How are you meeting needs well in today's climate? GGR wants to hear from you!

Heather Wendt
Heather Wendt HLAdmin, Member Posts: 273 Gain Grow Retain Staff
First Anniversary 5 Insightfuls Photogenic 5 Likes

Effectively meeting needs with limited resources is a challenge many of us are facing right now.

How can we provide a customer experience that not only meets their basic needs but also furthers a more strategic partnership that increases retention and even upsells — despite having fewer resources to work with?

We are curious: what are the questions and topics you are wrestling with in this area?

We will use this information to drive conversations, events, and even content moving forward.

Let us know where you are working to build processes that allow you to continue to meet your customers where they are and guide them to where they could be!

@Jeffrey Kushmerek @Jeff Heckler @Julie Fox @NikkiEngel @Emilia D'Anzica @Jan Young @Amanda Watson @Michelle Wideman @Chitra Madhwacharyula @Dan Ennis @Samma Hafeez @Mark Holland @Amber Monroe @Elyse @Justin Chappell @Emily Garza @Maranda Dziekonski @Shari Srebnick @Bryan Plaster @Dana Alvarenga

Comments

  • Michelle Wideman
    Michelle Wideman Member Posts: 54 Navigator
    First Anniversary 5 Insightfuls 5 Likes First Comment

    *Defining customer success segmentation & support offerings

    *Strengthening digital strategy: CSM platform, Customer Portals, launching LMS.

    *Optimizing Red to Green process.

  • Javed Maqsood
    Javed Maqsood Member Posts: 31 Contributor
    First Anniversary 5 Insightfuls 5 Likes First Comment

    One approach -

    • Revisiting your account strategies with the lens of doing more with less resources
    • Prioritize across customers, segments with an outcome (short term goal CSAT, upsell) in mind
    • Use these as focal point topic of discussion with customers


    Javed Maqsood
    Advisor, Mentor
    Heather Wendt
  • BernRisley
    BernRisley Member Posts: 1 Navigator
    First Anniversary Photogenic First Comment

    Streamlining roles during the onboarding process can provide benefits for both the customer and the company. By assigning an onboarding specialist to handle the intricate details of the process, the customer can receive a higher level of expertise, resulting in a smoother onboarding experience. Once the onboarding specialist has successfully completed their tasks, they can pass the customer on to an Adoption Expert whose focus is to ensure that the customer's journey is progressing at the intended pace and achieving their desired outcomes. This helps alleviate the burden placed on customer success managers (CSMs), who are often overloaded with accounts, allowing them to focus on other important responsibilities. In today's fast-paced business environment, rushing through the onboarding process can lead to a lack of attention to detail and energy needed to build a critical relationship with the customer, potentially impacting customer loyalty and expansion opportunities.

    Heather Wendt
  • Dana Alvarenga
    Dana Alvarenga Member Posts: 4 Navigator
    First Anniversary First Comment

    a better onboarding experience. And by better I mean self service and automated that the customer can watch tutorials, understand what the onboarding and training will entail while they await their scheduled kick off call. This keeps the excitement high after signature if there is some calendar scheduling delays and also lets you understand the level of experience and buy in your customer has if they complete the tasks on time or not.

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