merchants boarded Or…
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Variable cost models for Customer Onboarding
Hello GGR Community. I lead our Customer Onboarding function. My team delivers implementation services to get our customers live and adopted on our products. Once a customer is adopted, they are formally transitioned to our Customer Success team. Like our Customer Success team, our Onboarding team is a cost center rather…