Session 4 | New strategies, CS Platform, renewals

How changes have leaders implemented to drive more customer engagement right now?

• Offering executive and leadership level meetings like EBRs and Strategy Meetings to segments of your customer base that normally do not have access to these for free has been a successful strategy for many organizations right now.
• Casual outreach for engagement like sending a video message of the CS and holding virtual Happy Hours and Coffee Breaks has gone over well with customers.
• Instead of providing bland WFH content, make it applicable to your solution and how different functions of your platform could be helpful right now.
• Recording content that would normally be discussed in person or in meetings to allow clients to consume on their own time.

What are people’s thoughts on implementing CS-specific platforms right now?

• They are incredible tools that are very valuable for organizations that are servicing industries that are booming right now.
• These tools require a lot of established practice and CS maturity to implement effectively, and therefore those that are adjusting their strategy right now, and expect to re-adjust when we are back to BAU may want to wait.
• Similarly to have established practices in place, training and change management may be tough while employees are still getting used to working from home.

Blog: https://customerimperative.com/cs-leadership-office-hours-session-4/