Session 4 | New strategies, CS Platform, renewals

Jeff Breunsbach · May 2020

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.